Joquetta Randolph
San Antonio,FL
Summary
Implementation and project leader with 10+ years in Financial Services. Expertise in leading high-performing teams and managing vendor relationships to ensure SLA and KPI compliance. Demonstrated success in streamlining processes and enhancing customer service through cross-functional collaboration.
Overview
12
12
years of professional experience
Work History
Process Manager- Implementation & Enrollment
Prudential Financial
Remote
05.2022 - 07.2025
- Directed a team of 15+ vendors in the setup and enrollment of group insurance benefits plans.
- Streamlined daily operations to enhance process efficiency and effectiveness.
- Coordinated cross-departmental projects to ensure timely completion of initiatives.
- Analyzed workflow processes to identify areas for improvement and optimization.
- Implemented RPA and platform upgrades, resulting in a 40% improvement in delivery scalability and efficiency.
Business Procedures Consultant II
Metlife
Remote
12.2021 - 04.2022
- Managed updates to Absence Management systems to ensure compliance with evolving legislation.
- Integrated legal and compliance changes into claims processes, ensuring alignment with operational standards.
- Led strategic initiatives aimed at optimizing legal compliance and continuous improvement.
Implementation Leader II
Metlife
Tampa, FL
09.2018 - 12.2021
- Managed the integration of group insurance products, ensuring seamless onboarding for Life, Disability, Dental, Vision, and Supplemental Health.
- Partnered with third-party administrators, brokers, and employer groups to customize enrollment and benefit offerings.
- Received and analyzed feedback from field and clients to optimize processes and support sales expansion.
Long Term Disability Claims Specialist
Metlife
Tampa, FL
02.2016 - 09.2018
- Managed complex LTD claims, ensuring decision accuracy and compliance.
- Collaborated with medical professionals to ensure accurate claim adjudication and effective resolution.
- Directed initiatives to refine processes, resulting in a 30% improvement in turnaround time.
Field Initial Action Adjuster II
Infinity Insurance
Tampa, FL
10.2013 - 02.2016
- Evaluated insurance claims for accuracy and compliance with company policies.
- Conducted thorough investigations to determine claim validity and coverage.
- Detected fraudulent patterns and collaborated with the Special Investigations Unit when necessary.
Education
Graduate Certificate - Project Management
University of South Florida
Tampa, FL04-2025
MBA -
Saint Leo University
Saint Leo, FL03-2014
Bachelor of Arts - Criminology
University of South Florida
Tampa, FL05-2010
Skills
- Process optimization
- Compliance management
- Project management
- Cross-functional collaboration
- Client relationship management
- Cross-functional team leadership
- Continuous improvement
- Team leadership
- Customer service
Timeline
Process Manager- Implementation & Enrollment
Prudential Financial
05.2022 - 07.2025
Business Procedures Consultant II
Metlife
12.2021 - 04.2022
Implementation Leader II
Metlife
09.2018 - 12.2021
Long Term Disability Claims Specialist
Metlife
02.2016 - 09.2018
Field Initial Action Adjuster II
Infinity Insurance
10.2013 - 02.2016
Graduate Certificate - Project Management
University of South Florida
MBA -
Saint Leo University
Bachelor of Arts - Criminology
University of South Florida
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