Customer Service Project Manager

Patsy Brown

Email: abqqcn@r.postjobfree.com

Address: ** ******* **. **** *

City: Quincy

State: MA

Zip: 02169

Country: USA

Phone: 617-***-****

Skill Level: Management

Salary Range: $110,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Patsy D. Brown

38 Carlson St Unit A Quincy, MA 02169 617-***-**** abqqcn@r.postjobfree.com

Summary

Diversified professional with 20+ years of extensive experience with Project Management, Corporate Mergers and Acquisition, Product Development, Life and Annuity New Business and Inforce Administration, Call Center, Compliance and Tax Reporting. Extensive project experience with mainframe systems i.e., Life Comm, Life 70, LifePro and Vantage systems. Management professional with a track record of successfully delivering projects of all size and scope on time and within budget, with experience in the Insurance, Regulatory and Financial Services Industry. Strong skills in analysis, cross-functional communication, negotiation and a demonstrated ability to foster a collaborative work style and team to achieve project goals. Significant accomplishments in people development, team building, turnaround situations, strategic planning and analytics.

Experience

ICON Information Consultants, Houston, TX June 2012 - Dec 2012

John Hancock Annuities - Boston, MA

Contract Complete

Project Manager - Responsible for the overall direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals.

New York Regulation 200 - Abandon Property requirements for the State of New York including:

1.Database to house Life, LTC, Annuities and Retirement Plan contracts

2.Review and update all New York Administration to include required data

3.Update all New York processes and procedures

4.Training of multi-site, cross-divisional teams

Correspondence Revision -

1.Review and update all Fixed Product correspondence and forms for correct company, addresses, phone numbers, Logos, and language.

2.Compliance review and approval

3.Work with Fulfillment to implement changes

JOHN HANCOCK LIFE INSURANCE, Boston, MA 2007 - Nov 2011

Mainframe System: LifePro

Program Director - Manage the intake, oversight and communication of the following portfolio of projects aligned with the business units:

Leadership -

Recruit, hire and provide management leadership to a cross-site team of Project Managers, Business Analysts and Contractors by developing, motivating and mentoring team staff

Effectively communicates with project sponsors and delivers presentations to Stakeholders, Steering Committees and Senior Management

Negotiate and manage vendors within contract parameters

Risk Management - Portfolio of projects designed to identify, assess and prioritize risk

Product provisions

Federal & State Regulations

System functionality

Platform conversions

Efficiencies and Service Opportunities - Portfolio of projects aligned with the business unit strategies

Site Strategy (Offshore)

Self Service Strategy

Print Management & Reporting

Analytics

Best Practices for Inforce Processes

Distribution Support - Portfolio of projects designed for Agencies & Producers

New Product development, implementation, training and communication

Premium Tracking Reports

e-Service Training

Web Presentment & Registration

Project Manager -

Corporate Projects:

Subsidiary Consolidation - Merged John Hancock Life Insurance Company and John Hancock Variable Life Insurance Company into John Hancock Life Insurance Company (U.S.A)

4.5 million policies between New York and Non-New York customers

40 million dollar total budget

Anti-Money Laundering - Developed system enhancements and modifications to comply with Federal regulations in order to prevent and report money laundering activities

Data Masking - Developed the process of obscuring data in order to ensures that sensitive data is replaced with realistic but not real data

Life Operations Projects:

Reconciliation and reporting of IRS Form 1099 Federal and State withholding

Third Party Administrator Self Service process to reduce calls to the Call Center

Transferred 10+ processes offshore to reduce North American head count

Managed retail lockbox conversion with John Hancock's financial vendor

AVIVA LIFE INSURANCE COMPANY, Quincy, MA 2005 - 2007

Mainframe Systems: Life70, Vantage

Sr. Director, Annuity and Life Services

Managed a 40+ member cross-site, multi-functional team; including New Business and In-force Administration.

Managed transition of Aviva's New Business, In-force Administration (Life 70 & Vantage) and Customer Service from Boston to Des Moines, Iowa and the New York Company to Westbury, New York.

Managed and participated in training 100+ Aviva employees based in Des Moines and New York for New Business and In-force systems, processing and product specific information.

Managed new product initiatives, delivery schedules, and expectations of both the customer and senior management

Responsible for all New Product delivery and administration of Qualified Plan Administration to include IRA, 401K, 403b (TSA), 457 Plans, Profit Sharing Plans, Deferred Compensation Plans, etc.

