Kevin Carling
Hartford,CT
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Sr. Manager of Customer Implementations
CVS Healthcare - National Accounts
09.2023 - Current
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Acted as the single point-of-contact for field sales, brokers, plan sponsors, and other internal/external parties throughout the case installation process; identifies and interprets plan sponsor benefit plan needs/requirements and takes appropriate action to avoid potential problems and ensure seamless plan integration.
- Built and developed processes, initiatives to build new membership growth and provided to retain membership.
- Understands benefits, rates, enrollment, plan designs to be able to provide plan sponsors with the required resources to make informed decisions and changes.
- Employed rigorous financial and value-based analysis to manage and enhance department profitability. This included cutting expense cost, managing waste while providing the best product to the plan sponsor.
- Educated customer upon completion of implementation to guide and direct them in the ongoing administration of their international employees' life and health insurance plan.
Sr. Manager of Customer Implementations
Aetna Student Health
10.2021 - 09.2023
- Provided strong leadership to enhance team productivity and morale
- Managed cross-functional team of 10 professionals overseeing implementations of student health plans.
- Implemented strategic and tactical plans in support of achieving targeted business objectives related to customer satisfaction, superior account management and cost-effective service delivery.
- Provided customers with required resources and guidance for making informed managed care plan design decisions and changes.
- Acted as the single point-of-contact for field sales, brokers, plan sponsors, and other internal/external parties throughout the case installation process; identifies and interprets plan sponsor benefit plan needs/requirements and takes appropriate action to avoid potential problems and ensure seamless plan integration.
- Understands benefits, rates, enrollment, plan designs to be able to provide plan sponsors with the required resources to make informed decisions and changes.
- Employed rigorous financial and value-based analysis to manage and enhance department profitability. This included cutting expense cost, managing waste while providing the best product to the plan sponsor.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Business Project Program Manager
CVS Healthcare
08.2018 - 10.2021
- Spearheaded continuous improvement efforts by conducting post-project evaluations and identifying areas for process optimization.
- Leveraged strong industry knowledge and expertise to stay ahead of trends and anticipate potential impacts on ongoing projects.
- Developed comprehensive project plans with clear milestones, ensuring timely completion of tasks and successful project execution.
- Implemented rigorous quality assurance processes for all deliverables, resulting in a significant reduction in post-launch issues.
- Developed and managed new product offers for all lines of business for new and existing customer within the organization
- Streamlined project management processes by implementing Agile methodologies, leading to increased efficiency and improved collaboration among team members.
- Managed multiple high-priority projects simultaneously, effectively balancing resources and ensuring consistent progress across all initiatives.
- Provided mentorship and coaching to junior team members, fostering professional development opportunities within the organization.
Director of Plan Sponsor Support
Aetna International
03.2012 - 08.2018
- Managed cross-functional team of professionals overseeing business processes associated with billing and account receivable activities, eligibility/enrollment, plan set-up, plan installation, cash control, and general administration of account management. This included a team of 30 employees
- Implemented strategic and tactical plans in support of achieving targeted business objectives related to customer satisfaction, superior account management and cost-effective service delivery.
- Provided customers with required resources and guidance for making informed managed care plan design decisions and changes.
- Acted as the single point-of-contact for field sales, brokers, plan sponsors, and other internal/external parties throughout the case installation process; identifies and interprets plan sponsor benefit plan needs/requirements and takes appropriate action to avoid potential problems and ensure seamless plan integration.
- Built and developed processes, initiatives to build new membership growth and provided to retain membership.
- Understands benefits, rates, enrollment, plan designs to be able to provide plan sponsors with the required resources to make informed decisions and changes.
- Employed rigorous financial and value-based analysis to manage and enhance department profitability. This included cutting expense cost, managing waste while providing the best product to the plan sponsor.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Established departmental performance goals and provided feedback for underperforming areas.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Assisted with sales and marketing strategies to foster achievement of revenue goals.
Account Manager
Aetna International
08.2007 - 03.2012
- 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.
- Addressed problems with accounting, billing, eligibility, ID cards, claims and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Served as a single point of contact for all administrative tasks, including proactive communication regarding new programs, policies, new direct pay locations, etc, as appropriate.
