Peter Linder Email & Phone Number

Portland, Oregon Area

• Business owner and Key Stakeholder of the Configurator Tool (CT), a complex Excel based application used to capture customization to the health and wellness benefits for large group insurance policies. • Hold responsibility for managing the release of regular CT updates, providing support to the Development Team, performing development QA, and managing UAT activity for each release – generally three releases per calendar year. • In collaboration with other key stakeholders and Product Owner, responsible for generating CT requirements to support the implementation of product, benefit and mandate changes.• Create and maintain user documentation for the CT and related processes, prepare and deliver end user training for CT releases and general use, and act as Subject Matter Expert for all things related to the CT.• Provide benefit customization support to the Health Plan Operations division, specifically for the 101+ and Self-insured Line of Business in a 4-state region, ensuring benefit designs are compliant with state and federal laws and mandates and with business decisions around customization. • Facilitate a standing cross-functional meeting with end users of the CT to surface and resolve issues related to customization and to discuss potential changes and enhancements to the CT, and to make decisions about product customization and use of the tool. • Represent Customization and CT in cross functional meetings and projects.

Portland, Or

• Managed configuration of medical, vision and dental products in FACETS for 51+ and MedAdvantage lines of business. • Worked closely with Sales to maintain products for high profile Self-Funded Group and Trust insurance clients. • Analyzed complex benefit requests to determine feasibility and best approach to configure. Consulted with Sales and Customization teams to suggest alternative benefit designs when system limitations prevented configuration of the requested benefits.• Researched and resolved help desk cases related to FACETS configuration and claims processing issues submitted by the Claims, Business Engineering, and Sales departments • Created, modified, and executed SQL queries to validate FACETS product configurations and pull claims data.• Acted as team Subject Matter Expert for SQL queries, Salesforce processes, Salesforce reporting, and held primary responsibility for requesting and testing Salesforce configuration changes.• Represented Product Configuration team during external compliance audits

Portland, Or

• Matrix-managed cross-functional team supporting renewals and implementation of 101+ and Self-insured group policies. • During January open enrollment period, generated and delivered weekly status reports and PowerPoint presentations regarding large group onboarding activity to executives and department heads. • Coordinated renewal and implementation activity, for large group line of business, facilitating communication between departments to ensure on time delivery of Member ID cards and system readiness for claims processing. • Managed issues log during January open enrollment period to ensure issue resolution. Performed Root Cause Analysis and created Corrective Action Plans (RCA/CAP) for all missed deliverables. • Supported Membership and Sales Operations efforts to improve member, group and agent experience. • Supported Salesforce.com implementation as department SME, helping develop business requirements and performing UAT.• Backed up the Workforce Manager for Membership Operations production staff in his absence, monitoring work queues and adjusting staff assignments as needed. Key Accomplishments:o Following the implementation of Salesforce.com, I worked with a Sr. Data Scientist and the Salesforce System Administration team to develop better operational reporting capability. This effort allowed me to replace several very manual processes and, through creation of Salesforce Reports and the use of Excel VBA programming, streamline and reduce the manual effort required to track renewal and implementation activity by roughly 25%. o Nominated for Cambia Values award for my work with developing processes and reporting to support the tracking of large group onboarding and renewals.

Portland Oregon

• Acted as coordinating point between multiple groups and facilitated cross project communications between 8 departments to support on time and accurate renewal and onboarding of 100+ member group insurance plans for as many as 245 groups at a time• Designed and maintained the Large Group Tracker, a complex Excel workbook containing 60+ data points and multiple formulas to track renewal and implementation activity for all 100+ member large groups• Monitored large group renewal and onboarding activity in CRM software on a daily basis to keep process on track• Worked with sponsors and PMs to prepare steering committee materials and minutes

New Century, Ks

• Responsible for the design, maintenance, and gathering of business requirements to support reporting needs of multiple departments and for automating reporting through the design and implementation of MS Excel and Access macros and VBA. • Supported multiple departments with ad hoc reporting using PeopleSoft, MicroStrategy, Siebel and Crystal Reporting. • Provided business partners with limited project management support for large and complex clients and provided solutions for complex and time-sensitive reporting needs.• Served as a lead quality auditor for ISO2001:2005/TL9000 internal audits.• Designed metrics and reporting to track the financial and operational status of several large client implementations. • Managed a rebate program for a dozen major customers responsible for more than $24M in combined revenues.• Designed and executed a full Profit/Loss analysis of the Engineer, Furnish & Install department, providing leadership team with a full understanding of the financial health of this department for the first time in over 4 years. This analysis of overhead expenses vs. revenue by location and cost center allowed poorly performing territories to be identified and decisions on resource allocation and corrective actions to be made.

