Karen M. Ferrone
Waverly Hall,Georgia
Summary
Visionary, results driven, senior-level professional equipped with over 15 years of verifiable success in the areas of 3rd party enrollment/payroll integrations, business development, strategic planning, contracting and negotiating, EDI file processes and improvement, and implementation of call centers. Strong ability to utilize a wide range of transferable skills and knowledge to consistently exceed expectations. Dedicated to driving and improving operational excellence and successfully guiding organizations in enrollment technology efficiencies.
Overview
15
15
years of professional experience
Work History
Director, Enrollment Technology and Strategy
Symetra
Bellevue, WA
03.2021 - Current
- Assisting with creation of marketing strategy and advertising initiatives used to promote Symetra's technology partnerships.
- Developed seven new impactful and strategic partnerships with technology partners to drive business development.
- Developed new processes and procedures for supporting new and existing integrations.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries
- Analyzed business needs while soliciting customer feedback for process improvements.
- Evaluated company documentation to verify alignment with regulatory requirements
- Documented processes and drafted SOPs to comply with regulations and company policies
- Leveraged professional networks and industry knowledge to strengthen client relationships
- Delegated assignments based on plans, project needs and knowledge of individual team members.
- Established performance goals for direct reports and provided feedback on methods for reaching those milestones.
- Training internal teams on new enrollment technology tools, new processes and documentation needed to support such tools.
Enrollment Technology Relationship Manager
MassMutual
Enfield, CT
01.2018 - 03.2021
- Work with BenTech partners to develop, implement and iterate enrollment process and technology strategy to facilitate exchange of employee enrollment data to be processed with carriers
- Collaborate with programmers, underwriters, actuarial leaders, and claim experts to develop plans for new lines of business and or improving existing business
- Manage new and existing contractual aspects and expectations for third- party technology partners
- Provided coaching and training internally and externally on benefits of utilizing third party enrollment/payroll administration tools
- Provide support for day to day operation of EDI files, processes and improvement
- Coordinate strategic business planning for assigned third-party partners
- Developed company integration guides
- Developed technical specification documents for all worksite products and projects.
Enrollment Technology Consultant
Aflac
Columbus, GA
01.2014 - 01.2018
- Managed new and existing (68) third-party BenTech vendors each month
- EDI file implementation and management
- Implemented and managed SSO/TPI connections
- EDI file requirements could be supported by third-party partners
- Oversaw contracts for over 30 different vendors/partnerships using both manual and automated strategies
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships
- Conducted risk analysis for all third-party integrations
- Trained Brokers and Agents on best enrollment practices when utilizing call centers and benefit administration systems
- Developed and implemented new proprietary enrollment solution for Aflac
- Managed training content and delivery for new proprietary enrollment system
- Assisted with creation, development, and onboarding of new integration Team at Aflac.
Account Systems Coordinator
Aflac
Columbus, GA
01.2011 - 01.2014
- Increased Aflac sales by implementing strategies to develop and expand client base using electronic enrollment systems (in one year, added over $400,000 in new premium)
- Vendor Management (vendor contracts, risk assessments, sales contracts and compensation recovery)
- Designated as company subject matter expert for enrollment technology
- Managed production and usage reports for executive leadership
- Managed SOW’s for third-party projects
- Created and delivered training content for Aflac enrollment tools.
Enrollment Technology Consultant
Capricorn Systems, Inc
Columbus, GA
01.2010 - 01.2011
- Orchestrated core enrollments using various enrollment technology software
- Trained and coordinated communication between third party enrollment partners and clients
- Managed post enrollment processes between third party enrollment partners and clients
- Adviser to Senior leadership on strategic implementation planning and escalation processes.
- Improved operations through consistent hard work and dedication.
- Prepared variety of different written communications, reports and documents.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Participated in team-building activities to enhance working relationships.
- Developed and maintained courteous and effective working relationships.
Agency Development Manager
Colonial Life
Indianapolis, IN
01.2008 - 01.2010
- Developed and delivered engaging sales presentations to convey product benefits.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Hired, trained and developed professional sales team built for business to business marketing.
- Implemented brand marketing and sales campaigns.
- Initiated and grew broker relationships to include securing a national partnership for Colonial Life.
- Organized sales paperwork, presented proposals and finalized contracts.
- Boosted brand awareness, implemented promotional campaigns and employed sales tactics as part of territory development.
- Member of National Enrollment Team specializing in multi-level employee education and communication.
- Programmed field technology selling tools.
- Protected client and co-worker confidentiality, maintained data privacy compliance and adhered to HIPAA restrictions.
- Attended seminars, conferences and organizational activities to maintain management expertise.
- Established team priorities, maintained schedules and monitored performance
- Served as liaison for company, clients and agents regarding inquiries, issues, post-sales follow-up and customer relations.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
Education
Associate of - Science Technology-Cyber Security
Purdue University Global
Lafayette, IN11.2021
Skills
- Operational Efficiencies
- Issues Resolution
- Risk Assessment
- Negotiation
- Contract Management
- 3rd Party Integration Management
- API/SSO/TPI Connections
- Standard/Custom EDI File Processing
- Data Integrity
- Conflict Resolution
- Staff Management
- Project Management
Additional Information
- IT Fundamentals Certification | Purdue University 2021
- SPOT Award | MassMutual 2020
- Outstanding Contributions | MassMutual 2020
- Exemplifying Leadership | MassMutual 2020
- TEAM Award | Aflac 2012
- Gold Feather Recipient |Aflac 2014-2018
- Indiana Agency Development Manager of the year | Colonial Life 2009
Timeline
Director, Enrollment Technology and Strategy
Symetra
03.2021 - Current
Enrollment Technology Relationship Manager
MassMutual
01.2018 - 03.2021
Enrollment Technology Consultant
Aflac
01.2014 - 01.2018
Account Systems Coordinator
Aflac
01.2011 - 01.2014
Enrollment Technology Consultant
Capricorn Systems, Inc
01.2010 - 01.2011
Agency Development Manager
Colonial Life
01.2008 - 01.2010
Associate of - Science Technology-Cyber Security
Purdue University Global
Philanthropy
- Gardner and Technology Assistant | Columbus Botanical Gardens 2020-Current
- Running Mentor & Training Coach | 2010-Current
- Race Support | Columbus Road Runners 2018-Current
- Storyteller | Blanchard Elementary School 2018 & 2019
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