Customer Service Project Manager

SUSAN L. EDWARDS, MS, PMP

** ******* **** *Rockaway, NJ 07866-2830

******@*******.***

Primary # 973-***-****

Mobile # 862-***-****

PROFILE

PMP certified Project Manager with over 10 years of Project Management experience. Agile Certified

ScrumMaster experienced in Agile IT sprints. Corporate Healthcare background with extensive management,

customer service, and inter departmental experience. End to end product knowledge including: Life,

Medical, Dental, Vision, Disability, Accident, and Voluntary products. Project Management experience

identifying impact of the Patient Protection & Affordable Care Act (PPACA) on existing products and on new

product development.

AREAS OF EXPERTISE

• Microsoft Project, Power Point, SharePoint, SalesForce, Excel, Word, and various homegrown

corporate internal and external Project Management and Healthcare systems.

• Proven ability to foster collaboration, value other perspectives and gain support and buy-in for

organizational proposals.

• Proven success in managing growth and change and engaging matrix partners, peers, management,

and clients in the process.

• Ability to drive results, think strategically and implement a market strategy.

Cigna, Philadelphia, PA

Project Manager 2011-2013

• Part of PMO team focused on developing new voluntary products compliant with Patient Protection

& Affordable Care Act (PPACA).

• Project Manager for various new voluntary product work streams including: External

Communication, Client Portal, Service Center Readiness, Product and Presale development, and

online interactive customer video deployment.

• Coordinated Project Scope, Objectives, Capabilities, and Primary tasks with IT and Business.

• Project Manager on PMO team defining steps for sun setting products not compliant with Health

Care Reform including Limited Medical Plans.

The Hartford Life Insurance Company, Florham Park, NJ

Sales Service Manager 2009- 2010

• Management of Account Manager and Service Consultant staff for NJ Regional Office for Dental,

Life, Disability, and Voluntary products.

• Interface with Underwriting, Billing, Tax, Finance, and Senior Management teams to ensure product

benefits, proposal presentations, plan certificates, and external communications are aligned with all

corporate and legal requirements.

• Engaged NJ P&C sales team to target common broker contacts and develop a cross-selling strategy.

P&C courses with learinsurance.com in Property Insurance and Flood Insurance as part of this

initiative.

Cigna, Hartford, CT 1997-2009

Operations Project Manager 2006-2009

• Prioritized business initiatives including defect fixes with input on the scope and impact to the

customer, the user, and cross-departmental teams.

• Developed and implemented Business Acceptance Testing for External Claim Pricing projects to

ensure coordinated on-site testing with end users and IT for final release resulting in a 62%

reduction of post release claim system defects.

Provider Service Liaison Manager 2002-2006

• Recruited, managed and developed 37 service professionals to focus on high priority, participating

providers and vendors with the goal of improving service and customer experience.

• Targeted activities to improve interface with Contracting, Compliance, Provider Services and other

departments to improve the quality and service experience for network providers.

SUSAN L. EDWARDS, MS, PMP

Director of Service Center, Rockaway, NJ 1997-2002

• Staff of 125 including Claim Processing, Quality Assurance, and Call Management Team

responsible for overseeing all aspects of customer service, quality control, production requirements

and performance metrics.

• Interfaced with Network Development, Sales, IT, Compliance and Senior Management Teams and

resolved service issues, coordinated new processes and ensured processes, products and claim

processing systems are compliant with State and National legal requirements.

WellPoint, Iselin, NJ

Regional Service Operations Manager 1996-1997

• Handled all facets of service for Group Medical, Dental, and Disability Plans including staffing,

performance, and customer service issues

• Successfully managed the office staff and policyholders through corporate restructuring and claim

payment system upgrades.

Mass Mutual, Woodbridge, NJ

Associate Manager 1994-1996

• Managed a staff of 65 employees handling the claim processing and customer service of over 200

group benefit plans ranging in size from 100-15,000 members.

EDUCATION

Master of Science in Management with an Organizational Change Concentration

College of St. Elizabeth, Convent Station, NJ

Bachelor of Science in Business Administration

Boston University, Boston, MA

CERTIFICATIONS

Project Management Professional - PMP

Agile Project Management Certified Scrum Master

Group Benefits Associate (GBA)

Insurance Producer License for Life, Accident, Health or Sickness in the State of NJ

MEMBERSHIPS

Project Management Institute (PMI)

American Society of Quality (ASQ)

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