MAUREEN ROJAS

Alton Bay, NH

ad2pg3@r.postjobfree.com 978-***-**** LinkedIn.com/in/MaureenRojas OPERATIONS MANAGEMENT, CUSTOMER SUCCESS & ONBOARDING PROFESSIONAL P&C Insurance IT and Finance Management

Property and casualty insurance Operations Management, Customer Success & Onboarding professional with results-driven team leadership and direct P&L responsibility. Skillful administration and management in successful revenue growth, addressing complex operational issues, strategic planning, process improvement, cross-functional team building and organizational leadership. Exemplary project and program management skills. Develop auditable corporate policies and programs for client support and maintenance. Successfully collaborate with management teams, regulatory agencies, and vendors to achieve desired outcomes. Core competencies include:

Regulatory Compliance and Risk Staff Professional Growth Product Development and Launch

Project and Program Management Disaster Recovery Test Management Software as a Service (SaaS)

Property & Casualty (P&C) Insurance Performance Metrics Analytics Assessment and Needs Analysis PROFESSIONAL EXPERIENCE

Duck Creek Technologies, Boston, MA 2021 to August 2023 Intelligent SaaS solutions provider defining the future of the property and casualty (P&C) and general insurance industry. SENIOR MANAGER, Customer Success - Service Introduction & Onboarding

Responsible for overseeing and serving as the primary escalation point for Onboarding / GoLive issues and questions.

As Trusted Advisor, interfaced with Customer / SI partner, Service Manager, and the OnDemand Operations team.

Led on-boarding sessions with Customers; proactively identified and managed any potential risks and worked with applicable resources to implement mitigation plans.

Developed the tools, processes, and procedures to grow and mature the OnDemand business to allow for cost- effective future growth and scale.

Set and continually managed project and program expectations; managed follow-up items to completion and closure.

Mentored team members, worked across multiple complex projects simultaneously, and identified and addressed potential issues and risks that may impact deliverables. CGI Information Systems & Management Consultants, Inc., Burlington, MA 1997 to 2020 National and Massachusetts Auto/Voluntary & Assigned Risk Automobile, web based Insurance. PROGRAM DIRECTOR - Insurance Business Processing, Operations and Client Services 2011 to 2020

- Applications 2006 to 2011

- Delivery Services 1999 to 2006

Reported directly to the Senior Vice President with sole responsibility for business unit P&L including operations, client-facing customer service, and contracts.

Directed 71 team members in 3 locations: Massachusetts’ team of Project Managers, Architects, programming experts, Business Analyst and Subject Matter Experts, Virginia’s on-shore global delivery team of Business Analysts, and India’s global delivery team of off-shore Technical Resources.

Resource Planning, Investment Committee planning for new solutions, and forecasting and planning monthly reviews.

Selected by senior management to direct new profit center to be a programming center of excellence.

Managed $15M annual budget business unit within CGI; exceeded P&L budget goals while managing to the budget and meeting and exceeding corporate guidelines for profit.

Increased client satisfaction, new subscriber requests, new distribution channels, and annual revenue of $3.5M by leading team of 12 to develop and launch new and expanded service offerings utilizing new technology.

Successfully managed significant implementation projects onto the mainframe policy processing platform for two national insurance companies.

Under extraordinarily challenging circumstances involving regulatory agencies with time constraints, effectively balanced deadlines with customer requirements, avoiding work at risk.

Maximized client satisfaction utilizing sharp and constant focus on balancing resources and client needs in a shared system environment.

Recognized by management to accept expanded responsibilities in Policy Administration Systems including web based insurance products.

Received concrete positive feedback from customers after a significant implementation designed to enhance client focus and involvement.

TECHNICAL SERVICE MANAGER 1997 to 1999

Massachusetts Auto/ Voluntary & Assigned Risk Automobile

Directed the largest and most profitable product within the CGI systems with a profitability ratio consistently near 50% and with yearly revenue of over $2M; directly responsible for product direction and investment strategy.

Successfully managed through the complete lifecycle of development, implementation and client roll-out installation of Insurance Agency Portal for the State of Massachusetts, for 8 Carriers in over 2000 agent sites.

Managed Strategic Business Unit to compliance within ISO 9001 certification with 16 direct reports (senior technicians and senior architects).

Delegation responsibility for the review of State regulatory notices and implementation of regulatory modifications to existing system.

ADDITIONAL PROFESSIONAL EXPERIENCE

Successful progression in a broad array of insurance-based organizations with experience supporting cross-functional groups in a variety of roles:

Implementation Project Manager project management of database and software development projects. Customer Service Representative soliciting and managing top accounts in an automobile insurance policy processing system. Clients accounted for $10+ million in annual revenue. Series of Underwriter roles, including Senior Underwriter, Commercial, and Portfolio; performed multi-line insurance underwriting retention decisions including: automobile, property, garage, inland marine, umbrella and workers compensation. Agency Manager soliciting new business and placing with multiple property and casualty companies. Serviced all existing personal and commercial accounts and managed customer representative staff of two for servicing existing accounts. EDUCATION and SKILLS

MBA, Plymouth State University, Plymouth, NH 2009 BS in Business, Organizational Leadership, Southern New Hampshire University, Manchester, NH 2006 Masters Certificate in Project Management, Boston University, Boston, MA 2003 Masters Certificate in Management, Boston University, Boston, MA 1999 Additional Professional Development:

Massachusetts P&C Insurance Broker’s License, since 1992

INS 23 & Introduction to Commercial Property, Insurance Library, Boston, MA

Insurance Fundamentals (INS 21), Northeastern University, Burlington, MA PC Software:

Project Scheduler; Microsoft Project; Microsoft Excel, Word, and PowerPoint Maureen Rojas 978-***-**** ad2pg3@r.postjobfree.com Page 2

Contact this candidate