Foressa Patton-Norwood
Memphis,TN
Summary
Seasoned information technology manager knowledgeable about infrastructure, security and operations management. Proactive and decisive leader with several years of related experience.
Seasoned Implementation Manager with background in effectively overseeing the execution of project plans, coordinating cross-functional teams and ensuring timely completion of tasks. Strengths include exceptional problem-solving abilities, strong leadership skills and adeptness at change management. Demonstrated success in previous roles by improving operational efficiency and fostering strong relationships with stakeholders.
Results-driven Implementation Manager known for high productivity and efficient task completion. Specialize in project management, process optimization, and cross-functional team leadership. Excel at communication, problem-solving, and adaptability to ensure successful project outcomes and client satisfaction.
Overview
28
28
years of professional experience
Work History
Implementation Manager
Cigna
Chattanooga, Tennessee
06.2015 - 03.2024
- Ensured that all team members involved in the implementation process had access to the resources they needed in order to complete their tasks efficiently.
- Developed project metrics to follow system build-out progress.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Managed the Installation of Medical, Dental, Vision and Prescription coverage for assigned books of business, ensuring timely and accurate implementation.
- Facilitated critical Installation meetings with Sales, Clients and Brokers, to resolve issues impacting members' claims and/or concerns.
- Acted as benefits expert, leading an internal team of subject matter experts within Cigna.
Customer Service Manager, Escalated Call Team
Cigna
Chattanooga, Tennessee
06.2013 - 06.2015
- Reviewed accounts for payments received or approved credit arrangements.
- Led team engagement to assist cross-functional departments and achieve goals.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Partnered with peer managers to create a positive work environment and lead process improvement initiatives.
Client Service Executive
Cigna
Chattanooga, Tennessee
04.2008 - 06.2013
- Created marketing policies and procedures, evaluating and revising to maximize team efforts.
- Developed marketing campaigns aimed at increasing client loyalty and satisfaction levels.
- Monitored incoming emails, phone calls, and other communication channels for client inquiries.
- Coordinated all claims and call inquiries for multi-site employers, ensuring client satisfaction and service levels.
- Partnered with client and internel subject matter experts to identify areas of improvement and implement changes for client satisfaction.
- Utilized expertise in claim payment procedures, benefit verification and employer communications.
Senior Plan Specification Analyst - National Accou
Cigna
Chattanooga, Tennessee
11.1998 - 04.2008
- Assessed claim payment systems for conformance with specifications.
- Implemented diagnosis, CPT, ICD-9 and procedure coding to develop automated claim processing.
- Analyzed the quality of existing products and identified areas for improvement.
- Interpreted contract language and legislation for accurate automated calculation algorithms.
Customer Service Representative
Cigna
Chattanooga, Tennessee
08.1996 - 11.1998
- Prevented key account losses by researching discrepancies and correcting problems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Demonstrated empathy and patience when dealing with frustrated and/or irate members, adapting to changing needs while multi-tasking to ensure client/customer satisfaction.
Education
Bachelor of Arts - Digital Communications And Multimedia
Alabama A&M University
Normal, AL12-1997
Skills
- Business analysis
- Software implementation
- Cross-functional team leadership
- Data migration
- Interviewing
- Account Management
- Client Presentation
- Relationship Building
- Great written and oral communication skills
- Complex Project Management
- Problem Solving
- Quality Improvement Manager
- Medical terminology
- Customer/Client Support
- Coaching
- Time Management
- Critical Thinking
- Microsoft Excel
- Microsoft Office
- Microsoft Word
- Leadership
- Strategic Planner
- Team Builder
Timeline
Implementation Manager
Cigna
06.2015 - 03.2024
Customer Service Manager, Escalated Call Team
Cigna
06.2013 - 06.2015
Client Service Executive
Cigna
04.2008 - 06.2013
Senior Plan Specification Analyst - National Accou
Cigna
11.1998 - 04.2008
Customer Service Representative
Cigna
08.1996 - 11.1998
Bachelor of Arts - Digital Communications And Multimedia
Alabama A&M University