SUMMARY:

• Accomplished Project Manager with fifteen years of application implementations.
• Accomplished Six Sigma Certified Green Belt project management professional with a proven track record leading project teams and process improvement initiatives to success while maximizing profitability, improving performance and achieving budgets.
• Possess excellent communication skills that enable a high level of customer satisfaction and successful negotiations that create increased organizational savings opportunities.
• Demonstrated ability to consistently exceed client expectations through creation of knowledge management tools and strategies that reduce costs, save time and enhance decision - making.
• Demonstrated ability to maintain budgets, coordinate meetings and associated agendas and minutes, generate status reports and communicate to team members all updates and changes.

TECHNICAL SKILLS:

• JIRA
• SharePoint
• Clarity
• Apttus CLM
• Salesforce
• Selectica
• TeamConnect (Mitratech) iManage (FileSite/WorkSite)
• Serengeti Law eCounsel/eDiscovery Dashboard (Bridgeway)
• Concordance
• Summation
• LexisNexis
• WestLaw
• WorkShare Professional
• Legal Hold Pro
• SharePoint
• Sametime
• Yammer
• Microsoft Visio
• UltraDev (Deamweaver)
• Photoshop
• Crystal Reports
• TeamSite
• Tango 2000
• JSP
• Microsoft Office Suite
• Kana Response
• Microsoft Project
• Timbuktu Pro and SDLC.

PROFESSIONAL EXPERIENCE:

Confidential, schuamburg, Illinois

SENIOR PROGRAM MANAGER

Responsibilities:

• Brought on to manage program to significantly expand and improve Walgreens consumer care monitoring services and globalize the contractual agreement with a new supplier to create an end-to-end contact and listening strategy. This is to ensure that Walgreens continues to lead the market in consumer care and deliver key business goal of being No. 1 for consumer care, championing everyone’s right to feel good.
• Worked with and managed global project teams to ensure delivery of milestones were done in a timely manner and under budget.
• Managed all aspects of the program with all levels of the company.
• Managed pilot for the Call Center that provided store pharmacist a lunch break. Worked with IT and other teams to ensure all calls were routed correctly to the call centers and handled all reporting aspects of the project.
• Led program that looked to move a portion of Walgreen’s call volume to a 3 rd party vendor. Projected savings was $364K.
• Managed the Rite Aid acquisition for Walgreen’s Call Center. Managed all aspects of the acquisition in regards to how call support would be handled for all closing stores and rebranded sotres.

SENIOR PROJECT MANAGER

Responsibilities:

• Deploy Global toolset to replace eight (8) Technical Service Agreements (TSA) applications: CPI Trademarks, Contract Management System, iManage, Self Audit,Legal Holds, Ventures Management, Contract Management (with Zebra as the buyer and the seller), IP Management Systems
• Worked with IT to extract data from twenty-six (26) sources from former Confidential applications and migrated them to a temporary “holding” application until corresponding global tool was ready for implementation
• Primary contact for Apttus, CLM Vendor, for the Contract Management System project

Confidential, chicago, Illinois

SENIOR PROJECT MANAGER

Responsibilities:

• Managed the design and implementation of a new meeting application used by the firm globally
• Managed the move and new design for one of the firm’s email centers from Paris to Luxembourg
• Assisted with the development and launch of the firm’s new global search site
• Managed global project to identify and install new encryption software for all server centers

Confidential, Oak Brook, Illinois

SENIOR LEGAL OPERATIONS MANAGER

Responsibilities:

• Managed infrastructure and labor resource budgets
• Worked with Legal representatives to understand, prioritize and plan technology enhancements and support
• Communicated via written status to Legal on project/enhancement work
• Planned out and tracked enhancement, upgrade and support work
• Collaborated with key customers to ensure client expectations are in-line with project/enhancement goals and objectives
• Collaborated with project teams and Legal business partners to track the project’s progress against the project plan and collectively adjust the project plan to ensure effective completion based on defined project success measures.
• Report to client sponsors and IT management the status of the project(s) and support work.
• Facilitate and after action review of the project/upgrade to gather lessons learned
• Collect and analyze actual costs, time and scope delivered against the plan
• Held team and individual meetings with team members
• Monitored and worked with Xerox on infrastructure changes required for Legal applications
• Use SharePoint for collaboration with legal and the IT team
• Track and report on enhancement, support and upgrade tasks
• Lead and coordinate server refreshes (which may entail moving from Xerox’s Eagan data center to the Dallas center)

