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Customer Service Management

Location:
West Hartford, Connecticut, 06107, United States
Posted:
January 27, 2017

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CONTACT

** ******* **.

West Hartford, CT *****

acyinq@r.postjobfree.com

312.***/****

NICOLE D. MORGAN

EXPERT I SE

Strategic Planning & Execution

Talent Planning

Organizational Design

Operational Effectiveness

Consumer & Employee

Experience

Change Management

C U L T U R E E V ANG E L I S T . OP E R A T I ON S & P E OP L E L E AD E R . C H ANG E A C C E L E R A T O R CAREER PROF I LE

Established and energetic

business leader with

international and domestic

experience in building multi-

year business/people plans,

consulting on and leading large

scale enterprise initiatives,

launching and running start-up

operations, and designing

enterprise and local change

management strategies. I am

passionate about driving

profitability through engaging

employees. I bring my Zen

energy to work & help my

teams stay focused, have fun,

be inspired, and love what they

do!

HIGHL IGHTS AND ACHI EVEMENTS

x Multi-Year Planning and Strategic Roadmaps – Key author and contributor to Service Operations’ 3 Year Plan that projects a 10% reduction in annual operating expenses.

x Start Up Experience –Part of a small team of evangelists focused on creating and launching a new Individual Medical Insurance segment at a major international insurance company. Square Peg, Round hole? Kinda, but we did it!

x Org Design and Op Effectiveness- Led multiple org design initiatives for Commercial Service Operations. Org redesign led to 15% reduction in operating expenses (through consolidation of roles, reductions in force, and outsourcing non-core functions).

x Workforce Optimization- Aligning with business strategy – I led the team to create talent plans that included: a Work-At-Home strategy, a voluntary time off program, and developing alternative work schedules based on call arrival patterns. This resulted in administrative cost reductions of $6M.

x Strategic Change Management- Developed a change management playbook and launched and led a Change Management Practice within an Internal Consulting Group.

EXPER I ENCE

STAFF VICE PRESIDENT, BUSINESS IMPROVEMENT GROUP

ANTHEM, INC. ǀ DEC 2014-- CURRENT

Leading a small team of consultants to drive value based initiatives aimed at delivering on the strategy of the firm. Projects include: x Supporting the Human Resources enterprise team – developing an early career & internship program, creating multi-year talent plans that support business segment strategies, and creating the change management plans for large enterprise projects.

x Organizational Redesign assessments; projected to deliver 15% reduction in operating expenses by centralizing key functions and in- sourcing functions that were causing significant rework. x Developed Multi-Year strategy for Service Operations; includes creating the mission, vision, strategic imperatives, metrics, and framework for governance/management of implementation. EXPER I ENCE ( CONT INUED)

2VP CUSTOMER EXPERIENCE, CLAIMS

TRAVELERS INSURANCE. ǀ NOV 2013- DEC 2014

• Led a team of consultants to deliver a multi-year customer experience strategy; driving NPS improvements and reducing customer abrasion

• Developed the culture change strategy to shift culture from a product centric focus to a customer centric focus

AVP, OPERATIONS (INDIVIDUAL/RETAIL SEGMENT)

CIGNA. ǀ APR 2009- JAN 2013

• Owner of $4M annual investment strategy for customer health engagement and retention initiatives

• Co-created the “invest in the best customers” framework; includes analytics and predictive modeling using profitability based segmentation

• Responsible for P&L for existing book of business ($400M in annual premium); includes driving organic growth through cross-selling

• Developed and launched a multi-channel engagement strategy that integrates the customer experience (investing in mobile, social media, and online games)

OPERATIONS DIRECTOR (INDIVIDUAL/SMALL GROUP SEGMENT) CIGNA. ǀ MAY 2007- APR 2009

• Business project leader of $20M project launching a new Retail (Direct- to-Consumer) segment

• Responsible for all aspects of vendor management; includes negotiating all major contracts

• Managed all facets of operations for Retail and Small Employer services team (sales support, billing, call center, quality, escalations, etc.)

• Managed a team of 5 direct reports and 200+ associates NATIONAL CALL CENTER QUALITY DIRECTOR

CIGNA. ǀ APR 2004- MAY 2007

• Implemented a Customer Centric quality program using Voice-of-the- Customer framework; Improving Customer Sat by 20%

• Leveraging Six Sigma, led and supported quality improvements for national call center operations; resulting in JDPA Call Center certification and a 10M reduction in call center operating costs

• Had fun managing and developing three direct reports and eight matrix managers to drive quality improvements across 8 call centers VARIOUS ROLES (CONSULTANT, PROJECT MNGR, OPS MANAGER) CNA INSURANCE, INTERNATIONAL DIVISION ǀ JUL 1996- APR 2004

• Managed day-to-day operations team (policy issuance, customer service/call center, and claim teams)

• Led several key projects supporting the start-up of the International business unit

SK I L LS

PROFESSIONAL

P & L Mindset

Plays Well with Others

Strong Consulting Ability

Team & Leader Coaching

Able to Herd Cats

Excellent Communication Skills

TECHNICAL

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Prezi

EDUCAT I ON/ TRA I N I NG

MBA, Purdue 2007

BA in Communications, University

of Illinois – Chicago, 1996

Society of Human Resources –

Senior Certified Practitioner

Certification, 2016

200 Hour Yoga Teacher Training-

2016

AHIP – Fundamentals of Risk

Management – 2014

Executive Training at Columbia

University- Customer Centricity,

2010

Certified Six Sigma Black-Belt,

Juran Institute, 2003

Project Management Professional

Designation (PMP), Project

Management Institute, 2002

N M



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