Reduced New Business Issue and Contract mailing time by 60% through process streamlining and cross training in order to meet corporate standards.

Managed staff whose primary function was to maintain the tax reporting database, balance federal/state withholding to the general ledger withholding accounts for multiple accounts and multiple companies. Analyzed business processes/procedures to streamline workflow, cross-trained and applied technologies when appropriate.

Forecasted, prepared, monitored and balanced 2.5 million annual budget for Annuity Operations area.

Managed workflow and human resource responsibilities for customer service representatives, including interviewing, hiring, training and evaluating performance.

PROTECTIVE LIFE INSURANCE COMPANY, Birmingham, AL 1985 - 2004

Mainframe Systems: Life-Comm, Vantage

Director II, Acquisitions Division 2002 - 2004

Responsible for 20+-member team, including New Business, In-Force Business and Mail Center for the entire division that worked closely with Broker/Dealers, Registered Representatives, Career Agents and Banks. Annuity administration, Universal Life Administration.

Managed project conversions from Legacy systems to Life-Comm

Managed staff whose primary function was to maintain the tax reporting database.

Managed staff whose primary function was to respond to all complaints received from Life and Annuity policy holders, Attorneys, Beneficiaries and the state Department of Insurance.

Served as the primary contact for state Insurance Commissioners and the legal department on customer responses, lawsuits and settlements.

Developed and maintained complaint database tracking system in order to determine trends, provide data to the Legal Department, internal and external auditors and the state Insurance Commissioners.

Conducted monthly audits and provided data to senior management.

Developed and maintained training for on going personnel development and employee training for the division in regards to all forms of tax reporting.

Analyzed business processes/procedures to streamline workflow, cross-trained and applied technologies when appropriate.

Successfully integrated two new acquisitions.

Managed workflow and human resource responsibilities for customer service representatives, including interviewing, hiring, training and evaluating performance.

Director II, Annuity Operations, Investment Product Division 1992 - 2002

Responsible for 50+-member team, including New Business, In-Force Business and Mail Center for the entire division that worked closely with Broker/Dealers, Registered Representatives, Career Agents and Banks.

Managed new product initiatives, delivery schedules, and expectations of both the customer and senior management

Managed Administrative System Mainframe conversion from Vantage and The Leverage System (TLS)

Developed procedures and monitored data to comply with the U S Patriot Act and Sarbanes Oxley.

Point of contact for SEC audits and Market Conduct exams.

Managed staff whose primary function was to maintain the tax reporting database, balance federal and state withholding to the general ledger withholding accounts for multiple accounts and multiple companies. Responsible for the accuracy of the data transmitted to the Internal Revenue and the customers. Worked closely with policy holders to correct the appropriate tax form and re-submit them in a timely manner.

Developed and implemented a File Tracking System used to locate New Business files reducing temporary staffing by 90%.

Implemented the Imaging of New Business files using the Acorde Software system reducing microfilm cost by 50%.

Forecasted, prepared, monitored and balanced 2.5 million annual budget for Annuity Operations area.

Two-time winner of the President's Best Practices Award.

Member of LOMA EPAC and NAVA committees.

Supervised special taskforce created to develop and implement a new annuity system (Leverage 2.0)

Other positions held 1985 - 1992

Annuity Consultant

Claims Analyst

List Bill/Payroll Deduction Rep

Operating Systems: Windows XP, 98, NT, 2007, Client Server Database

Administrative Systems: Mainframe - Life Comm, Life70, LifePro, Vantage One 15.0, DSS 4.0, AWD 3.0 and 2X, The Leverage System 2.0 (TLS), Leverage Payout System (LPS), Annuity Tracking System (ATS),

Software: Sharepoint, Microsoft Project, Excel, Word, PowerPoint, Visio, Kronos, Lotus Notes and MS Office

Education

Herzing Technical Institute, Computer Science 1982 - 1984

Licenses and Designations

Previously held FINRA Series 6,26 and 63,

Associate, Life and Health Claims, 1989

Associate, Customer Service, 1993

Associate, Insurance Agency Administration, 1997

Associate, Annuity Products and Administration, 2002

LOMA Life Insurance (FLMI) courses 1 - 8

* PMP Certification slated for June 2013 - Prep work complete

References available upon request

Contact this candidate