Summary
Overview
Work History
Education
Skills
References
Timeline
Intern

CYNTHIA "CISSY" DOVER-HILL

Tuscaloosa,AL

Summary

Committed professional with over twenty years’ experience, including multiple management positions, with a proven ability to build teams, create and implement new processes, win over difficult customers and consistently exceed expectations. My expertise includes customization and configuration of insurance software including patches and system upgrades; business analysis including documenting and testing functionality and customer service ranging from simple information to complex problem resolution.

Forward-thinking Delivery Manager equipped to handle large-scale delivery planning and execution. Proficient in driving sales and increasing customer engagement with hands-on approach at each stage. Trains, mentors and motivates staff for maximum performance.


Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

36
36
years of professional experience

Work History

Implementation Delivery Manager

Insuresoft, Inc.
02.2018 - Current
  • Lead and manage 2 distinct teams: Functional Analysts and Quality Analysts
  • Work with development managers and client service analysts to coordinate and prioritize client implementation and support work
  • Work with multiple teams to identify and resolve project and process inefficiencies
  • Actively serve as a Project Manager on implementation and support projects
  • Actively conduct internal and external team meetings
  • Create project documentation including Statement of Works (SOW), Status Reports and Risk Logs
  • Prepare team members to take on additional responsibilities and promote through the organization.
  • Improved delivery efficiency by optimizing routes and scheduling for the team.
  • Reduced customer complaints by implementing proactive communication strategies with clients.
  • Enhanced team performance by providing regular feedback, coaching, and training opportunities.
  • Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
  • Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
  • Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
  • Analyzed data from various sources to identify trends and areas for improvement within the department.
  • Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
  • Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
  • Mentored junior team members to develop their skills and advance within the organization.
  • Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
  • Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.
  • Established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success.
  • Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
  • Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
  • Supported customers via telephone, email and at sites to handle escalations and product concerns.
  • Created and enforced detailed organization processes to increase quality and service standards.

Client Services Manager

Insuresoft, Inc.
07.2012 - 02.2018
  • Led and Managed a team of Client Service Analysts
  • Directed activities on accounts to ensure customer deliverables were met on-time, and on-budget
  • Worked with Development and Product Managers to plan and organize company-wide initiatives and projects
  • Created weekly work plans and resource allocation based on the scheduled deliverables, and technical requirements of workload
  • Managed up to 13 Business Analysts & coordinated Testing Analysts working on assigned projects
  • Created and monitored project plans, and change request process ensuring timeframes and deliverables were met
  • Mentored business analysts
  • Served as the first point of escalation for issues related to builds, deliverables and new products that could not be resolved by the assigned Business Analyst.
  • Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
  • Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
  • Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
  • Identified potential upselling opportunities and presented tailored service offerings to existing clients, resulting in revenue growth.
  • Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
  • Optimized resource allocation by assessing project requirements and assigning appropriate team members accordingly.
  • Conducted regular reviews with clients to assess their satisfaction levels, gather feedback, and address any areas of concern.
  • Coordinated closely with account management teams to ensure smooth transitions between sales process completion and ongoing relationship maintenance.
  • Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
  • Developed a keen understanding of industry trends by participating in conferences and networking events which allowed me to provide better solutions for our clients.
  • Conducted periodic evaluations of team performance resulting in continuous improvement in service delivery and higher client satisfaction.
  • Built a strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Developed new employees and on-going performance assessment of current employees.
  • Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
  • Kept stakeholders up-to-date on details pertaining to client projects.
  • Established performance and service goals and held associates accountable for individual performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Project/Account Manager and Business Analyst

