Established and maintained positive relationships with Benefits Technology vendor partners, serving as a key point of contact for technology matters. Ensured seamless cooperation between Pacific Life and partners through effective communication and collaboration. Became an expert in enrollment flows for assigned partnerships, providing valuable insights to internal stakeholders and enhancing overall efficiency. Supported case-level file exchanges (EDI, XML, API) for partners, ensuring accurate data synchronization and proactively addressing customer data issues. Collaborated with internal stakeholders to understand and resolve data challenges from benefits technology partners, demonstrating a customer-centric mindset and problem-solving skills.

Applies technical knowledge to data analysis to provide insight to executive leadership and other stakeholders. This is done by analyzing reports and trends to make data driven recommendations. In addition, collaboration with Implementations Leadership to identify opportunities for efficiencies based off of data analytics.

Manages a team of 7 Implementation Analysts; meets with team members on a weekly basis to review progress with monthly and quarterly key objectives with an emphasis on meeting quarterly revenue goals. Developed and executed Implementation Analyst new hire training curriculum putting in place expected metrics at certain milestones as well as quality templates to be met during the first 90 days. Conducts periodic quality checks for members of my team and coordinates with the other Lead Implementation Analysts to identify trends and training opportunities. Develops processes for the Implementation Analyst team and creates/maintains documented resource as criteria or processes change at a rapid pace.

Provided service to our agents in the field processing mid-term changes on personal lines auto policies and underwriting raw new business and adding auto policies for existing insureds.