Project Manager Customer Service

BYRON V. JOYNER

**********@*********.***

**** ****** ***** ****: 502-***-****

Louisville, KY 40291 Cell: 502-***-****

SUMMARY

Project Manager with demonstrated success in the healthcare industry. Lead project teams at all levels of an organization through excellent communication skills and effective motivation. Collaborated with other departments to implement innovative consumer programs.

Expertise includes:

• Planning and organization • Problem solving

• Research and analysis • Implementation

PROFESSIONAL EXPERIENCE

HUMANA, Inc., Louisville, KY 2007 – 2010

Humana is a Fortune 100 healthcare benefits company.

Project Analyst

Managed a variety of projects designed to engage consumers in innovative ways to improve their health and well-being.

• Led implementation of a pilot bike-sharing program for Humana employees–served as test for a joint venture. Over 3,300 Louisville Humana associates have signed up for the bike program. Cities of Denver, CO and Washington D.C. have installed the bike systems in their city

• Successfully managed a cross functional team to meet project objectives to install new bike system and operationalize the program.

• Managed over 30 schools in Humana’s American Horsepower Challenge; led collaborative efforts with Humana Foundation, Government Relations, Corporate Communications, and school systems for a nationwide on-line pedometer based competition between schools. The event has garnered 111 media impressions to date

• Pioneered, marketed, and executed a social media strategy for a Fortune 100 company through collaboration with other Humana departments and utilizing social media communities such as Facebook, Twitter, and SharePoint.

• Helped create products, services, and experiences which support consumer health by understanding consumers, building relationships, and engaging and retaining consumers (American Horsepower Challenge, Freewheelin, and CrumpleItUp).

• Researched new concepts, trends, and emerging technologies (bike sharing, on-line communities, virtual worlds, serious gaming, casual gaming) and created PowerPoint presentations for Directors.

Systems Analyst 2005 – 2007

Facilitated set up of Humana customers on various IT systems.

• Teamed with Billing and Enrollment area to analyze/resolve discrepancies between customer and Humana billing files.

• Developed and implemented various special projects to ensure a smooth and efficient transition to new system by building Microsoft Access queries, forms, and reports for all levels of the work hierarchy.

PAGE TWO BYRON JOYNER

PROFESSIONAL EXPERIENCE – continued

Customer Service Representative 2003 – 2005

Educated members and providers on Humana’s insurance related health care issues (Medicare, Medicaid, Commercial, Abbott, Autos).

• Developed a broad knowledge of Humana’s products and operations to effectively coordinate work among other functional areas.

LAZARUS DEPARTMENT STORE, Louisville, KY 2002

Major department store now known as Macys. Sold merchandise ranging from cosmetics to clothing to housewares.

Department Manager

• Managed all functions related to the department: merchandising, training, hiring and recruiting, scheduling. Managed inventory and conducted routine safety checkups to maintain store security.

• Led a group of 10 sales associates on greeting customers and going the extra mile, promoting merchandising and the Lazarus charge card, keeping the department looking neat.

AFLAC, Louisville, KY 1999 – 2001

Largest provider of supplemental insurance in the United States.

Sales Representative

• Established a book of business in the Louisville, KY area by selling AFLAC’s products and services to employers.

EDUCATION

BA, Marketing, University of Notre Dame, South Bend, IN (1999)

Dean’s List: Fall 1998 and Spring 1999

Walked on for 3 years in football for the University of Notre Dame, earned a Varsity Letter

St. Xavier High School, Louisville, KY (1995)

COMPUTER SKILLS

Proficient in all aspects of Microsoft Office.

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