ALICIA HARDIN
Champlin,MN
Summary
Results-driven professional with a diverse background in related field. Proven track record of successfully overseeing and delivering complex projects, driving client satisfaction, and providing strategic HR solutions. Strong leadership and interpersonal skills, adept at collaborating with cross-functional teams to achieve organizational goals. Exceptional problem-solving abilities, adept at identifying opportunities for process improvement and implementing effective solutions. A dedicated and adaptable professional committed to delivering exceptional results in fast-paced and dynamic environments.
Overview
11
11
years of professional experience
Work History
Sr. Implementation Project Manager
Paycor
07.2023 - Current
- Lead the conversion of clients by working effectively with a wide range of internal and external stakeholders.
- Owner of project milestones and delivering client satisfaction to positively influence lasting client retention.
- Scheduled and lead regular project meetings.
- Established a strong working relationship with each client based on clear expectation-setting and mutual trust building.
- Ensure clients’ requirements and business objectives are defined clearly that they are well understood by the entire project team.
- Monitor implementation progress.
- Maintain an in depth understanding of all projects including tasks, issues, owners, and risks.
- Distribute progress reports as needed. Communicate regularly with all relevant stakeholders. Raise concerns quickly to stakeholders and escalate when necessary.
- Partner with Sales during both the Prospecting and Implementation processes. Assist with RFPs and provide technical expertise to support sales efforts when needed. Meet regularly with Sales associates to understand details from the Sales process and gather context for clients. Provide timely follow up and communication with Sales regarding status of accounts.
- Serve as a thought leader for continuous improvement of the Implementation process. Identify enhancements that will continue to foster the delivery of an “amazing client experience” and drive client satisfaction and retention. Provide recommendations for advancing project management processes and/or methodologies.
- Prepare post implementation reports to transition clients to ongoing Support. Assist Client Success Managers with proactive and reactive client visits and or calls.
Platform Migration Manager
Empyrean Benefits Solutions
10.2019 - 07.2023
- Responsible for the overall management and tracking of aligned migrations.
- Project Manage and resource allocate for aligned clients. Ensure resources complete assigned tasks in a quality manner.
- Identify process inefficiencies and proactively contribute to resolving them, optimizing project plans for increased efficiency. Provide support to resources in revising the PI project plan template and Confluence documentation, ensuring accuracy and alignment with project objectives.
- Provide Training/Coaching Assistance for the following roles: CSM, Project Manager, Carrier Lead, IVR Tester, & Web Configuration/Testing.
- Manage requirement documents for each client to ensure each are completed.
- Work directly with existing BAGs, Migration Team, and client team resources to complete initial BRD transfer.
- Manage the project plan and the Migration/Client Team resource alignments for configuration and testing.
- Assist in the facilitation of internal Tollgates, Debriefs, and internal development meetings.
- Assist with the project management of all the carrier export files during implementation from carrier outreach through sign-off for production.
- Created customer profiles as well as responsible for the setup and mapping the customers at new workstation with permissions on the network.
Client Service Manager
Empyrean Benefits Solutions
06.2017 - 10.2019
- Effectively manage client satisfaction through robust tracking mechanisms, maintaining reference status and cultivating strong client relationships. Consistently meet Service Level Agreements (SLAs) and ensure adherence to statement of work (SOW), delivering exceptional service and value to clients.
- Project Manage and resource allocate for aligned clients. Ensure resources complete assigned tasks in a quality manner.
- Grow and develop team members in coordination with People Manager(s).
- Take ownership of new client implementation activities and collaborate closely with the Implementation Manager to ensure a seamless and successful transition to ongoing administration. Apply meticulous attention to detail and effective project management skills to facilitate a smooth onboarding process for clients, ensuring their needs and expectations are met with excellence.
- Demonstrate accountability for client profitability by meeting and/or exceeding set targets as a result of continuous improvement mindset across aligned clients and scope of work. This includes but is not limited to out-of-scope management; resource allocation management; timely client invoicing; automation; process improvement; call trending; quality assurance; and support of co-worker growth.
- Drive accountability for team performance and owns project dashboard, including change management tickets, processing tasks, case management, call trending, and data checks.
- Deliver accurate client invoices, on time, meeting internal expectations on invoice processes.
- Ensure that compliance regulations are met across aligned clients, including SOC1.
- Follow and enforce Empyrean’s data security policies.
- Train team members, including the Service Center, on client-specific knowledge and goals.
- Manage client-specific vendor relationships.
- Demonstrate in-depth knowledge and understanding of current and new system functionality; can effectively convey to and consult with clients regarding changes and decisions that may impact them; escalates gaps in functionality, as appropriate.
- Developed and delivered relevant and engaging communications to internal employees and members.
- Improved the quality and frequency of employee communications across the organizations.
