Summary
Overview
Work History
Education
Skills
Timeline
Generic

Foressa Norwood

Bartlett

Summary

With a proven track record at Cigna Corporation, I excel in software implementation and fostering team collaboration. Demonstrating adaptability and a knack for problem-solving, I've led teams to exceed client expectations and streamline processes, achieving significant efficiency improvements. My strategic planning and interpersonal skills have been pivotal in enhancing client satisfaction and operational success.

Overview

28
28
years of professional experience

Work History

Implementation Manager

Cigna Corporation
06.2015 - 02.2024
  • Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
  • Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
  • Led a diverse team of professionals in successfully completing complex implementations on time and within budget constraints.
  • Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
  • Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
  • Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
  • Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
  • Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
  • Exceeded client expectations by delivering high-quality solutions tailored specifically to their unique needs and requirements consistently throughout projects undertaken over time range.
  • Streamlined implementation processes by identifying inefficiencies and implementing best practices, resulting in reduced project timelines.
  • Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
  • Documented processes to streamline setup, customization and maintenance.

Customer Service Manager- Escalated Call Team

Cigna Corporation
06.2013 - 06.2015
  • 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.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • 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.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • 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.
  • Researched and corrected customer concerns to promote company loyalty.
  • 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.

Client Service Executive

Cigna Corporation
04.2008 - 06.2013
  • Built a reputation as a trusted advisor to clients by consistently providing insightful analysis and actionable recommendations.
  • Demonstrated excellent problem-solving skills in handling challenging situations that arose in client engagements.
  • Developed strong relationships with key clients, fostering trust and loyalty.
  • Assisted in the development of strategic plans for key accounts, driving long-term success and profitability.
  • Conducted regular reviews of account performance, identifying opportunities for growth and improvement.
  • Collaborated with internal teams to deliver customized solutions for clients'' unique needs.
  • Developed and maintained existing client relationship and developed new client relationships.
  • Managed a diverse portfolio of accounts, ensuring top-notch customer service and support.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Organized regular team meetings which led to improved collaboration among team members towards achieving common goals.
  • Provided expert guidance in navigating complex product offerings, enabling clients to make informed decisions.
  • Scheduled sales visits in assigned territories.
  • Maintained up-to-date knowledge of industry trends and developments to provide informed recommendations to clients.
  • Coordinated effectively with cross-functional teams such as sales, marketing, finance and technical support for optimal client service delivery.
  • Identified business challenges and presented solutions to challenges.
  • Ensured timely execution of client requests by coordinating effectively with internal departments and external partners.
  • Oversaw the onboarding process for new clients, guaranteeing a seamless transition into our services.
  • Maintained and executed yearly formal business plans.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.

Senior Plan Automation Analyst

Cigna Corporation
11.1998 - 04.2008
  • Developed automation test strategies and test plans.
  • Executed automated test cases for every ICD-9, ICD-10, CPT, and Procedure code to meet client needs.
  • Collaborated with cross-functional teams to develop comprehensive automation plans, ensuring optimal results and performance.
  • Supported continuous improvement initiatives by proactively seeking opportunities to enhance existing automation infrastructure.
  • Designed custom scripts and macros to enhance the functionality of automation tools, tailoring solutions to meet specific business needs.
  • Mentored junior team members in best practices related to automation tools, fostering a culture of collaboration and shared learning.
  • Enhanced automation capabilities by designing and implementing effective process improvements.
  • Designed and developed generic reusable automation testing frameworks.
  • Conducted thorough analysis of current processes to identify potential areas for improvement through automation initiatives.
  • Streamlined business processes for increased efficiency with the development of customized automation solutions.
  • Reduced error rates by identifying bottlenecks in existing workflows and applying appropriate automation strategies.
  • Monitored performance metrics for automated processes, utilizing data-driven insights to identify areas for further optimization and refinement.
  • Provided detailed documentation for all implemented automated systems, enabling smooth knowledge transfer and ongoing maintenance efforts.
  • Ensured compliance with industry standards and best practices through rigorous quality assurance measures during all stages of project development and execution.
  • Troubleshot issues with existing automated processes, providing prompt resolutions to minimize downtime and maintain high levels of efficiency throughout operations.
  • Partnered with vendors to evaluate and select appropriate tools for automation projects, ensuring compatibility with existing systems and optimal results.
  • Developed robust testing frameworks to ensure the reliability and functionality of newly-implemented automated systems.
  • Delivered cost savings by automating manual tasks, reducing labor costs and increasing overall operational efficiency.

Customer Service Representative

Cigna Corporation
08.1996 - 11.1998
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • 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.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Education

Radio And Television Broadcasting

Alabama A&M University
Normal, AL
12-1997

High School Diploma -

Marion County High School
Jasper, TN
05-1993

Skills

  • Software implementation
  • Data migration
  • Requirements gathering
  • Business analysis
  • Cross-functional team leadership
  • Project leadership
  • Project coordination
  • Task prioritization
  • Project lifecycle management
  • Operational reporting
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Decision-making
  • Relationship building
  • Team building
  • Self motivation
  • Interpersonal skills
  • Analytical thinking
  • Professionalism
  • Interpersonal communication
  • Strategic planning
  • Adaptability
  • Written communication
  • Quality assurance
  • Project management
  • Problem-solving aptitude
  • Service management
  • Windows 95/98/2000/XP/XP pro/nt

Timeline

Implementation Manager

Cigna Corporation
06.2015 - 02.2024

Customer Service Manager- Escalated Call Team

Cigna Corporation
06.2013 - 06.2015

Client Service Executive

Cigna Corporation
04.2008 - 06.2013

Senior Plan Automation Analyst

Cigna Corporation
11.1998 - 04.2008

Customer Service Representative

Cigna Corporation
08.1996 - 11.1998

Radio And Television Broadcasting

Alabama A&M University

High School Diploma -

Marion County High School

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Foressa Norwood