Skills: Renewal Retention · Customer Retention · Key Performance Indicators · Strategic Thinking · People Management · Team Management · Requirements Analysis · Problem Solving · Customer Support · Budget Management · Vendor Management · Project Management · Forecasting · Communication · Project Coordination · Team Leadership · Business Development · Implementation

Exigis is the leading provider of results-driven business process automation software and services for risk management, insurance, and trade finance. As an Account Manager (AM) for Exigis my primary responsibility is to build long term relationships with my assigned portfolio of customers and manage my customer’s expectations by providing world class customer service, utilizing Exigis applications, internal processes and personal interaction. I monitor daily workload and manage customers project priorities, communicating any changes to operations work groups as needed to get priority tasks accomplished. Manage assigned team’s workload for incoming and outgoing calls, chats and documents from customers, vendors, agents and brokers. Apply appropriate leadership skills to achieve productivity, service levels, and accuracy within my service team. This will include assisting with hiring, motivating, rewarding, coaching, counseling, and problem solving. Additionally, communicate effectively, both verbally and in writing, with all levels of external and internal customers.

My current Project duties are with the City and County of San Francisco Risk Management Office and include analysis and documentation (45% of job). Understanding business process management and business requirements of our customers and formally translating them to specific software and servicing requirements. Tracking and assessing of project key performance indicators (pre and post deployment). Design, development and execution of management information reports. Also my job duties include Communication Management (35% of job). Communicating to key project stakeholders (e.g. customers, sales, account managers, line managers, etc.) on a regularly and timely basis to ensure common understanding of project goals, objectives and status. Proficient in identifying emerging project risks and issues. I am also responsible for Change Control & Scope Management (20% of job). Tracking project scope and budget. Monitoring and documenting delivery of project tasks completed by internal delivery departments. Audit configured software and services to documented business requirements documentation in preparation for customer sign-off. Facilitate customer acceptance testing sessions. Effectively coordinating customer sign off.

Lead and managed the Requirements team which consisted of 6 employees's to gather project requirements, comprehend them, created a work plan for delivery, assembled and manage the team for execution of the work plan and delivery of the business requirements. Gathered and defined project requirements. Conducted project kick-off meetings, communicated individual roles and project expectations. Monitored project milestones and critical dates to identify potential jeopardy of project schedule. Identify ways to resolve schedule issues. Keep management aware of the situation. Managed scope, budget and change controls associated with project. Assessed variances from the project plan, and develop and implement changes as necessary to ensure the project remains within specified scope and is within schedule, cost and quality objectives. Managed day-to-day team communications by keeping the team informed of the status, project deliverables and by managing the issue resolution process. Provided the team with feedback as it pertains to project performance.

Lead and managed a team of 7 employees. Responsible for the preparation and management of goals, objectives, budgets and results for an operations department. Manage team to ensure efficient operations within performance standards, corporate policies, regulatory guidelines and budget parameters for the companies Vision, Short Term Health (PPO & HMO) and Life products. Established operational objectives for the operations department and participated with other managers to establish group objectives. Also responsible for department results in terms of planning, cost and methods. Provided developmental and training opportunities for team members; monitored ongoing performance; communicated expectations and results on a regular basis; maintained good communications within unit. Participated in the development and implementation of the annual budget and managed costs to ensure compliance. Managed personnel matters such as resource planning, hiring, training, performance evaluation, corrective counseling and termination.

Responsible for development and maintenance of information systems associated with the collection, retrieval, accessibility and usage of information for planning and decision making. Analyzed data and complex problems related to information systems methods and procedures within the operating unit. Document problems and changes as required. Communicates changes to appropriate departments and works with other analyst to develop improvements, modifications and enhancements. Prepared status and activity reports for management review and notified management of issues and problems requiring immediate attention. Created reporting mechanisms to be used by other in the business unit. Provided fundamental analytical support and assisted team members in resolving problems related to information systems. Worked on multiple projects simultaneously, establishes work plans and timelines: coordinates with internal and external sources.

My duties in the Finance business unit consist of supporting the business needs of our Sales team. I was responsible for collecting, reviewing, and report sales data. Provide analyses on sales performances for the management team along with developing reporting mechanism to meet the needs of the sales teams. I was also responsible for providing analytical support for our Marketing and Product Management teams, which includes ADHOC reports and analyses.

Was responsible for analyzing and identifying problems and partner with other Operation and System Programmers to develop improvements, modifications and enhancements. I provided technical support to programmers and related training to department as needed. Developed and produced statewide employer renewals for standard health and dental business. Responsible for training staff on PC, templates and processing renewals and/ or new business contracts. Analyze specific benefit and rate description documents.

Responsible for coordinating Group renewal process by first producing quotes with rates and changes to benefits for Producers and Groups. Maintain integrity of database by promptly and accurately entering changes, additions and deletions.