1. Kelly King
26551 Kingston Pike Circleville, Ohio 43113
Cellular 740-412-9696
KellyKing3@MSN.com
Professional Synopsis
 Dynamic professional with diverse experience in Information Technology, experience of team management,
business management and customer support management.
 Acted as a liaison between the business area and development team for Requirements. Experience in
Extensive analysis & design of Business Processes and excellent expertise in generating Business Process
Models, and defining scope of projects based on gathered Business Requirements including Documentation
of constraints, assumptions, business impacts, Project risks.
 Successfully designed and implemented process related workflows.
 Acquires a clear understanding of the industry, customer/client’s success factors with the distinction of
instituting solutions and new practices to achieve business excellence at the lowest overall cost.
 Possess strong sense-of-purpose and hold the highest degrees of ethics, honesty, and integrity. Adaptable
and flexible - can perform as a team leader, team member. Capable of handling day-to-day tasks with great
competency, while holding to the objectives of the overall vision.
 Team player and self-starter with excellent communication skills, project planning, and interpersonal skills
with proven ability to communicate, negotiate, relate and coordinate with a wide range of personalities.
Core Competencies
Operations Management
 Implementing procedures for daily operations and internal reporting
systems for monitoring productivity and quality.
 Interacting with clients to review and resolve operational issues as well as
implement new process and procedure changes.
 Conducting meetings to discuss the process and other team related
issues.
Process Co-ordination
 Monitoring the functioning of various processes, identifying improvement
areas and implementing adequate measures to maximize customer
satisfaction level.
 Implementing workflows to facilitate structured support in all areas and
issues.
 Looking after process improvement initiatives through system changes,
process re-alignment/redefining & efficiency management.
 Generating dashboards and reports to the top management and
maintaining the agreed SLA & thereby, focusing on maximizing Customer
Experience while minimizing costs.
Quality Management
 Ensuring a high-quality customer experience, elevating customer
satisfaction, while adhering to the SLAs & work processes and thus
managing cost-effective operations.
 Setting of quality monitoring tools and methodologies & maintaining the
documents.
Team Management
 Recruiting, selecting and monitoring a team thereby ensuring optimum
performance.
 Identifying and implementing strategies for building team effectiveness by
promoting a spirit of cooperation between team members.
Operations Management
Process Coordination
Quality Management
Team Management
Delivery Management
Strategic Planning &
Management
Resource Allocation
Issue & Conflict Resolution
Business Continuity
Planning

2.  Creating and sustaining an environment that fosters development
opportunities and motivating the employees for enhancing the existing
performance levels.
 Conceptualizing & developing need based training modules for developing
multi skilled workforce for cross-utilization within sub-processes for
optimum efficiency.
 Performance evaluation and Appraisals. Managing Attrition and back-up
plans. Identifying training needs for team members.
Delivery Management
 Ensuring quick ramp-up and ramp-down of teams while maintaining
adequate and appropriate skills availability at all times.
 Leading, mentoring & monitoring the performance of team members to
ensure efficiency in operations and meeting of organizational goals.
 Skills and Expertise
SQL, Project Management, CRM, EDI, Bugzilla, Various File formats (Flat file, XML), XML, Expert in MS office
products like Excel, Access, Word, Power Point, Flow Chart, Data Schemas (XSD), PGP Encryption.
 Education and Training
Attendance at IAIABC/EDI State Conferences/Training Seminar, SQL 1 and 2, New Horizons
Human Services Technology-Ohio University/Hocking Technical College
Key Achievements & Experience
Ebix Inc.
Manager of Implementations/Manager Technical Support/Business Analyst
June 2008 -present
Grove City, Ohio
Ebix, Inc., (NASDAQ: EBIX) is a leading international supplier of On-Demand software and E-commerce services
to the insurance industry. We provide end to end solutions ranging from infrastructure exchanges, carrier
systems, agency systems and BPO services to custom software development for all entities involved in the
insurance industry.
 Implementing procedures for daily operations and internal reporting systems for monitoring productivity
and quality.
 Leading, mentoring & monitoring the performance of team members to ensure efficiency in operations
and meeting of organizational goals.
 Design business engineering and system integration for projects.
 Develop Software Requirements Specifications (SRS) that feed the development process. Develop
Business Requirements, Use Cases and Perform Gap Analysis. Excellent understanding of software
development life cycle.
 Analysis for Web based Application Software Design and Architecture, and testing using Java, PHP and
Crystal Report tools.
 Create Statement of Work (SOW) analysis and design overview, and provide estimates for solution design
to projects.
 Communicate with clients, state agencies, account managers, customers, and development to ensure
design accuracy and appropriately set expectations and resolve operational issues as well as implement
new processes and procedure changes.
 Project management, including preparation of a project plan, coordination of meetings, and
implementation plans. Following best practices of Agile development.
 Resolve 2nd and 3rd level application product support, including data analysis, and identification of
application bug fixes.

3.  Coordination of client migrations from legacy applications to current applications including application set
up, data migration and continued monitoring.
 Explain all aspects of the EDI services to clients, focusing on the recommended implementation and
migration approach. Maintain project plans for client and internal use.
 Meet the business needs and the complexity of new projects, system enhancements, and trading partner
activities.
 Generate defect reports for issues found during testing, and provide accurate testing status to project
stakeholders.
 Coding state edits for various states and testing the system for functionality and accuracy. Keep
applications up to date as per state notifications for edits changes.
 Coding and testing for State of KS that we host, perform sequencing testing as well as various
acknowledgement and rejection scenarios. Technical point of contact for all changes and updates for KS
project.
 Testing with states and executing various systems performance integration and ad-hoc test cases
according to approved test plans and testing schedule.
 Testing for bugs and issues in sequencing project for sequencing clients. Good understanding of business
requirement document for sequencing project.
D&W Homes
Sales Associate
2006-2008
Identified/ targeted perspective buyers, persuading customers to invest. Coordinated financing and
developed excellent relationships with various financial institutions. Communicated terms of sale in order
to ensure customer acceptance. Completed Purchase Agreements, applications, etc., in order to complete
sales deal. Contacted manufacturer’s Sales Representatives. Attended Sales meetings. Updated and
calculated pricing accordingly. Updated customer records; arranged for follow-up regarding service.
Answered incoming inquiries. Served as notary for State of Ohio.
Instructor/Job Developer
Pickaway Ross Career and Technology Center
2002-2007
Provided instruction, tracking student progress for successful completion; identified individual needs
through administration of various assessment methods and coordinated curriculum accordingly. Other
duties included; communicating student needs/outcomes to appropriate referring source, assisting
students in identifying available benefits, social and community resources and assisting with the
scheduling of appointments. Contacted businesses, established relationships and marketed potential
candidates for employability.
Job Developer
Goodwill Industries
2006-2007
Upon receipt of referral, from BVR Counselors, met with consumers to discuss/identify
staffing needs. Created employer contacts, in order to assist with employing consumers with disabilities.
Discussed training needs, provided job assistance to ensure consumer could perform functions of the
position in order to meet employer expectations. Met with BVR Counselors, monthly, prepared reports
and correspondence. Maintained and documented case notes for consumer file.
Caseworker/Case Manager
Pickaway County Child Support Enforcement Agency
1990-1998
Provided case management services for a caseload of 300+ child support orders. Duties included;
interviewing clients for information to locate individuals for establishment of paternity and or enforcement
of support orders in compliance with ORC and state policy. Additional responsibilities included;

4. communicating with public organizations, preparing documentation, and maintaining facts, figures and
documentation and calculating child support arrearages.