Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

Mark Black

Phoenix

Summary

Experienced with delivering comprehensive implementation projects from inception to completion. Utilizes strategic planning and stakeholder engagement to ensure seamless execution. Track record of managing cross-functional teams and driving continuous process improvements.

Overview

2026
2026
years of professional experience

Work History

Client Implementation Manager

Blue Cross and Blue Shield of AZ
05.2009 - Current
  • Analyze the group benefit information and ensure that accurate documentation is distributed to internal stakeholders in a timely manner.
  • Audit benefit books to ensure the accuracy of information and resolve discrepancies.
  • Produce clear documentation for project implementation and management including but not limited to, communications to team members, project schedule, weekly status reports and evaluation summaries.
  • Audit group paperwork to identify contract benefits and ensure information is accurate and complete.
  • Participate in multi-departmental meetings and/or engage in special projects.
  • Manage multiple assigned implementation projects from initial customer engagement through planning, execution, and launch phases managing all key steps and stakeholders of each project.
  • Develop documentation needed for internal execution of implementation tasks for new and renewing clients.
  • Review, analyze, and repair data from a variety of data sources.
  • Proactively consult with clients, best practice and necessary system and process changes to achieve implementation milestones and goals.
  • Identify trends that affect workflow processes.
  • Invest in relationships to successfully influence and build shared goals to achieve optimal implementation results.
  • Manage and took a lead role in assigning projects.
  • Provide peer review and mentoring.
  • Transition clients to ongoing Client Support resources upon successful implementation.

Internal Operations Coordinator

Blue Cross and Blue Shield of AZ
  • Primarily responsible for the coordination and processing of all information required to complete the group bid and renewal processes, in addition to assisting Sales staff with internal administrative activities.
  • Research and provide accurate SIC and NAICS codes.
  • Create and update detailed process and procedure documents for daily and monthly tasks.
  • Process new and renewal special products, Dental, Life, Vision and Health Equity.
  • Research companies, employees and dependents for potential risk.
  • Identify, review, research, process small group bid requests and resolve issues by communicating with internal and external customers.
  • Respond to a high volume of calls, emails, and faxes on bid status within established timeframes.
  • Meet quality, quantity and timeline standards to achieve individual and department performance goals as defined within the department guidelines.
  • Create and maintain spreadsheets with most commonly used codes, industries and business data.
  • Manage multiple mail proxy boxes, facilitate and distribute all incoming mails.
  • Demonstrate and maintain current working knowledge of the required department systems, procedures, forms, and manuals.
  • Prioritize, organize and self-manage in a high-volume department.
  • Adapt to new software applications in a changing workflow environment.
  • Advance proficiency in spreadsheets, database management and word-processing software.

Auto Pack and Distribution Lead

Blue Cross and Blue Shield of AZ
  • Provide leadership, assistance and support in the day-to-day operation of the Print and Fulfillment activities.
  • Maintain automated files and daily logs for current projects.
  • Create databases and pivot tables for new and ongoing mail merges, research and tracking of customer orders.
  • Proficient in tracking both time lines for department and completion of production.
  • Prioritize daily work as needed to ensure all ISL are met and any 'rush' orders could be worked on as well.
  • Update and create procedures and processes including Office database software to improve the Auto Pack and Distribution area.
  • Develop and maintain relationships with internal customers, colleagues and supply vendors for optimum business partnering results.
  • Operate and maintain all area equipment while ensuring supply levels and communication between shifts are effective.
  • Troubleshoot any issues with requests to achieve ultimate efficiencies and desired output.
  • Research and provide documentation for Print & Fulfillment operations about inquiries and issue resolution.
  • Create, update and maintain process documentation, data and communicate process changes to team. Train team as necessary on update processes.
  • Cross train co-workers on the distribution process and procedures. Also, the best practices to use when interacting with internal and external customers to resolve issues and concerns.
  • Partnered with Purchasing and other departments to ensure UPS and FedEx packages were delivered to the correct destination.

Education

General Studies - undefined

Phoenix and Paradise Valley Community College

Skills

  • Requirements gathering
  • Project coordination
  • Cross-functional team leadership
  • Problem-solving
  • Database management
  • Change management

Training

  • Blue Cross and Blue Shield - Project Management A Franklin Covey course
  • First Time Supervisor Training Course
  • Change Management 101
  • SMS database management
  • Salesforce CRM
  • Microsoft Dynamics CRM
  • Sharecare
  • Completed training courses - Word 1 and 2
  • Publisher 1 and 2
  • Excel 1, 2 and 3
  • Act! CRM
  • Microsoft CRM

Timeline

Client Implementation Manager

Blue Cross and Blue Shield of AZ
05.2009 - Current

General Studies - undefined

Phoenix and Paradise Valley Community College

Internal Operations Coordinator

Blue Cross and Blue Shield of AZ

Auto Pack and Distribution Lead

Blue Cross and Blue Shield of AZ

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Mark Black