Doris Nolan Email & Phone Number

Greater Minneapolis-St. Paul Area

• Managed CRM migration for core support technology to a new platform for 4K users, across 80 integrations in 9 months for $5.1M in savings• Defined and deployed a global prioritization process for all incoming intake requests for enhancements• Delivered new functionality on an enterprise website that reduced Support call volume by 20%, increased Support Engineer productivity by reducing the time to resolve a case by 30% and increased customer satisfaction• Delivered improved search capabilities through new features enhancements and fixes to improve case deflection across all products with Knowledge Centered Support (KCS) and web adoption• Implemented a Customer Self-Service strategy that reduced the number of calls to Customer Care by 20%• Launched a new Support Subscription and Notification Center using IT-approved/supported infrastructure• Continuously identified opportunities and implemented solutions for process improvement• Managed and communicated product status, risks and opportunities and product debriefs at various levels of the organization through real-time data dashboards• Partnered with cross-functional teams to execute on deliverables by managing projects and releases using agile methodologies • Successfully planned and coordinated gathering and prioritizing of business requirements, determined timelines, conducted backlog grooming, sprint planning, removed roadblocks for the teams and conducted project retrospectives

Minneapolis, Mn

• Overseeing several concurrent projects with a budget of over $26M in annual spend within a $50M total investment. Mitigate risks, identify and resolve issues to insure successful implementation of the new Pharmacy system in 1600+ stores. Managed multi-year programs with team sizes ranging from 10 – 30 individuals.• Managing the program from analysis and design, through construction and implementation• Oversee our India team (team members and contractors) in the execution of all the overnight tasks to convert to the new pharmacy system• Developed detailed task list to manage releases • Supporting adoption of firm financial management for all projects. Led training labs to familiarize team members with the Clarity financial management tools and output reports. Jointly supported financial management for programs approaching $100M in annual budget.• Promoting success and adoption as the organization continually moves swiftly through transformation to the most optimal structure for technology project management.

Brooklyn Park, Mn

Responsibilities included participating in prospective client meetings, finalist presentations and ongoing conference calls to present and implement operational capabilities, respond to inquiries and address unique client needs. Directed all aspects of the implementation process including process improvement based on prospect, client and broker feedback. Additionally, managed stop loss quoting for current and prospective clients and coordinated updating of marketing materials and RFP (request for proposal) responses.• On average, participated in eight presentations per year for clients with over 1,000 employees• Developed checkpoint process, forms, measurable goals and training manual for the implementation process that increased efficiency and client satisfaction.• Managed multi-functional teams to implement a new client from loading their benefit plan to issuing monthly billings and management reports. Each client was implemented on time with minimal disruption and at a client satisfaction of 95% or higher.

Led a multi-disciplinary team representing several areas, including operations, finance, sales and marketing that implemented a new claims management system for the western United States region.• Developed an informational packet for clients to understand the similarities and differences between each of the claim systems.• The team completed the conversion of information for fifteen groups within budget and the specified time frames.

Responsible for managing relationships with western United States regional stop loss carriers and for the western region’s quote activity, including RFP development and presentation.• Maintained a relationship with nine stop loss carriers to offer the best possible costs to our clients.• Answered and prepared questionnaires for presentation to brokers and prospective clients which explained our company’s philosophy and capabilities.

Responsible for designing and implementing training programs on all aspects of claims adjudication – from initial receipt of the claim through long-term client retention• Acted as a liaison for the claim center to all areas of operations

Appointed to design, develop and conduct specialized training programs. These programs also included evaluating student comprehension of courses through competency exams.• Programs included, but not limited to - Presentation Skills - Project Management - Dealing with Difficult People• Clients included area corporations such as: ReliaStar, Merrill Publishing and independent insurance firms

Organized implementation teams, including managing the team’s roles and responsibilities to achieve implementation goals and objectives. Also responsible for post implementation client management. • Responsible for teaming with the marketing department to answer requests for proposals and presenting solutions to prospective clients.

Designed and implemented training programs for introducing new technology, e.g., new enhancement to the claim paying system, adding functionality to claim paying computer screens and EDI processes.