Adept at using Voice of the Customer to exceed client needs, create and drive IT and Ops projects, process improvements, plan redesigns, and program growth through data analysis and cross-team collaboration in heavily regulated Fortune 100 companies. Able to both strategically and tactically problem-solve, recognize opportunities, and take proactive actions to increase profits. Leads award-winning teams, projects, and initiatives that enhance the Enterprise's operational centers and bottom line. Improved business operations and client satisfaction metrics by 11 , reduced repeat calls by 5 , and lowered cost by 1.1M while increasing customer retention, leveraging industry best practices, and strengthening company brand. Helped to launch start-up HMO plan for Sutter Health Plan via Optum's engagement following strict protocols from the Knox Keene License requirements.

Professional Experience

Confidential

Project Manager

• Guiding 3 HP engineering teams and third-party vendors in a 6M Storage Migration project in a highly regulated pharma environment using J J's change management and document retention system - ServiceNow.
• Migrated over 7 petabytes of data to more efficient HP storage arrays at J J's NJ and Belgium Data Centers
• Delivered faster response times and dramatically lowered energy usage by retiring 100 of the committed storage arrays
• Improved process flow and efficiency for documentation and change control approvals by over 300
• Meticulously applied J J protocols for Change Management and Risk Assurance per FDA regulations/guidelines for Data Migration, Documentation Retention, and Tracking
• Exceeded QA and Risk Assurance quality requirements for opening and closing 400 Change Records

Confidential

Senior Consultant Project Lead

• Designed and implemented end-to-end customer service policies procedures, develop business requirements supporting Service operations, including Service Cloud, the core Customer Relationship Management CRM software system and interface, and I3 Call Management System to deliver a competitive service experience for a start-up Knox Keene licensed health plan in CA.
• Optum's Member Services Lead Project Manager Interim Call Center Manager for client Sutter Health Plan's inaugural HMO Payor plan and its multiple lines of business
• Created 14 Standard Operating Process documents and 35 corresponding process flows on schedule
• Managed CRM deployment of Service Cloud with the vendor SalesForce.com
• Implemented IVR scripting and post call survey to ensure ability to meet First Contact Resolution and other Member Satisfaction metrics
• Deployed I3 call management provisioning for Member Contact Center, NurseLine, and Broker Line
• Developed Workflows and User Acceptance Testing UAT protocols for Service Cloud, I3, IVR, Member Satisfaction Surveys, related systems, and procedures for call center staff

Confidential

Manager - Projects Programs -

• Directed operations, strategic projects, programs, and plan initiatives including PPO Calls, EDI and Hard Copy Claims, First Call Resolution using Siebel analytics, Key Client Accounts, Teleworker Program, and Consumer Driven Healthcare, Service Cloud demo for Star/Broker Lines as well as ad hoc projects such as Repeat Call Reduction, Executive Escalations, and Broker Engagement. Managed and reconciled 2.6M annual budget
• Led Enterprise project team creating strategic initiatives that earned national recognition as Most Improved Blue Plan for First Call Resolution FCR and related metrics by increasing results 11
• Coordinated Business Continuity plans and documentation for 30 service departments in 4 locations ensuring operational readiness of over 1,000 in-office and teleworker staff members
• Improved call handling efficiency by over 10 and managed claim payment system migration

Confidential

Implementation and Project Manager

• Led design, strategic planning, and development for order provisioning of Internet Protocol IP Applications. Directed planning, mapping, budget analysis and financial performance of IP products and global call/ support centers. Led all project phases and full life cycles. Authored / brokered project charters, plans, business requirements, and service level agreements between stakeholders, clients, vendors, and sales team including product life cycle / content, user acceptance testing, and all other project and contract deliverables.
• Produced over 9M in revenue through early deployment of initial MarketSite and BuySite customers
• Planned and composed documentation and revenue-tracking processes for start-up entity

Confidential

Project Manager

• Developed and implemented customized IT call center solutions for Credit Accounts Receivable Management to meet departmental goal of reducing over 200M from AT T Consumer Services operating budget
• Trimmed 25M from annual operating budget achieving 6 month ROI for 3 multi-location call center projects: IVR Payment System, Electronic Documents Handbook, and Call Management System
• Project Coordinator Staff Manager Team Leader
• Spearheaded Business Consumer Services BCS Operations, including the management, training, and support of over 100 staff members. Facilitated client reports and audits, managed/reconciled budgets, and drove efficiency through process improvement. Managed and reconciled annual budget of 2.2M.
• Achieved 1.5M in savings in 1998 earning Excellence Award for process improvement through automation of data entry and reconciliation process, eliminated duplicate adjustments by 50 earning Business Services Award for quality improvements, and recouped client contract worth 48M by ramping up data/call center performance, reducing turnaround time, and increasing metrics.
• Recognized opportunity, created and managed 600K project for automation of Data Entry