Karen Franks

Experience

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  John Hancock Insurance Company

  Sept 1985 - Jun 1997

  Various: Training Manager, Technical & Quality Control Specialist/Internal Audit

  Training Manager: Developed and administered training programs and schedules, obtained resources, conducted training and evaluated effectiveness and results. Conducted needs assessments to utilize the most efficient ways of meeting those needs. Trained internal customers on all Microsoft Office Applications (Windows, Word, Excel, Access, Power Point). Technical Specialist: Reviewed work for contractual discrepancies and correct claims processing.Quality Control Specialist-Internal Auditor: Audited claims for consistency, accuracy, and professional handling. Generated Statistical reports for internal and external clients.Medical & Disability Claims Analyst, Auditor and Supervisor: Supervised units for the processing of medical, right of reimbursement and disability claims. Oversaw Customer Service and Mailroom activities. Handled customer, policyholder, third party liability, legal, worker's compensation, Social Security and medical correspondence. Show less

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  Ceridian

  Jul 1998 - Oct 2000

  Information Systems QA and Training

  As an Information systems Quality Assurance Analyst and Software Trainer, I identified and evaluated training needs and resources for internal and external customers. Provided training on an integrated Human Resources and Payroll application and Crystal Reports Writer. Developed and obtained resources for systems and application quality Assurance Y2K compliance testing and training. Exposed to diversified system configuration and platforms. Tested user interface screens, files, printed reports and systems results stored in database records, data files, reports and data interfaces. Worked with product upgrades, policies and procedures. Instrumental in communications with external clients to improve customer satisfaction and with internal customers to improve product knowledge. Show less

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  ING

  Oct 2000 - Apr 2014

  Oversee all new product and project components:-Manage the definition and control of the project scope utilizing the project change management process to control changes to scope and requirements with resulting impacts-Assure team members are fully aware of roles and responsibilities -Lead CBA development and facilitate approval through project prioritization according to process guidelines -Work closely with key stakeholders to ensure common understanding of project plans, scope, deliverables, and dates and has complete ownership of end deliverables-Manage resource needs and project deliverables to ensure high quality standards and adherence to the project schedule-Resolve issues and problems and present clear outcomes and solutions with effective communication-Manage Work Flow and Process Improvement efforts as intergral components of project management Show less

  • Senior Project Manager

    Mar 2002 - Apr 2014

  • Project Lead/Business Systems Analyst

    Oct 2000 - Mar 2002
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  Voya Financial

  Apr 2014 - now

  Senior Project Manager

  -Incorporate Continuous Improvement principles and methods to effectively lead project teams in delivering strong business results on large, complex projects and programs.

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  Retired

  Feb 2018 - now

  Senior Project Manager