Summary

• Skilled Project Management Professional with the ability to lead multiple high-impact projects to success
• Certified Six Sigma Black Belt
• Extensive knowledge in managing diverse and remote project teams
• Solid background in system and process reengineering, documentation training
• Proficient in MS Office Suite, MS Publisher, Visio and MS Project

Experience

Confidential

The largest health insurer in Confidential designing and managing health care benefit plans that meet the needs of today's individuals, families and employers

Confidential

Project Manager

• Project manage the construct of Confidential products at third-party vendor to ensure accurate and seamless integration with the vendor's customer-facing web interface
• Project manage the creation of member-facing and employer group-facing Confidential collateral material from idea through, planning and implementation
• Work cross-functionally with Federal Business, Medicare Medicaid Communications and Sales to develop and deliver group member-facing communications related to enrollment and health care reform

Confidential

• Industry leader in 50 off consumer savings and merchant promotions, best known for the Entertainment Book

Confidential

Project Manager

• Led multiple sales operations projects from idea through planning, implementation and results analysis
• Worked cross-functionally with Marketing, Finance, Product Configuration, Logistics and IT to develop and deliver viable programs, products and services for education-based, sports-focused and corporate consumers
• Defined and directed user acceptance testing of new variable data print interface and CRM systems
• Directed the development of system test case scenarios and tracked individual rep proficiency against test plan
• Developed training plan to provide newly hired sales reps with an improved orientation experience and solid knowledge base prior to going into the field
• Managed team of two Regional Operations Managers in support of a national sales team of 40 sales representatives with a 10 million annual revenue goal ensuring all KPIs were audited and met
• Conducted monthly business reviews to assess the effectiveness of operations support on sales activation, customer retention and revenue collection efforts
• Collaborated with Marketing Communications to develop sales and collateral materials
• Assisted in the design and definition of sales compensation plans based on the consideration of costs of goods, and potential gross revenue
• Worked closely with traditional and non-traditional external corporate partners to ensure full adoption of sales initiatives and mutual program success

Confidential

Project Manager

• Managed operations support for sales team of 25-30 representatives in the North Central Region the largest and most profitable region in the company.
• Managed the launch of specialized call campaigns geared towards top accounts within the customer base equaling revenue of more than 2 million
• Acted as a SME for all systems and technical processes for team of 15-30 field sales representatives
• Trained new-hire and existing employees on CRM and web-based account management
• Gathered requirements for new CRM system implementation

Confidential

Call Center/ Sales Operations Manager

• Provided project management support of outbound sales call campaigns to cold warm leads and the inbound sales and support of existing customers
• Facilitated campaign evaluation meetings to assess risks associated with upcoming campaigns and measured success of past campaigns

Confidential

• Tier 1 2 producer of interior and exterior automotive coatings

Confidential

Customer Service Operations Manager

• Managed activities and results of a B2B order/customer service team in a manufacturing environment

Confidential

• Provider of alternative telecommunication and data services via a direct sales model.

Confidential

Operations Manager

• Oversaw 3 teams of service representatives supporting the order entry and provisioning of local, long distance, DSL and residential energy work orders
• Improved problem resolution of long distance provisioning team from 100 days to less than 3 business days within 2 months of setting new standards of productivity
• Developed and documented new procedures for interface with carriers, local exchange carriers and utilities

Confidential

• Provider of global IP-based convergent broadband, voice, data and multimedia communication services

Confidential

Project Manager

• Managed the efforts of multiple departments to successfully launch capacity services, including wavelengths and collocation services within the project management framework
• Provided project management direction for the implementation of a 20 million global broadband network infrastructure
• Created a collaborative environment with project stakeholders from diverse countries and cultures to ensure open and effective communication

Confidential

Process Manager

• Analyzed, defined and documented life-cycle processes of new and existing Carrier Services products, including order forms, instructions, process flows and methods procedures
• Measured the effectiveness of processes and analyzed process breakdowns
• Performed gap analysis and created gap resolution plans.