Stephanie Russolillo Gomez has over 30 years of experience in operations management for insurance and financial services companies. She has held leadership roles managing customer service centers and new business operations. Currently she is an Associate Manager at Prudential Financial, where she is responsible for the operational performance of new business teams and implementing digital service improvements.

1. STEPHANIE RUSSOLILLO GOMEZ
7 Colonial Drive Prospect CT 06712
Tel: C 203.910.5373 sag1229@aol.com
Executive Summary
Results-driven Operations manager with extensive experience in Service Operations for
Insurance and Financial Services. Skilled in Workforce Management, Strategic Planning,
Policy/Procedure Development and Improvement, Digital Servicing, Team Building/Staff
development, and Quality Assurance. Expert in facilitating change in workforce to support
organizational operating, financial and quality objectives. Strong in Communications, P&L
management, Business Planning, Human Resources.
Professional Experience
Prudential Financial, Shelton, CT/ October 2006 - present
Annuities Contact Center/Annuities New Business
Associate Manager, New Business
• Responsible for the daily operational performance of IBD New Business associate team.
Designed and Implemented operational improvements to provide the most effective
and efficient service in accordance with established policies and procedures. Develop
and maintain relationships with Internal and External wholesalers as well as Financial
representatives.
• Primary liaison for Internal Sales Operations , with focused efforts on relationship
building, enhanced communication and partnering, and improving the advisor
experience. Designed and created a team of New Business Case managers to support
Sales Desk activities, managing advisor relationships pre-submission through issue of
new business, with the goal to create ease of doing business and an enhanced advisor
experience.
• Led pilot for on-boarding support for a select group of new producers as part of the
Sales objective to grow PPI business, which became proof of concept for a future
Service Segmentation model.
• Implemented a Manager Collaboration forum cross-site, for the purpose of assuring
open lines of communication between all NB Service Team managers, with biweekly
meetings to share initiatives, challenges, updates on projects, and facilitate consistent
decision-making for all of New Business. This forum was seen as a best practice, shared
with other operating areas within Service, and implemented within several of those
areas.

2. • Responsible for implementing Digital Service opportunities within the New Business
Operation. Designed and implemented an enhanced on line service portal for advisors
to manage their pending and in-force business. Lead pilot to implement electronic
signature capabilities within the Service Organization to enhance the advisor and client
experiences. Achieved increased Digital Service usage rates month over month through
targeted direct marketing and embedded messaging.
• Chief of Staff role for VP, Service Operations. Communications gatekeeper, coordinator
for Division MMR process, and program manager for New Business Initiatives. Managed
the 2011 Business Plan activities, responsible for managing all activities around several
project plans, updating all parties on progress.
• Involvement in other strategic projects, representing New Business in projects such as
system enhancements, Product redesign and transitions, efficiency and cost savings,
process revamping, management consistency, and associate career development.
Associate Manager, Annuities Contact Center
• Responsible for daily operational performance of an Inbound Call Center, managing a
customer service team and support staff. Responsible for driving continuous
improvement in customer, producer and associate satisfaction.
• Recommended and implemented new training process for new hires, partnering with
Training Specialist to improve curriculum, enhance delivery and reinforce results-driven
culture within the new hire training department. Partnered with staffing agency to
enhance the new hire process, developed an internal on-boarding process to increase
success and retention of internal candidates.
• Liaison to Call Center Project management team, supporting Integrated Desktop
development, AHT reduction project team and overall process management efforts.
Project team member for development of Strategic Plan for Service Operations.
• Liaison to Work Force Management Team, assisted in creation of a more efficient
forecasting model and resource balancing approach.

3. CIGNA Healthcare, Bristol, CT/November 1999-July 2006
Service Operations
Director, Member Services/ November 2001-July 2006
• Accountable for strategic and tactical management of Member Service Operations for
CIGNA's Tri-State book of business servicing over 1 million members including several
premier account service arrangements.
• Managed achievement and maintenance of all performance goals for inbound and
outbound operations center of 210 employees. Reduced overall handle time by 20%.
Reduced defects and improved quality scores, utilizing six sigma practices.
• Improved employee retention by 30% from 2004-2006.
• Facilitated cross-site workgroup for Member Service Directors nationally to identify
trends and issues across entities that impeded ability to provide seamless customer
service
• Integral partner within matrix environment, requiring relationship building with internal
business partners such as Sales, Claims Service, Eligibility, and Provider Relations.
Additional interim responsibilities included leadership over the Flexible Spending Call
and Claim center, Technical coach and Training staff, and Nurse Review areas.
• Received JD Powers and Associates' designation of a Certified Call Center based on
delivering outstanding customer service experiences. Awarded 2006 Quality Cup award
for top ranking among 9 CIGNA service centers as measured by customer survey data.
• Implemented new service team model in 2005, further improving customer relations
and exceeding targets for first call resolution.
• Created and managed exit strategy for staff due to consolidation of service centers.
Successful migrated customers to other service centers without degradation in service

4. levels. Assisted employees with career counseling and job placement services,
partnering with local staffing agencies, career counselors and the Connecticut
Department of Labor.
Director, Claim Services/ November 1999-November 2001
• Through strategic and tactical management of 120 claim personnel, was responsible for
ensuring customer satisfaction, quality of service, productivity levels, and
individual/team development within the claim environment.
• Successfully migrated staff and accounts to new operating systems with minimal
disruption to service delivery. Successfully executed inventory reduction initiatives
without compromise to quality
• Developed capacity models and financial planning tools to achieve inventory
management within expense management standards. Worked with Matrix partners
nationally to ensure action plans are in place and shared to address corrective actions
and preventative measures for all service issues. Increased productivity by 25% from
1999-2001
• Collaborated with consultants to implemented new claim service team model,
incorporating inquiry, medical, claim and quality Staff to enhance end-to-end service
experience.
Blue Cross Blue Shield, North Haven, CT/ 1982-1999
Various Leadership positions Manger-Director level
Education
Wheaton College, Norton MA Bachelors' Degree in Psychology
Villanova University, Villanova PA Human Resources Mgt Certificate
Professional Development
ADAPT Business Resource Group, various committees
Women’s Leadership Network , Mentor program

5. Board Member, United Way of West Central Connecticut 2003-2004
Corporate Liaison to the Bristol Educational Foundation and Bristol Hospital 2000-2006
Mentor in the Bristol Public School System 1999-2003
Board of Directors, Executive Board, Prospect Softball Association 1999-2003.
Instructor, St Anthony's Parish, Prospect, CT 1999-2011.
Instructor, Youth Education Services, United Methodist Churches, 2011-2012

6. Board Member, United Way of West Central Connecticut 2003-2004
Corporate Liaison to the Bristol Educational Foundation and Bristol Hospital 2000-2006
Mentor in the Bristol Public School System 1999-2003
Board of Directors, Executive Board, Prospect Softball Association 1999-2003.
Instructor, St Anthony's Parish, Prospect, CT 1999-2011.
Instructor, Youth Education Services, United Methodist Churches, 2011-2012