Heather Boyd Email & Phone Number

San Diego, CA, US

Greater San Diego Area

• Conducted weekly planning meetings with feed developers review new work and prioritize current projects
• Conducted daily stand ups with feed developers to ensure projects were on track
• Responsible for project management of all new feed development and requested feed modifications
• Utilized JIRA, ServiceNow to prioritize feed development queue
• Utilized SalesForce to manage and report feed development metrics
• Coordinated efforts to implement product, process and system controls based on carrier requests

Greater San Diego Area

• Managed a team of 4 Client Support Supervisors responsible for teams of 8-10 employees
• Responsible for hiring and performance evaluate to ensure all department needs were handled appropriately
• Mentored and developed staff for personal and career development and advancement.
• Monitored metrics detailing trends in performance and operational status to improve operational efficiency
• Developed procedures for the service department to maintain all service level agreements and finacial goals
• Briefed Director of Operations on service concerns, achievement of goals and revenue targets

Greater San Diego Area

• Created initial design of system, configured and tested eligibility rules, rates, carriers, plans, group numbers, class breakdowns, and benefit categories
• Analyzed data during conversion process ensuring system contains accurate demographic and enrollment data
• Analyzed data and account structures from carriers and all 3rd party administrators/vendors to determine site setup
• Reviewed BeneTrac Implementation Orders for suitability for our site (plans, eligibility rules, carrier connections)
• Identified system limitations and offered alternate functionality to accommodate client’s needs
• Technical expert during initial implementation calls with new clients