         SENIOR IMPLEMENTATION MANAGER       Summary    Manage and coordinate all aspects of benefit plan implementation for new and existing customers. Provide focused service through initial post-sale client administration while fostering strong, long-term partnerships with customers and all key stakeholders including sales/service, consultants and other internal business units. Committed to promoting on-going enhancements for program installation.      Qualifications           Conflict resolution techniques     Team management  Meticulous attention to detail  Effective verbal and written communication skills  Embrace and promote change  Committed to continuous learning      Creative and innovative   Project Management  Strong interpersonal communication skills  Highly organized  Trainer and mentor to new staff            Accomplishments      Part of combined effort that helped team exceed key performance metric goals for New England Territory.  Part of combined team effort that exceeded performance threshold for turn around times resulting in monetary incentives.  Promoted to Senior Implementation Manager  Nominated for Aetna Way Silver Award        Experience      Senior Implementation Manager   07/2016   to   Current     Company Name   City  ,   State       Mediate and coordinate
          resolution of all project deliverables and implementation related issues to guarantee customer
          expectations are met and exceeded.  Develop and execute implementation strategy consistent with customer expectations; Ensure
          strategy is administered in accordance with all performance guarantee arrangements.  Assist with the selection of implementation staff and the development of training activities;
          Mentor to new staff.  Identify gaps and recommend enhancements related to new and/or existing services and
          workflows based on a broad view of the organization; contribute to development of new or
          updated implementation tools, resources, and materials                    Implementation Manager   04/2006   to   07/2016     Company Name   City  ,   State       Effectively managed implementation team dynamics and provided direction/coaching to fellow team members ensuring success of the overall implementation process; engaged team members to follow-through on their responsibilities and tasks.   Maintained a high level of organization with strong attention to detail and accuracy while prioritizing a large caseload to achieve Key Performance Metrics of 98.89% quality with 99% turnaround; consistently received positive feedback from sales partners, coworkers and internal constituents.  Collaborated and developed complex account structures based on customers' objectives and Aetna's systems, administration and reporting requirements.  Successfully helped implement Mental Health Parity and Health Care Reform benefit changes to ensure Aetna remains compliant. Nominated for the Aetna Way Silver Award for my devoted assistance.          Implementation Specialist   02/2004   to   04/2006     Company Name   City  ,   State       Precisely installed medical, dental and pharmacy benefits for mid-size, large and specialty accounts into Aetna systems applying state and federal legislation.  Extensive knowledge of Aetna systems and tools   Successfully met quality through strong attention to detail achieving 99.49% accuracy.  Efficiently resolved problems through effective communication skills and strong interpersonal
          relationships with Implementation Managers, Sales Executives, Account Managers, Drafters and
          Underwriters.  Monitored reports on a daily basis to manage a large and complex caseload.  Consistently met
          targeted deadlines attaining 99.76% precision.          Student Teacher   02/2004   to   05/2004     Company Name   City  ,   State       Designed and implemented lesson plans.  Organized St.Jude Math-a-thon event with
          students.  Successfully applied Responsive Classroom technique to ease switch from teacher to myself          Intern   09/2003   to   06/2004     Company Name   City  ,   State       Implemented lesson plans for grades k-5 in various schools and classrooms.  Taught classes in art, music, and gym.          OTHER          Fitness Consultant   09/2000   to   11/2004     Company Name   City  ,   State       Supervised front desk and childcare staff to establish productive workflow.  Trained new employees for effective transitioning of old and new hires.  Promoted to fitness consultant after 1 year of front desk and childcare work.          Education      Connecticut Initial Educator Elementary Certification, K-6, June 2004      Sacred Heart University   City  ,   State               Master of Arts  :   Teaching   July 2004           GPA: 4.0        Bachelor of Science  :   Psychology   May 2003            GPA: 3.9 Summa Cum Laude, Psi Chi, Delta Epsilon Sigma          Languages    Fluent in conversational Italian      Skills    Computer proficient, Salesforce.com, advanced interpersonal communication skills, teacher and mentor, project management, adaptable and flexible, responsive, analytical, conflict resolution   