Confidential

Benefits Call Center Operations Manager

• Manage a 36 seat call center including monitoring service level agreements and contract compliance facility management and employee performance.
• Brought an under-performing call center from a state of constant remediation due to failed service levels to one that exceeds its service levels for average speed of answer customer satisfaction and quality.
• Call Center averages over 18 000 calls per month with between 12 and 36 customer service representatives on the floor.

Confidential

Transition Training Manager / Implementation Testing Team

• Review assigned System Requirement Specifications for accuracy and completeness thoroughly documenting discrepancies.
• Develop test schedule and oversee software test execution.
• Monitor test recording and reporting auditing as necessary.
• Coordinate cross-functional test activities with client.
• Develop training plan and all corresponding training materials for delivery of training to clients personnel delivering client training via Web as well as onsite.

Confidential

• Monitor all activities of Indiana s child support payment processing center to measure adherence to procedures and performance standards imposed by internal corporate state and federal sources.
• Generate daily and periodic reports of performance for the client and senior management reviewing results for deficiencies developing and implementing corrective action plans as necessary.
• Establish work plans to achieve operational objectives overseeing training and retraining as necessary taking budget constraints into consideration.
• Evaluate individual personnel performance to ensure staff meet the goals of the organization and perform tasks efficiently and accurately providing process improvement solutions as necessary.
• Interact with client s middle and senior management on a daily basis to support SDU operations.
• Supported an audit by the Indiana Office of the Inspector General.
• Coordinated one SAS 70 Type I and two SAS 70 Type II audits.
• Implemented quality control program in start-up SDU operation. Participated in development of program by compiling and updating procedures with client establishing controls unique to the client operation developing new procedures as necessary to assess production performance.
• Regularly review state and federal child support guidelines to ensure compliance.

Confidential

• Serve on the ISETS Triage team as the facilitator and financial systems subject matter expert assess issues that have been reported as system problems determine if the issue is a system problem assist in the development of a solution review test results upon resolution.
• Worked with auditors from the Federal Office of the Inspector General to provide all necessary documentation for a Review of Undistributable Child Support Collections. This required contacting every county Clerk of the Circuit Court explaining the extent of the audit the impact of the audit and assisting them with compiling the information necessary to respond to the audit. In addition compiling the data from all counties into one report to submit to the OIG audit team.
• Mentor new business analysts as they develop requirements documents facilitate meetings etc. Establish work plans review work product and provide leadership as necessary.
• Prepare performance evaluations for senior management review and presentation.
• Conduct regional user meetings address groups of state and local elected officials regarding status of ISETS.
• Regularly responded to questions from county offices clerks prosecutors and auditors regarding state and federal IV-D and non IV-D funding and initiatives state and federal policies and best practices for navigating the ISETS system as well as managing their county s data within that system.
• Manage the Child Support Bureau s financial adjustment team developing work plans assigning duties and reviewing work writing procedures and training materials providing senior management with statistical reports of activities conducting regional user meetings weekly staff meetings and participating in project oversight of the ISETS Project.
• Hire train evaluate performance and manage unit staff as necessary.

Confidential

Consultant / Business Analyst

• Develop requirements documents for changes and enhancements to the child support proprietary software through hands-on research and facilitation of user groups. Followed SDLC methods as defined by the Project Management Institute s Project Management Body of Knowledge.
• Manage the requirements through the design testing and implementation by working with the developers as necessary during the coding process testers before and during their various testing processes including reviewing and approving test plans and with the members of the user group as questions arise during the entire process
• Completion of user acceptance testing of the changes or enhancements.
• Preparation of training materials and providing training to the appropriate users prior to and upon implementation of the change or enhancement.

Help Desk Manager

• Provide on-site and telephone support with a staff of 5 analysts.
• Work with elected officials and their staff training and supporting the software and database as well as resolving data integrity issues calming irate clients and frustrated users explaining the history of the federal program working with users to develop design changes.

Confidential

Chief Deputy Clerk

• Responsible for management hiring firing and training of clerical staff establishing and interpreting goals and objectives of the office coordinate activities monitor work performance for accuracy and completeness maintain personnel files and payroll records.
• Design develop and implement office operating and procedures manuals and master work schedules delegate work to staff as necessary.
• Analyze needs of the department and prepare budget for presentation to the county council.
• Appear before the council on behalf of the elected official to request additional appropriations explain departmental policies and respond to inquiries as necessary.

Confidential

Self Employed

• Work with customers to assess their needs and provide a product that best meets those needs.
• Write proposals business plans marketing strategies advertisements speeches as necessary.
• Prepare and analyze cash flow statements income and expense projections and historical analysis of financial conditions to establish short and long term financial plans.