ROBERT J MARSHALL
Wheaton, Illinois • 630-***-**** • ************@*****.*** • LinkedIn: linkedin.com/in/robmarshall-630/
SUMMARY
Strategic client support trainer and leader with over 25 years in healthcare, insurance, and non-profit organizations. Expertise in building client relationships while implementing solutions that enhance user experience and maintain regulatory compliance. Proven track record of improving customer satisfaction and operational efficiency while optimizing processes and managing stakeholder relationships.
SKILLS
Customer & Client Support Application Training, Customer Service, Organizational Operations, CRM Management, HIPAA Compliance, Data Analysis
Technical & Systems Process and Requirements Analysis, MS Office Suite, MS Teams, JIRA, Visio, UI Design, User Acceptance Testing
Leadership & Communications Client Communications, User Stories, Problem Solving, Team Management, Stakeholder Collaboration, Process Improvement
EXPERIENCE
Signify Healthcare, Dallas, Texas
Client Data Support Specialist, 2023-2024
Generated regular data quality reports for over 130 client companies, ensuring accuracy and HIPAA/CMS compliance while upholding strict confidentiality standards.
Investigated and rectified faulty or obsolete data sources, preventing potential issues and ramifications, enhancing data integrity and minimized client disruptions.
Resolved complex client investigations, ensuring resolution of issues and clear communication.
Caterpillar International, Chicago, Illinois
Service Business Analyst, 2022-2023 (Contract)
Consulted with international service providers, representing over 13,000 independent businesses, to gather and process accurate maintenance data.
Coordinated with industry experts to develop an improved service management system, streamlining operations and enhancing service delivery.
Crafted and refined over 60 Jira stories to translate technical requirements for development teams, enhancing stakeholder communication and ensuring precise project execution.
United Healthcare, Los Angeles, California
Call Center Implementation Manager, 2021-2022 (Contract)
Directed enterprise level implementation and training project to streamline the investigation and documentation processes for the national Quality-of-Care Grievance team.
Created an intuitive interface using UX & UI design principles, reducing investigation documentation time by 300% and improving user satisfaction.
Collaborated with over 500 investigative and medical specialists to augment and streamline workflows.
Advised investigation teams on best practices and planned the UI design to improve system utilization.
Awana International, Streamwood, Illinois
Product Owner, 2018–2020
Groomed over 800 unfinished Agile entries into appropriate epics and stories, enhancing project clarity and team productivity.
Planned and directed development projects to improve website user experiences based on evolving market and organizational needs.
Translated feature requests and improvement ideas into prioritized user stories and project backlogs, effectively addressing the demands of 18 business teams.
Advocate Healthcare, Oak Brook, Illinois
Helpdesk Support/Implementation Specialist, 2009-2018
Supervised implementation of Enterprise Electronic Health Record systems for over 30 medical specialties.
Completed over 200 implementation projects, including UX design and UAT testing, optimized best practices through needs analysis, application design, and onsite implementation support.
Trained over 2,000 medical and support staff. Created extensive user and training documentation for 37 specialties and all levels of medical staff.
Resurrection Healthcare, Des Plaines, Illinois
Applications Analyst/Trainer – Chicago based Healthcare Organization
Sequest Software Technologies, Lisle, Illinois
Application Implementation/Trainer – Electronic Medical Records Vendor
Operation Mobilization, Vienna, Austria
Communications and Public Relations – International Relief Organization
Paul Harvey Productions, Chicago, Illinois
Researcher and Feature Writer – Radio Newscaster and Commentator
EDUCATION
JOHN BROWN UNIVERSITY, Siloam Springs, Arkansas
B.S., Business Communications / Journalism - 1989
ILLINOIS INSTITUTE OF TECHNOLOGY, Chicago, Illinois
Certificate, Database Management - 2000
VOLUNTEER EXPERIENCE
Awana Ministry Leader – 14 years
Organized and led weekly church-based club for over 70 grade school children.
Summer Camp Cook – 5 years
Planned, organized and supervised meal preparation for over 200 campers each week.