Confidential, chicago, Illinois

Global Enterprise Applications Manager

Responsibilities:

• Managed eight Application Engineers that oversaw office/imaging applications, document management, matter management, e-billing, e-discovery, departmental applications, non-standard applications and the entire SDLC process for all application updates and deployments.
• Managed staff to ensure that specifications were accurate and that deliverables met the approved specifications; ensured that processes and procedures were defined and followed to ensure quality, timeliness, and effective resource utilization; mentored, developed, and recruited department staff.
• Member of the IT Steering committee that reviewed all process improvement initiatives brought on board by our Sr. Partners.

Confidential, Des Plaines, Illinois

Regional Document Services Business Partner

Responsibilities:

• M ana ged the Central, Northeast and Canadian regions for Hertz Rental Car companies for all of their document services, management and process improvement needs with an emphasis on transforming Hertz to a completely paperless company wherever legally possible.
• Implemented and managed a Six Sigma Green Belt project with a yearly projected savings of $3.5 million
• Managed the deployment of a national contract with Iron Mountain for their Secure Shredding Program for these three regions.
• Managing projects to produce imaging solutions for a variety of workflow processes including moving all Facilities & Construction documents to a digital environment.
• Support day to day needs for all things document related including management of the Ricoh MFS equipment, Pitney Bowes Postage Meter management, document retention, storage and destruction, etc.

Confidential, Schaumburg, Illinois

Sr. Manager

Responsibilities:

• Facilitated fast document retrieval for the legal team while providing dependable IT support.
• Built a process for migrating user documents to the new database and initiated movement of all legal documents and 1,600 books to a paperless environment, saving $200,000 per year.
• Managed project budgets up to $900,000 and negotiating best price/terms for the company.
• Created an interim contract repository that gave the company time to develop a long term option for contract storage, avoiding significant investment in a new contract management system.

Confidential, Deerfield, Illinois

Sr. Manager

Responsibilities:

• Conducted initial and ongoing needs assessments and align the program with long term goals.
• Empowered the law function to leverage best practices in knowledge management in improving processes, coordinating law projects, capturing legal expertise and efficiently utilizing technology.
• Reduced outside counsel spend by $4 million in the first year and by $3 million in the second and third year by launching a matter management system that tracked all legal work and legal spend.
• Rebuilt the legal intranet site into one of the most frequently used sites by employees, introducing an online request form that routed clients to lead attorneys for efficient workload balancing.
• Suggested standardization of legal documents into reusable templates, saving time and money.

Customer Service Manager

Responsibilities:

• Insured customers received timely and accurate responses to requests and escalations.
• Persuaded management to upgrade the job title from Supervisor to Manager in 2003 by demonstrating steadfast hands-on team leadership.
• Championed call center quality and consistency by fully documenting the work of each technical associate and creating the most efficient standard operating procedures possible.
• Pioneered HIPAA compliance by building a database that tracked all client requests and responses and taking over processing and routing of the requests, which saved $25,000.
• Played a key role in creating a system that captured categorical metadata from email inquiries and routed inquiries to appropriate groups through a subject matter expert list.
• Developed and implemented an organizational strategy for automating the entire messaging process from inception to transaction, which created a world-class call center.

Customer Technical Service Associate

Responsibilities:

• Developed and refined the center’s Quality Manual into a more user friendly, workable format.
• Maintained content and developed training processes, records retention policies, internal audit processes, good documentation policies and standard operating procedures.

Confidential, Mundelein, Illinois

Customer Account Associate

Responsibilities:

• Developed and launched the Supplier Management Inventory program for the $20 million customer Allegiance Healthcare provided a direct window into their monthly demand.

Confidential, Galesburg, Illinois

Graduate Assistant

Responsibilities:

• Entrusted coaching a three-time All-American defensive end for the college.