Keyanna N. Martin
Summary
Certified Product Owner with multiple years of managing projects and product releases. Motivated leader with excellent communication and organization skills with the ability to oversee high-profile projects that have demanding restraints. Exceptional at customer/market analysis with a true passion for bottom line improvement and client satisfaction. An innovative problem solver and collaborator that's willing to work with cross-functional teams and high-demanding clients while building relationships with stakeholders.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Product Owner AWS
Centene Corporation
2022 - Current
- Communicate directly with business stakeholders to create a vision of the product they wish to create
- Lead the identification and analysis of user requirements, procedures, and problems to improve existing processes
- Define iteration and stories
- Work with team members to help drive PI Objectives
- Manage and prioritize the product backlog
- Partner with cross-functional team to conduct through discovery and due diligence on existing processes
- Negotiate with stakeholders to identify resources, mitigate risks, and resolve outstanding issues
- Consult with / advise senior leadership on performance and process related issues.
Business Analyst II/Telephony
Centene Corporation
01.2018 - 01.2022
- Communicate with senior leaders for all partners/health plans to resolve issues
- Identify and analyze user requirements, procedures, and problems to improve existing processes
- Develop, share, and incorporate organizational best practices into business applications
- Liaison for IVR/Telephony
- Define & communicate timelines & expectations to staff
- Serve as the subject matter expert on the assigned function product to ensure operational performance
- Develop, implement, & maintain standardized processes & practices to assure alignment with enterprise standards & industry best practices
- Identify, evaluate and report call center issues and differentiate between workflow, technical, external, or staffing
- Work directly with the department head on strategic planning and new business implementation.
CLIENT SERVICE SPECIALIST| ACCOUNT MANAGEMENT
Express Scripts
01.2014 - 01.2017
- Work to resolve operational/service-related issues immediately through team collaboration
- Maintain ownership for assigned service/operational deliverables
- Work closely with Account Management, business analysts and other departments to fully understand and make more efficient the benefits of clients
- Lead problem solving and coordination efforts between various business units
- Prepare and send standard reports on a timely basis to internal and external contacts
- Identify and analyze user requirements, procedures, and problems to improve existing processes
- Researched and resolved complex benefit issues using multiple systems, tools and resources
- Utilized systems: IBM Rumba Mainframe, Compass Database, Anchor Database, SharePoint, Microsoft Office Suite.
Health Plans Sales Coordinator
Express Scripts
01.2010 - 01.2014
- Coordinates deliverables with internal departments to ensure client satisfaction and loyalty
- Responsible for On-boarding Health Plan Division new hires, rehires and interns while submitting all Human Resource related requests
- Provide support for special projects, while supporting over 60 Account Executives, Clinical Account Executives and preparing their Logistics Documents for travel
- Assisted in the preparation and organizing of promotional material and events
- Monitored the team's progress, identified shortcomings, and proposed improvements as needed
- Handled the processing of all orders with accuracy and timeliness
- Utilized systems: IBM Rumba Mainframe, Compass Database, Anchor Database, Microsoft Office Suite.
ELIGIBILITY ANALYST
Express Scripts
01.2001 - 01.2010
- Serve as a subject matter expert while maintaining a group of high maintenance, highly visible and complex clients
- Resolved discrepancies with client applications to verify eligibility.
- Maintain positive client relationships assisting internal and external clients with requests and problems and respond promptly
- Review live member claims, as needed, to identify root cause and correct member disruption issues
- Monitor eligibility system processes for discrepancies
- Regularly performed analysis on assigned projects, while recommending potential business solutions and assist with implementation
- Provided clients with resources to process their daily eligibility files
- Lead problem solving and coordination efforts between various business units
- Resolve crisis and strategic problems and issues that arise for clients and communicating them with the team to prevent future errors from occurring with their Eligibility file
- Worked collaboratively with Eligibility Systems Analyst as well as Account Management to provide seamless support
- Served as first point of contact for internal clients and members during the enrollment process
- Utilized systems: IBM Rumba Mainframe, Compass Database, Anchor Database, Microsoft Office Suite.
Education
Master of Arts - Human Resource Management
Webster University
St Louis, MO05.2024
Bachelor of Science - Business Administration
University of Phoenix
Tempe, AZ01.2014
Skills
- Problem Identification
- Risk Management
- Risk Assessments
- Product Planning
- Cross-Departmental Alignment
- Market Trends Analysis
- Relationship Building
- Strategic Planning and Alignment
- Campaign Management
- Data Analytics
- Project Management
Certification
Product Owner Certification
Timeline
Business Analyst II/Telephony
Centene Corporation
01.2018 - 01.2022
CLIENT SERVICE SPECIALIST| ACCOUNT MANAGEMENT
Express Scripts
01.2014 - 01.2017
Health Plans Sales Coordinator
Express Scripts
01.2010 - 01.2014
ELIGIBILITY ANALYST
Express Scripts
01.2001 - 01.2010
Product Owner AWS
Centene Corporation
2022 - Current
Master of Arts - Human Resource Management
Webster University
Bachelor of Science - Business Administration
University of Phoenix
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