SUMMARY:

• Pursuing Scrum Master Certification
• Participant in Product Release Sprint Reviews and client project implementation transitions to support
• Experienced in Conference Engagements - 2016 Confidential Next Level Presenter and Solution Center; 2015 Confidential Regional Group Presenter.
• Experienced Portfolio Services Analyst
• Experienced Program Manager at Confidential Corporate Pharmacy which involves managing new program initiatives and working with vendors in accordance to guidelines necessary to effectively ensure program objectives are met.
• Experienced Project Manager for Operational Excellence Projects for IVR Service Delivery Optimization and other strategic initiatives. Including negotiating a vendor contract for a new Web Service initiative.
• Received a 2011 Confidential SPOT Award (monetary) in recognition of (1) Contribution to increased productivity, efficiency, or quality; (2) Contribution to an important enterprise objective; and (3) Leadership of an important initiative on an Operational Excellence (OE) project

TECHNICAL SKILLS:

MS Office: Excel, Word, Access, PowerPoint, Project, Outlook, OneNote, Visio, SharePoint; Remedy 6.0 Helpdesk & Change Management; Internet Explorer; Active Directory; PC Anywhere; Remote Desktop; SMS Console; IP Management; USPS IT Value Tools; Adobe Acrobat Professional; Avaya CMS Supervisor 14.0; CVent Event Software; PBM Claims processing; Quickbase; WCMS (Web Content Management System); Compuware Changepoint, xml, SaaS Procurement workflow processing, Tableau; Salesforce; JIRA; Confluence, Go To Meeting, HipChat

PROFESSIONAL EXPERIENCE:

Confidential, Morrisville, NC

Customer Success Manager

Responsibilities:

• Regularly attend product software release sprint reviews prior to implementation
• Included in the project implementation team internal and external client transitions to support. This includes new clients and product add-ons.
• Assisted in business requirements gathering on behalf of CSM Team for reporting analytics improvements for the SaaS platform.
• Responsible for customer satisfaction and successful execution of each client account plan pertaining to the Confidential SaaS applications and ERP integrations.
• Creates and executes an account plan for each client in order to identify potential issues and/or opportunities related to the utilization of all Confidential products and services.
• Suggest and apply modifications to client configurations based on agreed upon requirements.
• Maintains awareness and documentation of customer contacts, profile, status, modules, usage activity, and spend volume with Annual Account Reviews (including building and presenting to key client contacts)
• Active participant in the Confidential conference events (includes presenting, building decks, man the solution center and demos)
• Communicate opportunities for account growth, new business, and customer advocate
• Develop and maintain knowledge of client domains in relation to Confidential 's products by assisting with release education and training assessments
• Work proactively with the assigned Account Manager in renewal analysis, potential ROI opportunities, risk assessments, and scoping change orders
• Represented CSM Team for strategic re-alignment of the Professional Services to Support Handoffs
• Assisted CSM Manager in CSM New Hire Process

Confidential, Raleigh, NC

Project Analyst II

Responsibilities:

• Responsible for complete setup and design of a new SharePoint PPM User Community Site (utilizing Bamboo)
• Responsible for complete setup of Portfolio Services SharePoint site for Survey and Training registration for use by BB&T IT Services.
• Responsible for project meeting agenda and minutes for the Resource Demand Management Committee Steering Committee (RDMC SC).
• Part of the PPM workflow for approving planning requests that are prioritized by the Business Value Assessment Committee, reviewed by RDMC SC, and submitting for project creation/assignment.
• Provide daily support to ITPS Vice-President and Vice-President of Business Architecture.
• Continuously assess the project method and participate in improvements to working practices where appropriate.
• Manage small initiatives with limited scope within a project/program/portfolio structure.
• Work with ITPS Team Members on the mitigation of project/program/portfolio level risks and issues.
• Collect and analyze key project data on a weekly basis.
• Ensure that all project-related documents are produced in a timely fashion, kept up to date and made accessible to project/program/portfolio teams, as appropriate.
• Provide monthly reporting to Executive Management and EOG as needed with high-level reporting tables, graphs, petal charts, and various reporting metrics for assessing resource demand capacity evaluation and project status.

Confidential, Durham, NC

Program Manager

Responsibilities:

• Manage vendor relationships for network pharmacies in order to monitor program contracts, ensure that appropriate regulatory and accreditation standards are met. Requiring monthly conference calls and two on-site visits per pharmacy per year to discuss program dynamics.
• Own and make decisions to ensure successful resolution of issues, problems, and changes within the program that do not deter from the program objectives.
• Address daily operational escalations from various internal business areas as needed, including the 13 network pharmacies.
• Establish new processes with other business areas; such as Care Management, Sales, and Customer Service to work collaboratively.
• Provide program metrics from network pharmacies, clinical programs, utilization management, and improvements to program efficiency and effectives to the Corporate Pharmacy Director
• Daily interaction with the Pharmacy Clinical Nurse on drug rates, new drugs that available on the market, and changes to the current formulary.
• Responsible for updating Confidential intranet departmental web site and program information on the internet site.
• Review monthly reports from the network pharmacies to ensure progress of program accomplishments and objectives and modify as needed to attain objectives.
• Develop and work on specialized programs that will benefit current and new members.

Project Manager

Confidential

Responsibilities:

• Project Manager for all Service Delivery Optimization OE Projects and Call Delivery - Center of Excellence Projects.
• Coordinates the overall project plans, tasks, and schedule development and is responsible for ensuring the timely completion of all project deliverables and activities as required to meet project goals.
• Facilitates, documents, and distributes weekly project status meeting and external communication/report and updates the Service Delivery Optimization and Call Delivery Team sites and individual project sites on SharePoint.
• Responsible for status and performance reporting and project communication to the Service Delivery Optimization Manager as needed and by providing daily updates and communication project status via project dashboards
• Collaborates with the team members to test and verify current system performance versus intended outcome, which includes working with QA an UAT testing timelines and Level of Effort (LOE) planning on IVR initiatives.
• Provides documentation support as needed including minutes, status reporting, requirements, business logic, etc. to the team members and also facilitates various project team meetings.
• Assisted with Production testing prior to Go-Live.

Confidential, RTP, NC

Project Coordinator & Learning Management Coordinator

Responsibilities:

• Assist Learning Management System (LMS) Manager as a LMS Coordinator by updating users and assignments, adding training items and linking them to WEB SOPs, creating curriculums, creating quizzes for all national Talecris Plasma Resource sites, perform LMS report analysis, report LMS issues, report website issues, provide ongoing maintenance to training curriculum, create E-Forms, establish curriculum equivalences, and provide other administrative support to LMS Management and TPR Web Developer Manager as needed.
• Responsible for tracking current project developments and assisting project teams as needed by creating meeting agendas, minutes, coordinating on-site user training for software implementations, entering purchase requisitions as needed for project expenses in SAP, communicating w/project stakeholders on project status as needed, and submitting weekly Project Dashboards to the Project Management Office for IS.
• Assisted project manager in implementation kickoffs, weekly status meetings, project team site postings, preparing and entering project plans, tracking, monitoring via MS project to effectively to fulfill the scope of the Project Lifecycle.