Resume for Karen M. for Executive Manager in Greensboro, North Carolina
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|KAREN L. M. |Greensboro, NC |
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Market & Product Development / Client Relationship Management / Process Improvement
Innovative, decisive thought leader who solves complex business strategy challenges with clearly defined initiatives
that drive revenue growth, market share increase, cost reduction, quality and productivity improvement. Proven track
record of product and process design and implementation utilizing customer insight and strategic market planning
across highly competitive financial and technical business environments. Outstanding performance in new process
development, market analytics, change management, issue resolution and client relationship management. Six Sigma
Green Belt and MBA graduate.
Areas of Excellence:
Product / Process Development & Launch Client & Vendor Relationship Management Market &
Process Improvement & Change Management Project & Program Management CrossFunctional Team
Strategic BB Marketing & Business Development Management Consulting Client Remediation & Retention
EXPERIENCE & ACHIEVEMENTS
NEWBOLD ADVISORS, LLC, Clearwater, FL Jan to Oct
Pioneered position with Management Director. Duties: Product Management, Marketing and Business Development
. Product Development & Management: Developed the infrastructure for product management by customizing
portalbased software Salesforce to enable efficient tracking and use of resources, speedtomarket and client
< Proficient in User and Administrator levels in Salesforce – conducting training, performing configuration
and customizations of software to customize business processes to organization as well as developing
. BB Marketing & Business Development: Created product & service materials and developed presentations for
clients and prospects that illustrated market differentiation and highlighted organizations’ expertise and
< Created standard templates for business and marketing plans, request for proposal RFP response and
proposals – used all templates in market planning and business development efforts. Redesigned letterhead
and business cards.
. Process Improvement: Streamlined product management, marketing and business development initiatives
through rigorous development and application of measurable processes facilitating efficiencies, brand
awareness and increasing revenue.
AIG UNITED GUARANTY, Greensboro, NC Aug to Nov
Director, International Market Intelligence
Pioneered position with VP of Product & Marketing. Duties: Led global market, competitive, and client intelligence
initiatives, provided indepth research and analysis for new products and markets to deliver positioning and value
proposition recommendations. Produced thought leadership articles and presentations to increase market penetration.
. Market & Competitive Intelligence: Created, implemented and executed a comprehensive competitive
intelligence process with global market analysis – with quarterly report to executive management.
. BB Marketing & Business Development: Developed external product presentations for clients / prospects,
rating agencies, regulators and investors to illustrate market differentiation and highlight organizations’ financial
strength, expertise and capabilities.
. Process Improvement & Market Intelligence: Created prospect / client intelligence process to research and
analyze public documents and regional inhouse resource intelligence to streamline market analysis and
. BB Marketing: Positioned company as industryexpert by authoring articles on timely industry topics for
clients / prospects.
. Product Development & Launch: Enabled expedited market & product initiative implementations by
collaborating with business units and corporate office to communicate regional international market needs.
UNITED HEALTHCARE, Greensboro, NC Mar to Aug
Client Operations Manager
Duties: Led member team in managing customer service and medical claim processing for Fortune
strategic clients representing , employees and $. billion in product spend. Developed marketing plans
and presentations on new products and initiatives and presented them to existing and prospective customers. Account
management lead for project initiatives that increased ease of use and awareness of products for clients.
. Customer Retention: Raised customer retention rates from % to % by leading projects to identify and
address product and process deficiencies through internal root cause analysis and external customer input.
UNITED HEALTHCARE, Client Operations Manager, Continued Mar to Aug
. Product Development & Launch: For development and launch of redesigned explanation of benefits EOB
and revamp of client and member myUHC websites, worked with clients in focus groups to ensure their needs
and concerns were met prior to launch.
. Process Improvement: Conducted Voice of the Customer VOC projects to analyze current environment,
develop awareness and foster buyin of internal departments and clients to adopt new products and process
. CrossFunctional Team Leadership: Increased workload capacity by %, slashed training time by % and
boosted client satisfaction by restructuring staff into teams with team leads which streamlined training, decreased
rampup time, increased skill sets and enhanced knowledge transfer and morale for improved succession
. Client Relationship Management: Key account relationship manager assigned to remediate atrisk clients of
highest escalation. As one of initial actions, rescued Time Warner account, who had demanded expeditious
resolution of their concerns. Using Six Sigma Green Belt techniques, identified causes of their concerns,
organized internal work groups to address them and implemented remediation plans to resolve them. Results:
Retained a multimilliondollar client and client added services increasing revenue.
. Earned People Making A Difference Award for effective client issue resolution, project management
outcomes and customer satisfaction.
BCE EMERGIS TECHNOLOGIES formerly InvoiceLink.com, Greensboro, NC Feb to Feb
Senior Business Consultant
Member of initial team wearing “many hats” all of them newly created roles. Duties: Provided expertise in
development, complex integration, and successful installation of software solutions for Fortune clients. Scope of
accountability included strategic consulting, product development and design review, market research development
and planning, ROI analysis, client change management, and creating client product specifications.
. BB Marketing & Business Development: Developed marketing plans that boosted new product awareness
with channel partners and niche markets accelerating sales of einvoicing and epremiums portal products.
. Product Development & Launch: Persuaded management to institute product liaison role that eliminated
communication barriers and boosted feedback to all levels; enabling product functionality to be introduced earlier
on in the product development lifecycle.
. Market Intelligence & Product Development: Conducted market research with clients, prospects and internal
departments to collect product feedback and enhancement suggestions enabling successful product launches and
new market identification.
. Client Relationship Management: Lead consultant in launch of reseller program with JPMorgan Chase in
implementation of BCE’s software applications throughout their business divisions and involved from sales
process to implementation and integration of the software with JPMC’s clients.
. Client Relationship Management: Goto person for key account relationships throughout entire sales cycle,
from sales process to implementation – meeting high expectations and participating in all highpriority projects.
. Employee of the Year, , for superior job performance, project management and client satisfaction.
GTE WIRELESS, Greensboro, NC, Business Sales Consultant – Wireless Services
SYSTEM CONCEPTS, INC., High Point, NC, RF Automation & Media Consultant – Bar Code Systems
UNITED STATES AIR FORCE, Minot, ND, Personnel Specialist
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