Customer Service Management

Thomas Lore, MBA, MS, DTM

** ******** ****** **** #**, Southington, Connecticut 06489 E-mail: ***********@***.*** Mobile: +1-860-***-**** Text: **********@*****.*** Summary

Software Engineer with two Master’s degrees, a Six Sigma Green Belt, and a Distinguished Toastmaster seeks opportunities to lead consumer-driven organizations.

Extensive experience developing rich client applications on the Microsoft/.NET stack.

Professional experience across all phases of the software development life cycle, including requirements gathering, design and development, UAT testing, and release/deployment.

Advanced technical and business knowledge with outstanding communication and leadership skills to effectively work with individuals at all levels of an organization.

Significant experience mentoring and leading high-performing teams to achieve desired outcomes, both in corporate and volunteer settings.

Lifelong learner and strong proponent of inspiring continuous professional development in others.

Demonstrated experience using data analytics to identify business problems and technology to develop solutions. Experience

Amazon, Wallingford, Connecticut

Fulfillment Associate I, October 2015-Present

Delivered a quality consumer experience by executing all sort functions in compliance with Standard Work and 5S audits as a part of the overall Amazon order fulfillment process.

Trained on using radio frequency scanners and pallet jacks, routinely meeting or exceeding productivity standards and standard work measures. Aetna, Hartford, Connecticut

Senior Consultant, Medicare Service Operations, February 2015-Present

Developed analytics and reporting solutions (including dashboards) for all aspects of Aetna’s Medicare business (claim, member services, complaints, grievances, appeals, Complaints-To-Medicare) to provide insight to top executives and management in Aetna’s Government Services organization, with the goal of providing better customer service to Aetna’s Medicare members, as well as to ensure Aetna remains in compliance with the Centers for Medicare and Medicaid Services.

Developed two .NET class libraries as reusable assets for other .NET developers: a Splash Screen, and an About Box, to improve consistency of the interfaces among a large portfolio of internal .NET applications. In addition, delivered MSDN-style documentation to make use of these assets very easy.

Served as a liaison between stateside personnel and 3 offshore (2 in India, 1 in Philippines) claim processing / customer service vendors, mentoring them on software development techniques and conducting code reviews of their developers’ code, to aid them in delivering better desktop productivity tools to more efficiently process claims and/or handle calls.

Chief of Staff LLC, Hartford, Connecticut

Waiter, October 2014-Present

Delivered an optimal guest experience through various front-of-house roles in a variety of hospitality settings, including four-star hotels. Aetna, Hartford, Connecticut

Senior Consultant, Claim and Provider Service Operations, November 2010-February 2015

Developed and managed an automated end-to-end reporting process for service center performance guarantees (claim processing and member services) for more than 600 Dental, Middle Markets, and Private Exchange plan sponsors, and developed technical solutions to improve overall service to Aetna’s customers in typical problem areas, including claim processing accuracy, claim processing turnaround times, high rework volumes, and call center performance metrics.

Developed a High Dollar Claim Database to route claims over $100,000 for special network handling to a team of dedicated claim processors, which resulted in a preliminary savings to Aetna of over $800,000.

Led a cross-functional, virtual project team of 12 on a two-year process improvement initiative using Six Sigma tools and techniques to reduce the number of medical claims needing to be reworked due to Aetna’s referral policies not being applied properly, which resulted in an initial savings of $2,300 as a result of a training-based solution. Additionally, a handoff to management included recommendations for a fix of a possible system issue.

Mentored a team of 7 college summer associates to develop and present a business proposal to senior leaders for an Aetna retail presence.

Led the following employee resource groups as a National lead: LGBTA (800 members), Teleworkers (5,000 members), Generation X (1,000 members), Christian

(1,200 members), Generation Y (900 members).

Aetna, Hartford, Connecticut

Operational Accounting Senior Consultant, National Customer Operations, July 2006-November 2010

Developed and managed automated reporting solutions for generating standard and ad hoc detail reports of recorded claim activity for Aetna’s self-insured plan sponsor book of business.

