IT Project Management Business Analysis Account Management
Resume:
HEIDI GROSCLAUDE
Blythewood, South Carolina 29016
Cell: 803-***-****
***********@*****.***
OBJECTIVE: Project Management/Business Analysis/ Customer Service/Supervisory position.
SUMMARY:
Over thirty-two years experience with a focus in Property & Casualty Insurance, Systems Development and Financial Services
B.S. Accounting.
Held NASD Series 6, 26, 63 licenses.
Proficient in Microsoft Office.
Energetic - Flexible
Self Motivated - Fast Learner
Leader - Analytical
Expertise:
Project Management
Business Analysis
Account Management
Training/Supervising/Coaching Personnel
Sales Support
Liaison between operating units
Troubleshooting
Budgeting/Planning
Process Improvements/Cost Savings Initiatives
Business Continuity
New Product Testing/Rollouts
Call Center Operations Management
Presentations
EMPLOYMENT: DXC TECHNOLOGY, Blythewood, South Carolina
2008–2017 (Employed with Computer Sciences Corporation 2008 – 2017, Computer Sciences Corporation merged with Hewlett Packard Enterprise and created DXC Technology on 4/3/2017)
Sr. Professional Service Delivery Coordinator (3/2008-6/2017)
PRUDENTIAL FINANCIAL, Hartford, Connecticut
1987-2008 (Employed with CIGNA Retirement 1987-2004, business segment was acquired by Prudential in 2004)
Project Management Specialist – Enterprise Process and Quality Control (4/2002-3/2008)
Senior Business Analyst – CIGNA Defined Contributions Technology (5/1998-4/2002)
Team Leader, Participant Service Center – CIGNA Operations (11/1994-5/1998)
Senior Business Analyst – CIGNA Sales and Marketing (9/1992-11/1994)
Customer Service Supervisor – CIGNA Defined Contribution Administration and Transition Management (6/1989-9/1992)
Plan Consultant – CIGNA Defined Contribution Ongoing Administration (2/1987-6/1989)
FOTOMAT CORPORATION – Rocky Hill, Connecticut
1974-1987Senior Store Manager
HEIDI GROSCLAUDE Page 2
EXPERIENCE: PROJECT MANAGEMENT/BUSINESS ANALYSIS
Sr. Professional Service Delivery Coordinator
Served in a project management/business analysis role.
Prioritized and managed multiple projects including web-based, AS400 and server components to customer specifications and budget restrictions of 3 – 4 million dollars per project.
Own the product lifecycle from initial concept to delivery.
Ensured products met or exceeded client expectations.
Excelled at gathering feedback and requirements; communicating needed changes to development team; and overseeing seamless, high-quality rollouts to on-time and on-budget conclusion.
Developed a deep understanding of the business objectives of internal and external stakeholders; evangelized the product vision and built trust by maintaining an accurate and achievable roadmap.
Led customer customization development of property & casualty policy processing and agent software for both personal and commercial lines of business.
Documented test strategy and developed and executed test plans, resolved testing issues and conducted re-testing as required. Delivered systems with less than 10 reportable issues by customers during user acceptance testing.
Assisted customer with developing conversion strategy for moving data from their legacy
system to the newly implemented system.
Project Management Specialist – Enterprise Process and Quality Control
Coordinate and track divisional projects across various system platforms.
Define, communicate and document change and release management procedures to the organization and assist with creation and execution of test plans for new products.
Review and maintain process and procedural documentation.
Coordinate Enterprise Command Center contention system issues outside the division and assist with maintaining business continuity plans for retirement technology and manage annual business continuity tests.
Senior Business Analyst – CIGNA Defined Contributions Technology
Facilitated logical design sessions for system development and documentation of changes working with business partners to develop change specifications and obtain design sign-off.
Translated business requirements into technical requirements. Documented test strategy and developed and executed test plans, resolved testing issues and conducted re-testing as required.
Provided documentation of new and modified procedures to business partners and assisted with project implementation.
Senior Business Analyst – CIGNA Sales and Marketing
Managed sales and expense reporting in support of a $3M annual sales goal for over thirty sales staff throughout the United States.
Resolved complex issues relating to $8M of sales compensation and $2.5M of field expenses. Coordinated budget and expense reporting for the field sales and service division.
Documented procedures that ensured proper practices related to sales credit/compensation and broker/producer commission administration.
HEIDI GROSCLAUDE Page 3
TRAINING/SUPERVISION/CUSTOMER SERVICE/SALES SUPPORT
Team Leader, Participant Service Center – CIGNA Operations
Trained and managed forty registered representatives with a focus on timely and quality customer service. Staff responded to over 300K customer calls annually with an average service level of 82% of calls answered in twenty seconds and generating an accuracy rate of 99.98%.
Implemented various cost efficiencies including streamlining operations to enhance department efficiency.
Developed and delivered presentations to clients and various company departments.
Customer Service Supervisor – CIGNA Defined Contribution Administration and
Transition Management
Managed sixteen new business analysts and technicians responsible for accurate and timely set-up of defined contribution plans with over $50M in assets.
Supported pre-sales underwriting and sales staff in achievement of product integrity and financial objectives. Assisted with client prospecting presentations. Served on the Product and Service Underwriting Guidelines Committee and developed a reference manual for field sales and service personnel.
Facilitated ongoing staff training and client education regarding new legislation, system enhancements, quality measures and industry trends.
Plan Consultant – CIGNA Defined Contribution Ongoing Administration
Processed client data for forty-eight defined contribution plans with over $60M of assets and over 10K plan participants (client’s first point of contact).
Senior Store Manager – Fotomat
Directed operations for twenty-five photo finishing stores throughout Connecticut and New York grossing over $2M in sales.
Hired, trained, scheduled and evaluated over sixty personnel.
Consistently met sales goals and profitability margins.
EDUCATION/
TRAINING:
CIGNA/CSC, Extensive training classes
Central Connecticut State College, B.S. Degree in Accounting
Contact this candidate