Customer Service Management

KIMBERLY BOESINGER

***** ********* **** **** ****, FL 33525 615-***-****

email: *********@*******.***

OBJECTIVE

My goal is to obtain a dynamic, challenging opportunity that contributes to the success of a business

utilizing my 15+ years of financial, analytical, and management experience from the healthcare and

insurance industries.

PROFESSIONAL SUMMARY

Use various tools to analyze financial and business opportunities to develop formal recommendations

to executive team. Responsibility of budgeting, monthly reforecasting, and variance analysis against

forecast for expenditures up to $176MM in 26 countries. Also responsible for all capital expenditure

budget, requests, and tracking. Excellent analytical, management, and budgeting skills gained over the

last 15+ years. Have managed operations, customer service, analytics, operational reporting, and

quality management teams of analysts. Experience in the insurance, healthcare, call center

outsourcing, and workers comp industries, holding several professional designations in these areas.

Well rounded formal education with a Bachelor’s degree (major in finance, minor in economics) and a

MBA with a concentration in e-Commerce. Operational liaison with finance involved in forecasting

and capacity planning.

EXPERIENCE

Financial/Operational Planning and Analysis

• Reported to COO and CFO, dotted line to global CTO/CIO of IT operations.

• Created dashboards and trending scorecards in order to show gaps for process improvement,

savings, and recommendations.

• Analyzed large data sets in order to determine root cause for defects/cost savings.

• Budgeted, reforecasted and provided variance analysis of $176MM global expenses from 26

countries.

• Allocated shared service expenses both domestically and internationally including foreign market

exchange rate implications.

• Reporting and analytical support of business unit of 7.2MM worker’s comp bills annually.

• Partnered with shared services, operations, and account management to provide not only

summarized results but also detailed analysis for process/staff changes.

• Built and trained all supervisors, managers, and directors on capacity staffing models which

allowed for a reduction of 250 employees.

• Experienced with Oracle Financials and Hyperion Essbase financial systems.

• Corrected previously booked over-accrual of $400K in first month of employment.

• Responsible for operations reviews with the directors, VPs, and c-suite.

Management

• Implemented new strategy for operational reporting at current employer.

• Managed staff of highly trained analysts that used SQL code and Crystal reports in order to provide

200+ regularly scheduled reports as well as ad hoc analytic reports pulled from data warehouse.

• Involved in both formalized leadership team approved projects as well as front line projects

deemed necessary by management.

• Implemented and supervised new quality team that monitored individual quality performance as

well as produced ad hoc audits as needed.

• Prioritized workload to meet changing demands of customers while maintaining work/life balance

for team members.

• Participated in cross functional teams for strategic planning at all companies employed.

• Determined and monitored business unit KPIs against company performance.

• Developed strategy for team transition to a paperless desk environment.

• Ran teams of up 25 employees that supported several external customers from step A to step Z in

operations shop.

• Responsibility of hiring, annual reviews, and terminations for team.

Customer Service

• Continued both internal and external customer relations on a regular basis to discuss client needs

and results of all produced reports.

• Provided external customers as well as account managers all needed reports detailing savings,

revenue, and inventory information on a regular basis.

• Traveled to client locations for regular meetings detailing analytics for their block of business.

• Managed call center teams dealing with external customers as well as operational support teams

that dealt with internal customers.

Employment

HealthPlan Services July 2013 – Current

Director of Reporting

AETNA (fmrly Coventry Workers Comp Services) Sept 2009 – July 2013

Manager of Workers Comp Quality, Reporting, and Operational Planning

SITEL May 2007 – Sept 2009

Global Sr. Financial Analyst

Coventry Healthcare (fmrly Concentra Network Services) June 2003 – May 2007

Regional Business Analyst

CNA Insurance Company June 1995 – June 2003

Senior Business Analyst / Sr. Project Consultant, Supervisor

Education

University of Tennessee Aug 1991 – May 1995

Major in Finance, Minor in Economics

University of Phoenix June 2001 - June 2003

MBA, concentration in e-commerce

Skills

Proficient in Word, Excel, Access, PowerPoint, Oracle Financials, Hyperion Essbase, Cognos, IEX

Healthcare and Insurance Designations

FLMI, ACS, PCS, AAPA, AIRC, ARA, AIAA, DIA, DHP, HCSA, PAHM, PHIAS, MHP, HIA

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