Sales Project Manager

JOSEPH FISAHN

** ***** ****** ***********, ** ***07

908-***-**** (H) 908-***-**** (M) *********@*******.***

INSURANCE INDUSTRY PROFESSIONAL

Expertise: Service… Marketing… Operations… Client Services

Accomplished insurance/financial services professional offering expertise spanning customer sales and service for individual and group

markets, underwriting, carrier negotiations, new product deployment, marketing strategy development, broker relationship management, inside

sales, sales strategy creation, and process creation and implementation. Highlights include:

Enhance operational effectiveness while driving revenue increases by collaborating cross-functionally with operations and marketing.

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Proven track record of success developing new business, effectively cross-selling products and services, managing both small and large

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group benefit plans (specialty in group dental), complying with all insurance regulations, and leveraging knowledge of cafete ria and

consumer-driven health care plans such as Health Savings Accounts (HSAs) and Health Reimbursement Accounts (HRAs).

Diversified skills spanning insurance, financial accounting, renewal and new business underwriting, proposal development, pla n design,

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and strategic analysis.

CAREER CHRONOLOGY

STRENGTHS AND ABILITIES

PATTERSON SMITH ASSOCIATES NEW YORK, NY 2006 – 2009

Account Administration

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Director – Marketing and Services Operations

Process Development and

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Recruited to national insurance and financial services organization to assist with delivery of

Deployment

customer sales and service expectation goals for all small and large group clients. Manage

multiple small business accounts (65) by providing leadership regarding new and renewal Operations Management

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business underwriting and quoting, carrier negotiations, demographic information analysis, Customer Service

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enrollment management, facilitation of pre- and post-meetings with employers and employees,

Sales / Sales Support

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development of open enrollment kits, multiple carrier research, creation of proposals, and

analysis of enrollment history and plan design. Insurance Product Acumen

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In addition, assist with developing cost reduction strategies with cafeteria plans and consumer- Project Coordination

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driven health care plans such as Health Savings Accounts (HSAs) and Health Reimbursement Client Deliverables Annual

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Arrangements (HRAs). Respond to questions and concerns encompassing COBRA, HIPPA,

Calendar Management

HIPPA Privacy, FMLA, Section 125, and Medicare Part D. Manage plan billing reconciliation,

Escalated Claims or Plan

develop client communications utilizing legislative briefs and guides, and create and maintain -

client-specific Web sites to ensure integrity of information. Resolution

Client Relationship Cultivation

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New Business Development – Generated $2 million in new premium dollars and

$80,000 in commission by building relationships with large payroll company to create

inbound lead generation program offering insurance/financial products to payroll clients.

Product Cross-selling – Realized commission increase of 2.5 times over previous 3-year period by creating multiple cross-sell

opportunities based upon awareness of increased customer needs.

Client Retention – Maintained client retention rate of 98% by developing automated client-specific Web sites offering employers and

employees access to online tools and forms as well as standardization of bill reconciliation process to ensure accuracy.

Client Communication – Deepened client satisfaction while slashing employer and employee calls for personal assistance by crafting

topic-specific communication documents, developing regulatory summaries (COBRA/ARRA, HIPPA Privacy, FMLA, Section 125, and

more), and authoring client-specific employee handbooks.

Operations Management – Recognized for restructuring company business model to increase service offerings, improve procedures

and policies, and develop revenue-generating campaigns instrumental in strengthening organizational performance.

METROPOLITAN LIFE INSURANCE BRIDGEWATER, NJ 2003 – 2006

Client Service Consultant

Awarded challenging opportunity as direct report to Director of Client Services to manage administration, contracts, financial accounting,

premium remittance processing, and renewal and new business underwriting for major client, Honeywell International. Led admin istration

efforts involving ASO Dental plan as well as fully insured long-term disability products for ~38,000 employees. Key activities encompassed

contract management, account administration, financial and performance accounting, premium remittance processing, and underwriting for

national accounts (new and renewal).

Contract Management – Consistently reviewed dental and disability contract language to ensure contract integrity, recommended

changes based on current practices, and enhanced claim administration efficiency by eliminating or decreasing vague contract language.

Plan Administration – Attained performance rating of 98%+ for TeleService, financial payment accuracy, non -financial coding accuracy,

and claims turnaround by improving administration and communication activities for MetLife/Honeywell partnership.

