Jonni Merritt
CAPE CORAL,FL
Summary
Driven by a results-focused approach at Cigna, Leveraging expertise in Operations Management and Team Leadership to enhance customer satisfaction and streamline processes. Strategic planning and cross-functional teamwork led to significant operational improvements, fostering a culture of continuous learning and innovation. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
24
24
years of professional experience
Work History
Product Management Manager
Cigna
01.2018 - 04.2024
- Accomplished multiple tasks within established timeframes.
- Managed 9 different Products at the same time.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Data Management Analyst
Cigna
10.2013 - 01.2018
- Contributed to development of annual performance metrics by supplying accurate, up-to-date data on key business indicators.
- Optimized database performance with regular maintenance, indexing, and query optimization strategies.
- Delivered accurate and timely reporting by automating report generation processes and establishing clear deadlines for data submission.
- Supported successful migration of legacy systems to new platforms by ensuring consistent data mapping and seamless transfer of information.
- Assisted in design of custom-built applications tailored to meet unique needs of different departments within organization.
- Provided ongoing technical support to end-users experiencing difficulties with accessing or interpreting organizational databases or reports.
- Acted as trusted resource for resolution of data-related issues, working closely with other analysts to troubleshoot problems and develop creative solutions.
- Championed strict adherence to company-wide data governance policies, fostering culture of accountability among employees handling sensitive information.
- Trained new hires on best practices related to data integrity, security protocols, and efficient file management techniques.
- Implemented advanced analytical techniques to derive valuable insights from complex datasets, informing business strategy decisions.
- Reduced manual data entry errors by creating user-friendly templates and standardized input formats.
- Collaborated with cross-functional teams to ensure seamless integration of data management systems across departments.
- Developed comprehensive documentation on data requirements and specifications for internal knowledge sharing and training purposes.
- Troubleshot data-related problems and coordinated maintenance or modifications to correct defects.
- Collaborated with multi-functional roles to communicate and align development efforts.
- Tested software applications and systems to identify enhancement opportunities.
- Cooperated fully with product owners and enterprise architects to understand requirements.
Implementation Manager
Cigna
04.2006 - 10.2013
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Administrated close to 100 accounts in eastern United States.
- Completed routine and complex account updates to resolve problems.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- 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 implementation efforts.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
- Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within organization.
- Troubleshot technical issues during implementations, working closely with IT teams to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
- Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
- Conducted thorough risk assessments for potential projects, mitigating issues before they arose during implementation phases.
- Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
- Optimized resource allocation by accurately forecasting workload demands based on historical data analysis and current trends.
- 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.
- Mentored junior staff members through hands-on training sessions and regular performance reviews to enhance their professional growth opportunities.
- Documented processes to streamline setup, customization and maintenance.
- Maintained accurate records of project documentation including status reports, meeting minutes, resource tracking spreadsheets which aided future decision-making activities efficiently when required often.
Customer Service Lead
Cigna
04.2000 - 10.2006
- Resolved customer service issues using company processes and policies and provided updates to customers.
- One of 3 Leads for 100 CSR call center.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Reviewed associate performance to identify training needs.
- Reduced average call handling time through efficient problem diagnosis and resolution techniques.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Greeted customers and listened closely to problems described to determine solutions.
- Responded to customer requests for products, services, and company information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
Education
No Degree - Business Administration
University of Northern Colorado
Greeley, COSkills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Management
- Operations Management
- Project Management
- Cross-Functional Teamwork
- Performance Evaluations
- Decision-Making
- Adaptability and Flexibility
- Attention to Detail
Timeline
Product Management Manager
Cigna
01.2018 - 04.2024
Data Management Analyst
Cigna
10.2013 - 01.2018
Implementation Manager
Cigna
04.2006 - 10.2013
Customer Service Lead
Cigna
04.2000 - 10.2006
No Degree - Business Administration
University of Northern Colorado