Christopher Mccormack Email & Phone Number

New Hampshire Work At Home

Hooksett & Merrimack, Nh

-Lead quality strategy and program execution for Cigna Service Operations Call Organization-Recruit and develop highly performing team with Quality domain of expertise -Utilize artificial intelligence technology in quality programs to identify and solve complex business problems at large scale-Establish key performance indicators to ensure proper measurements are in place to celebrate success and identify areas of opportunity-Establish and utilize vital metrics to influence key business partners to drive associate activities-Influence teams to ensure system functionality matches the expectations of client requirements -Deliver automated testing solutions to decrease cycle time while establishing process consistency -Implement robust testing suites to proactively identify internal issues that directly impact system stability and key rework drivers-Serve as site lead and work-at-home liaison to drive employee engagement and well-being

Hooksett, Nh

-Manage team of Quality Control Specialists that focus on testing client health system configurations and outbound extract files per defined requirement specifications.-Creation and ownership of quality programs that deliver positive experiences to drive client satisfaction -Influence teams to ensure system functionality matches the expectations of client requirements -Deliver automated testing solutions to decrease cycle time while establishing process consistency -Implemented robust testing suites to proactively identify internal issues that directly impact system stability and key rework drivers-Established key performance indicators to ensure measurements are achieved while identifying areas of opportunity for associates and process-Serve as site Facilities Lead to drive the safety and wellness of the Hooksett citizens

Merrimack Nh

•Managed multi-site global teams responsible for legal review of QDRO and QMCSO documentations (over 50K annually) and ensured alignment with ERISA, DOL, and Internal Revenue Code rules; successful track record of exceeding monthly quality and timeliness targets of 99%. •Managed and staffed work inventory with competing deadlines; ensured all deliverables were met without financial losses or negative impact to any service level agreements (key performance indicators).•Created, implemented, and enforced quality control processes to mitigate legal and reputational risks, which resulted in a 20% decrease in customer dispute claims.•Championed effort to move team of global based work from offshore to onshore associates. Efforts included; creating hiring campaign, identifying top talent, developing interview questions, coordination with peer interview teams, participate in negations, final decisions, create on-boarding training, transition staff to on-going, manage attrition of offshore team members to ensure no key deliverables were missed. •Developed and implemented improvements to lean out processes, resulting in a reduction of cycle times by up to 50%.•Hired, trained, evaluated, and managed 20 direct and 15 indirect global reports.•Developed employee scorecards with key performance indicator evaluation for associate development reporting.

Merrimack, Nh

•Managed 12 different multi-client and global functional process teams providing timely ad hoc services to client facing teams resulting in increased customer satisfaction and decreased risk•Led teams that designed and implemented automated solutions that resulted in proactive versus reactive approaches to incorrect data conditions•Facilitated and championed standardization and governance committee tasked with ensuring that new code development was within standards and did not pose corporate financial and reputational risk; presented findings to senior management•Acted as main liaison with key stakeholders across the organization including IT, Risk, Legal, Quality, and Product; gained buy-in for new processes and facilitated change management•Identified opportunities to consolidate non-standard processing into single work streams focused on root cause analysis, upstream prevention, and risk mitigation•Managed teams to effectively handle client and customer escalations to determine root cause, corrective procedures and future mitigation, thus eliminating or minimizing impact to the firm or our clients•Hired, trained, evaluated and managed 12 direct and 30 indirect global reports

Merrimack, Nh

•Managed all configuration work streams coming into QA, with a focus on capacity planning, process adherence, issue resolution and quality control of sign off•Acted as release manager for the QA group while coordinating with System Developers, Data Base Administrators and business teams to ensure only successfully tested code was released to production, thus minimizing production defects and costly re-work•Performed the role of Quality Center 10 Defect Administrator and acted as key driver for setting standards, communication, and training of associates while ensuring process adherence for all defect tracking of code testing•Reported complex test and risk issues to project managers and business partners in an effort to avoid production defects and set realistic expectations of go-live dates•Defined, developed and implemented QA and Client Acceptance Testing (CAT) standards to ensure a reusable, scalable and efficient process, which identified gaps and resulted in 40% reduction of production defects•Performed on site Client Acceptance Testing (CAT) process for large scale clients to ensure the code fully met the client needs prior to being released to production•Managed up to 20 QA contractors based in India

Merrimack, Nh

•Facilitated courses in technology, company culture, health benefits management, customer service, operational procedures, leadership and risk management •Served as subject matter expert on new Oracle-based systems tasked with motivating and training all legacy associates on the benefits of the new system and how to move from end users to advanced users•Established connections and relationships with business partners and became known as a primary contact for system issues and training issues, thus building my network for future innovation initiatives•Extensive experience with instructor-led, web-based, and self-paced training sessions geared towards business practices, operational systems, and professional development

Merrimack, Nh

•Hired to develop and implement data maintenance role and process for new client •Streamlined a three-person full-time job to a one-person part-time position resulting in significant cost savings •Established excellent working relationship with client contacts