Summary
Overview
Work History
Education
Skills
Quote
Software
Interests
Work Availability
Timeline
BusinessDevelopmentManager
ANDREW YORK HODSDON

ANDREW YORK HODSDON

KENNEBUNK,USA

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

17
17
years of professional experience

Work History

Director of Support

AbsenceSoft
09.2021 - Current
  • Enhanced Customer Experience: Spearheaded company-wide initiatives to optimize customer experience across all product lifecycle stages, from pre-sales through to post-implementation support including
  • Executive Leadership Collaboration and Reporting: Collaborated with executive leadership for our enterprise and strategic clients, creating and presenting QBR reports that highlighted our performance against key metrics. I provided detailed statistics on support backlog, offered insights on roadmap initiatives, and delivered updates on bug remediation efforts to ensure alignment with client expectations
  • Performance Metrics Management: Directed the tracking, analysis, and reporting of 7 key performance indicators (KPIs), producing detailed reports to monitor both leading and lagging indicators. This initiative led to a 60% reduction in ticket backlog and played a crucial role in shaping staffing plans to accommodate a growing book of business.
  • Implemented CSAT Surveys: Designed and deployed new Customer Satisfaction (CSAT) surveys to capture real-time feedback, leading to continuous improvement and achieving an average rating of 4.5 out of 5 stars for the first half of 2024.
  • Compliance and Audits: Conducted thorough audits of case handling procedures to ensure adherence to industry standards and internal policies, enhancing operational integrity.
  • Support Team Leadership: Established and communicated clear performance goals, communication protocols, and customer satisfaction benchmarks for the support team.
  • Major Incident Management: Developed and oversaw procedures for managing Major Incidents, ensuring timely customer updates and conducting retrospectives to generate Root Cause Analysis reports for continuous improvement.

Product Owner

Aflac
09.2016 - 09.2021
  • Led Team for Claims Servicing Requirements: Directed a cross-functional team comprising 3 Salesforce Developers, 2 Administrators, and 2 Business Analysts to develop comprehensive business, functional, and technical requirements for Claims Servicing. This leadership resulted in a 20% increase in project delivery efficiency and accuracy.
  • Scrum KPIs Management: Collaborated with the Scrum Master to ensure the team met critical KPIs, including Velocity and burn-down, consistently achieving a 90% completion rate for each 3-week sprint.
  • Roadmap Development: Designed and implemented annual roadmaps outlining product vision, goals, and milestones, which guided successful project execution and strategic alignment. This initiative led to a 15% improvement in on-time project deliveries.

Manager, Project Managent

Prudential Financial
03.2008 - 09.2016
  • Cross-Functional Team Leadership: Led cross-functional teams comprising operations, IT, and PMO to achieve project objectives, fostering a collaborative culture and driving innovation, which resulted in a increase in team performance and project delivery success.
  • Program and Project Management: Developed and managed comprehensive program and project plans for the projects, establishing key milestones and creating RACI and RAID logs. Ensured stakeholder accountability and effective oversight
  • Workflow Optimization: Identified and resolved bottlenecks in existing systems, implementing solutions that streamlined workflows and improved operational efficiency.
  • Managed Product Backlog: Accountable for identifying and prioritizing feature enhancements and bugs with an implementation cost under $50,000 for Disability and Absence Management Operations. Collaborated with IT to deliver these projects using ITIL SDLC, resulting in a 10% improvement in feature deployment efficiency.
  • Product Launch and Office Expansion: Spearheaded the successful launch of new products including Absence Management, Voluntary Benefits, and a new Underwriting platform within a large Group Insurance portfolio. Managed the opening and staffing of 2 new office locations, significantly enhancing support and expanding market reach.

Education

Bachelor of Arts - History

University of Southern Maine
Portland, ME
05.2007

Skills

  • Customer Support
  • Data-driven decision-making
  • Innovation and Creativity
  • Staff Development
  • Stakeholder Management

Quote

Judge a man by his questions rather than his answers.
Voltaire

Software

Salesforce

SOQL, SQL, No-SQL

Python

C#

Interests

Mountain Biking

Hiking

Skiing

Soccer

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Director of Support

AbsenceSoft
09.2021 - Current

Product Owner

Aflac
09.2016 - 09.2021

Manager, Project Managent

Prudential Financial
03.2008 - 09.2016

Bachelor of Arts - History

University of Southern Maine

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ANDREW YORK HODSDON