New Century, Ks

• Supported the implementation of ISO9001:2005 & TL9000 Release 3.5 as a project manager. Due to the success of this project, following implementation I assumed responsibilities of Quality Program Manager and Management Representative.• Provided oversight for the Sales department’s quality program, implementing strategy set by senior management.• Facilitated quality program steering meetings with leadership team to discuss performance against strategic objectives.• Planned and executed regular internal quality audits to ensure compliance with all relevant TL9000 requirements.• Served as a lead quality auditor, conducting internal audits of 4 departments within KGP Logistics. • Completed Root Cause Analysis / Corrective Action Plans on department audit findings.• Provided document control for Sales organization, reviewing and approving all process documentation and forms, for accuracy, relevance and compliance with standards.• As a SME for Sales and Operations processes, supported business process development, improvement and re-design efforts for Engineer Furnish & Install (EF&I) department in support of strategic business objectives.• Analyzed profitability of projects and performed after action reviews of poorly performing and over budget projects.• Designed and maintained several key tools and reports to provide real-time views of project pipeline, cycle times, and profit. • Developed and delivered department wide training on new tools and processes. Key Accomplishments:• Implemented a project plan targeting 153 late, over budget and otherwise out of scope projects with approximately $3,600,000 of outstanding receivables for action and closure. Within 9 months, only 6 projects valued at $49,000 remained open, all due to unresolved local permitting issues.

Highlands Ranch, Co

• On-site Program Manager for a complex client contract valued at $30 Million over three years, successfully managing the day to day operational relationship with the customer’s supply chain, sourcing, and transportation personnel up to and including E-level management, while working in the customer’s facility embedded with their Supply Chain department.• Served as the primary communication liaison between KGP and client in providing operational updates.• Provided daily, face to face project management support to include Sales, IT, Procurement, DC Operations and Pricing Proposal activities, and resolving complex, time sensitive customer service and data issues. • Collaborated with customer, suppliers and internal supply chain organization to develop product carrying strategy, in an effort to ensure an uninterrupted supply of critical products.• Implemented and managed a secondary sourcing program to locate alternate supplies of critical materials and working with client's engineers and KGP product managers to identify and validate substitutions.• Maintained special price file database for contract materials lists, coordinating changes between customer, suppliers, and KGP.• Designed and implemented metrics reports for tracking the financial and operational status of this business case.• Cross-trained on all functions performed by the KGP project team members charged with supporting this client and served as subject matter expert for all processes, systems, and tools utilized to support the customer.

New Century, Ks

• Provided daily account management, order entry and management, pre-sales, post-sales, and product technical support for clients in an 8-state territory of comprised of AK, HI, MT, SD, ND, ID, WA, & OR.• Developed superior knowledge of all sales processes, procedures and software applications utilized by KGP Logistics, acting as a subject matter expert for other sales representatives.• Generated incremental revenue through proactive relationship management, add on sales, and joint account planning activities with field sales rep.• Top salesperson in my department in 2004, significantly exceeding revenue and gross margin targets and earning the Sprint President's Club Award.• Coached and mentored new sales representatives, providing process, product knowledge, sales tips and advice.

Longmont, Co

• Provided end user support for installations of internal and external hard drives and provided troubleshooting for existing hard drive installations on Mac and PC systems.• Responsible for processing in-warranty product returns and replacements of defective products.• Entered trouble tickets into Maxtor's ticketing system, ensuring issue resolution.

Boulder, Co

• Provided remote POS terminal support to customers including troubleshooting software and connection issues.• Created or modified terminal profiles for customers and performed remote programming via dial-up connections.• Researched transaction disputes, tracking EFT and ACH transactions through multiple front and back end systems.• Served as point of escalation for technical support representatives to resolve technical and customer service issues.• Coached new employees and provided feedback to trainers and management.• Successfully executed multiple simple to moderately complex projects in support of management objectives

Lee'S Summit, Mo

• Responsible for resolving incoming calls from new customers or from customers wishing to cancel service on a high volume ACD line averaging more than 60 calls per day. • Resolved simple to moderately complex customer service and billing issues in an effort to retain the business of unsatisfied customers, utilizing promotions and special incentives when necessary.• Discussed current and anticipated long distance needs with customers, matching appropriate domestic and international long distance calling plans to those residential customers’ needs.