1. Dana V. Brown daybrown2@att.net
29 Janes Lane Ext • Clinton, CT 06413 • Home # 860.664.4010
Linkedin: https://www.linkedin.com/in/dana-brown-51b774112
SUMMARY
Seeking a project management or similar position, which would utilize my expertise managing clients through excellent
customer service, expansive healthcare product experience and keen analytical prowess. I am highly motivated, able to
quickly assess and correct problems to ensure productivity effectively in a team environment.
PROFESSIONAL EXPERIENCE
BUSINESS CONSULTANT, CLIENT EXPERIENCE TEAM 2015-2016
Clarity Software Solutions, Madison, CT
• Subject matter expert of Clarity web-based application whose primary responsibility was assisting account managers
and their teams through hands-on support and research to ensure timely and effective problem resolution and
seamless client experience.
• Primary technical resource responsible for modifying client business rules and specifications resulting in high first
contact resolution.
• Developed all training materials for department of 18 and maintained documentation to coincide with each web-
based enhancement.
• Managed monthly department meetings to ensure compliance with company practices (direction) and department’s
adherence to processes and procedures in regards to HiTrust certification, safety, security, and HIPAA compliance.
• A member of Clarity’s HIPPA compliance committee to ensure company compliance.
• Tracked and documented procedures (for permanent records and for use in training) through the company’s project
management software (CloudForge).
• Gathered quarterly client feedback to enhance service delivery, application performance and customer application
usage with the perspective of improving total client experience.
CLIENT EXPERIENCE MANAGER 2013-2015
Clarity Software Solutions, Madison, CT
• Managed a team of Account Mangers and their high profile healthcare accounts to ensure client’s service level
agreements were met, application enhancement requests were completed effectively and in a timely manner and
clients reported a positive customer experience to ensure 100% retention rate.
• Identified risks and resolved programming issues with developers and clients to provide quick and successful
resolution.
• Recommended appropriate training and scheduling as system enhancements were deployed.
• Conducted web-based training sessions with clients when system enhancements were deployed to ensure end users
were knowledgeable of the changes.
• Reviewed and updated client specifications as changes were determined.
CLIENT SUPPORT SUPERVISOR 2009-2012
Alegeus/FIS – Fidelity National Information Services, Inc., Clinton, CT
• Managed team of Account Managers to ensure customer service level agreements were met by evaluating team
workload, client inquiries, status updates and escalations while ensuring all standard operating procedures were
followed.
• Communicated with client’s monthly/weekly to ensure all changes and issues were resolved and on target with client
expectations.
• Converted clients to a new processing system, which required analyzing client’s current data, specifications and
operation procedures, and providing weekly updates to the client for review of new processes.
• Created and provided training documentation to clients on new process and procedures as well as organizing
session’s onsite or via web based application.
• Main escalation contact for Account Management team and clients, available off hours by company provided cell
phone.

2. Dana V. Brown daybrown2@att.net
29 Janes Lane Ext • Clinton, CT 06413 • Home # 860.664.4010
Linkedin: https://www.linkedin.com/in/dana-brown-51b774112
IMPLEMENTATION COORDINATOR 2006-2009
Metavante, Madison, CT (Acquired by FIS)
• Led new client implementations and modifications to existing Health Care client applications using account specific
change management guidelines to ensure proper change management and new code deployment.
• Facilitated requirements gathering and reviewed with developers to ensure the requested changes were delivered on
schedule.
• Built credibility, established a rapport, and maintained communication with clients through completion of the
project.
• Trained Account Managers on new client implementations.
• Managed to client-specific service level agreements for production support and problem resolution for client
applications.
ACCOUNT MANAGER/CUSTOMER SERVICE REP 2002-2006
Printing for Systems, Madison, CT (Acquired by Metavante)
• Managed and retained multimillion-dollar high profile clients as well as maintaining a high satisfaction rating.
• Communicated client requests for changes or additions and submitting to development staff.
• Proactively monitored key reporting and information on behalf of the client.
• Ensured production standards and client service levels were maintained.
• Trained new and existing staff on client operating procedures.
• Set up and managed monthly invoicing according to client’s contractual agreements.
• Documented new and changing processes and procedures.
EDUCATION
Middlesex Community College, Middletown, CT– 1994-1994
Middlesex Community College, Middletown, CT– 1990-1991
Guilford High School, Guilford, CT – 1986-1990 – Graduate