Jackie Sutherlin is a quality-driven professional seeking a position that values individuals, clients, and collaboration. She has over 20 years of experience in project management, process documentation, quality assurance testing, and training. Her skills include claims auditing, Salesforce administration, financial analysis, and public speaking. She holds a Bachelor's degree in Economics from the University of Minnesota and volunteers her time mentoring youth.

1. Jackie Sutherlin
sutherlinj@outlook.com
Telephone: 952.239.9507
A self-directed and quality-driven professional with demonstrated effectiveness in large scale project
management, experience in defining quality standards for financial applications, and proven
leadership abilities in mentoring and training. Seeking a company that is concerned with individuals,
clients, and the promotion of quality and collaboration.
Skill Sets
Claims Specialist Auditing
Implementation Specialist Process Creation and Documentation
Liaison (End User to IT and Development) Testing creation, design, and outcome
Project Management Training
Process Design Speaking (presentations and training)
QA Methodologies RFP Process
Call Center Management, Systems Financial Analysis
Systems
Microsoft Office Suite - 365 Spyglass (pricing modeling system)
Microsoft Project Relational Databases (SQL)
Drug Cat/Drug Admin Working knowledge programing
Salesforce (CRM) Anchor (IBM)
Professional Experience
FIS Global (Hired on Contract) 2016 - Present
Business Analyst / Technical Writer Compliance
Assist in the Process and Documentation overhaul of Certegy Divisions
 Translate business practices, and requirements into procedure documents
 Project manage the review and revising of over 200 policy documents across variousdepartments
and countries
 Capture current process and system usage via Skype
 Perform gap analysis and provide recommendations for improvement
 Review procedures for internal and external audit readiness
 Conduct and direct multi-department meetings regarding procedure changes
 Oversee beta testing of new procedures, and implement changes
RedBrick Health 2014 - 2015
Salesforce Integration SME and Business Analyst
Primary data integration contact establishing requirements, mapping overviews, testing cycles
Salesforce Integration SME
 Define all requirements for the needs of the BA department
 Conduct UAT testing
 Work alongside Benefit Architect regarding page designs and access of information for multiple
divisions

2.  Ensure shared information has consistent naming conventions, and paths throughout all
divisions and systems
Conduct inter-departmental Salesforce meetings for the purpose of:
o Determine department needs, processes and interactions with other groups
o Discussing applicable Salesforce options for each department
o Provide tutorials of Salesforce functionality and connectivity for the company as a whole
o Resource for answering questions, taking feedback, solving problems and creating new
views and fields
Business Analyst
 Provide quality assurance tests and resolve all data issues through root cause analysis
 Develop, maintain, monitor, and track datasets from inception through all following updates and
implementations
 Create ETL specifications and develop data mapping solutions for various vendor/client inbound
and outbound files including: incentives, health assessment, health screening, claim files, client
specific activity files, data warehouse files and eligibility files
 Create new documentation format and design improving consistency, readability, and image
presentation
Benesyst (A TASC Company) 2014
Benefit Analyst Operations Specialist (Hired on Contract)
Manage varied processes for multiple lines through production and testing environments.
 Manage billing, payroll and open enrollment file requirements for multiple business lines
 Manage active, retiree and COBRA eligibility file requirements
 Manage CDHC products and premium services requirements
Express Scripts 2000 – 2012
Software Implementation Specialist and Underwriter 2008 – 2012
Software Implementation Specialist, Spyglass
Liaison between Finance and Spyglass developers Direct impact on model due date readiness
Awarded double bonus for role in the model outcome
 Work with developers on all aspects of new modeling system
 Conduct UAT testing Enlist other Underwriters to perform UAT testing Choose test clients,
determine validity of outcomes, made correction requirement determinations
 Research data pathways to ensure correct file dates are run in model
 Train all Underwriting staff; including directors
 Demonstrate how claims analysis benefits model analysis as an inclusive option
 Write reporting requirements
Underwriter
 Forecast revenue and costs for both ESI, and Company Clients
 Create pricing proposals that provide year over year savings for clients while maintaining
required profit margins
 Retrieve and analyze client utilization data through SQL systems to analyze price points and
identify future revenue and recommend program changes
 Manipulate pricing components utilizing client data and analyze results to determine final pricing
points