Plan Experience – Maintained average lives enrolled in dental plan of 39,000 for 3 consecutive years, grew in -network usage 3% per

year for annual plan savings of 21% ($6.2 million), raised PDP dentist access within 10 mile radius to 90% of all Honeywell employees

from 85%, and instituted new processes to ensure accuracy and timeliness of premium payments.

JOSEPH FISAHN 908-***-**** (H) 908-***-****(M) PAGE 2 of 2

CAPACITY BENEFITS MAHWAH, NJ 2001 – 2002

Sales Executive

Hired to insurance/financial services firm to serve as licensed insurance broker challenged with scheduling appointments and analyzing

insurance and financial information for new and established clients. Provided clients with product recommendations for both personal and

small business markets with emphasis in small business products such as group life, health, dental, disability, and 401K plans.

Sales and Marketing – Expanded client account volume, identified cross-sell prospects, and secured new account relationships by

designing and deploying innovative and compelling marketing program. Partnered with internal property and casualty agents to develop

effective products and analyzed habits and needs of existing property and casualty clients.

Program Implementation – Introduced new product offering (mutual funds) to insurance clients as instrumental participant in launching

inbound telemarketing program in internal service department.

PRUDENTIAL SECURITIES NEW YORK, NY 2000 – 2001

Program Manager, eBusiness Development

Embraced challenging opportunity to support development of eBusiness Development Group’s strategy for Web enablement and integration of

insurance and real estate products and capabilities into PruFN.com and other supported Web sites.

Web Site Development – Increased site usage 4% and visit volume 8% by creating verbiage, functionality, and tools strategies

supporting site enhancement initiative delivering quality products and financial advice.

Cost Savings – Captured significant cost savings of $1.5 million while reducing dependency and programming expenses of external

systems and business groups by supporting development and launch of Vignette content management system.

Sales and Revenue Growth – Fueled revenue and incremental sales for each defined insurance product group by developing project

initiation requests, business requirement documents, business cases, and delivery schedules supporting proposed marketing ini tiatives.

Project Management – Recognized for coordinating testing and launching PruFN.com Web site to public and client sites as forecasted.

Customer Satisfaction – Strengthened customer satisfaction ratings by supporting development of agent/broker home pages and

corresponding office locators.

PRUDENTIAL INSURANCE NEWARK, NJ 1998 – 2000

Project Manager, Customer Acquisition (1999 – 2000)

Promoted within company to build new customer acquisition program using Internet direct sales channel leveraging term life in surance as

initial offer. Created business requirements, developed process flows, and maintained project plans to support on-time launch of direct term

insurance campaign. Proposed recommendations and negotiated agreement with both legal and compliance departments to modify/revise

traditional sales practices ensuring compliance with direct sales model and existing state regulations.

Process Improvement – Reduced overall cost of generating policy 35% while increasing overall conversion rate to 35% from 18% by

implementing entire sales process spanning fulfillment, underwriting, policy replacements, suitability, and policy delivery.

Operations Management – Automated, attained regulatory compliance status, and increased processing time efficien cies in operations

organization through creation of administration manuals and service representative training.

Initiative Manager, Marketing Program Management (1998 – 1999)

Selected to launch and manage Internet customer acquisition and retention campaigns across multiple business lines in additio n to

maintaining existing campaigns. Designed, developed, and deploy ed processes and platforms required for Internet lead generation programs.

Operational Support – Created and led team of key stakeholders challenged with implementing processes and systems supporting

Internet strategies for Prudential Investments, Prudential Securities, and Individual Financial Services.

Process Improvement – Served as resource for systems and operations staff in creation and implementation of improved processes.

Assisted with design of email generation application creating emails for distribution to customers and prospects in response to requests

for information and agent contact.

Marketing / Call Center Leadership – Assisted in supporting and facilitating marketing’s Internet strategy within Prudential call center by

creating business requirements, call flows, and project plans.

EARLIER CAREER HISTORY

Metropolitan Life – Inbound Telemarketing Program Manager, Individual Business / Account Representative, Individual Business

ATT Bell Labs – Project Management Professional

EDUCATION LICENSURE

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EDUCATION Bachelor of Science (B.S.) in Industrial Education and Technology ; Montclair University – Montclair, NJ

LICENSURE Life and Health Insurance License – New York and New Jersey / Series 6 and Series 63

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