Luis Millan, MBA

· Work closely with Product Management, and Sales during the acquisition phase of new customers as member Client Services organization within Experian Partner Solutions
· Responsible for driving detailed conversations on product functionality and integration as well as developing conceptual models, solution proposals and other documentation as required for platform solutions in support of a customer's smooth transition from sales, through implementation
· Technical expert in EPS platform capabilities and technologies
· Active participant in sales calls, and visits to prospective clients when needed
· Listen to client needs, and translate their business needs into the terminology/functionality of our platform
· Design the platform solution to be configured, and/or developed, for a prospective client
· Ensure solution designs are complete, with abundant detail, and are stored appropriately
· Properly set expectations of prospective clients, relative to platform functionality on the roadmap
· Lead conversations with prospective clients on integration steps, processes, and access points
· Conduct formal handoff, with the Sales Director, upon contract signature to the Client Delivery team
· Maintain, and distribute, a weekly snapshot of prospects based on their stage in the sales pipeline
· Participate in pipeline review meetings, helping to shape confidence internally in upcoming deals
· Update corporate knowledge base with summary information about new clients, and their workflow
· Identify use cases not yet covered by our current platform, and submit them to Product Management
· Work cross-departmentally to compile time, cost, and level of importance for newly identified use cases
· Support Sales Directors during RFP responses with answers to questions and/or documentation

• Served as technical liaison, supporting engineering, third party vendors (including Federal System Integrators), management, procurement, quality assurance and supply base.
• Maintained strict budgetary control on projects ranging from $100,000 to $1,000,000+ and working with project teams to track costs and control expenditures without sacrificing quality.
• Gathered project requirements through interactions, meetings and walk-throughs with potential application users and to develop business requirements documents (BRD), functional requirements documents (FRD) and user mockups.
• Collaborated with business users, technical teams, administrators and testing teams during kickoff meetings, joint application designing and planning sessions to validate requirements.
• Developed project plans and managed project scope using predictive and agile methodologies to guide projects from conceptualization to implementation and maintenance.

• Collaborated with sales team to close deals as acting technical expert / pre-sales technical engineer to potential clients.
• Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Documented processes to streamline setup, customization and maintenance.
• Collaborated with engineering team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
• Led technology roadmapping, conducting research, development and installation according to deployment specifications.

• Pre- and post-sales technical expert and implementation consultant serving large enterprise clients (clients with over 1000 employees and/or over $1 billion in annual revenue)
• Received multiple awards for management of Fortune 500 implementations.
• Bridged gap between engineering and sales, identifying potential technical roadblocks and managing implementation schedules
• Solicited client feedback on consultant performance and reviewed, implemented and executed changes to enhance project delivery.
• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
• Fostered relationships with clients to promote positive working relationships.
• Updated budgets and work plans for optimal planning and goal attainment.
• Eliminated discrepancies in implementation progress by reviewing performance, spend and timeline.

• Analyzed daily summary reporting of processed enrollment transactions received from Exchanges to identify discrepancies.
• Utilized knowledge of Federal and State regulations to ensure accurate interpretation and processing of data.
• Gathered, evaluated and summarized account data in detailed financial reports.
• Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
• Analyzed financial data derived from multiple reporting systems to develop recommendations for operational and performance improvements.

• Reviewed medical claims and benefits with member/providers.
• Utilized knowledge of HIPAA and Medicare Regulations.
• Monitored customer care goals and developed improvements.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

• Maintained 620 / Multi-State Licenses.
• Provided Auto / Casualty claims service via internal channels to member and third-party customers.
• Directed claims negotiations within allowable limit and supported successful litigations for advanced issues.
• Determined liability outlined in coverage and assessed documentation to understand damages incurred.
• Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.