Insuresoft, Inc.
04.2002 - 07.2012
  • I worked with business analysts, developers, testers and the client to customize our core product and or configure customer specific requirements while meeting customer's expectations to deliver and implement a complete policy, billing and claims insurance processing system both in a Windows (.Net) environment and a web environment
  • As a Project/Account Manager I was responsible for communication, both oral and written, with all stakeholders; risk management; project plans; negotiating scope and resource for the projects while providing support for existing projects
  • As a business analyst I was responsible for understanding and documenting business requirements for new features/functionality as well as testing this functionality during development and confirming functionality was completed to requirements when delivered.
  • Collaborated effectively with cross-functional teams, ensuring seamless project execution and successful delivery.
  • Developed strong relationships with clients, fostering trust and confidence in the company''s ability to deliver on projects successfully.
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines and exceeding client expectations.
  • Optimized resource allocation by proactively identifying capacity constraints and reallocating resources as needed to maintain project timelines.
  • Implemented risk mitigation strategies to address potential financial risks associated with projects in progress or under consideration for approval.
  • Conducted thorough post-project evaluations to identify areas for improvement in future endeavors both financially and operationally.
  • Provided training sessions to new team members on company-specific accounting procedures, enhancing overall productivity levels within the department.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Contributed to team objectives in fast-paced environment.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Presented professional image consistent with company's brand values.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Met existing customers to review current services and expand sales opportunities.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Streamlined project management with effective communication and collaboration across cross-functional teams.
  • Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
  • Facilitated change management initiatives, ensuring smooth transitions during organizational transformations.
  • Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Collaborated with stakeholders to define project objectives and criteria.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Executed analysis of risks and identified risk mitigation strategies.
  • Analyzed data to identify root causes of problems and recommend corrective actions.

Office Manager

Insuresoft, Inc., Formerly a Division of Applied Systems, Inc.
04.2001 - 04.2002
  • As an Administrative Assistance to two Vice Presidents, I was responsible for pre-screening applicants, ordering office supplies, organizing and coordinating office events and serving as our office human resource representative to our corporate office.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
  • Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Quality Control Analyst

Applied Systems, Inc.
07.1999 - 04.2001
  • I was a communication liaison between our programmers and our clients
  • I documented the conversion processes, advised the agency in customizing their conversion and inspected the conversion for accuracy
  • In my inspection I used various computer programs that allowed me to create and install the conversion
  • Once the conversion was installed, I initiated follow-up calls to make sure the agency was satisfied as well as how to work within the product
  • In the event of problems, I was responsible for reporting the agencies' concerns to the programmer and working to resolve them and install any necessary corrections.
  • Enhanced product quality by conducting thorough analyses and implementing corrective actions.
  • Collaborated with cross-functional teams for effective resolution of manufacturing discrepancies.
  • Sustained high levels of customer satisfaction through timely resolution of non-conformance issues.
  • Edited, proofed and critiqued internal documents to improve clarity.
  • Consulted manuals and process documents to investigate malfunctions.
  • Created and collaborated in implementation and maintenance of customer complaint log.
  • Reported problems and concerns to management.
  • Liaised between quality control and other departments and contractors, providing project updates and consultation.

Loan Servicing Manager

First Federal Bank
05.1995 - 06.1999
  • My duties, managing all aspects of the Loan Servicing Department, included home owner's insurance, data entry of new loans, coordinating all aggregate escrow computations, scanning and storage of loan documents, collections of past due accounts, loss mitigation and foreclosure
  • My specific duties were to directly manage eleven full time employees and six part time employees
  • I solely handled the management of property taxes for approximately 6,000 loans
  • I was responsible for transmitting all mortgage insurance premiums on Federal Housing Administration (FHA) loans
  • I handled all the annual reporting to the Housing and Urban Development Department of the Home Mortgage Discount Act (HMDA)
  • In addition to these major responsibilities I also oversaw the monthly maintenance on adjustable rate loans as well as other aspects of customer service within our department
  • I was responsible for handling all audits involving my department as well as training all staff within my department
  • I actively participated in system upgrades including working with the vendor to define requirements and communication of testing results.
  • Reduced delinquency rates through proactive borrower outreach and communication strategies.
  • Enhanced customer satisfaction by providing timely and accurate loan information to borrowers.
  • Developed comprehensive training materials for new hires, resulting in faster onboarding and increased productivity.
  • Collaborated with cross-functional teams to ensure seamless loan servicing operations and compliance with regulatory requirements.
  • Managed a team of loan servicing professionals, fostering an environment of continuous learning and improvement.
  • Ensured accurate reporting to investors by maintaining thorough documentation of all loan servicing activities.
  • Optimized resource allocation by analyzing staffing needs and adjusting work schedules accordingly, maximizing departmental efficiency.
  • Provided exceptional customer service by promptly resolving borrower inquiries or concerns regarding their loans.
  • Maintained up-to-date knowledge of industry regulations, ensuring full compliance within the team''s work processes and procedures.
  • Contributed to a positive workplace culture through open communication channels and regular feedback sessions with team members.
  • Conducted regular performance evaluations of team members, providing constructive feedback and coaching to support professional growth and development.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.

