Susan Gardner
Matthews,NC
Summary
Experienced Partner with background in strategic planning, business growth, and team leadership. Skilled in fostering strong client relationships and providing innovative solutions for complex problems. Showcased ability to drive success through operational efficiencies and process improvements. Committed to delivering high-quality results and creating positive organizational impact.
Overview
29
29
years of professional experience
Work History
Partner Solution Consultant
CHUBB BENEFITS
07.2024 - Current
- Lead strategic partnerships with key benefits technology platforms.
- Translate partner needs and business goals into roadmaps, integrations, product builds, and enhancements.
- Align internal and external product, technology, operations, sales, and distribution teams to deliver partner solutions.
- Enable go-to-market efforts by conducting sales training, facilitating partner. communications, and RFP/RFI responses.
- Coordinate partner onboarding and governance through stewardship meetings, performance reporting, and action plans to ensure alignment and accountability.
- Support implementation and ongoing delivery of Chubb Workplace Solutions and Chubb Benefits products; escalate roadmap and delivery issues.
- Monitor service levels to maintain quality standards and support partner relationships.
- Monitor partner pipelines to assess relationship value and inform strategic decisions.
Human Resources / Process Development / Partner Management
MOMENTS OF HOPE CHURCH
02.2020 - 07.2024
- Identified operational gaps and implemented processes, policies, and procedures, enhancing consistency and efficiency.
- Supported employee benefits and enrollment, managed insurance coverage.
- Collaborated with community, business, and legal partners to address the needs of vulnerable populations in the Charlotte metro area.
- Planned and delivered large-scale services and special events for 300–1,000+ attendees, coordinating staff, volunteers, and external vendors.
- Directed children’s ministry from birth to pre-K during church launch, overseeing program development and volunteer coordination.
Strategic Executive, Worksite Voluntary Benefits
HUMANA
01.2016 - 07.2018
- Partnered with sales, operations, and legal to eliminate barriers to growth and streamline business processes.
- Aligned cross-functional teams on enterprise priorities and service goals.
- Analyzed performance measures to identify gaps, guiding sales, implementation, and service strategies.
- Developed executive briefings for leadership decisions and board reviews.
Director of Client Management, National
HUMANA
01.2014 - 01.2016
- Led client management strategy for worksite benefits.
- Led national team to enhance client retention and drive growth.
- Built executive relationships with employer clients and broker partners.
- Built strong relationships with clients, brokers, enrollment firms, and operational partners.
- Directed renewal planning across complex benefit programs and service teams.
Director of Account Management, South Atlantic
HUMANA
01.2010 - 01.2014
- Led account management strategy for key employer and broker client portfolios.
- Led regional team to enhance client satisfaction, drive retention, and increase cross-selling opportunities.
- Built relationships with Humana clients, consultants, and key decision makers.
- Coordinated service issues across sales, operations, and claims teams.
Account Installation Director, National
HUMANA
01.2008 - 01.2010
- Established and developed team for new group installations, ensuring seamless transitions and customer satisfaction.
- Created standardized installation process enhancing consistency and streamlining issue resolution for improved expectation management.
- Led cross-functional teams across sales, operational, and compliance functions.
- Developed strategic plans for Humana service delivery and process improvement.
Director, IT Project Office
HUMANA
01.2005 - 01.2008
- Established IT Project Management Office, developing project delivery staff to enhance project execution.
- Implemented PMI-based project standards and prioritization frameworks, ensuring effective governance of project portfolio.
- Aligned IT strategy with business goals, negotiating vendor contracts and managing department budget to support organizational objectives.
- Led selection and deployment of an email security solution and supported Sarbanes-Oxley compliance.
IT Program Manager
CONSECO GROUP INC.
01.2004 - 01.2005
- Managed program schedules, budgets, and governance for enterprise projects.
- Coordinated cross-functional teams across business, technology, and vendor groups.
- Directed IT initiatives for Sarbanes-Oxley remediation, developed online training library, and launched internal IT website to enhance compliance and user access.
- Supported IT program planning activities for Conseco Group insurance initiatives.
Program Manager, BizFlow
CONSECO GROUP INC.
