Krystle Carter
SUMMERVILLE,GA
Summary
Highly motivated and results driven Project Manager and leadership professional with a proven track record at Willis Towers Watson, with over 15 years of experience in managing complex projects within the healthcare sector. Skilled in overseeing project lifecycles from concept to completion, aligning project objectives with organizational goals and leading cross-functional teams to drive performance. Meticulous, analytical, and methodical in addressing challenges and ensuring compliance while optimizing resources. Excellent multitasking, prioritization, and decision-making skills, with a strong ability to foster collaboration and maintain productivity in high stress environments.
Overview
15
15
years of professional experience
Work History
Director, Client Implementations
Willis Towers Watson
04.2024 - Current
- Directly responsible for Implementation Team comprised of Implementation Client Service Managers, Client Implementation Project Managers and Data Implementation Managers.
- Direct responsibility over the success of each implementation.
- Collaborated with stakeholders to define project scope, objectives, and deliverables for successful outcomes.
- Implemented customized solutions based on client needs, addressing unique challenges effectively.
- Ensured quality control throughout projects, adhering to established standards and guidelines for optimal results.
- Managed cross-functional teams for efficient resource allocation and project execution.
- Mentored team members in best practices for implementation management, increasing their knowledge and skillset.
- Streamlined implementation processes by developing and executing comprehensive project plans.
- Conducted thorough risk assessments to minimize potential obstacles during implementations.
Associate Director, Client Implementations
Willis Towers Watson
04.2020 - 04.2024
- Led Client Implementation Project Manager team, supervising daily performance as well as training and improvement plans.
- Successfully implemented the most complex and high-profile clients.
- Project-managed new client implementations, including gathering requirements, creating and managing a project plan, and coordinating in-house resources to deliver on that plan.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Senior Associate, Client Implementations
Willis Towers Watson
12.2015 - 04.2020
- Project Manager for new and legacy client implementations which included developing a project plan, advising on and gathering plan requirements, and ensuring project milestones were met.
- Consulted with clients advising on best practices for plan design.
- Coordinated with internal teams to ensure client set-up and configuration was accurate and complete.
- Worked with client/data vendor and internal data team to ensure clean participant data received on time prior to the go-live date.
- Took lead in developing and conducting HRA conversion trainings for all of Client Services.
- Change Management was absorbed by the Client Implementation Manager team and as a result, also responsible for implementing ongoing client change requests for our legacy book of business.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Proofread and edited documents for accuracy and grammar.
Licensed Benefit Specialist
Willis Towers Watson
08.2009 - 12.2015
- Licensed and appointed to enroll Medicare recipients into Medigap, Medicare Advantage and Prescription Drug Plan policies in 40 states.
- Worked with retirees on a daily basis, assisting them in transitioning from their group health coverage into an individual plan, advising on plans and services that would meet their needs.
- Provided education around retirees' employer sponsored Health Reimbursement Arrangement (HRA).
- As a result of my critical thinking skills and knowledge base, was part of a specialist role that resolved complex situations that would arise with customers, handle VIP's and assist in new client acquisition.
- Was chosen to supervise and lead the development of our Licensed Benefit Specialist Manual which was the main tool used to provide guided instruction to our department.
- Due to continued exemplary performance, I continually was tasked with leading various special projects such as building out the training for current and oncoming Licensed Benefit Specialists.
- Frequently represented the role of a Benefit Advisor in client finalist meetings by providing demonstrations of internal systems, taking part in mock calls or fielding questions they had about what their retirees would encounter in their enrollment experience with us.
Skills
- Project management
- People management
- Relationship building
- Strategic planning
- Verbal and written communication
- Project coordination
- Employee development
- Goal setting
- Change management
- Issues resolution
- Hiring and retention
Timeline
Director, Client Implementations
Willis Towers Watson
04.2024 - Current
Associate Director, Client Implementations
Willis Towers Watson
04.2020 - 04.2024
Senior Associate, Client Implementations
Willis Towers Watson
12.2015 - 04.2020
Licensed Benefit Specialist
Willis Towers Watson
08.2009 - 12.2015
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