FREDERICK PARRISH
Titusville,FL
Summary
Operations and project management leader with 20+ years of experience directing enterprise-scale projects and programs and leading complex, customer-facing teams across healthcare, financial services, telecommunications, and digital media. Proven ability to stabilize operations, lead leaders, drive accountability, and deliver measurable improvements in performance, customer experience, cost control, and execution.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Manager, Operations & Service Delivery
Cigna
Orlando, FL
01.2023 - 04.2024
- Directed end-to-end healthcare operations and enterprise project delivery supporting supplemental health and income protection products.
- Owned execution across service levels, customer experience, workforce productivity, quality, and operational stability.
- Drove operational strategy, budgeting, forecasting, and capacity planning, working closely with workforce management partners and executive leadership.
- Streamlined processes, reducing turnaround times for key deliverables across departments.
- Built, developed, and led multi-layered management teams through structured hiring, onboarding, coaching, and accountability.
- Led cross-functional teams to develop comprehensive project plans, aligning resources with organizational goals to deliver high-quality results.
- Mentored junior managers, fostering skill development and enhancing team performance.
- Improved access and call handling performance, driving an 83% improvement in Average Speed of Answer and an 81% reduction in Abandonment Rate.
Manager, Operations & Client Delivery
Cigna / Express Scripts
Orlando, FL
05.2019 - 01.2023
- Led cross-functional healthcare operations teams to implement process improvements enhancing operational efficiency.
- Developed and monitored key performance indicators to drive strategic decision-making.
- Mentored junior staff, fostering professional development and enhancing team capabilities.
- Oversaw project management initiatives, ensuring timely delivery of strategic objectives.
- Established training programs to improve employee performance and compliance with industry regulations.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Stabilized at-risk commercial and commercial client relationships through quality governance, resource optimization, and stakeholder engagement.
- Designed and implemented a centralized quality operating model, reducing pharmacy quality errors by 73%.
- Improved workforce productivity by 40% through integrated training, enablement, and SME mentorship programs.
Senior Manager
Ricoh Americas Corporation
Melbourne, FL
01.2014 - 01.2019
- Led client operations and program delivery for white-glove enterprise accounts in a high-volume, SLA-driven environment.
- Owned escalation management, pricing governance, and service delivery accountability for complex client relationships.
- Improved productivity by 15.1% while managing a 17% headcount reduction through operating model optimization.
- Ranked #1 of 16 managers for customer satisfaction (97.7%).
- Led mentoring, talent development, and inclusion initiatives as Chair of the Florida Diversity Business Resource Council.
- Established key performance indicators to measure success and support continuous improvement efforts.
- Implemented strategic initiatives that improved service delivery and customer satisfaction.
Senior Project Manager, Client Services
Sprint
Altamonte Springs, FL
01.2011 - 01.2014
- Provided program-level coordination across multiple related projects, ensuring alignment to strategic objectives and delivery timelines.
- Directed cross-functional workstreams impacting 250+ production employees across multiple functions.
- Developed comprehensive project plans outlining scope, timeline, resources, and deliverables.
- Aligned leadership teams to improve service delivery standards.
- Served as Communications and Change liaison, leading operational launches and enterprise change initiatives across operations, training, technology, and leadership teams.
- Conducted risk assessments to identify potential issues and developed mitigation strategies, resulting in a30% reduction in executive escalations 30%.
- Implemented process improvements that enhanced operational efficiency, resulting in an 11% improvement in client satisfaction.
Project Manager
Sprint
Altamonte Springs, FL
01.2009 - 12.2010
- Led service delivery and operational improvement initiatives supporting billing, escalation management, and workforce continuity.
- Led cross-functional teams to deliver projects on time and within budget.
- Improved escalation resolution rates by 25% through process redesign and workflow standardization.
- Reduced cost per call by 47% by establishing governance and approval standards for billing adjustments.
- Partnered with functional leaders to maintain continuity during a 30% department headcount reduction.
- Streamlined communication processes between stakeholders, enhancing collaboration and information flow.
- Mentored junior team members on project management best practices and tools to improve efficiency.
- Streamlined communication channels for better collaboration with cross-functional teams, resulting in enhanced project efficiency.
- Developed project plans and schedules using Agile methodologies for efficient execution.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Skills
- Operations Leadership & Service Delivery
- Project & Program Management (PMP)
- Performance & KPI Management (VOC / NPS / SLA / CSAT)
- People Leadership, Coaching & Talent Development
- Operational Strategy, Budgeting & Forecasting
- Process Improvement & Continuous Improvement
- Change Management & Organizational Transformation
- Cross-Functional & Executive Stakeholder Leadership
- Risk, Issue & Escalation Management
- Healthcare, Financial Services, Telecommunications, Digital Media
- Project Management
Certification
- Project Management Professional (PMP), Project Management Institute
- Microsoft Office Professional (MOS), Ricoh Learning Institute
- Mastering Microsoft Project, New Horizons Computer Learning Center
- Queens College, Flushing NY – Coursework
Timeline
Senior Manager, Operations & Service Delivery
Cigna
01.2023 - 04.2024
Manager, Operations & Client Delivery
Cigna / Express Scripts
05.2019 - 01.2023
Senior Manager
Ricoh Americas Corporation
01.2014 - 01.2019
Senior Project Manager, Client Services
Sprint
01.2011 - 01.2014
Project Manager
Sprint
01.2009 - 12.2010