Deanna Galura

• Assisted in troubleshooting escalated customer service issues
• Collaborated with employees to evaluate new software performance and reach technical requirements
• Oversaw development, integration and management of application interoperability, coordinating accompanying updates and test cases
• Communicated well with project teams, internal clients and external parties
• Supervised implementation project designed to improve system productivity
• Revamped existing system to improve functionality or repurpose for new requirements
• Analyzed system requirements and developed technical specifications documents
• Delivered exemplary mentoring and training to project teams, which included task delegation and performance evaluation to determine project pace and goal achievement
• Coordinated tasks with business and technology units to keep deliveries and milestones on schedule
• Administered and promoted optimal utilization of company resources to increase growth and develop various new products
• Offered decision-makers ROI and cost-benefit projections to guide project development and implementation
• Effectively interacted with cross-functional teams working in analysis, architecture, build and deployment

Manager to Technical Program Analysts providing support and coaching to increase employee
success and customer satisfaction. Responsible for identifying gaps in processes and implementing
improvements with effective change management and training tools. Manage Payroll System projects through
the end-to-end lifecycle - project management, business analysis, requirements gathering, design, development, training and roll out.

• Manage team of Analysts and Senior Analysts providing coaching, mentorship and strategic direction improvements with effective change management and training tools
• Manage Payroll System projects through the end-to-end lifecycle - project management, business analysis, requirements gathering, design, development, training and roll out
• Manage team of Analysts and Senior Analysts providing coaching, mentorship and strategic direction
• Identify gaps in processes and implement improvements with effective change management
• Remove impediments for team members to ensure world-class customer support
• Manage projects from analysis to implementation increasing customer satisfaction and the organizational goals
• Analyze complex problems, develop creative solutions, thoroughly document proposals and provide consultative support
• Complete thorough documentation on current practices, long-term needs and necessary changes to ensure viable systems
• Strategize complex business processes and procedures to meet organizational goals
• Increase cross-organizational and departmental collaboration through effective communication and followthrough

Promoted to Systems Analyst from Operations Manager. Technical problem solver responsible for intaking Salesforce system requests and converting them to user stories representing the business needs of systems users. Analyzing business processes within the systems and maintaining documentation. Act as the training expert for end-user education. Serve as the scrum master leading critical team ceremonies and innovating ways for the team to improve throughput

• Identified and solutioned Salesforce solutions for multiple groups of stakeholders
• Effectively gathered requirements from dozens of stakeholders to implement large process improvement initiatives
• Served as scrum master leading daily stand-ups, retrospectives, deep-dives, conflict management and removing impediments
• Completed thorough documentation on current practices, long-term needs and necessary changes to ensure viable systems
• Trained end-users on changes within systems/processes, providing user documentation and executing change management
• Performed QA measures on all Sprint tickets and lead UAT sessions with stakeholders

Promoted to Operations Manager from CRM Operations Manager. Project Manager/Program Manager of
Customer Support and Professional Services serving the Customer Experience Organization. Developed and
streamlined processes to increase team effectiveness. Executed change management of Systems and
processes to teams. Drive accountability and deadlines with consistent and thorough communication to
organizational stakeholders.

• Successfully transitioned Customer Support from Salesforce Classic to Lightning and Omni-Channel within three months
• Reduced manual work and frustration with effective change management of Project Planning tools
  increasing efficiency
• Automated multiple processes to increase efficiencies and overall satisfaction internally and externally
• Detected process gaps and improvement areas, solutioned for, and documented for repeatable efficiency
  gains
• Increased cross-departmental collaboration through effective communication and processes that benefit
  all

Managed cross-functional operations team, global resources, and counterparts in multiple states/countries. Developed best practices and business process improvements to increase scope and efficiency of Support Teams. Worked cross-departmentally to onboard, communicate updates, changes, and new releases while ensuring quality interactions. Established organizational KPIs and measurements. Increased Salesforce adoption, reporting, dashboarding and proficiencies.

• Managed team of three direct reports: Customer Support Trainer, Knowledge Base Analyst, Operations Specialist
• Maintained and strengthened Global Partnership to align with departmental goals
• Improved Customer Experience by identifying and solutioning for pain points
• Created consistent and reliable reporting, keying into Analytics and Forecasting models
• Produced, monitored and ensured Case Management best practices were followed on customer interactions
• Took the company from multiple Telephony Systems to one - streamlining expectations and efficiencies
• Developed a Knowledge Base within Salesforce, providing internal & external content for learning and guidance
• Established Quality Assurance metrics and coaching/training process intake and output
• Assisted Customer Support Trainer in creating and curating an end-to-end Onboarding course
• Coordinated with outside departments such as sales, marketing, product and engineering to ensure alignment
• Completed Salesforce optimization, reporting, dashboarding and streamlining
• Traveled internationally (Hyderabad & Honduras) to conduct training, development and process improvements

Developed best practices and enhanced improvements for quality, service and efficiencies of the organization/ Assisted with interviewing and onboarding of global prospects. Delivered excellent customer service and validated that support teams were providing high-caliber work results throughout the organization

• Initiated a Case Prevention program, decreasing cases submitted overall
• Established metrics on global standards and administered score cards to determine scalability
• Analyzed training gaps and administered coaching sessions appropriately
• Created and presented training and initiated process improvements to increase output
• Traveled internationally (Philippines) to conduct training and development

Supervised processes to ensure clients’ account health and performance while providing continuous outreach and tactical strategies to meet performance goals. Managed project oversight and issue prioritization methodologies. Assisted in developing and delivering presentations during onsite client visits

• Coordinated partnerships to meet execute customer needs on cloud-based benefits management platform
• Oversaw team of six Account Managers and encouraged team growth through dynamic communication
• Negotiated and proposed additional products to customers

Served as first point of contact for the largest Employer Groups and sustained relationships with insurance carriers, clients and internal resources. Replied to questions related to online enrollment, the eEnrollment application, and emails in which further information at the Carrier level was necessary.

• Led projects and focused on enhancing software applications and data exchange processes
• Articulated software releases and collaborated on new functionality within Benefitfocus products
• Worked with Administrators to make changes and/or updates to employees’ health coverage policies and served as liaison between Engineering and Administrator teams
• Worked with Administrators to make changes and/or updates to employees’ health coverage policies and served as liaison between Engineering and Administrator teams

Delivered valuable support, using various channels such as phone, email and in-person, to clients with respect to benefit choices. Identified issues and oversaw response and handling of a high volume of incoming questions and issues. Directed customers and educated on using enrollment software for enrolling and updating benefit plans. Fulfilled manual updates with carriers

• Processed, recorded and executed the Family Medical Leave Act for a large group of customers
• Supervised daily email communications with a stringent resolution deadline for largest client
• Organized and facilitated dependent documentation for open enrollment, new hires and qualifying life event changes