Developed a .NET client application used by more than 50 employees in Compliance, to streamline the communications process of new product and regulatory filings, to key recipients, which improved quality and accuracy of the communications.

Trained 40 employees within the department on the Business Objects Web Intelligence (ad hoc reporting) product.

Led a team of 2 on a grass roots effort to develop the internal website for the Generation Y employee resource group.

Led a team of 5 to prepare and deliver a presentation to Aetna Employee Resource Group leaders, executive sponsors, and company executives on “Generational Differences in the Workplace.”

Skills

.NET Framework, Visual Studio.NET, C#, VB.NET, WPF, XAML, Adobe Dreamweaver, HTML, XML, JavaScript, CSS, SQL, Access, Excel, PowerPoint, VBA, VBScript, SharePoint, Business Objects Web Intelligence, OpenSpan Intelligence, SPSS, Tableau, Insightly CRM, QuickBase, QuickBase .NET API, ClearCase, Remedy, Microsoft Sandcastle Help File Builder, FxCop, NUnit, MSTest, Public Speaking, Leadership, Process Improvement, Data Analysis, Data Visualization, Data Communication, Project Management, Strategic Planning

Thomas Lore, MBA, MS, DTM

55 Columbus Avenue Unit #23, Southington, Connecticut 06489 E-mail: ***********@***.*** Mobile: +1-860-***-**** Text: **********@*****.*** Page 2

Education

University of Phoenix, 2012-2014

Master of Business Administration, Technology Management (Grade Point Average: 3.53 / 4.00)

Studied in-depth the impact of the information technology industry on India.

Learned how to present technical information to non-technical audiences.

Gained hands-on experience writing strategic plans.

Used Microsoft Excel to perform complex data analysis functions, including one-sample and two-sample t-tests, ANOVA, chi-square analysis, correlation analysis, regression analysis, as well as VLOOKUP formulas, Pivot Tables, functions, macros.

Gained a solid understanding of financial ratios and financial statements in determining an organization’s performance.

Led peer learning teams of 4-6 members toward completing weekly learning team assignments.

Courses: Management, Human Capital Management, Business Law, Organizational Leadership, Quantitative Reasoning for Business, Accounting, Economics, Corporate Finance, Marketing, Operations Management, Applied Business Research and Statistics, Strategic Planning and Implementation, Communication for Managers of Technology, Project Management, Management of R&D and Innovation Processes, Technology Transfer in the Global Economy, Applications of Technology Management

Marlboro College, 2007-2008

Master of Science, Internet Engineering

Capstone project titled “Integrated Web Facilities and Infrastructures.” This project was a hands-on project consulting the officers and Board of Directors of the Brattleboro Outing Club on a re-design of the organization’s website and membership database.

Courses: object-oriented programming, relational databases, usability/human computer interaction, software development life cycle. Westfield State University, 2002-2005

Bachelor of Science, Computer Information Systems (Grade Point Average: 3.39 / 4.00)

Activities: Lambda Sigma, Student Government

Minor in Business Management

Graduated Cum Laude in 3 years.

Language

English: Native Proficiency, Spanish: Elementary Proficiency Organizations

Toastmasters International, August 2011-Present

Delivered more than 90 presentations to diverse audiences, including presentations from the Speeches by Management and Technical Presentations advanced Toastmasters tracks.

Volunteering Experience

Toastmasters International

District #53 Club Growth Director, July 2015-Present

Through Toastmasters demonstration/sales meetings, introduced Toastmasters and all its benefits into the lives of individuals in a variety of settings, including corporations, community settings, colleges/universities, and correctional facilities.

As the Chief Marketing Officer for the District, mentored and guided 7 Division Directors in identifying new markets within their respective Divisions in which to penetrate with new Toastmasters clubs, as well as assisting them with seeing new clubs through the entire chartering process.

Provided overall leadership and guidance to over 3,000 members across more than 130 clubs in Eastern New York, Connecticut, and Western Massachusetts by assisting them in achieving their communication and leadership goals.

