April M. Ravaioli

Experienced Health Insurance and Pharmaceutical Industries professional,

with a proven record of seamlessly supporting multiple business operation verticals in a fast-paced environment. Focused on providing exceptional Internal and External Customer experiences by producing quality content management and communications used to support optimization programs, process improvements and voice of customer initiatives. Contact

1 Deer Run

Hillsborough, NJ 08844

ad4aqy@r.postjobfree.com

908-***-****

Education

BS, Retail Management

AS, Marketing

Johnson and Wales University,

Providence, RI

Key Skills

Microsoft Office Suite, SAP,

RFPIO, ServiceNow Oracle,

Archer, Siebel, Cisco VoIP

Certifications

API - Associate in Personal

Insurance

OPTUM SERVICES OF UNITED HEALTH GROUP

2015 – 2022

Sr. Information Security Risk Auditor

Proposal Support and Audit Consultant

• Lead assigned IT Security Risk Assessments for Customer Audits, Contract Reviews, RFP/RFI questionnaires [CAIQ, SIG, VSAQ and DDQ’s] for Brokers, Third Party Risk Management Assessors, Government, Educational and Employer Programs, within a department that supported ~2,500 requests annually. Prioritized assigned requests in accordance with SLA’s and TAT’s that contributed to an improvement of Internal Customer experience NPS score, from 46% to 86%.

• Facilitated discussions with Customers, Key Account Executives, Enterprise SME’s, SISO, BISO and Production Information stakeholders regarding Cyber Resiliency, Data Governance, Asset and Access Management, Business

Continuity &, Disaster Recovery Controls, Network and Cloud Security based on ISO and NIST frameworks.

• Coordinated and disseminated follow-up remediation responses, Evidence of Controls, Vulnerability Scans and Penetration Test reports, as well as requesting SOC and HITRUST control reports.

• Partnered with Privacy, Legal, and Compliance, ensuring GDPR, HIPAA, PCI DSS regarding PHI and PII disclosure and discovery requirement content is validated and approved for external distribution.

• Managed the vendor relationship for procured Security Assessment toolkit. Generated Full and Lite (SIG)

questionnaire responses addressing 18 Risk control categories. Tracked policy standard artifacts and supporting documentation for external distribution. Published NDA and Non- NDA versions for existing and potential new Customers.

• Provided metrics reporting on SIG usage ROI, work in-take volume and questionnaire complexity counts, Tested dynamic form data and content for process platforms. Trained internal and cross-functional teams, triaged and assigned net-new requests coverage.

CHUBB GROUP OF INSURANCE COMPANIES

2013 – 2015

Contact Center Personal Lines Customer Care Representative

• Managed ~1,000 calls monthly achieving a 96%, call center, first call resolution rate.

• Provided IT Navigation for on-line enrollment and Web Support for Products and Services.

• Executed Payment Plan Options, Policy consolidations, and Policy schedule revisions for Licensed Insurance Brokers and Producers.

• Resolved Invoicing Issues on Personal Line policies with corporate underwriters and agents.

• Served as Point of Contact and resource to Agents, Mortgagees, and eCommerce Platforms for Personal Line Insured as well as Direct Customer policy Inquiries.

• Completed Associates in Personal Lines Insurance Designation Certification. MERCK & COMPANY, INC.

1999 – 2011

Contact Center Project Coordinator Call Center Group Lead Call Center Sr. Specialist Call Center Representative

• Trained a team of 12 agents in the subsidiary Contact Center with solution script content created for

~7,200 US based Rx sales representatives resulting in approximately 5,000+ inbound calls monthly.

• Implemented workflow process improvements to meet KPI’s such as: IVR prompts improving overall caller experience and reduction of out-of-scope calls by 46%, decreasing call time to 3.5 minutes, and increasing first call resolutions to 92%.

• Managed 25+ unsolicited sales campaigns and programs throughout lifecycle and supported Tier 2 RFI escalations within a 48-hour resolution cycle time.

• Provided metrics and trend reports to Corporate Franchise Teams, Medical, Legal and Corporate Communications stakeholders and leadership.

• Processed ~75K Rx Samples and 120K Promotional Literature orders annually through SAP Platform. Administrated SharePoint Team site, Delegated Tier 2 order inquiries, Managed dedicated department email account, Trained and call monitored staff, created Archive maintenance SOP’s, coordinated National Convention and Product Manager orders with third party logistics shipper.

• Designated SAP “Super-User” during testing of IT system requirements, creating training modules, Job Aids, and ensured Knowledge Transfer Certification prior to Go Live.

Contact this candidate