Management Manager

Kathrine S Parrish

**** ******* *****

Tampa, FL 33624

Home 813-***-****

Cell 813-***-****

Email *********@*****.***

http://www.linkedin.com/pub/5/41/a4a

Summary: Extensive executive leadership experience in service center

operations. Well versed in management of diverse work groups and staff

development. Excel at creating high performing work environments focused on

the customer and results.

EXPERIENCE

JPMorganChase - Tampa, FL

6/08 - 10/10 VP, Client Experience and Client Inquiries, Liquidity

Solutions Operations

RESPONSIBILITIES/ACCOMPLISHMENTS:

. Developed unit facilitating large, sensitive client experience with

Liquidity products.

. Resolved net interest income issues, performed root cause and trend

analysis, created long-term solutions.

. Worked with multiple internal partners to create optimal client

experience.

. Prepared daily updates for senior executives during economic crisis

to track impact to Liquidity Solutions products and cash positions.

. Developed process that prevented over $400 million in escheatment

(unclaimed funds) for clients invested in money market mutual

funds.

. Led initiative that reduced tax withholding exposure from over

$2,000,000 to less than $400.

Various (MedSaveUSA/First Service Administrators & Acclaris) - Tampa &

Lakeland, FL

4/07 - 6/08

RESPONSIBILITIES/ACCOMPLISHMENTS:

. Led operation focused on retrieving medical records for litigated

cases and claims.

. Created new hire practices; introduced performance measurements and

metrics and disciplinary processes to address employee performance

issues.

. Developed organization chart for future operations structure,

created job descriptions and criteria.

. Managed close down of operation and relocation to New York.

. Refined implementation and on-boarding processes for new clients.

. Stabilized large client relationships.

Ceridian - St. Petersburg, FL

10/05 - 3/07 Manager, Health and Productivity Management Program

RESPONSIBILITIES/ACCOMPLISHMENTS:

. Assisted in the development of a Health and Productivity Management

product; sales and account management training and product

marketing strategies

. Developed processes, procedures and protocols for Leave

Administration and Life Enhancement Coaching services

. Hired and trained staff for Leave Administration and Life

Enhancement coaching services

. Participated in sales of Health and Productivity products.

Presented Health and Productivity Management products and services

at client and broker meetings. Educated business partners and

customers regarding Health and Productivity Management initiatives.

. Developed quality and performance metrics to measure individual and

unit success and continuous quality improvement processes.

GatesMcDonald (now known as Nationwide BetterHealth) - Tampa, FL

1/97 - 6/05 Director of Operations

RESPONSIBILITIES/ACCOMPLISHMENTS:

. Managed the set-up of call center/claim service center, including

site selection, lease negotiation, furniture layout and design,

telecommunications and data center.

. Established disability claims unit managing short and long term

disability events for self-insured employers; telephonic medical

case management unit staffed by registered nurses managing medical

aspects of disability and worker's compensation claims, including

treatment protocols and working with employers on transitional work

duties and return to work programs.

. Developed integrated workflow processes to maximize efficiency and

provide optimal customer experience in a total absence management

environment. Created procedures and controls. Established

performance metrics and goals.

. Managed account relationships and participated in sales

presentations for new accounts and account expansions.

. Reduced employee turnover in call center operation to less than 25%

annually. Maintained 80% of calls answered in 20 seconds for over

7 years in a 24/7/365 environment.

. Selected as a cultural transformation champion and trained to

facilitate personal development seminars designed to increase

overall leadership effectiveness and create a high performing,

engaged work environment.

. Coached, mentored and supported new facilitators and provided

feedback to senior management on progress of program throughout the

Nationwide organization.

GRE Insurance Group, Specialty Auto Division - Cincinnati, OH and

Indianapolis, IN

Vice President/Director, Policy Services

Policy Services Manager

Progressive Auto Insurance - Tampa, FL

Supervisor

Dean Witter Financial Services - Tampa and Miami, FL

Branch Office Administrator

EDUCATION/TRAINING__________________________________________________________

_______________

Bachelor of Arts (Communication Arts), University of Dayton, Dayton,

Ohio

Six Sigma Certified (Yellow Belt/Process Owner), Ceridian, November

2006

Master Facilitator/Coach, Senn-Delaney Leadership Development, March

2002 and April 2004

Institute for the Diversity Professional, NCCJ/The Pascall Company,

May 2005

COMMUNITY

INVOLVEMENT_________________________________________________________________

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Hands on Tampa Bay Volunteer, United Way of Tampa Bay

United Way of Tampa Bay Women's Leadership Initiatives

Tampa Bay Executive Forum (TBEF)

Tampa Bay Technology Forum (TBTF)

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