Escrow Supervisor/Escrow Clerk

First Federal Bank
04.1992 - 05.1995
  • In this capacity I managed two employees
  • This position was primarily a computer-oriented job with focus on the accuracy of loan records, payment of property taxes and home owners’ insurance.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Gathered, organized and input information into digital database.
  • Improved customer satisfaction by promptly answering inquiries and providing accurate information.
  • Collaborated with team members to complete tasks efficiently and meet deadlines.
  • Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
  • Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
  • Assisted HR department in recruiting process by reviewing resumes and scheduling interviews leading to an improved talent pool.
  • Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
  • Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
  • Interacted with customers by phone, email, or in-person to provide information.

Consumer Real Estate Loan Assistant

AmSouth Bank
04.1991 - 04.1992
  • My duties included typing and closing real estate loans, contacting customers, attorneys, etc
  • To schedule loan closings
  • Loan closings included disbursing loan proceeds, balancing, and packaging all monies disbursed through/accepted by our department
  • Amounts ranged from $1.00 to $500,000.00
  • I handled all on-line inventory/purchasing for the department
  • I was responsible for (HMDA) data entry for federal government reporting for all ten Tuscaloosa branches and generating reports to our corporate office
  • I handled all aspects of home owner's insurance and title insurance policies for our department.

Receptionist/Secretary

AmSouth Bank
07.1988 - 04.1991

Education

Business Management -

University of Phoenix

Skills

  • Excellent communication skills
  • Excellent project management skills
  • Excellent Team building/leadership
  • Excellent problem-solving abilities
  • Strong analytical skills
  • Strong collaborative skills
  • Hands on and Proactive
  • Ability to manage multiple teams
  • Experience software testing
  • System and patch implementation
  • Resource/Capacity planning
  • On-Call experience
  • Vendor/Client relations
  • Stakeholder Management
  • Software Development Lifecycle
  • User Acceptance Testing
  • Team Supervision
  • Issue Resolution
  • Project Scheduling
  • Business Analysis
  • Delivery Management
  • Requirements Gathering
  • Configuration Management
  • Continuous delivery
  • Staff Management
  • Continuous Improvement
  • Quality Control
  • Vendor Management
  • Documentation
  • Adaptability
  • Effective Communication
  • Task Prioritization
  • Project Management
  • Multitasking
  • Attention to Detail

References

Available upon request

Timeline

Implementation Delivery Manager

Insuresoft, Inc.
02.2018 - Current

Client Services Manager

Insuresoft, Inc.
07.2012 - 02.2018

Project/Account Manager and Business Analyst

Insuresoft, Inc.
04.2002 - 07.2012

Office Manager

Insuresoft, Inc., Formerly a Division of Applied Systems, Inc.
04.2001 - 04.2002

Quality Control Analyst

Applied Systems, Inc.
07.1999 - 04.2001

Loan Servicing Manager

First Federal Bank
05.1995 - 06.1999

Escrow Supervisor/Escrow Clerk

First Federal Bank
04.1992 - 05.1995

Consumer Real Estate Loan Assistant

AmSouth Bank
04.1991 - 04.1992

Receptionist/Secretary

AmSouth Bank
07.1988 - 04.1991

Business Management -

University of Phoenix

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CYNTHIA "CISSY" DOVER-HILL