QUALIFICATIONS

• Excellent written, verbal communication, management and client relationship skills.
• 17 years leading training development teams including curriculum development, quality change management initiatives and developing reporting dashboards to track, trend and forecast client service level agreements.
• 17 years technical writing with test package development for new system implementations and upgrades.
• Strong project management skills and technical background with ability to investigate and define issues, analyze and interpret workflow and apply plan solutions, processes and corporate policies.
• Implementation Lead on system conversions, upgrades and new application roll outs.
• Ability to work independently or with a team and manage multiple tasks and meet deadlines without direction.

SKILLS HIGHLIGHT

Technical

• Power user of Word, Excel, Visio, Adobe Acrobat, Microsoft Project, Microsoft Project Server, FrontPage, PowerPoint, HTML, JavaScript, Lotus Notes, GroupWise, Outlook, Access, Crystal Enterprise, GoToMeeting, Paetec, SnagIt, ServiceCenter Client, Visual SourceSafe, Test Director Mercury Quality Center, SharePoint.
• Can easily learn new processes, systems and products.
• Benefit, Business System Analysis. Gap Root Cause Analysis.
• Liaison between programmers and end users.
• Client interface during initial start-up phases, conversions, enrollment periods, etc.
• Certified ISO9001:2000 Internal Quality Auditor.

Training

• Project Team Lead, Training Manager, Trainer, Coordination and Development.
• Technical Writer. Curriculum Developer. Instructional Design.

Management

• Project Management. Knowledge Management. Change Management. Implementation Management.
• Willingness to dedicate time necessary to accomplish desired results.
• Ability to manage 50 employees in multiple locations.

PROFESSIONAL HIGHLIGHTS

Consultant / Training Project Lead

Confidential

• Training Project Lead responsible for the development and implementation of a comprehensive Corporate Training Program supporting a new system rollout for a Third Party Health Insurance Administrator of approximately 400 employees.
• Manage a cross-functional team of 15.

Consultant / Training Development

Confidential

• Responsible for Training Coordination Development for 1,000 Mental Health Providers both NY State employees and Not for Profit Agencies throughout NY State on state mandated OMH application.
• Review system upgrades, modifications and migrations to identify areas where updates to existing documents are required or if new documentation is necessary both hardcopy and electronic .
• Application testing, unit reporting and helpdesk back up.
• Communicate with business owners for any updates/changes to Programs.

Consultant / Systems Analyst Project Manager

Confidential

• Project Manager for implementation of Captaris - Alchemy application for in-house data imaging and electronic medical records.
• Project Manager for GEAC-SmartStream system finance application upgrade.
• Project Manager for PTS Patient Transport System rollout for 25 departments.
• Project Manager for Infant Abduction System upgrade.
• Project Manager for system conversion from Crystal Enterprise 10 to Business Objects XI.

Consultant / Project Training Manager

Confidential

• Develop and implement a comprehensive training initiative for 1,000 end users for new application roll out.
• Lead teams in building prototypes and developing Business Use Cases to facilitate the creation of Participant and Leader Guides.
• Project Manager for two teams of super users and business analysts using gap analysis methodologies to build unit wide procedures which incorporate existing and new business processes based on roll out of new application.

Quality Assurance Auditor / Training

Confidential

• Build and oversee Quality Training Program for 70 clients for electronic medical record disability management system.
• Review client process flows and identify improvements and new processes.
• Work with senior management to establish companywide guidelines for meeting Performance Guarantees and SLAs Service Level Agreements , including developing reporting dashboard for phone statistics and staffing analysis.
• Develop Quality Assurance Process data set for each product line and review over 70 client databases for accuracy.

Knowledge Analyst / Training Manager

Confidential

• Knowledge Center Support for 3 call centers responsible for developing training curriculum based on Medicaid Medicare Part D operational documentation for multiple applications.
• Communicate with business analysts, developers, product managers, vendors, etc. to assess, develop, understand and document processes and technical content.
• Develop and implement a comprehensive organizational Change Management plan both standard and emergency Change Control processes required to drive changes that impact scripts new and revised documentation. Routing of documentation through review and approval processes.
• Coordinate with system analyst to integrate knowledge database with the PEGA CRM Customer Relationship Management system which ensures a seamless, rules based application for end users that merges with existing and new work processes.

Manager

Confidential

• Open new office in Albany area which includes purchasing, budgets, installation of all hardware and software, installation of phone system, hiring and training of new employees.
• Responsible for the supervision of 50 employees in 2 call centers.
• Benefits Manager / Asst. Payroll Manager Confidential Participate in implementing HR system conversion from ADP to Lawson software including employee electronic medical record capture for both HR and Payroll.
• Responsible for implementing and administering benefits package for 1,000 employees. Package includes medical, dental, vision, workers' compensation, disability, 401 k , pension, life, COBRA.

Systems Analyst / Trainer

Confidential

• Implementation Lead for all hospital contracts, DMO product and non-physician contracts.
• Curriculum development for Marketing Department on implementing new Employer Groups as well as train marketing staff on new procedures.
• Systems liaison for Vermont Managed Care a Preferred Provider Organization and the state of Vermont.
• Build and maintain benefits modules for first pass claims processing.
• Develop and submit system enhancements as well as testing packages for new modifications. Create written procedures and train end users.

Regional Trainer

Confidential

• Formulate, prepare and maintain in-depth training program for 500 employees on all CRM and claim payment systems, all sub-systems which interface with medical claims and all specialized training IE: Medicare, COB, Technical Guidelines, Medicaid, etc. .
• Establish companywide guidelines for medical claim paying procedures.