Sam Masters

Experience

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  MEMC Electronic Materials

  Jul 1999 - Apr 2001

  MOD-Lapping Specialist

  I was responsible for operating highly advanced proprietary industrial machinery for silicon wafer manufacturing process. I also acted as building-wide quality evaluator. This role allowed me to observe my colleagues in the course of their daily duties, and offer strategic recommendations for improving the overall quality of their product(s) and performance.This was also my introduction to the world of ISO standards. When I first started with MEMC, the company had recently achieved ISO 9000 certification. Accordingly, much of my initial training was heavily entwined with this achievement. Show less

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  Western Union

  Jan 2001 - Jan 2008

  Manager - Offline Operations

  Managed offline operations team consisting of ~30 employees responsible for a broad range of specialized support duties in a large call center setting. (e.g. Nonpayment claims, Correspondence, Credit/Debit Trace, Agent Training, Proof of Payment, etc.)Oversaw creation and management of a tactical investigative team committed to finding creative solutions to unprecedented executive complaints. Created response playbooks and reduced claim processing times by >80%Advisor to executive leadership—Sr. Business Analyst responsible for shaping company-wide policies and procedures for corporate escalation life-cycle. Created superior executive escalation process Show less

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  Mastercard

  Mar 2008 - Dec 2017

  Customer Integration Director

   Director of Customer Operations for MasterCard Payment Transaction Services Contact center leader for technical/business analysts overseeing incident management lifecycle, client engagement, and vendor relationships Oversaw enterprise wide ITIL process for major outages, high severity incidents, and RCA Key Account Manager for multiple top-tier accounts with >120 million cards in circulation  Certified Scrum Master—Lead project manager for transformation of operations lifecycle from Waterfall to Agile framework Training and development coach. Owner of new hire training, career mentoring, performance metrics and improvements Show less

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  Interface Security Systems

  Jun 2018 - Sept 2018

  Manager of Innovation & Optimization

  Manager over strategic team responsible for short/long-term projects outside the scope of business-as-usual efforts. • JIRA Product Owner—responsible for building and implementing end-to-end JIRA project workflows, and quality/performance reporting. • Leveraged existing products, resources, and data analytics to develop stable, long-term enterprise-wide solutions for persistent obstacles to all business units• Developed strong and collaborative relationships with all internal stakeholders to drive enterprise-level process improvement Show less

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  Lumeris

  Oct 2018 - Mar 2023

  Senior System Administrator

   Key Business owner over Medicare Advantage Sales stream (Product Development, Software Delivery, and Business Analysis) Product Owner for Sales Technology—Facilitated Scrum Ceremonies, Agile Story Creation (JIRA), Managed Product Backlog, Refined Product Roadmap, , Requirements Gathering, Scope Management, Solutions Synthesis, Implementation, QA testing Coordination, & Incident Management (ServiceNow) Vendor relationship owner for Sales stream—Budgets, SLAs, & Roadmaps Instrumental in achieving multiple 5-Star CMS Medicare Advantage plans  Sales Operations Original Content Creation—Created library with 100s of Business/Technology process overviews, informational articles, procedures, and training videos (videography, 2D/3D animation, audio/video editing, etc.) Key member of Lumeris Culture Committee—Principal planner of multiple culture related events (e.g., Company Parties, Charities, Promotions, Fundraisers, and Recreational Activities) Key coordinator for successful enterprise wide CRM migration to Salesforce Show less

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  The Cigna Group

  Apr 2023 - Mar 2025

  Agile Product Owner - Senior Advisor

   Primary Technology Product owner over Medicare Advantage Fulfillment solution—including strategic and operations management Principal owner over prioritizing backlog, backlog refinement, creating and accepting user stories, and managing day-to-day development resources Principal business relationship owner over four upstream business verticals: Claims, Provider, Enrollment, and Finance Key vendor management relationship owner—Oversight of SLAs, BRDs, testing, operational performance, and budgeting Show less

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  Health Care Service Corporation

  Mar 2025 - now

  Sr Delivery Consultant