- Leveraged technology to meet constituent expectations and improve efficiencies wherever possible.
- Prepared and conduct technical/product presentations and demonstrations; Organize and lead training sessions for both clients and the internal team members.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Educated clients on new products or services to increase customer engagement with brand.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Developed customized account plans for clients to help them achieve their business goals.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Senior Implementation Consultant
Aetna
04.2004 - 08.2007
- Improved customer satisfaction with thorough post-implementation support and timely issue resolution.
- Enhanced team productivity, implementing collaboration tools for seamless communication within the project team.
- Optimized implementation workflows, regularly reviewing and updating standard operating procedures to maintain efficiency.
- Continuously expanded technical skillset, staying current on industry trends and emerging technologies to provide clients with cutting-edge implementation solutions.
- Managed the new business implementation of employers' (customer) plan of benefits by managing operational team with plan set up, member enrollments, billing setup and drafting of plan documents to ensure successful customer installations.
- Educated customer upon completion of implementation to guide and direct them in the ongoing administration of their international employees' life and health insurance plan.
- Provided subject matter expertise in complex integration projects, ensuring seamless data transition between legacy systems and new platforms.
- Mentored new consultants, sharing industry insights and best practices for successful system implementations.
- Streamlined project timelines by effectively managing cross-functional teams and implementing agile methodologies.
Sr. Electronic/Paper Eligibility Consultant
Aetna
12.2002 - 04.2004
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Served as the liaison between customers, vendors, and the IT department in defining the business requirements, performing the analysis and in the determination of the solutions for special requests associated with non-standard reporting.
- Validated eligibility files by coordinating testing to ensure the files interface accordingly with downstream systems; provided solutions to correct issues and potential issues by using system tools and researching file data.
- Supported clients with business analysis, documentation, and data modeling.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
Underwriting Consultant
Aetna
05.2002 - 12.2002
- Evaluated complex insurance applications, ensuring thorough risk assessment and accurate policy issuance.
- Identified potential risks through meticulous analysis of clients'' financial profiles, effectively minimizing losses.
- Delivered informative presentations at industry conferences, showcasing the company''s expertise in underwriting products and services.
- Contributed to increased revenue generation by collaborating closely with sales teams to identify cross-selling opportunities.
- Streamlined underwriting processes by implementing efficient tools and methodologies, resulting in improved turnaround times.
- Reviewed historical loss data for trend analysis purposes, leading to more accurate risk evaluations and pricing decisions.
- Built strong relationships with brokers to facilitate smooth communication channels and improve overall customer experience.
- Reduced claims costs by identifying trends in loss data and recommending preventive measures to clients.
- Managed a diverse portfolio of clients, maintaining strong relationships through regular communication and proactive problem solving.
- Collaborated with sales teams to develop competitive pricing strategies, driving business growth and profitability.
Education
Bachelor of Arts - Liberal Arts And General Studies
University of Connecticut
Storrs, CT05.2002
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Cross-functional Team Coordination
- Data-driven decision-making
- Operations Planning
- Cross-Functional Communication
- Organizational Development
Certification
- Licensed: Connecticut Life, Accident and Health, Credit, Travel - #15357937
Hobbies
Volunteering work with youth sports including being a board member and coaching for 10 years, golfing, cooking, traveling, and spending time with friends and family.
Timeline
Sr. Manager of Customer Implementations
CVS Healthcare - National Accounts
09.2023 - Current
Sr. Manager of Customer Implementations
Aetna Student Health
10.2021 - 09.2023
Business Project Program Manager
CVS Healthcare
08.2018 - 10.2021
Director of Plan Sponsor Support
Aetna International
03.2012 - 08.2018
Account Manager
Aetna International
08.2007 - 03.2012
Senior Implementation Consultant
Aetna
04.2004 - 08.2007
Sr. Electronic/Paper Eligibility Consultant
Aetna
12.2002 - 04.2004
Underwriting Consultant
Aetna
05.2002 - 12.2002
Bachelor of Arts - Liberal Arts And General Studies
University of Connecticut
- Licensed: Connecticut Life, Accident and Health, Credit, Travel - #15357937
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