Mark Ellis

Expanded enrollment platform capabilities and provided industry subject matter experience to peers and consultants to enable them to see members to and through retirement successfully:

• Applied work breakdown structure approach to multi-year client migration that enabled consultants to operate out of a single system and decommission the legacy solution in just four months.
• Set attainable KPI goals, encouraged creative thinking, and problem-solving, and enabled empowerment by establishing recurring office hours meetings, recording using MS Stream to edit/store online for future playback, and coached consultants to focus on the process not just the problem.
• Improved SCRUM velocity and reduced UX maintenance backlog by 33% participating in attending internal demos, coordinating cross-functional planning meetings, and facilitating user acceptance testing.
• Designed reports and dashboards displayed via Tableau that uncovered coaching opportunities and gave meaningful insights to business partners.
• Built vendor relationships by responding to inquiries, instituting open items logs in SharePoint, and responding to client related needs timely.
• Aided Assistant Vice President of Implementation Operations in cross functional management of department. Developed strong organizational and communication skills through feedback from peers and managers and presenting at company-wide events.

Managed platform level EDI-related functions for seven strategic carrier partners:

• Made life easier for client management by standardizing platform requirements in Atlassian Confluence and developing processes to aid with the implementation and maintenance of mutual clients.
• Took complicated client installations (COBRA, Carrier Changes, Native File Formats) EDI requirements to develop targeted and standardized solutions to fit enrollment platforms' needs.
• Worked closely with sales, enterprise product and technology and client management stakeholders to identify business issues.
• Established quality standards and performed work according to project schedules.
• Handled complex problems such as best-in-class file transmission protocol and resolved issues by understanding root cause of issue and implementing solutions.
• Discovered new revenue opportunities with strategic partners and clients.
• Provided consultation and training support prior to Annual Enrollment to client management regarding EDI and participant-level best practices to ensure client success.

Maintained impeccable office organization to support efficiency, professionalism and performance objectives for six recruiters in three offices across Houston, Dubai and Mexico City:

• Business contact for IT supporting migration from legacy ATS to Bullhorn. Provided thorough checkout and user acceptance testing prior to deploying to recruiters.
• Planned and executed recruitment events to bring in area candidates. Tracked personal and financial information of employees.
• Sourced, qualified, and conducted screening interviews with job candidates.
• Maintained and updated ATS training materials and organizational charts in PowerPoint.
• Created a layout for an executive dashboard report using MS Access as a backend for easy customization of data.

Motivated and integral site leader responsible for managing successful client adoption, expansion, and renewals of West's call center footprint for highly complex and strategic accounts:

• Held three leadership positions in Call Center and Client Management developing talent and growing key fortune 500 accounts before being promoted to role in 2011.
• Trained site leadership and users to work with enterprise proprietary CRM computer systems and programs.
• Facilitated Client change orders and monthly invoicing in tandem with Corporate Accounting.
• Motivated team members (9 direct reports and 250 peak indirect employees) and devised strategies to improve workflow.
• Campus Business Continuity and Disaster Recovery Planning Lead.
• Maintained regular engagement with key onsite client contacts while influencing key stakeholders.
• Drafted budgets, kept financial reports and presented results to supervisors.
• Provided strategic recommendations to Vice President of Client Operations regarding new or modified company practices.
• Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.