VANESSA T.

WILLIAMS
P.O. Box 491
Marlborough, CT 06447
Home: 860-295-8587
Mobile: 860-930-1277
wv104b718@westpost.net
EXECUTIVE SUMMARY
Operations Executive with Fortune 500 experience in building business, driving g
rowth, retaining key customers and generating revenue in financial services and
healthcare. Conceived and executed strategies, action plans and solutions that d
elivered superior results. Successful at managing multiple projects and collabor
ating across functional lines of business. Consistent history of driving product
ivity improvements, implementing technologies, tightening controls and inspiring
commitment to financial discipline and operational excellence. Results-oriented
critical thinker with proven track record of building and managing high perform
ing teams.
AREAS OF EXPERTISE
Strategic Business Planning Mergers & Acquisitions Human Capital Optimization
Management & Financial Reporting Operations & Process Redesign Staff Development
& Coaching
Business Process Outsourcing Retirement Services Operations Customer and Vendor
Relations
PROFESSIONAL EXPERIENCE

PRUDENTIAL RETIREMENT, Hartford, CT

2007 to 2010
Vice President, Client Services and Defined Benefits Operations
Directed 300+ person operation in 5 locations for over 6,000 pension clients and
1.3 million participants. Directed client service administrative support to ass
igned retirement plan sponsors and participants. Led installation organization r
esponsible for activities associated with plan acquisition for all retirement se
rvices. Directed service operations for key strategic client relationships. Coll
aborated with sales, operations, plan administration, and compliance to ensure c
ustomer satisfaction and retention. Developed solutions to the most complex clie
nt service problems to conceive, realize and quantify strategies to improve clie
nt experience and foster scalability.
Achieved $53.8M reserve gain by identifying over-reserving issue in a key Annui
ty operation.
Built collaborative partnerships with regulatory entities to ensure client-repo
rting needs around controls were met by establishing a formal quality and compli
ance/audit infrastructure.
Increased quality and client satisfaction from 90% to 96% in the top 2 box scor
e on a 5-point scale in fewer than 12 months and reduced total cycle time 33% by
transforming the new business implementation process.
Designed business process outsourcing (BPO) program to create process efficienc
y improvements and variable staffing for service support operations.
Achieved a 20% gain in efficiency without loss of service quality or processing
cycle time by developing and executing a staff re-organization and process impr
ovement plan.
MASSMUTUAL LIFE INSURANCE COMPANY, Springfield, MA 2000 to 2007
Corporate Vice President Defined Contribution Plan Service Department (2004 to
2007)
Senior executive managing 250-associate department. Defined goals, provided dire
ction and achieved results in strategic planning, operations management, market
development, technology, alliance development and administration.
Directly accountable for over $30B AUM and for maintaining client retention rat
es of 95+% for defined contribution plans, including PEO sponsored Multiple Empl
oyer plans, with assets ranging from $10 to $750M.
Identified and developed new strategic partnerships, products, services and cap
abilities, conducted extensive research and analysis to measure the feasibility
and viability of plans through execution stage.
Actively led the Emerging Markets business (e.g., Registered Product, 457(b), N
on-Profit sector) with assets of over $5B. Actively led efforts designed to achi
eve $50B in assets by 2008.
Installed all qualified and non-qualified corporate and public sector Defined C
ontribution (DC) plans utilizing a Total Retirement Services model. Increased cl
ient satisfaction and decreased installation timeframes through effective projec
t management, refined development processes and increased staff knowledge.

Vanessa Williams
Page 2

MASSMUTUAL LIFE INSURANCE COMPANY, Springfield, MA (continued) 2000 to 2007

Vice President, Life Services Department (2000 to 2004)
Managed 300-associate Life Services department with 1.8M of in-force policies, 1
35 products, eight major legacy systems and 73,000 service requests per month. D
eveloped and managed $7M budget.
Led major, multi-year compliance initiative across several lines of business in
volving nine life insurance administration systems with 60+ sensitive transactio
ns in scope per platform.
Achieved operating improvements by reducing staff 40% while improving knowledge
and service delivery in the workforce.
Reduced level of not in good order transactions and established continued, sust
ainable reductions in suspense levels as a result of consolidated billing across
all products and platforms.
Improved cash management realizing an environment of lockbox processing which e
nabled seamless and integrated adherence to compliance and regulatory mandates.

