Project Manager Customer Service

Kanwal Jit Kaur

******.******@*****.***; 623-***-****

SUMMARY

. Challenge driven MBA, PMP, with more than 15 years cross-functional

experience (Business Processes and IT) in Health and life Insurance,

financial services

. Significant cognitive skills & experience in business & systems analysis,

and project management

. Exceptional analytical, communication, cross-cultural, and training

skills; Technology savvy

. Adept at problem solving and multitasking, detail oriented, strong grasp

of business and IT operations

. Global with significant experience in emerging markets and launch of

multi-national and Greenfield ventures

EDUCATION

Master of Business Administration (International management; Finance), GPA:

3.9

Thunderbird, the American Graduate School of International Management, AZ,

USA, 2006

Diploma in E-Commerce, National Institute for Information Technology,

India, 2001

Master of Science (Physics with Electronics major), University of Bombay,

India, 1990

Post Graduate Diploma (HRM & Finance), Indira Gandhi National Open

University, India, 2000

Certification: PMI certified PMP

IT Skills

MS Office (Word, Excel, PowerPoint, Access), MS Visio, MS Project, IBM

Rational Suite of Software,

Provision (Business Process Engineering tool), Mercury Quality Center,

SharePoint;

SDLC Methodology: Rational Unified Process (RUP), Waterfall, Agile

Familiar with Six Sigma, CMMI & ISO standards, SQL 2005, XML, HTML

PROFESSIONAL EXPERIENCE

Consultant (Sr. BSA Lead/Project Manager)

July 2006 - Present

Project: Blue Cross Blue Shield, FL

Functions led and performed: IT operations and Project Management;

Developing Business Cases (with

ROI analysis), Business process engineering, Detailing business and system

requirements, Managing

requirements, design, and testing (System/Performance/UAT) phases, user

training and support,

compliance with federal and state regulations, vendors and TPA's,

integration across systems /platforms

/TPAs (viz. Siebel, PeopleSoft, Salesforce.com, eHealthinsurance.com)

. Accomplished several multi-million dollar strategic

projects with IT (strategy & architecture), Enterprise

Content Management (ECM), BPMO, IT CRM/eBusiness solutions: Managed

SDLC & project phases

. Currently in the final phases of Salesforce.com and

eHealthinsurance.com integration projects

. Successfully completed pilot project to establish

business process and systems architecture for the

Enterprise with 30% improvement in productivity

. Designed end-to-end web sales systems involving GUI and

business rules engine design to render

lean and efficient (six sigma) processes reducing customer service

turnaround time by 50%

. Supported development of corporate dashboard and ROI

projections for strategic corporate initiatives

. Drove implementation of web services from concept to

production for the ECM team - the first

success story for the Company to establish SOA model with more than

$1,000,000 in savings

. Projects managed and undertaken include: front end systems, business

processes automation,

business rules engine and content management, web services,

accounting/financial systems, claims,

underwriting, enrollment and billing (end-to-end processes for

contract maintenance), web sales (end-

to-end processes from Prospect, Shopping, Application, to Enrollment)

. Trained teams in RUP tools and proprietary processes for managing

projects and quality

Manager (Business Operations) JV: CU (UK) and OIB, Dubai, UAE 2003-

2004

Central Underwriting (CU) and OIB are insurance brokerage firms based in UK

and UAE respectively.

. Established a Third Party Administrator to launch a

General Insurance product in the Middle-East

. Modeled business processes and defined relationships

between domains for bundling of products and

introducing CRM concepts

. Created the IT blueprint - system design to automate

business processes and reporting for the startup

. Managed multiple projects, vendors, and corporate

contracts, IT and regulatory compliance

. Trained expatriate and local nationals in IT skills,

product and process best practices

. Developed strategy to enhance business retention and

profitability by effective use of IT Systems and data

analysis tools leading to a 17% improvement

Manager (Business Operations) AZBJ Life Insurance Company Ltd., India

2001-2003

A joint venture between Allianz AG (Germany), and Bajaj (a large Indian

conglomerate).

. Managed multiple projects to roll out of profit center

network

. Developed processes and defined SLA's and SOW's for

internal business units and vendors

. Led business analysts from the IT organization in all

phases of the SDLC leading to systems roll-out

for the company

. Collaborated on the global "Operational Excellence"

project based on six sigma principles

. Mentored employees for management roles in the expanding

network with 100% staff retention

. Provided induction training and remote support to

globally dispersed teams for optimal performance

Assistant Manager (Business Operations) LIC of India 1992-

2001

LIC of India (Life Insurance Corporation of India) is the largest insurer

in India with a 75 % market share in the Life insurance, Pensions and

annuities, and Housing finance market.

. Led a profit center team for 2 years, achieving Model

Branch Award and highest net income

. Implemented restructuring of business operations with

introduction of automation

. Facilitated major software implementation projects for

the region for eventual national roll-out

. Multitasked as business SME and project manager for

teams located in remote locations

. Managed organization development initiative to drive

change for 2,500 employees

. Conducted special studies with impact on marketing

strategy, claims procedures and underwriting

guidelines, leading to underwriting profit growth of 15%

. Designed and conducted multiple training sessions for

licensing, processes and user education

SPECIAL ACTIVITIES

Awards & Honors Beta Gamma Sigma; Pi Sigma Alpha; Fellow of Insurance

Institute of India; Multiple scholarships

Languages English (fluent), German & French (conversant), Hindi, Punjabi

and Gujarati (fluent)

Extracurricular Mountaineering (selected for expedition to Mt. Everest);

volunteer activities in the community

Leadership Leadership Edge Program; Chaired student government offices;

Active in Scholarship Committee, Honor Council, Global

Private Equity conference

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