AMANDA MUSGJERD
Northfield,IL
Summary
Winning [Job Title] with proven background in developing and leading high performing client services teams to achieve strategic growth initiatives. Exceptional communication and client relationship building skills with proven to satisfy business goals and metrics. Proficient in [Software] and project management software and tools. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Effective Client Services Vice President with [Number] years of customer service, sales and staff management experience in executive role. Proven leadership skills and demonstrated passion for applying best practices and promoting continuous improvement to drive results. Leverages cross-functional personnel, technology and reporting metrics to improve customer experiences and contribute to company success and growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Client Services, Benefits Outsourcing
Willis Towers Watson
Chicago, IL
02.2017 - Current
Vice President
LAND OF LINCOLN HEALTH INSURANCE COMPANY
Chicago, IL
10.2014 - 08.2016
- Selected by the President and CEO to create an enterprise-wide department for the startup organization to improve the end- to-end customer journey and increase customer connection and commitment through projects, programs and services
- Lead and owned decision making regarding in-sourcing and outsourcing of core functions and solutions
- Delivered leadership, expertise and business acumen to provide strategic and tactical direction for the member and provider experiences
- Monitored operational performance and made critical decisions needed to meet health plan objectives and delivered the intended experience to Company stakeholders
- Successfully developed a team of 2 into a team of 50+ employees responsible for all marketing, communications, digital, design, and customer service needs across the organization while effectively managing multiple departmental budgets and significantly reducing third party consulting and vendor expenses
- Established tracking tools, metrics and alerts that allowed teams to accurately understand the performance and status of the ecosystem at all times
- Installed mechanisms to facilitate continuous improvement and learning processes amongst team members
- Implemented key process improvements that markedly moved the organization towards increased customer satisfaction and brand loyalty.
Manager
LAND OF LINCOLN HEALTH INSURANCE COMPANY
Chicago, IL
10.2013 - 08.2014
- And Engagement
- Acilitated and supported the selection and development of new projects, using sophisticated but transparent project management tools and techniques
- Proactively built an environment and culture of continuous innovation to drive profitable revenue through the identification and incubation of breakthrough ideas
- Accountable for assigning work to and coaching other team members, and for managing the day-to-day interactions with team members
- Developed strategies to ensure effective achievement of product development activities and goals
- Worked cross functionally with teams across the value chain, including development, content, marketing, analytics, design, legal and ops
- Effectively led the development and launch of an innovative product offering through partnerships with major healthcare systems across the state which generated more than 15 thousand new members in its first months on the market
- Successfully improved an innovation agenda designed to deliver tangible results in the near-term, and sustainable competitive advantage.
Senior e-Solutions Analyst
HEALTH CARE SERVICE CORPORATION
Chicago, IL
10.2012 - 10.2013
- Successfully contributed in project definition, discovery, business case, use case development, requirements, technical designs, testing, and multiple implementations for maintenance and new software development projects
- Actively documented existing processes and defined areas for improvement for the user experience
- Lead production operations support and development of retail model—transitioning long‐term support to teams through assistance in prioritization, continued training and clear communication to business partners
- Collaborated with usability, design and business teams to prepare research & development and present retail business cases to senior management
- Synchronized training for internal customer services teams, marketing reps, producer groups and marketing communications
- Successfully lead a health care reform project to enhance the e‐commerce shopping for retail consumer markets in compliance with the Affordable Care Act implementation and identified as the first insurers to be integrated with the Federal Marketplace, the government’s online application and shopping platform
- Partnered with a cross functional team to lead all phases of the project lifecycle including project definition, scope, business case, use case development, requirements, technical designs, testing, and multiple implementations for maintenance across 5 state health plans.
Manager, Service Support
BLUE CROSS & BLUE SHIELD OF MISSISSIPPI
Flowood, MS
01.2012 - 09.2012
- Promoted by the CFO to serve as the business owner for departmental projects in support of strategic vision and change implementation
- Established and launched a new life insurance policy offering to individuals
- Delivered business area expertise related to enrollment systems and oversaw maintenance and enhancements to current systems
- Supervised personnel on data querying, reports creation, user acceptance testing, and project execution
- Analyzed data for the purpose of recognized areas developmental need /process change within department & enrollment systems
- Successfully controlled the pricing, enrollment, and customer and sales support activities related to small group and individual business.
Business Analyst
BLUE CROSS & BLUE SHIELD OF MISSISSIPPI
Flowood, MS
08.2008 - 01.2012
- Effectively possessed strong technical skills coupled with business intelligence and a deep understanding of the customer’s needs to be transformed into application and operational requirements
- Generated and produced statistical reports that could be analyzed for the purpose of identifying areas of developmental need or process change and to assist in making sound decisions
- Industrialized an online application and the automated rating for a new individual guaranteed issue product
- Possessed the ability to interact professionally with diverse groups, executives, managers, and subject matter experts and acted as a liaison among the business areas, technology team and support team
- Proactively documented current state processes and developed future state processes based on the corporate strategic vision
- Established and utilized monitoring tools to aid in the continuous review of quality assurance and quality improvement processes and to ensure accuracy and performance in support of corporate benchmarks
- Collaborated with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance
- Developed and led systems testing to the extent necessary to ensure projects meet desired strategic objectives
- Automated the manual process of created group numbers for new business through Microsoft Access
- Transitioned the new group paper submission and review processes to an online application.
Education
Master of Business Administration -
Mississippi State University
Bachelor of Business Administration - Finance
Mississippi State University
Skills
Operational Efficiency
Change Management
Issue Resolution
Certification
PMP - Project Management Professional
Timeline
PMP - Project Management Professional
06-2019
Director of Client Services, Benefits Outsourcing
Willis Towers Watson
02.2017 - Current
Vice President
LAND OF LINCOLN HEALTH INSURANCE COMPANY
10.2014 - 08.2016
Manager
LAND OF LINCOLN HEALTH INSURANCE COMPANY
10.2013 - 08.2014
Senior e-Solutions Analyst
HEALTH CARE SERVICE CORPORATION
10.2012 - 10.2013
Manager, Service Support
BLUE CROSS & BLUE SHIELD OF MISSISSIPPI
01.2012 - 09.2012
Business Analyst
BLUE CROSS & BLUE SHIELD OF MISSISSIPPI
08.2008 - 01.2012
Master of Business Administration -
Mississippi State University
Bachelor of Business Administration - Finance
Mississippi State University