PROFESSIONAL SUMMARY

Client Service Program Management/Project Management/Account Management Professional, ITIL Foundations V3 Certified with 15+ years in positions of increased responsibility for organizations involved in cutting edge technology; experienced in providing project management and client management expertise for multi-site operations. Experience includes telecommunication, health care, and software development. Logical and task-focused; able to coordinate with a variety of departments, teams, and customers to achieve mutual goals and objectives. Areas of expertise include:

• Project Management
• Client Governance
• Account Management
• Process Improvement
• Contract Management
• Service Continuity Management
• Incident Management
• Financial Management
• Risk Management
• Leadership and team building

EXPERIENCE

Confidential, San Francisco, CA 2011-2012
Service Program Manager
Service Program Manager of several Fortune 500 Global accounts. Led teams of four to six resources in different departments who were responsible for orders, installations, implementations, service continuity, incident management, risk management and financial management. Performed impact assessments, project scheduling resolving and tracking issues according to contractual terms, service level agreements and operating level agreements.

• Acted as single point of contact for five Fortune 500 Global business clients with over $5 million in annual recurring revenue.
• Responsible for bringing in additional revenue in excess of $3.5 million for additional products and services sold to clients.
• Performed as a Director level escalation point for customers with service impacting issues.
• Coordinated resources and managed voice and data installation projects around the world, including VOIP, TDM, MPLS, and data services.
• Conducted and presented monthly and quarterly service reviews to ensure proper service delivery, billing, and credit application.
• Maintained ongoing Service Improvement Plans for key performance metrics at risk.
• Developed Global risk mitigation strategies for client services.
• Created new onboarding template and documents for the new Service Program Manger onboarding process.
• Improved client satisfaction by standardizing reporting formats.

Confidential, San Francisco, CA 2010-2011 Director Client Management
Responsible for the development and execution of a Payer client strategic medical implant plan that delivered measurable value to the assigned client and/or assigned region of a National Payer client. Payer clients included WellPoint National, Anthem, Aetna, Blue Shield of CA, Humana, and Cigna.

• Managed clients with a net revenue of ~$10-$20M in annual medical implant spend in the AMQ program.
• Acted as the primary company representative for market-level contacts, and managed relationships with the payer at the market level.
• Directed cross functional teams in the development and execution of strategic business plans and project plans.
• Developed initial implementation plans for specific clients and/or market and set specific targets with client and Access MediQuip teams in collaboration with payer client’s network managers.
• Managed the implementations in collaboration with Network Management, Client Services and Operations teams to ensure the implementation processes were effective and issues were resolved on a timely basis.
• Created standardized reporting of market trends to upper level management to support goal-setting and business development.
• Standardized all status reporting from the project level up to the executive/board level.
• Developed Project Management process improvement protocols and documents including; project charter protocol, project charter template, risk management matrix, risk management log, task responsibility matrix, project team roles list, work breakdown structure template, responsibility assignment matrix template, lessons learned template and training plan templates.

Confidential, San Francisco, CA 2008-2010
Project Manager
Performed as the Project Manager for several Regional Strategy Projects. Liaised with vendor representatives, internal business analysts, internal development teams, IT team, testing team and various SME’s to facilitate deliverables and meet deadlines on each project. Authored business cases to define project scope, costs and benefits. Facilitated weekly meetings with appropriate teams for updates on project deliverables and issues.

• Developed a new process used to track Dialysis OON usage which ultimately lead to the region exceeding the target savings by $3 million.
• Negotiated contracts with vendors for several key projects.
• Performed as the contract manager for several vendor contracts to ensure contractual terms were being met.
• Performed as the Project Manager for several Regional Strategy Projects including Radiology Soft Channeling, Laboratory Soft Channeling, Dialysis OON, CalPERS Redirection project, ASC Channeling/ASC OON and Claims Logic Processing projects.

Confidential, Redwood Shores, CA 2007-2008

• Established new major accounts with Blue Shield CA, Kaiser Permanente, Kaiser Permanente North West, Sephora, Williams Sonoma, Autonomy, Fiber Tower and others.
• Created checklist guide for candidates and employers for best interview practices, professional conduct and etiquette.
• Developed a process for candidate and employee tracking
• Established training for the new process for the sales and recruiting teams.

Confidential,San Francisco, CA 2006-2007

Responsible for establishing new accounts on a monthly basis. Liaise with hiring managers from major accounts as well as new business accounts. Provided top tier customer support to all current and new clients.

• Established new major accounts with Wells Fargo, Bank of America, and others.

Confidential,Fremont, CA 2003-2006
Account Manager/Project Manager
Managed software implementation projects for major accounts including WellPoint, Kaiser Permanente, Kaiser North West, Kaiser Georgia, Sutter, Mutual of Omaha and Harrah’s.

• Managed implementation project for WellPoint resulting in a savings for the client over $4.5M annually.
• Acted as the lead on partnership integration project and successfully integrated our product offering with a key strategic partner resulting in additional business revenue of $5M in the first year and $8M in the next year.

Confidential, San Francisco, CA 2001-2003
Director Technology Support
Managed international technical support staff in local and remote offices. Managed daily customer service operations. Leveraged web-based help databases, employee performance metrics, and employee training to drive continual improvement of customer satisfaction levels.

• Developed incident management and escalation procedures.
• Designed automatic maintenance notification system.
• Negotiated and managed maintenance contracts with an annual revenue stream of $6.5M.
• Drove the project that opened the web-based systems allowing customers to search knowledge base, download updates and enter tickets directly into the technical support system reducing technical support calls by 80% and reduced open issues by 75%.
• Increased customer satisfaction by implementing critical account meetings and established call response guidelines.

EDUCATION

BA