Taylor Mason Email & Phone Number

St. Louis , Us

Strategic project lead for Collaboration Technology Services, driving critical initiatives across the enterprise. Leading Microsoft 365 Copilot proof of concept with a cross functional team of engineers, delivery management and UX to show expected value of pilot. Driving technical effort of Exchange on-prem to cloud mailbox remediation requirements, totaling 44K mailboxes over 2 years. Program Manager for Women in Leadership, a 12-month interactive leadership development program for high potential female leaders in technology to enhance and acquire new skills for success. Managed Workforce Engagement Platform Services vendor relationships, professional services, and strategic planning initiatives for Verint WFE, Intradiem, and Genesys Decisions across the enterprise. Led consolidation and upgrade of Health Services Verint platform into the Cigna enterprise Verint platform. This eliminated reliance on the end-of-life 15.1 Health Services platform, added redundancy with a secondary data center, and expanded Verint capabilities. Delivered 32MM in cost avoidance and business savings through WFM migration and platform consolidation project to date (2021-2023). Key connection point between business stakeholder, IT engineering, and vendor/professional services on implementations to ensure critical work was delivered.

St. Louis , Us

Business engagement lead for Contact Center Platform Engineering. Responsible for intake management, strategy, scope, process governance, and vendor task management. Developed internal process improvements and socialization across business units regarding Workforce Engagement and Omni-Channel. Primary engagement contact for Verint Automated Quality Monitoring, Real Time Speech Analytics, and Work Force Management 2020-2022 project; liaison for multiple business units and technology. Managed business facing elements of projects and implementations, including Verint, NICE IEX, Genesys Decisions, and Intradiem. Key connection point between business stakeholder, IT engineering, and vendor/professional services on implementations to ensure critical work was delivered.

St. Louis , Us

Discovery lead for Cigna HealthSpring Medicare Workforce Intelligence Team. Built project driven capacity plans tied to expansion of WFI across Cigna Medicare. Deployed MOS Lite time studies for utilization where formalized productivity tools were not available. Developed HealthSpring Speech Analytics strategy, implemented categories and analysis, and leveraged Global Service Providers (GSP) to drive business results of customer experience and compliance. Workforce management lead for government business clinical operations, and delivered against operational needs to meet stated commitments. Developed and delivered training to WFM team onsite in Manila, Philippines. Liaison between offshore and onshore WFM teams. Direct staff of two, and matrix managed staff of 23.

St. Louis , Us

Led workforce management for Cigna HealthSpring Medicare Part D Coverage Determination and Redetermination by leveraging systems such as NICE IEX, Cisco Finesse, Aceyus and PA Logic. Supported capacity planning models to ensure staffing met call and inventory needs along with operational budgets. Partnered with leadership team to deliver against KPIs. Managed direct staff of 11, and supported clinical/non clinical department of 500.

Bethesda, Maryland, Us

Managed 24/7 operation of an access control, elevator security, and alarm central station. Spearheaded upgrades to technologies, including WFM, VOIP, telco and knowledge portals to streamline operations. Implemented procedures to upgrade safety and security of clients/assets. Managed 3 direct reports and 60 indirect reports.

New York, New York, Us

Responsible for sales and service goals in the branch driven by teller staff. Developed action plans for NPS and sales when not at goal. Completed required audit and compliance of the branch, including daily verification of account opening, Bank Secrecy Act, and Currency Transaction Reports.

New York, New York, Us

Managed teams to deliver against sales, service and NPS goals. Supported compliance team on multiple initiatives and audits to meet company requirements. Site lead for training including NPS and NICE Perform. Managed 26 direct reports.

New York, New York, Us

Successfully completed two year rotational management program. Supported compliance team on multiple initiatives and audits to meet company requirements. Provided hands on service to Chairman Card and general customer service inquiries.