Lori Kennedy Email and Phone Number

Customer Success Executive responsible for successful implementation of Knowledge Management across the Cigna Group enterprise. Manage project artifacts, risks, implementation roadmaps, escalations and training delivery timelines to ensure successful delivery and adoption of Knowledge Management and KCS methodologies across Cigna Lines of Business. Act as direct interface between Enterprise Knowledge and Customer Operations leadership, ensuring Contact Center knowledge needs are met.Create and execute Operational Readiness planning for release enhancements to the knowledge management system, including training, communications, adjustment to existing coaching programs and metrics for Service Operations.

o Supporting the Patient Help Line Product, Accountable for intake, prioritization and solutioning of new cross channel transformational projects for external clientso Create and manage project artifacts to ensure scope, timeline, and milestones are defined and completedo Asses, design and implement all operational business requirements for technology designo Assess clinical models/clinical quality and design staffing models associated with the programo Design, create and implement operational processes, procedures and policies o Design strategy for training impacted agents, coordinate the content development and delivery. Assess the effectiveness of trainingo Coordinate all compliance, privacy, accreditation, and legal review associated with operationalization including staffing, processes, technology, communication, etc.o Review and support the development of the financial Cost Benefit Analysiso Develop and implement operational strategies for communication and QA/user acceptance of technoloy

o Ensured all competency centers had cross-alignment to ensure deployment readiness for Polaris Operations, including process documentation, training, and workflowso Process improvement to align across all Value Streams, ensuring org readiness prior to Polaris releases, by including Operational Readiness activities into Agile user story tracking toolo Agile Product Owner responsible for creating and prioritizing features and user stories, as well as supporting the scrum team to meet timed releases for creating artifacts to support the partnership between IT and the business. Worked to implement Agile Methodologies throughout the business organization as Business Agility Enablement Transformation team member. Created, Developed and executed communication plan for Business Agility implementation for distribution across Polaris organization.o Well versed in all Agile Methodologies and roles, OSAM and CA Agile

Manage Operational Excellence team of 54 direct and indirect employees - Six Sigma Black Belts and LEAN certified individuals, Quality Auditors, Technical Writers, and Trainers, who perform the following activities for the business of UHOne:• Improve existing business processes by diagnosing improvement opportunities and developing solutions using principles of process excellence such as LEAN and Six Sigmao Proactively analyze business process information to establish appropriate measurement criteria and goals (e.g., efficiency; effectiveness) o Utilize performance results data to propose improvement efforts, with impacts, benefits and risks associated with implementingo Maximize process/system effectiveness to exceed service expectationso Ensure that data and information are accurate and relevant to meet needs of the initiativeo Identify risks and opportunities associated with current processeso Propose solution recommendations based on data analysis, with impacts, benefits and risks associated with implementingo Work with key business champions to calculate and analyze metrics, benefits, costs and resource requirements associated with recommended business process solutionso Facilitate and/or conduct pilots to validate processes are working as designedo Assess/document the outcomes of changes and implementations to capture new metric data or relevant cost savings• Current state and future state process mapping• Aid in developing and promoting the use of standard operating procedures to ensure predictability and operational discipline of business processes.Learning Development and Quality Audit team at UnitedHealthOne provides Learning Development Courses and Quality Audit Scores to support continuous improvement in our Claims, Broker Services, Customer Service, and many other Ops teams.

Managed a team of 20 comprised of GM IT Service Desk Technical Writers and Global Process Owners. Direct daily work activities/priorities, people recruitment and development, and cost management. Coached and guide team leaders in the management of day to day performance of dedicated teams and ensure that GM IT Service Desk operational metrics are achieved. Ensured operational excellence by monitoring key metrics and ensuring team goals and customer commitments are met.•Provided direction on management of and the processing of incoming issues to the Knowledge/Process Management Team to ensure courteous, timely and effective resolution of end user and agent issues. •Oversaw the design of request management and incident processesOversaw the design and structure of the Knowledge Tool to ensure all Technical Writers and Global Process Owners are adhering to the standards set forth for the content that resided in the tool.Key Competencies In-depth knowledge of products and/or Services being delivered Exceptional written and oral communication skillsExperienced People Management ResponsibilityExcellent documentation skillsKeen attention to detailAbility to effectively prioritize and execute tasks in a high pressure environmentExceptional Customer service orientationExperienced skills in project management, communication, analysis and presentationIn depth knowledge of Service Request and Incident global processesIn depth knowledge of Technical Writing Procedures and functionality of Knowledge Tool

June 2007 – August 2008 – End User Compute Global Analysis and Interface Team, Service Request and Upstreaming Data Analysis and Metrics Reporting – Delphi Engineering SystemsImplemented and continued support of “upstreaming” call volumeUsing Lean Six Sigma methodologies, implemented process improvements for tickets that bypassed 2nd levelGlobal Support on root cause analysisResponsible for global metrics for service deskProvided training to areas with high misroutesAugust 2008 – February 2010 – Global Service Request Procurement Process lead/Project Manager – Kraft FoodsManaged the Service Desk portion of the Cadbury Integration – defined key Service Desk processes to ensure seamless transition for the integration of the Cadbury and Kraft Service Desks Single point of contact for Procurements and Services for the Kraft Global Service DeskDefined catalog content and process updates for implementation, ensuring global complianceManaged daily escalations, working with key leaders of Kraft and Cadbury Service DesksFebruary 2010 – January 2013 –End to End Service Request Procurement Process Lead /Project Manager – General Motors Global oversight for End to End Request Management. Solutioned complex process issues between Request Submission and Delivery Organization to drive consistency and efficiencies for the customer. Implemented customer experience improvement portal to track quality improvement issues for the GM client. Worked with Business Unit leads to develop process efficiencies. Successfully consolidated over 20 separate service request submission tools into one global portal used across all of General Motors, streamlining the global end to end process. Had oversight to all legacy tool decommission to ensure effective closure to the overall project.

Additional Roles:March 2003- June 2007 – SMC Intel Client, IT Systems Remote Technician – Delphi Engineering SystemsAugust 1999 – March 2003 – Supervisor of Service Request Management Team – Delphi Engineering SystemsAugust 1997- August 1999 – Service Request Management Procurement Specialist – Delphi Engineering Systems February 1990 – August 1997 – Voice Communications Coordinator – Delphi Engineering Systems