Implementation Lead
Willis Towers Watson
03.2014 - 05.2017
- Lead the gathering and documenting of requirements for ongoing administration processes, demonstrating strong analytical and documentation skills. Engage in hands-on work on specific system components while providing guidance and oversight to other members of the BOC team in executing their assigned tasks. Foster collaboration and ensure seamless coordination to achieve efficient and effective process implementation.
- Ensured all documentation starts from best practices and adheres to standards; communicate back to base team suggestions for changes or enhancements to standard documentation.
- Collaborated closely with the Internal Audit (IA) team to ensure a clear understanding of project requirements and adherence to established standards. Engage in discussions within the ITL (Information Technology Leadership) and IA communities to address non-standard deliverables, seeking the most suitable solutions. Once a solution is determined, provide it to the Information Library (IL) for thorough documentation.
- Provided guidance to ongoing BSAs and other team members on best/standard practices. Peer review documentation.
- Acted as a liaison to the BOC Interface Management Team (IMT) associates. This includes guidance/assistance to team members to help with test files, error report reconciliation and file transfer protocols.
- Lead BOC internal team meetings. Attend internal client team meetings as necessary.
- Provided guidance/assistance to team members to ensure tasks/cases are resolved by assigned due date. Escalate concerns to PM.
- Identified team member training needs and elevate to Training Team/appropriate Geo Lead or provide just-in-time coaching and training to new hires/employees on platform when needed.
- Assisted PMs in holding BSA’s on the project team to the established budget; any anticipated overruns must be communicated/escalated to the Project Manager.
- Understand SOW and participate in Begin involvement at UAT. Attend internal status meetings and supporting testing activities.
- Provided valuable assistance in preparing the team for Client Web Admin Training, ensuring readiness and effective knowledge transfer. Take the lead in conducting client training sessions on specific topics, utilizing presentation skills, webcasts, or meetings to deliver comprehensive and engaging training experiences.
- Assisted with system testing – Web ESS, Web Admin, interfaces, and system generated reports and forms.
- Distributed work to appropriate resource within the BOC based on protocols, location, and billing rates.
- Provided weekly dashboard reports to the BOC Geography Leads and BOC NTL.
- Managed and maintained the Implementation Checklist until complete.
- Facilitated the completion of BOC-related tasks on the Implementation to Ongoing checklist.
- Managed and maintain the project status report.
- Coordinated administration resources, training, process changes, project setup for each project.
- Identified and communicate trends/new work to Call Center and administration team during settle in period. Recommend Knowledge Base updates, monitor daily case volumes.
- Available as a resource to consult on significant change orders or client requests.
- Attended internal project meetings to assure project continuity into ongoing.
- Provided support during 1st cross year period to ensure dual year processes are documented.
Education
Bachelor of Science - Business Management
Cardinal Stritc University
Eden Prairie, MN01.2015
Associate of Arts - Business Management
University of Phoenix
Minneapolis, MN10.2010
High School Diploma -
John F. Kennedy Senior High School
Bloomington, MN06-2002
Skills
- Exceptional Customer Service
- Customer Relationship Management
- Team Leadership
- Project Management
- Operations Management
- Resource Allocation & Planning
- Automation & Optimization
- Microsoft Word
- Excel
- Access
- Power Point
- Health Plan Management
- Client Management
- Adaptability
- Data Privacy
- Decision Making
- Customer Service
- Positivity
- Empathy
- Process Improvement
- Problem solving
- Issue resolution
- Business processes
- Software implementation
- Project management
- Project implementation
- Requirements gathering
- Project planning
- Progress communication
- Data migration
- Cross-functional team leadership
- Project tracking
- Conflict resolution
- Assigning work
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Project team coordination
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Testing and troubleshooting
- Relationship building
- Team building
- Task prioritization
- Work Planning and Prioritization
- Self-motivation
- Coaching and mentoring
- Interpersonal skills
- Client relations
- Analytical thinking
- Professionalism
- Deliverable tracking
- Task delegation
- Workflow management
- Professional demeanor
- Written communication
- Status reporting
- Data management
- Process improvement
- Documentation management
- Scope development
Strengthsandcapabilities
- Expertise in overseeing and managing complex projects, ensuring timely delivery, budget adherence, and stakeholder satisfaction.
- Proven ability to build and maintain strong client relationships, serving as a trusted advisor and providing exceptional customer service.
- Ability to change gears on short notice and adapt to the new reality quickly and seamlessly.
- Ability to work effectively within a highly ambiguous, fast-paced environment.
- Analytical and solution-oriented mindset, adept at identifying challenges, developing innovative solutions, and implementing effective strategies.
Timeline
Sr. Implementation Project Manager
Paycor
07.2023 - Current
Platform Migration Manager
Empyrean Benefits Solutions
10.2019 - 07.2023
Client Service Manager
Empyrean Benefits Solutions
06.2017 - 10.2019
Implementation Lead
Willis Towers Watson
03.2014 - 05.2017
Bachelor of Science - Business Management
Cardinal Stritc University
Associate of Arts - Business Management
University of Phoenix
High School Diploma -
John F. Kennedy Senior High School
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