Summary:

• A project manager with the proven ability to align team performance outcomes with stated business objectives resulting in the delivery of consistent stakeholder value in a diverse range of industry settings.
• Areas of expertise include requirements definition and traceability; internet/intranet architecture; systems development lifecycle; project management lifecycle and financial controls.
• Key strengths are strong analytical skills, the ability to solve complex problems and a decisive leadership style.

TECHNICAL SKILLS:

• Continuous Process Improvement
• Business Process Reengineering
• Visio
• MS Project
• MS Office
• MS Windows
• MS SharePoint
• Search Engine Optimization
• Learning Management Systems
• Speech Based IVR
• PEGA/PRPC
• Websphere Application Server
• Siebel CRM Business Analyst I and II
• SQL Server
• .NET, IIS

PROFESSIONAL EXPERIENCE:

Sr. Project Manager

Confidential, IRVINE, CA

Responsibilities:

• Responsibilities include leading Prior Authorization application enhancement initiatives to support year - over-year regulatory changes and large scale multi-year client integrations. Additional duties include vendor and statement of work management to ensure project scope and budgetary compliance are achieved. Prepared SDLC governance artifacts to meet SOX requirements and achieve overall requirements traceability. Prepared cost/benefit analysis to evaluate project feasibility and validated the approved scope of work against internal rate of return benchmarks.
• Developing resource estimation and forecasting plans for project and program level budgetary guidance
• Provide consulting services, e.g., advice and recommendations, to senior management concerning system scalability and operational impact.
• Initiation, planning and execution of business operations and IT capital projects
• 2016 capital budget accountability across three principal workstreams totaling 5-million dollars

IT Application Development Lead

Confidential

Responsibilities:

• Application lead during complex data center and application migration work stream in support of a large IT integration initiative. Additional duties include vendor and statement of work management to ensure scope, system delivery and budgetary compliance. Prepared SDLC governance artifacts and additionally ensured SOX compliance, controls and traceability. Prepared cost/benefit estimates to evaluate project feasibility against internal rate of return benchmarks.
• Managed datacenter and application migration activities including impact analysis, risk identification, performance testing, post - migration checkout and management level status reporting.
• Planned and executed IT development and infrastructure projects during delivery of new applications and enhancements to existing applications.
• Service Level Owner for external portals (Consumer, Client and Prescriber) and Pega BPM applications ensuring system availability 24 x 7 x 365 based on service level agreement and vital business functions
• Managed high priority incidents using ITSM framework and coordinated change related system downtime
• Effectively engaged with application owners and business stakeholders to prioritize break/fix tickets and initiate project requests.
• Managed onshore and offshore service resources to ensure team performance metrics contributing to high system availability and application stability within targeted application uptime commitments.

Project Manager

Confidential

Responsibilities:

• Responsibilities include leading Medicare related initiatives including member materials and fulfillment, Service Level Management for globally sourced Business Process Outsource contract (Call Center; Membership Accounting; and Order Entry), Medicare Modernization (MMA) and Healthcare Reform related projects.
• Knowledge of CMS Medicare Part D regulations, regulatory guidance and program adherence
• Evaluated monthly service level management to assure contract compliance by the Business Process Outsource vendor.
• Developed business continuity and resumption plan for inbound member service call centers.

Project Manager

Confidential, CHATSWORTH, CA

Responsibilities:

• Responsibilities included supporting Enterprise Contact Center initiatives through project analysis and requirements development. Primary focus area was deployment of Siebel call center and the Nuance Speech based IVR in the Home Loans line of business. Management responsibilities: direct supervision of 2 business analysts and indirect supervision of project teams ranging in size from 10 to 20 FTE’s.
• Managed the business requirements and JAD sessions for Siebel Business Analytics for Home Loans, Online Banking and Consumer Direct channels from project charter to hand-off of business requirements to the technical analysts
• Analyzed functional gaps between Siebel and integration points with the existing loan servicing platform infrastructure (Fidelity, Hogan, etc.)
• Negotiated software purchase agreements and managed vendor performance.
• Managed and maintained project documentation for multiple projects to assure compliance with SDLC and internal project management methodologies.

Project Manager

Confidential, ANAHEIM, CA

Responsibilities:

• As project manager for the web channel, a large and complex initiative, I managed the activities of information architects, content owners and technical teams responsible for Confidential. This role also involved designing the integration points between this product portal the Oracle back-office to enable transaction processing, batch control and billing reconciliation. Management responsibilities: direct supervision of vendor personnel including 2 business analysts and 1 information architect.
• Led the redesign team - a cross functional of subject matter experts and product owners responsible for creation, re-launch and end-to-end lifecycle management.
• Identified client and stakeholder requirements during JAD sessions with marketing, sales and product development.
• Developed reports and tracked site performance statistics by product family and campaign type to analyze usage trends.
• Used Interwoven workflow engine to create document management rules based repositories.

Business Process Manager

Confidential, SANTA ANA, CA

Responsibilities:

• Responsibilities included supervising information designers, technical trainers and business process analysts supporting inbound customer contact centers in Arizona, California and Colorado (7.5-million annual inbound calls) operating region. Management responsibilities: direct supervision of 2 business analysts and indirect supervision of 20 vendor personnel providing out-source call center staffing.
• Managed training design and requirements gathering in support of the enterprise-wide service metrics for CRM systems as part of a broad-based initiative creating common standards, methods and processes for three operating locations.
• Led internal process consulting team responsible for policy and procedure design, multi-site systems integration and use acceptance activities, resulting in streamlined workflow and simplified business rules.

Project Manager

Confidential, ORANGE, CA

Responsibilities:

• Responsibilities included hiring and supervision of information designers, programmers and project coordinators supporting the Allen, TX; Orange, CA; and Schaumburg, IL locations. Management responsibilities: direct supervision of 2 business analysts, 1 web programmer and 1 content author.
• Managed all aspects of project initiation, planning and execution. Including vendor selection, budget, requirements definition and application design.
• Managed user acceptance testing in multi-technology .NET and Lotus Domino environment.
• Implemented Lotus Notes document database for UAT test plans, results and traceability matrices.

Project Manager / Sr. Systems Analyst

Confidential, IRVINE, CA

Responsibilities:

• Responsibilities included imaging workflow design; project documentation; managing project deliverables; and, enabling end-user adoption
• Designed and optimized input queues for workers compensation claims imaging system at headquarters and 30-remote scanning locations. This resulted in improved claims processing capacity along with the ability to capture bill images and claims history for data warehouse capability
• Successfully negotiated the contract for system components and project deliverables resulting in on time and within budget completion of the system
• Collaborated with the business stakeholders to define operating metrics, associate performance goals and conducted the gap analysis between ‘current-state’ skills and needed ‘future-state’ skills resulting in successful end-user adoption
• Created OCR data correction queue rules
• Working knowledge of medical claims bill review ICD-9, HCFA and UB formats

Team Lead

Confidential, CERRITOS, CA

Responsibilities:

• Management responsibilities included supervision of 2 business systems analysts, 2 data analysts and 2 intranet developers while leading an intranet and call center technology team supporting a 400-seat Call Center taking 3,000,000 annual inbound calls.
• Managed content development and information design for the knowledge management portal used by 400 seat inbound member services call center resulting in faster transaction processing capability and enabled agent productivity because of e-learning implementation.
• Facilitated JAD sessions and reduced systems development cycle time by validating/gaining stakeholder acceptance throughout the design effort.