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Services Manager Resume

Washington, DC

SUMMARY:

  • Solutions driven PMP, determined to execute complex processes with ease. Experience in business analysis, system & software implementations, professional development, contract management, human resources, developing policy communication & training plans and streamlining processes. Building solid relationships, ensuring quality service and delivering results are my greatest strengths
  • Program/Project Management
  • Process & Procedure Improvements
  • Business Analysis & Requirements Gathering
  • Change & Scope Management
  • Quality Control & Quality Assurance
  • Measurement Strategy Development
  • Contract & Procurement Management
  • Software & System Implementations
  • Compliance/Budget Management
  • Risk Management
  • Communication Management
  • Data Management

PROFESSIONAL EXPERIENCE:

Services Manager

Confidential, Washington, DC

  • On - site senior representative, managing a healthcare services contract for local government client
  • Facilitate stakeholder discussions, to ensure conformity to contractual obligations, requirements and resolve escalated issues
  • Review and analyze regulations to ensure policies and procedures meet national health insurance program policies, HIPPA compliance and contract requirements; recommend process & procedure improvements
  • Oversee contract management, analyzing data/requirements, reviewing modifications, tracking/monitoring contract actions, reconciliation, qualitative and quantitative reporting of ambulance transports, patient charges, payment postings, ensuring accuracy and timeliness of account resolution and reporting to identify and track trends of patient account services

Program Manager

Confidential

  • Managed growing multi-million dollar cross-functional global program (Americas, APAC & EMEIA) with 800+ active participants and 45 subcontractors
  • Led program schedule management, deliverable tracking, forecasting, process and procedure improvements to ensure contract, budget and quality requirements are in scope and compliance
  • Facilitated, analyzed and reported leadership data and research trends to ensure best practice and innovative solutions are continuously integrated into leadership development solutions, utilizing visualization tools, migrating data from previous systems
  • Developed programmatic solutions to meet developmental needs of leaders with succinct business case analyses, measurement strategies, program/status updates, and framework reports for internal/external clients
  • Implemented custom software for coaching, scheduling and tracking; Provided user training virtually and on-site to ensure the effective use of the software and developed best practices
  • Interviewed and trained new employees and subcontractors on program logistics and client culture

Human Resources Specialist

Confidential, Arlington, VA

  • Implemented component company and operations department during startup phase; Coordinated the common use of HRIS (UltiPro) across multiple platforms and the troubleshoot procedures for related applications
  • Led onboarding/offboarding, benefit management, recruiting, compensation, and talent management for small business clients
  • Ensured company policy execution, EEO, ADA and FMLA practices were in compliance
  • Developed human resources strategies and policy management across companies to meet various state regulations
  • Effectively communicated with business architects and consultants to resolve support issues
  • Created and monitored project plans, budgets, and business intelligence reporting
  • Designed and defined requirements to mitigate risk, resolve conflict and practice diplomacy

Operations Specialist

Confidential, Arlington, VA

  • Analyzed human resources and operations data to deliver solutions for benefits, performance management, compensation and talent management
  • Implemented HR systems: ADP and UltiPro and developed the communication and training plan for execution across the organization
  • Developed and implemented polices and procedures to ensure corporate and federal government compliance
  • Facilitated office moves and corporate events to maintain structure and morale
  • Administered security clearance process, including background checks, NISPOM guidelines (National Industrial Security Program Operations Manual), investigations, annual audits

Assistant Supervisor

Confidential, Washington, DC

  • Supported the management of more than 200 staff members, by interpreting and resolving policy issues
  • Recruited, trained, coached, and evaluated a team of 12 employees
  • Planned company events to boost morale and strengthen team building

TECHNICAL SKILLS

Microsoft Office (Outlook, Excel, Word, Project, PowerPoint); Mac for Business (Pages, Numbers, Keynote); Microsoft Project; Tableau (Visualization), UltiPro, ADP, HRIS, Zoho, JIRA, Trello, Slack, Data Management, Project/Program Management, Logistics Management, Procurement, Custom Software Implementations, Outsourcing, Quality Assurance, Forecasting, Earned Value Management (EVM), Agile Methodologies

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