Kathleen M.

Ludorf
_________________________________________________________________________413-569
-0297(H) 413-250-9248(C) kla5e260@westpost.net

OBJECTIVE: To secure a position that affords me the ability to utilize my skills

to help drive issues to resolution, minimize persistency risks, and enhance ove
rall service delivery.
EXPERIENCE:
November 2008 - May 2010 Prudential Financial Service Hartford, Ct
Manager
* Responsible for the development, implementation and delivery of client service
standards to Prudential's Defined Benefit clients. Manages a team of 15 Defined
Benefit Client Consultants who provide day to day administration and operationa
l services to clients with responsibility for the overall satisfaction and reten
tion of client accounts. Responsible for analyzing business processes to design
and implement process and operational improvements. Building, leading and motiva
ting top performing teams. Mobilizing corporate resources across multiple functi
ons. Improving quality and productivity while reducing headcount. Building las
ting and profitable business partnerships.
October 2006 - October 2008 MassMutual Life Insurance Co. Springfield, MA
.
Director
* Managed and developed a team of Account Managers and Business Consultants in t
he Small to Middle Market Arena. Maintaining assets under management of $4.1m, 9
9,000+ participant base, and $26m in revenue. Responsible for analyzing business
processes to design and implement process and operational improvements. Buildin
g, leading and motivating top performing teams. Mobilizing corporate resources a
cross multiple functions. Improving quality and productivity while reducing hea
dcount. Building lasting and profitable business partnerships.
October 2005 - October 2006 Benefits Consultant Group Holyoke, MA.
Plan Manager
* Responsible for all aspects of pension administration, including preparing for
m 5500, non discrimination testing, and the recordkeeping of plan assets. Also
responsible for compliance, plan document reviews, and financial reporting requi
red in 401(k) plan administration.
August 2003 - December 2004 CIGNA HealthCare Bloomfield,CT
Regional Director, Quality/ES Call Center
* Manage and develop 4 Managers and a team of 50 eligibility/structure/Customer
Service Reps, through performance and motivation, developing their business skil
ls and proactive customer service (both internally and externally), ensuring cus
tomer satisfaction. Stabilize Service Operations Quality/Call/WIP Teams by execu
ting against the fundamentals - implement enhanced processes to drive towards co
nsistency - reducing rework. Effectively manage the team to ensure the highest
on-production effort is achieved ensuring all deliverables meet or exceed expect
ations. Drive issues to resolution and look for process improvement opportuniti
es to minimize persistency risks. Drive 2004 Migration activities; successfully
implement new product offerings to enhance delivery of service.
January 2001 - July 2003 CIGNA HealthCare Bloomfield, CT
Regional Director, Middle Market Management, Record Keeping and Accounting
* Managed and developed a team of 5 Service Managers and a departmental team of
approximately 100 Customer Interface Specialist, Eligibility Analyst, Structure
Analysts and Billing Reps, through performance and motivation, developed their b
usiness skills and proactive customer service (both internally and externally),
ensuring customer satisfaction. Supported the 2001/2002 planning process to ac
hieve tighter capacity goals by identifying high volume drivers, support options
during times of staffing needs which resulted in expense reductions and achieve
d higher productivity gains and efficiencies. Managed poor customer survey resu
lts and escalated service issued by emphasizing on three organizational objectiv
es - Building a True Service Culture, Improving MRA Service deliveries, and Stre
ngthening of receivables Management. Executed results through the development of
service logs and driving issues through conclusion. Held monthly meetings with
Sales markets to review and resolve customer issues and improve overall relatio
nship and confident levels.
November 1999 - December 2000 CIGNA HealthCare Bloomfield, CT
Regional Assistant Director, Middle Market Management, Record Keeping and Accoun
ting
* Managed and developed a team of 25-30 Customer Interface Specialist, Eligibili
ty Analyst, Structure Analysts and Billing Reps, through performance and motivat
ion, developed their business skills and proactive customer service (both intern
ally and externally), ensuring customer satisfaction. Developed individual and
team capacity models to determine staffing numbers associated with future depart
mental planning.
CIGNA, 1985 - 2005. Global leading employee benefits company (Retirement & Inve
stment Services)
Regional Director, 2003 - 2005.
* Promoted to manage regional employer services quality and call center for midd
le market and national accounts. Established internal and external proactive cu
stomer service processes, rapidly improving customer satisfaction ratings. Stab
ilized service operations, call center and WIP teams. Implemented process improv
ements. Increased efficiency in issue resolution and minimized persistency risk
s.
Regional Director, 2001 - 2003.
* Promoted to manage five managers and staff of 100 including customer interface
specialists, eligibility analysts, structure analysts and billing representativ
es in healthcare insurance operations. Led achievement of capacity goals by ide
ntifying high volume drivers and support options while reducing headcount. Buil
t true service culture, improved service deliveries and receivables management.
Assistant Director, 1999 - 2000.
* Promoted to manage team of 30 customer interface specialists, eligibility anal
ysts, structure analysts and billing representatives. Determined individual and
team capacity models.
Assistant Director, 1998.
* Promoted to manage team of plan consultants through performance and motivation
and development of business skills and customer services best practices. Train
ed and mentored staff.
Strategic Interaction Skills Manager, Human Resources, Process Owner, 1996 -1997
* Observed and monitored coaches' feedback to the Account Representatives to ens
ure quality and productivity standards and expectations were met. Identified an
d determined call quality trends so that feedback provided measurable service im
provements. Provided continual progress reviews identifying coaching strengths,
 weaknesses, and action steps/measurements to determine their success. Provided
instructions to DC Administration coaches on coaching performance, as well as t
he use of the strategies, stressing the importance that coaching needs to occur
on a scheduled basis, expectations were clear, and provided real life examples s
o that the coaches were seen as credible models. Coordinated the University Rel
ations interviews including preparing team members for up coming interviews, cen
tral coordinator for all of CSO, developed the appropriate interview questions,
reviewed resumes identifying key interviewees, took lead role in conducting inte
rviews, identified training initiatives/needs of the candidates. Represented th
e Account Management Services Operation as it related to the new role of Process
Owner. Identified changes and developed new workflows / procedures / policies.
Coordinated appropriate reviews and sent notifications, highlighting updates, an
d implementing key deliverables to the operation.
Earlier Career, 1985 - 1995
* Continuous and rapid advancement at CIGNA as Manager/Training Coordiator, Mana
ger, Supervisor, Defined Contribution Supervisor and Account Administrator.

Dean Junior College, Franklin Massachusetts, Associates Degree, Art Therapy

Westfield State College, Westfield Massachusetts, Bachelor of Science, Elementar
y Education