Maintained accurate tracking of leads, prospects, and opportunities using the Insightly CRM application.

Generated leads and built new Toastmasters clubs in Eastern New York, Connecticut, and Western Massachusetts by executing on all phases of the sales process, including: conducting a market segmentation, meeting with prospects to conduct needs analysis, product demonstration, and closing the sale.

Oversaw the launch of 7 new Toastmasters clubs, which helped bring the Toastmasters experience to 157 new members. YWCA Hartford Region

Technology Advisory Committee, January 2013-Present

Provided guidance to the organization’s management with technical interviews, in the hiring of a full-time IT Manager. Upon completion of the hiring process, provided guidance to this IT Manager on various technology initiatives the organization might want to consider, as well as serving as a sounding board for the IT Manager.

Travelers’ Championship

Aetna Concessions Committee Volunteer Coordinator, June 2012-Present

Led 40-45 Aetna volunteers (front expeditors, food prep, grill assistants) over 4 days of this annual professional golf tournament, to ensure proper staffing of a high-traffic concession stand.

American Red Cross

Aetna Blood Drive Volunteer Coordinator, January 2012-Present

Led 20-25 volunteers for quarterly three-day Aetna blood drives to ensure the registration desk and canteen areas were properly staffed with volunteers throughout the drive.

Thomas Lore, MBA, MS, DTM

55 Columbus Avenue Unit #23, Southington, Connecticut 06489 E-mail: ***********@***.*** Mobile: +1-860-***-**** Text: **********@*****.*** Addendum

Volunteering Experience (Continued)

Toastmasters International

District #53 Division E Governor, July 2014-June 2015

Mentored and guided 5 Area Governors to ensure they were in the best position to serve the members in their constituencies.

Provided overall leadership and guidance to 386 members across 21 clubs by assisting them in achieving their communication and leadership goals.

Trained 102 club officers in round 1 of club leader training; trained 96 club officers in round 2 of club leader training. Toastmasters International

District #53 Area B21 Governor, July 2013-June 2014

Mentored and guided 49 club officers across 7 Toastmasters clubs to ensure they were in the best position to serve their members.

Provided overall leadership and guidance to 136 members across 7 clubs by assisting them in achieving their communication and leadership goals.

Trained 28 club officers in round 1 of club leader training; trained 28 club officers in round 2 of club leader training. Toastmasters International

Club #3610 President, July 2013-June 2014

Mentored and guided the other 6 club officers to ensure the club was providing an ideal member experience to the club’s 21 members; achieved President’s Distinguished status.

Provided overall leadership and guidance to 21 members by assisting them in achieving their communication and leadership goals.

In addition to President, served in all other club officer roles during my time in Toastmasters, including Vice President Education, Vice President Membership, Vice President Public Relations, Secretary, Treasurer, Sergeant At Arms Certifications

Trailer Dock & Release (TDR) Certification, Issued by Amazon, November 2015-November 2016

TIPS Certification, License #4018626, Issued by Health Communications, Inc. (The TIPS Program), June 2015-June 2018

Distinguished Toastmaster, Issued by Toastmasters International, October 2014-Present

Six Sigma Green Belt, Issued by Aetna, May 2014-Present

CPR Certification, Issued by American Red Cross, July 2015-July 2017

High Performance Leader, Issued by Toastmasters International, July 2013-Present: a five-part leadership experience focused on the fundamentals of servant leadership, including developing a vision, developing a mission, defining core values, communicating the vision and mission, getting buy-in to the vision, recruiting/building a team, developing a strategy, developing an action plan, determining goals, determining roles, determining time tables, managing conflict, and obtaining feedback.

Honors & Awards

Two-time winner of an Aetna .NET User Group Programming Competition

Earned 5 Toastmasters International Competent Communicator Awards (2012, 2013, 2014, 2015, 2016) Posts

https://www.linkedin.com/pulse/3-signs-true-leader-displayed-arizona-cardinals-coach-thomas Interests

Running, Fitness, Reading

Contact this candidate