Support StructuredFN and OM solutions for global financial institutions and rating companies, such as Wells Fargo, Morgan Stanley, JPMorgan Chase, Standard & Poors and Moody’s. Provide pre-and post-sale support via Salesforce.com to onboard new accounts and establish new deal rooms / portals. Interface with accounting, software development and sales to ensure proper billing, system functionality and customer retention. - Consistently meet stringent SLA provisions; maintain a focus on delivering a positive customer experience. - Commended by leadership for immediate grasp of system functionality and issue resolution.

Project managed the end-to-end migration of BCBS plans onto the NASCO claims application. Coordinated logistics with multiple internal departments throughout the full lifecycle of development and testing ensuring delivery of code based on the Enterprise Release Calendar. Served as liaison with project managers, customers, and executives providing progress updates. Supported Healthcare Reform deployments. - Created and controlled a deployment calendar to ensure the successful management and deployment of more than 500 claim system work requests. - As workflow-process SME, managed multiple technical vendor relationships to facilitate timely delivery and effective communication. Trained new colleagues on all aspects of workflow. - Coordinated with internal and external stakeholders on the successful migration of thousands of subscribers from the complex BCBS Minnesota platform onto the NASCO system.

Managed a high volume of routine and expedited NASCO Change System Requests submitted by internal and external customers nationwide. Verified all critical data such as business requirements and test plans before submission to outsourced technical vendor. Coordinated the assessment, validation, and prioritization of expedited work requests, acting as liaison between vendors and client delivery team to ensure speedy resolution of critical issues. Monitored KPI and SLA requirements. - Created rating system that allowed the customer to rate technical vendor’s performance, improving the efficiency of the expedited-delivery process by 40% and SLA compliance. - Led technical vendors in redefining KPI in existing SLA which resulted in vendors’ ability to provide estimates within the required time limit as stated within the contract.- Collaborated with client delivery account executives to create and publish a best-practices guide that was instrumental in streamlining and standardizing daily operational processes and increasing efficiency. - As SME, provided Change System Request (CSR) internal consultation and coaching to enable the company to maintain SLA deliverables for customers with minimum errors.- Because of extensive knowledge of processes, tapped by management for oversight on the BCBS Michigan account during account executive’s two-month absence

Managed a team of 20 installation coordinators, account managers, and dedicated services agents to ensure superior service. Provided solutions to escalated issues related to account billing, cancellation policies, vendor relations, and quality. - Turned around an underperforming team within 6 months that was recognized with outstanding award for increased productivity based on a 20% reduction in average call handling time. - Collaborated with Product Management and technical support to introduce new procedures that reduced customer wait times and unnecessary maintenance visits.