Management Customer Service

Ariel Furmston

** ****** ***** *** *******, Illinois 60016 Phone: 847-***-**** E-Mail: **********@*****.***

http://ar.linkedin.com/pub/ariel-furmston/b/993/a66

Professional Summary

Experienced business, operations and program management IT leader with 14+ years of program delivery experience. Expertise with

small to large scale development with Agile and Waterfall development methodologies. Builds strong teams and communicates

effectively to leadership. Strong knowledge of Oracle and web-based services development. Offering a unique combination of insurance

industry knowledge, analytical skills with consistent ability to find common ground and focus on on-time delivery. Fluent in English and

Latin American Spanish.

Experience

Mapfre Argentina March 18 -1997 to Present

• Successful delivery of IT programs for a Global Insurance Provider ($56B Company) across the full dimensions of the

insurance business

• Strong knowledge of the insurance business and proven capability to drive results with business counterparts while being able to

translate business needs to IT delivery plans and ultimately successful execution

• Responsible for management of a team of 27 (internal and external) developers and operations personnel in the planning,

design, development and operations across the entire application portfolio within Mapfre Argentina

• Responsible for consistently increasing levels of responsibility across the IT organization

Key Programs Leadership and Delivery Experience

• Custom CRM Application for New and Existing Customers:

Led the implementation and development of custom web based solution for all commercial offices of the company doing

business in Argentina. The primary goal was to capture specific customer level information from all client interactions across

offices throughout the country. The application delivered significantly better analytics for Mapfre to better understand the total

customer base insurance needs across the country. Key Accomplishments and outcomes:

Deployed and delivered on time a fully custom web based solution for 400+ users in Argentina

Developed and maintained overall business case and led governance during the project execution

Negotiated scope across several different stakeholders and maintained agreement on key scope and results throughout the

project

Led and maintained strict adherence to PMI type standards and project delivery methodology

• Implementing web service based communication between Web for 200+ legacy systems

Managed overall program delivery to successfully move 200+ legacy batch interfaces to a web services architecture

Led execution of architecture between web applications and the legacy data base, using web services

Led Risk management and performance management through overall project lifecycle

Redesigned asynchronous to synchronous architecture while improving transaction performance

• Brokers and producers Extranet (M@pfreNet)

Custom Web system for Web based system for the producers and brokers of the business

Led develop team broad technical, and business disciplines. Focused programmer’s team on business objectives and

tracked progress to ensure project milestones were completed on time, on budget and with the desired results

Delivered functionality to support issuance of policies: Claims processing, Insurance policies quote,

Collection management, Print pdf policies, claims, collection, etc.

Mitigated risk factors through careful analysis. Anticipated and managed change effectively

Defined processes and tools best suited to each application within this system. Creating detailed project road maps, plans,

schedules and work breakdown structures

Managed all phases of the software development lifecycle for this custom solution

• Customer Complaint and Claim Management System (C&C)

Custom customer retention tool built on Oracle system to manage client claims and complaints. Key functionality delivered to improve

customer loyalty and initiate internal process improvements

Led planning and design of overall solution from planning to implementation and run stage

Guided programmer s team in the development of relational database management system

Successfully launched and maintained system receiving complaints and processing complaints

• Providers Payment Management

Web based system to gain complete visibility into the entire procure-to-pay process, to gain a clear perspective on spending

throughout the organization

Project-managed this initiative involving the transition of programs to new web platform and the merger of

disparate systems from existing computerized and manual systems

• Responsible for the day to day operations of all web presence 4 portals and 27 web based systems

Led the complete redesign and implementation of the web portal

Management experience supervising help desk level 2, desktop support and customer service areas from and the systems

previously listed

Skills

Strong knowledge of complete end to end insurance business. Excellent interpersonal skills and team management. Strong Business

analysis capabilities. End to end Application development across multiple technologies (Oracle, Java, etc.). Flexibility in delivering

multi-year programs as well as quick hit projects. Calm and capable under delivery pressure. Outcome focused. Passionate for

driving successful outcomes and ownership of projects end to end. Successfully leading teams and achieving results through others.

Self-starter. Can lead independently as well as across a global team. Constantly focused on efficiency and process improvements.

Conflict management and prioritization skills. Having excellent time management and confidentiality. Prior certification in Oracle

programming. Perfect written and spoken Spanish.

Education

UNIVERSITY: Universidad Tecnológica Argentina (U.T.N.), Computer Science [1992-1997]

UNIVERSITY: Belgrano University (U.B.), Project Management PMI [2009]

Others

PMI Certification (In progress)

2002 Oracle 8 Dev. Junior / 2006 Oracle 10 Dev. Senior

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