UNIVERSITY OF CONNECTICUT HEALTH CENTER, Farmington, CT 1998 to 2000

Assistant Vice President / Associate Hospital Director, Operations (1999 to 2000
)
Led the development and implementation of operational policies, programs and obj
ectives/goals for hospital departments. Innovated solutions to operating problem
s resulting in improved productivity, efficiency and cost performance in support
of a turnaround effort. Responsibilities included regulatory and federal/state
law compliance, strategic alliance development, oversight of property management
/renovations, clinical systems and IT planning, and medical records and transcri
ption services. Recruited/managed and evaluated four direct reports, and managed
a 70-person staff and a $20M budget.
Served as the liaison between the Finance Division and the Project Consultant o
n all major initiatives critical to the successful management of receivables and
 cash flow.
Directed fiscal planning and management with key focus on driving expense reduc
tion and revenue enhancement strategies.
Developed solutions-oriented plans in collaboration with the medical director,
physicians and key personnel to meet diverse organizational challenges and impro
ve efficiencies.
Cost-effectively met the organizations needs, redesigned work processes and ach
ieved productivity improvements by aligning business practices across all core f
unctions with the latest information and technologies.
Addressed and resolved human resource conflicts and issues by negotiating win w
in agreements.
Assistant Vice President / Executive Director, Information Technology (1998 to 1
999)
Focused on identifying organizational needs and optimizing technologies to impro
ve productivity, quality and operating performance. Provided technical vision an
d direction for complex projects with enterprise wide impact; analyzed project r
equirements and determined staffing levels, costs and technologies needed to mee
t objectives. Held expense and capital management responsibility for a $150 mill
ion capital budget; oversaw five direct reports and managed all vendor relations
hips associated with contract management.
Orchestrated successful projects achieving all performance goals, objectives, d
elivering projects on-time and within budget. Interpreted core strengths and ide
ntified technological opportunities to drive business transformation.
Cultivated working relationships with all intermediaries across the organizatio
n effectively analyze, develop and implement critical business strategies for ea
ch operation.
Educated management on emerging technologies, promoting strategic use and enabl
ed the use of technology efficiently and effectively.
Facilitated communication between key IT groups and the customer community to e
nsure all projects met strategic objectives.

Vanessa Williams
Page 3

KAISER PERMANENTE, Farmington, CT 1990 to 1998

Director of Strategic Planning and Competitive Intelligence (1997 to 1998)
Manager of Strategic and Support Services (1994 to 1996)
Led cross-functional projects by developing and executing the organizations stra
tegic plan; subsequently steered long-term direction and managed a $25M capital
investment program. Managed four direct reports and a $62 million operating budg
et.
Reduced overall costs by $2M by leading the effort to consolidate and outsource
real estate management, purchasing, distribution and administrative functions.
Generated $1.1M savings in real estate expense savings by providing project lea
dership for a successful multi-market project.
Improved quality of service while delivering a $500,000 savings and a projected
savings of $2M by consolidating four regional departments.
Director of Information Resources (1990 to 1994)
Created the first division business continuity plan, led initiatives to strength
en productivity and generate cost savings. Directed a cross-functional team of 8
-10 personnel.
Restructured the department using a skills-based selection and hiring process,
and aligned the compensation program with the technology marketplace.
Reduced annual ISD resource requirements by 25%, establishing an end-user repor
ting environment for increased information accessibility.
Expanded the local area network through multiple locations, connecting 80 users
; established connection to remote analysts involved in cost reduction efforts.

EDUCATION AND PROFESSIONAL TRAINING

M.S., Management, Hartford Graduate Center, Rensselaer Polytechnic Institute, Ha
rtford, CT (1993)
B.S., Accounting, Virginia State University, Petersburg, VA
Active FINRA registrations include Series 6 and 26.
ASPPA Affiliate Member (2010 2011)
MassMutual Executive Program Excellence in Leadership, University of Virginia (2
001)
Kaiser Permanente Executive Program, Stanford University Graduate School of Busi
ness, Stanford, CA (1994)
Completed training in Total Quality Management Principles and in Improving Healt
hcare Quality Re-Engineering

COMMUNITY SERVICE
Board Member, New England Air Museum
Past Board Member, Innovators Round Table, Bay Path College
Past Board Member, Board of Directors, GoFIT
Past Board Member, Junior Achievement
Past Board Member, United Way of Capital Area