SUMMARY:

• Results oriented, analytical Project Manager with a demonstrated ability to skillfully resolve complex issues with professionalism and strong focus on both customers and deliverables. Relationship builder at all professional levels. Proficient communicator and presenter.
• Trained, developed, evaluated, managed and coached over 300 associate employees for Residential Sales Service and Collections.
• Tested new software tactical sales tool and s for software designers and quality control, leading to improvements in sales tool software used throughout East Sales Region. Provided software updates testing and evaluation
• Managed course s, monitored staff and administered testing during which 100% of all graduating students achieved an average of 92% or better proficiency and maintained 90% or better proficiency on the job.
• Developed courseware as needed as well as communicated courseware updates and corrections for courseware developer.
• Project Management

TECHNICAL SKILLS:

Microsoft Office Suite including W ord, Excel, Power Point, Access, Outlook, Accela Database, Cerner Behavioral Health, SharePoint, Insite Financials, SQL Server Querying, Lotus Notes, Peoplesoft, Iobi Conferencing, Webinar, Lync, V arious City of Va. Beach Software, ConnectWise.

PROFESSIONAL EXPERIENCE:

Confidential, Virginia Beach, VA.

Project Manager

Responsibilities:

• Manage technology projects for customers by managing the cost, time, and scope constraints. The primary duties include creating and maintaining a project plan that communicates tasks, milestone dates, status, resource allocation, and financial status.
• Develop project resources, goals, budgets and schedules; identify resources needed and measure results in ConnectWise.
• Organize and manage all phases of the project to ensure on - time completion with budgetary requirement.
• Confirm product ordering with Purchasing for projects as well as other requirements (gear, lifts, scaffolds, etc.)
• Ensure all project documentation is included in each project and manage scheduling from pre install to completion.
• Communicate to customers: scheduling of the projects, keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Conduct pre engineering visits and quality assurance visits upon project completion.

Confidential, Virginia Beach, VA

Business Application Analyst

Responsibilities:

• Provide business application support for the Quality Assurance Division.
• Manage, Supervise and Train the Technology Team Help Desk. System Administrator.
• Provide technical solutions to accommodate departmental functions, processes and state reporting requirements.
• Manage the Enterprise Electronic Health (EHR) record system supporting over five hundred users providing technical, administrative and reporting solutions including client chart reviews for Quality Assurance corrections.
• Excel in day to day operations and management of a data driven environment creating custom reports, databases, workflows and technical documentation.
• Set up System access for users as well as Active Directory Network access.
• Maintain and improve user account procurement processes accomplishing accountability, audit trails and tighter access controls through technical solutions.
• Provide software update testing and evaluation. Coordinate system wide software issues and updates with the Enterprise EHR system communicating with our vendor Cerner, management and system users.

Administrative Analyst

Confidential

Responsibilities:

• Managed four Office Assistants ensuring all daily Code Enforcement Division work for 21 inspectors was completed accurately and timely.
• Assisted all members of the Code Enforcement Division and Section 8 inspection staff and inspection team supervisors resolving database issues, computer hardware and software issues as well as handling scheduling needs.
• Designed and conducted Code Enforcement staff maintaining Accela system materials while conducting all database user acceptance testing for Code Enforcement.
• Worked with Geographical Information System Mapping (GIS) Web Infrastructure Project to specify and test new script automation, new reporting, GIS integration and other system components within Accela to accommodate growing business needs.
• Implemented and managed lien collections on all code enforcement property liens. Over $500,000 of back revenue collected and continuing collections.
• Conducted all departmental ordering as required using the City of Virginia Beach issued Procard, in addition to ordering and preparing budget reports and updates; assisting with monitoring and processing of the Division’s capital and operating budget.
• Promoted our quality government organization as a member of the Professional Support Development Team (PSDT). Worked with the
• Marketing Team to organize the annual professional support conference hosting approximately 150 professionals.

Confidential, Virginia Beach, VA

Loan Services Consultant

Responsibilities:

• Created individual solutions to meet customer's needs for payment of automobiles while protecting company collateral, reducing delinquency and net charge offs.
• Rankings exceeded expectations.
• Processed insurance checks after reviewing insurance estimates compared to the final invoices for payments related to accident repairs.
• Assisted Operations Department with organizing and filing loan contracts and related paperwork.

Confidential, Virginia Beach, VA

Billing & Collections Analyst

Responsibilities:

• Managed lead role investigating and analyzing issues related to billing adjustments, non-billable account issues, purchase accounts receivables and uncollectible write offs of bad debt for carrier, and affiliate charges for end user customer bills for all East/West regions.
• Handled and managed IT referrals for system application issues from end-to-end, engaged in discussions with I T , opened referrals once issues were uncovered to validating and closing referrals once issues were resolved. Improved the number of referrals validated and closed in 60 days or less from 85% to 93%.
• Facilitated meetings and conducted as needed via Sametime Meeting, Iobi Conferencing or Webinar to relay updates to staff and for management of projects.
• Analyzed large volumes of customer billing data from cradle to grave seeking resolutions related to billing and adjustment issues while providing up to date reporting to senior management.
• Implemented a Lotus Notes database that provided cost savings of approximately $170,000 annually and improved efficiency and productivity of staff.
• Managed multiple projects to improve collection processes and notification to contracted clients while improving revenue stream while providing all levels of reporting to Senior Management.

Assistant Manager

Confidential

Responsibilities:

• Coordinated and provided guidance for Virginia Beach Collection Center supervising all aspects of collections accounting, payroll, scheduling and labor relations for 110 associates and five management personnel.
• Handled all payroll questions and ensured clerical staff coded payroll accurately ensuring all labor and corporate guidelines were followed as well as critical and sensitive personal information protected.
• Managed Force and Load staffing requirements for on line vs. off line times for local call center to ensure State Regulatory guidelines were met.
• Held lead role as records coordinator maintaining all Human Resource personnel, medical, payroll files and transmittals for employees in local office as well as two additional collection centers in the Potomac Region, including Family Medical Leave and disability paperwork while maintaining company attendance requirements.
• Worked with Human Resources and local CW A union providing guidance for all departmental/divisional human resources matters.
• Assisted Team Leaders with call studies as well as coaching and development to meet Collection Center efficiency and regulatory requirements for 110 associates.
• Created correspondence, materials and reports as needed daily.