Angela Guthrie
Howard,OH
Summary
Experienced Senior Project Manager gifted at meeting tight deadlines, driving business opportunities and working well in team-based environments. Engaging and personable to manage key milestones and deliver exemplary customer service with a passion for customer experience improvement.
Overview
16
16
years of professional experience
Work History
Senior Project Manager
Aetna
01.2021 - Current
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Communicated project plans and progress to key stakeholders and project contributors.
- Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
- Established and managed change management processes to fulfill successful project transitions.
- Implemented change management processes to accommodate evolving project requirements while minimizing disruptions.
- Updated customers and senior leaders on progress and roadblocks.
- Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
- Championed innovative approaches when faced with complex problems or opportunities requiring non-traditional thinking.
- Nurtured strong working relationships with internal and external stakeholders, building trust and credibility that facilitated smooth collaboration on shared goals.
- Spearheaded process improvement initiatives that resulted in increased productivity and streamlined workflows across departments.
- Developed and maintained relationships with key stakeholders to meet objectives and boost rapport.
Project Manager
Aetna
09.2019 - 01.2021
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Identified plans and resources required to meet project goals and objectives.
- Provided detailed project status updates to stakeholders and executive management.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
Manager of Operations
Aetna
07.2018 - 09.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Plan Sponsor Liaison
Aetna
08.2015 - 07.2018
- Coordinated implementation of new plans or changes to existing plans smoothly without disruption to ongoing operations.
- Collaborated with cross-functional teams to develop customized solutions for unique plan sponsor needs.
- Delivered presentations at conferences and seminars, showcasing company expertise to current and prospective clients.
- Developed strong relationships with plan sponsors, leading to increased trust and long-term client retention.
- Maintained comprehensive knowledge of company products and services, serving as a valuable resource for both internal teams and external clients.
- Identified areas of concern for plan sponsors, implementing corrective actions to mitigate risks.
- Reduced response time to plan sponsor inquiries, ensuring prompt and accurate support.
- Enhanced plan sponsor satisfaction by efficiently addressing inquiries and providing timely resolutions.
- Assisted in the negotiation of contracts with new or existing clients, securing favorable terms that met business objectives.
- Streamlined communication between plan sponsors and internal teams for improved collaboration on projects.
- Achieved high client satisfaction ratings by consistently delivering exceptional service while maintaining open lines of communication.
- Managed complex projects for plan sponsors, resulting in successful completion within deadlines.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Built relationships with vendors to foster quality service delivery.
- Created employee education programs to improve understanding of benefits packages and increase utilization.
- Created detailed job description library for organization and maintained relevance with regular updates..
Customer Service Supervisor
Aetna
03.2013 - 07.2015
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Customer Service Representative
Aetna
09.2008 - 03.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
MBA -
Capella University
Minneapolis, MN04.2022
Bachelor of Science - Business Management
Capella University
Minneapolis, MN06.2020
High School Diploma -
Centerburg High School
Centerburg, OH06.2004
Skills
- Project Planning
- Scope Management
- Client Relationship Management
- Project Scheduling
- Cross-Functional Communication
- Client Relations
- Training and mentoring
- Meeting facilitation
- Meeting participation
- Agile Methodology
- KPI Tracking
- Client liaison
- Project Management
- Team Leadership
- Team Collaboration
- Work Planning and Prioritization
- Detail Oriented
- Conflict Resolution
- Relationship Building
- Agile Methodologies
- Customer Relationship Management
- Creative Thinking
- Phone and Email Etiquette
- Performance monitoring
- Information Technology Management
- Staff Management
- Idea Development and Brainstorming
- Mind Mapping
- Asana software
- Requirements Gathering
- Specification Review
- Project plan development
Timeline
Senior Project Manager
Aetna
01.2021 - Current
Project Manager
Aetna
09.2019 - 01.2021
Manager of Operations
Aetna
07.2018 - 09.2019
Plan Sponsor Liaison
Aetna
08.2015 - 07.2018
Customer Service Supervisor
Aetna
03.2013 - 07.2015
Customer Service Representative
Aetna
09.2008 - 03.2013
MBA -
Capella University
Bachelor of Science - Business Management
Capella University
High School Diploma -
Centerburg High School