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Sharon
US-Massachusetts-Boston
Senior Manager
Senior account manager with experience in service organizations
Primary client management responsibility for all operational functions
Lead Customer Service and Operations teams in client interface,
Manage Customer Service/Operations-related issues and initiatives.
Senior Manager
November 2003 to February, 2006
First Marblehead Education Resources, subsidiary of First Marblehead Corporation, Boston, MA
Created and managed servicer relations department providing front-end and back-end best practice operations support and account service for industry leader in private education loans, serving more than 750 educational institutions nationwide. Strategize with clients such as Chase Bank, Bank of America and Citizens Bank on corporate projects; efficiently managing origination and securitization service issues. Managed all loan servicers such as American Education Services, Affiliated Computer Services and SallieMae; delivered in-depth product and operational support. Championed business development initiatives and drove process improvements to lower costs and improve efficiencies in finance (ACH funding), data management (electronic and paper loan data), collections, and lifecycle management of student loans. Optimized relationships amidst dynamic growth by creating proscriptive rules of engagement that drove revenue impact. Aligned guarantor, client and servicers to exceed expectations as part of strategic corporate planning. Demonstrated account focus through segmentation processes. Developed business plans, and as agent for the guarantor, updated agreements and managed service level agreements. Managed product implementation and servicer conversion corporate projects that increased annual business revenue.
Investor/operator
August 2002 to November 2003
Auberge Gladstone Plymouth MA
Senior Program Manager
April 2000 to August 2002
Tufts Health Plan Norwell, MA
Managed IT oversight of Preferred Provider Organization (PPO) program on independent platform (supporting operations, claims adjudication, enrollment, underwriting, client services, member services, regulatory reporting, compliance and finance) with 99% production uptime. Drove adoption of product by meeting specific client specifications resulting in unprecedented growth. Migrated PPO product to corporate enterprise wide platform as part of corporate project resulting in significant savings. Day-to-day product management including platform maintenance/upgrades, product enhancements, projects, custom programming, business and technical analysis. Ensured client satisfaction by facilitating involvement of operation and business functional groups in the resolution of issues.
Customer Relations Consultant
September 1999 to April 2000
ExchangeAnything.com Burlington, MA
Developed Customer Relations Management business performance processes and managed customer transactional support teams in the B2B venue. Developed and led six member Client Service team and managed business engineering projects. Provided impact sales analysis on business service model. Designed programs to enhance service and support processes. Worked with program management teams in the development of marketing strategies for future service revenue stream.
Professional Services Consultant
June 1996 to June 1999
PowerCerv Tampa, FL
Program lead post implementation of enterprise solutions. Collaborated with Customer Solutions, Sales and Business development to design a scalable program; applications included Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), Enterprise Content Management (ECM), and Sales Force Automation (SFA). Leveraged customer input to develop optimal solutions; identified additional areas where professional services could be leveraged. Managed product improvement communication, service deliverables and exception reports to client and corporate stakeholders. Managed and monitored service level performance. Designed and delivered training plans.
Vice President Client Relations
June 1991 to June 1996
Recoll Management Corporation, a Fleet Bank subsidiary, Boston, MA
Managed client relationship as part of a $7.9 billion contract between Fleet Bank and the Federal Deposit Insurance Corporation (FDIC) as owner of the Bank of New England assets. Optimized client objectives in the use of level 1, 2 and 3 customer care service support comprised of Customer Service and Operations teams where analytical, strategic, and constructively critical solutions were used to manage complex, highly sensitive issues. Developed client-specific business process improvements, proactive client communication, and initiatives to qualify borrowers to meet institutional banking requirements. Ensured interdepartmental accountability and resolution of issues impacting business objectives. Specifically managed issues relating to loan management. Promoted the implementation of policies and procedures to strengthen internal weaknesses. Collaborated with business development in the marketing and sale of loan portfolios, operations in cash collections; managed reporting to the FDIC, and federal government entities. Promoted due to sustained satisfaction while maintaining a balance between corporate and client interests. Managed General Accounting Office audit and compliance issues.
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