Manage and coordinate all aspects of benefit plan implementation for new and existing customers. Provide focused service through initial post-sale client administration while fostering strong, long-term partnerships with customers and all key stakeholders including sales/service, consultants and other internal business units. Committed to promoting on-going enhancements for program installation.
Conflict resolution techniques
Meticulous attention to detail
Effective verbal and written communication skills
Embrace and promote change
Committed to continuous learning
Creative and innovative
Strong interpersonal communication skills
Trainer and mentor to new staff
Part of combined effort that helped team exceed key performance metric goals for New England Territory.
Part of combined team effort that exceeded performance threshold for turn around times resulting in monetary incentives.
Promoted to Senior Implementation Manager
Nominated for Aetna Way Silver Award
Senior Implementation Manager07/2016 to CurrentAetna, IncHartford, Connecticut
Mediate and coordinate
resolution of all project deliverables and implementation related issues to guarantee customer
expectations are met and exceeded.
Develop and execute implementation strategy consistent with customer expectations; Ensure
strategy is administered in accordance with all performance guarantee arrangements.
Assist with the selection of implementation staff and the development of training activities;
Mentor to new staff.
Identify gaps and recommend enhancements related to new and/or existing services and
workflows based on a broad view of the organization; contribute to development of new or
updated implementation tools, resources, and materials
Implementation Manager04/2006 to 07/2016Aetna, Inc.Hartford, CT
Effectively managed implementation team dynamics and provided direction/coaching to fellow team members ensuring success of the overall implementation process; engaged team members to follow-through on their responsibilities and tasks.
Maintained a high level of organization with strong attention to detail and accuracy while prioritizing a large caseload to achieve Key Performance Metrics of 98.89% quality with 99% turnaround; consistently received positive feedback from sales partners, coworkers and internal constituents.
Collaborated and developed complex account structures based on customers' objectives and Aetna's systems, administration and reporting requirements.
Successfully helped implement Mental Health Parity and Health Care Reform benefit changes to ensure Aetna remains compliant. Nominated for the Aetna Way Silver Award for my devoted assistance.
Implementation Specialist02/2004 to 04/2006Aetna, IncHartford, Connecticut
Precisely installed medical, dental and pharmacy benefits for mid-size, large and specialty accounts into Aetna systems applying state and federal legislation.
Extensive knowledge of Aetna systems and tools
Successfully met quality through strong attention to detail achieving 99.49% accuracy.
Efficiently resolved problems through effective communication skills and strong interpersonal
relationships with Implementation Managers, Sales Executives, Account Managers, Drafters and
Monitored reports on a daily basis to manage a large and complex caseload.
targeted deadlines attaining 99.76% precision.
Student Teacher02/2004 to 05/2004Jerome Harrison SchoolNorth Branford, Connecticut
Designed and implemented lesson plans.
Organized St.Jude Math-a-thon event with
Successfully applied Responsive Classroom technique to ease switch from teacher to myself
Intern09/2003 to 06/2004North Branford Elementary SchoolsNorth Branford, Connecticut
Implemented lesson plans for grades k-5 in various schools and classrooms.
Taught classes in art, music, and gym.
OTHER Fitness Consultant09/2000 to 11/2004Manhattan FitnessEast Haven, Connecticut
Supervised front desk and childcare staff to establish productive workflow.
Trained new employees for effective transitioning of old and new hires.
Promoted to fitness consultant after 1 year of front desk and childcare work.