3.  Evaluate target margins and revenue projections for clients achieving the highest earnings per
script margin
 Retrieve and analyze client utilization data through SQL to analyze pricing points and identify
future revenue
 Manipulate pricing components utilizing client data and analyze results to determine final price
points
 Complete finance and contract RFPs from numerous vendors Participate in the creation of an
RFP database containing vendor preferences and acceptable responses Manage vendor RFP
relationships and collaborate with multiple departments to complete RFPs (contracting, eligibility,
network, pharmacy).
 Create cohesive solutions between company profits and account director client relationships.
 Suggest plan design changes to steer utilization for future cost savings via strategic programs
 Present pricing plans for key accounts (i.e., TPAs, coalitions, middle market, national accounts
and prospective clients) to directors, CEO and senior staff.
 Manage project timelines for all departments whose work interacts with client pricing to ensure
deadlines are met while collaborating with account directors, contracting, rebates, legal, network
management, and proposal departments.
QA Analyst New Implementations 2004 - 2008
Design, execute and maintain end-to-end quality assurance processes for new client benefit designs
to identify research and resolve errors found during testing while creating and modifying testing
templates to accommodate changes.
CRM Implementation, System development in-house
 Conduct UAT testing for new CRM as it pertains to the QA department
 Work with developers to determine CRM design and information pathways for QA
 Write training materials for the QA department
 Train management and staff of both the QA and Benefit departments
 Create permanent procedural documentation for each department
Testing / Auditing
 Lead auditor for external audit consultants,work daily with key internaldepartment to create action
plans for new client implementations and resolve any discrepancies found during claims and
benefit testing
 Create custom testing plans for each benefit piece Testing claims range from 200 to 40,000
individual claims to complete benefit testing for one client
 Maintain strong organizationalskills to consistently meet the Quality Assurance Department’sturn-
around-times and service-level-agreements Set daily, weekly, monthly and quarterly goals to
ensure project deadlines are met
 Collaborate with client-facing internal partners to develop and deliver a summary of errors
identified during quality assurance processes and testing
 Manage project timelines for all departments to ensure completion dates are met including Benefit
Administration, Implementation, Eligibility, and Pharmacy Operations
Call Center 2000 - 2004
 Positions Held: Call Center Representative, Supervisor, Trainer, Nest Start-up (New Hire
Program), and Member Escalation Resolutions (Assistant to the Director)
 Manage a team of 30 Call Center Representatives Manage up to 60 Nest Representatives (New
Hires)
 Track Call Center metrics, deliver regular feedback, provide recognition, deliver disciplinary
actions; mentor Call Center Representatives, ensure quality and productivity standards are met

4.  Serve as liaison among key stakeholders, operations and client-facing departments to ensure the
highest levels of productivity, job knowledge and customer service levels are met, or exceeded
 Create design and materials for New Hire ‘Nest’ Center where Call Center Representatives have
access to instant call support, daily feedback and support for 30 days Train Management staff
on Nest Format and Concepts
 Act as Assistant to the Director for all highly escalated member calls.
MRNet 1997 – 2000
Engineering Liaison
 Liaison for the engineering, finance and customer service departments Improve communication,
knowledge, organization, tracking and performance level of customer service
 Serve as account manager for relationships with key clients by managing contracts, licenses,
negotiations, orders, router configuration and inventory
 Manage network installations Create and write business flow documentation, inventory system,
unify database programs and the network installation procedure manual
 Facilitate MRNet’s internet service for the entire 1998 Strictly Business Expo which includes
router configuration, switches, DNS, laying of fiber and cable and maintaining networks during
the Expo
 Create mailings for network documentation sent to Expo participants and sole contact for issue
resolution
Minnesota Adult and Teen Challenge 2013 – 2014
Volunteer work through gardening, mentoring, speaking and events
EDUCATION
In Progress UNIVERSITY OF MINNESOTA, Bachelor of Science in Economics
Major GPA 3.44. Strong emphasis in both Mathematics and Journalism.
Economic Honor Courses (graduate level coursework)
 Econometrics and Forecasting
 Industrial Organization & Antitrust Policy
 Mathematical Economics – Optimization Theory
PROFESSIONAL ORGANIZATIONS
 Documentation Mentor to the Thomas Jefferson High School Robotics Team
(Two Years; 2015, 2016)
 Member of Toastmasters since 2011 (Toastmaster Sergeant at Arms Officer, Official
Toastmaster Mentor 2012)
 Member of the Society of Professional Journalists (membership lapse)
Freelance Writer, The Minnesota Daily. (Reprints furnished upon request.)