01.2003 - 01.2004
- Developed rollout strategy for automated workflow product, overseeing portfolio of projects to ensure alignment with organizational goals.
- Presented program updates to senior leaders, enhancing visibility into project status and supporting development of project managers.
- Coordinated cross-functional teams across business, compliance, and vendor groups.
- Managed program schedules, priorities, and stakeholder communication.
Project Manager, BizFlow
CONSECO GROUP INC.
01.2002 - 01.2003
- Managed workflow automation projects, ensuring alignment with business needs from assessment through implementation and post-launch support.
- Led project planning and scope development, mitigating risks to ensure project success.
- Directed stakeholder meetings to align scope, priorities, and project requirements.
- Coordinated budgets, timelines, and resource plans across Conseco Group project teams.
- Led project schedules for Conseco Group client initiatives and internal deliverables.
Senior Project Administrator, Marketing / Project Administrator
CONSECO GROUP INC.
01.2000 - 01.2002
- Coordinated marketing production schedules and requirements, aligning creative teams and print vendors to ensure timely delivery.
- Tracked project progress, budgets, and expenses, maintaining updated project plans and project-specific websites for stakeholder transparency.
Adult Probation Officer
MARION COUNTY ADULT PROBATION
01.1999 - 01.2000
- Supervised adult probationers for Marion County Adult Probation compliance.
- Monitored over 300 medium and high-risk offenders to ensure adherence to court-ordered probation conditions.
- Conducted office and field checks with probationers across county assignments.
- Utilized communication, negotiation, and public-speaking skills to facilitate compliance and meet case objectives.
- Reviewed offender progress and updated case files with supervision notes.
Pre-sentence Investigator
ALLEN COUNTY ADULT PROBATION
01.1998 - 01.1999
- Conducted interviews and researched personal, social, and criminal histories to prepare comprehensive court reports.
- Interviewed probationers, victims, and witnesses to collect case details.
- Investigated adult probation violations and documented findings for court review.
- Monitored supervision compliance and verified treatment, employment, and residence updates.
- Utilized sound judgement and ethics while communicating effectively in sensitive cases.
Education
Master of Public Administration (MPA) -
Indiana University–Purdue University Indianapolis
Bachelor of Arts (BA) - Political Science, Criminal Justice & Family Science
Anderson University
Skills
- Product & Partner Roadmaps
- Benefits Technology
- Strategic Partnerships
- Product Implementation
- Integration Delivery
- Stakeholder Management
- Sales Enablement
- Process Improvement
- Business Process Analysis
- Project & Program Management
- Client Retention & Growth
- Partner Performance Metrics
- Cross-Functional Leadership
Credentials And Recognition
- Project Management Professional (PMP), Project Management Institute Certification, 2004-2012
- Humana President’s Club award, Humana, 2014
Personal Information
Title: Product and partnership leader
Timeline
Partner Solution Consultant
CHUBB BENEFITS
07.2024 - Current
Human Resources / Process Development / Partner Management
MOMENTS OF HOPE CHURCH
02.2020 - 07.2024
Strategic Executive, Worksite Voluntary Benefits
HUMANA
01.2016 - 07.2018
Director of Client Management, National
HUMANA
01.2014 - 01.2016
Director of Account Management, South Atlantic
HUMANA
01.2010 - 01.2014
Account Installation Director, National
HUMANA
01.2008 - 01.2010
Director, IT Project Office
HUMANA
01.2005 - 01.2008
IT Program Manager
CONSECO GROUP INC.
01.2004 - 01.2005
Program Manager, BizFlow
CONSECO GROUP INC.
01.2003 - 01.2004
Project Manager, BizFlow
CONSECO GROUP INC.
01.2002 - 01.2003
Senior Project Administrator, Marketing / Project Administrator
CONSECO GROUP INC.
01.2000 - 01.2002
Adult Probation Officer
MARION COUNTY ADULT PROBATION
01.1999 - 01.2000
Pre-sentence Investigator
ALLEN COUNTY ADULT PROBATION
01.1998 - 01.1999
Master of Public Administration (MPA) -
Indiana University–Purdue University Indianapolis
Bachelor of Arts (BA) - Political Science, Criminal Justice & Family Science
Anderson University