Ronald Carter

Washington, DC ***** adrn41@r.postjobfree.com LinkedIn (C) 202-***-****

PROJECT MANAGEMENT OFFICE LEADER

Innovative project management leader with 7 years of experience leading system integration projects, developing customer relationships, and implementing the latest technology to deliver solutions. Promotes Agile methodology on people, processes, and tools, encouraging a rapid and flexible response to change. Holds a Bachelor of Business Administration degree in business management and a certificate in project management.

Core Competencies

Project Management • Relationship Building • Agile Methodologies • Change Management • Reporting

Performance Management • Budget Management • Work Planning and Management • Engagement Leadership

System Integration • Process Improvement • Needs Assessment • Innovation • Cloud-Based Implementations

EXPERIENCE

NAVY MUTUAL AID ASSOCIATION ($500M life insurance company for military veterans) 2006–2022

Project Management Office Leader (2017–2022) Arlington, VA

Managed technology portfolio consisting of ~40 concurrent projects and a $3M budget by creating product roadmaps and project plans. Standardized the organization’s project management approach to ensure tracking of project progress, resource allocation, costs, and timelines, as well as communication to stakeholders and executive leadership.

Ensured adherence to sound change management procedures consistent with project management best practices, including project evaluation and selection, impact and risk analysis, and pre-release testing and implementation.

Facilitated meetings between contributors and project stakeholders to discuss deliverables, schedules, and challenges.

Monitored performance of 4 business systems analysts, 2 testers, and additional project team members.

Collaborated with business analyst staff to ensure that stakeholder interviews were being conducted properly to assess gaps between current and desired functionality.

Created project charters and stakeholder registers that identified project decision-makers and team member roles during implementation.

Promoted Agile impact of people, processes, and tools through development and prioritization of user stories and receipt of buy-in from business stakeholders.

Trained staff on Agile methodologies including conducting of monthly backlog grooming sessions with business stakeholders to improve prioritization.

Conducted market research to determine the best software to fit needs prior to signing contracts and starting development. Determined whether software fit within technology infrastructure and assessed ease of maintenance.

Ensured that resources were available for testing by maintaining consistent communication with department leadership and developing integrated work plans.

Crafted weekly reports using Jira and Excel to track staff time use and business unit tester progress.

Drove migration of Salesforce to the Lightning version and implemented Sales Cloud software.

Led design and launch of a new electronic application system that integrated ~16 software platforms for life insurance application submission and reduced underwriting time from 30 days to 23. Drew on understanding of existing technology infrastructure, streamlining it into new build and saving ~2 hours of manual work per day.

Spearheaded the requirements gathering, design, and launch of a new public website with improved visual appeal as well as new content and integration capabilities, including appointment scheduling.

Captured and developed core requirements of customer survey to be sent after phone calls. Employed an adaptive delivery model to automate the process after implementation, streamlining workflow while gaining valuable feedback.

Performed a gap analysis to assess why the policy administration system could not capture rider information. Met with stakeholders to determine needs, wrote requirements, and provided design and build information to developers.

Implemented an enterprise-wide phone system with Salesforce, voice analyzer, and short message service (SMS) integrations, decreasing dropped calls by 10% and improving communication between employees and members.

Responded rapidly to software incompatibility issue, allocating additional resource to project, selecting supplemental vendor, and testing requirements. Met deadline and achieved business goals.

Ronald Carter, Page 2

EXPERIENCE, continued

NAVY MUTUAL AID ASSOCIATION

Director, New Business (2014–2017)

Oversaw 9 staff and 2 direct reports, including the manager of activations and the manager of policy administration.

Managed and coordinated daily operational workflow among the: Sales, New Business, Underwriting, and Policyholder Services Departments.

Created reports to track the number of cases activated and daily calls made by case managers.

Identified and analyzed process inefficiencies within the application lifecycle.

Implemented a tactical Excel solution to improve business processes by capturing all applications and fostering cohesive communication.

Analyzed and modified existing interdepartmental workflow, increasing the number of activated life insurance applications by over 1,000 for 2 consecutive years.

Improved customer service quality by implementing procedures that fine-tuned communications between applicants and case managers. This enabled case managers to advocate for applicants with medical evidence providers during the application lifecycle, increasing the activation rate by 10%–15% for 2 consecutive years.

Summarized aspects of the application lifecycle that drove desired results into executive-level presentations, electronic Salesforce dashboards, and departmental reports.

Developed, monitored, and maintained key performance indicators (KPIs) and goals for the New Business Department. These included monthly activation metrics, number of calls made, and erroneous life insurance contracts mailed.

Reported on the application pipeline for in-flight life insurance applications.

Led and reviewed the process for issuing new insurance packages, ensuring adherence to quality standards.

EDUCATION

Bachelor of Business Administration in business management, The University of the District of Columbia, Washington, DC

TRAINING AND CERTIFICATIONS

Certificate in Project Management, Georgetown University School of Continuing Studies, 2022

The Science of Lean Operations course, Northwestern University Kellogg School of Management, 2018

Chartered Life Underwriter (CLU) certification, The American College of Financial Services, 2012

TECHNICAL SKILLS

Jira, Jira Premium, Confluence, Microsoft Office suite (Word, Excel, PowerPoint, and Teams), Salesforce (Classic, Lightning, and Sales Cloud), Medical Information Bureau (MIB), LexisNexis, ExamOne, Script Check

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