Customer Service Project Manager

SUSAN J. OBERG, PMP

**** ***** ****** ***, *******, Georgia 30041

678-***-**** Cell

******@*********.***

A talented and accomplished professional with proven ability to lead

enterprise-wide business intelligence, data warehousing, data integration

initiatives/teams, in financial services and healthcare industries.

Additional experience includes project management, data migration, data

quality, reporting, budgeting, and strategic financial analysis. Excellent

problem-solving and leadership skills.

ACCOMPLISHMENTS

. Directed the implementation of a data warehouse in 45 days to facilitate

corporate reporting needs at Wells Real Estate Funds. Established a

business intelligence function including user training, standard reports,

and data dictionary.

. Lead a mission critical migration of 19 years of legacy investor

accounting data (approximately 1 million rows) to a custom Oracle

application integrated with our Customer Relationship Management System

(Siebel) at Wells Real Estate Funds. The conversion was an organized,

repeatable process, which was completed in 12 hours and increased the

user acceptance window. Reduced legacy data quality issues by 95%.

. Developed automated processes to transmit monthly and quarterly investor

account information electronically to external parties, which resulted in

an annual cost savings of $1 million, improved data quality and increased

customer service for Wells Real Estate Funds.

. Managed the development and on-going support of the nightly data

transformation for e-Business Portal, which provides a wealth of

information to broker dealers and financial advisors. The e-Business

Portal has reduced customer service calls by 15% and increased sales

volume.

. Selected to be a co-leader of the Informatica Users Group for the Atlanta

Chapter.

. Presented data integration strategies at the East Coast Gartner Mid Size

Enterprise Summit on behalf of Informatica Corporation.

. Supervised a staff of 18, which included 11 decision support analysts and

7 COBOL programmers that supported 350 users of a 2 terabyte enterprise

data warehouse at Blue Cross Blue Shield of Georgia.

. President Award Winner for participating in the development of the

Medical Trend Report. The project required gaining consensus on the

business requirements and data definitions from a cross functional task

force of senior management and implementing them in 60 days. This

project was the development of the first corporate report/application

from the Enterprise Data Warehouse.

. Presented the lifecycle of the Medical Trend Report Cube project at the

Cognos Users Conference as well as at Cognos' Customer Technical Update

in Atlanta.

. Successfully implemented the CRMS (Clinical Resource Management System)

Data Mart using HBOC products for HEDIS reporting. The project involved

project management, gathering requirements, and managing the resources to

meet the project plan as well as the customer's expectations.

Accountable for software deployment, presentations to management, initial

tool training, and end user support.

JOB HISTORY

5/2001-present Wells Real Estate Funds, Atlanta, Georgia

11/2006 - present Finance, Senior Division Controller, Responsible for

analyzing corporate data to provide recommendations to

Executive Committee for business growth and cost

containment opportunities. Work closely with Chief of

Information Technology and Chief of Human Resources for all

financial related operating objectives, including budgets,

capital plans, and quarterly management reports.

Implemented a standard corporate financial reporting system

using TM1. Maintain 3 year forecast model.

5/2001-11/2006 Information Technology, Enterprise Data Warehouse

Director, Responsible for developing and supporting the

enterprise's data warehouse, data integration, and business

intelligence needs, as well as campaign management.

Developed an enterprise data architecture, data warehouse,

and business intelligence function to facilitate nationwide

corporate reporting. Managed the implementation of an

executive dashboard using Informatica's PowerAnalyzer

product. Created a process to reduce data quality issues.

Responsible for developing and maintaining relationships

with business partners.

6/1994-5/2001 BlueCross BlueShield of Georgia, Atlanta, Georgia

3/2000-5/2001 Medical Information Systems, Supervisor Corporate Decision

Support, Responsible for managing the activities of

Enterprise Data Warehouse Decision Support and Corporate

Government teams. Managed the certification and deployment

of user reports, training of end users on business

intelligence tools (Cognos) and corporate data, development

of financial applications, metadata management, mentoring

users, data quality, project management, performance

appraisals, hiring decisions, and budgeting activities.

Responsible for a team that developed and supported legal,

audit, and fraud and abuse databases. Supported NMIS

reporting.

2/1998-3/2000 Medical Information Systems, Information Engineer,

Supported local market managers in medical analysis using

information from Enterprise Data Warehouse. Implemented

the CRMS data mart as well as the Finance Data Mart.

Developed Medical Trend Report and Cube using Cognos'

Transformer and PowerPlay products.

6/1994-2/1998 Finance, Business Analyst, Developed annual budgets,

monthly financial analysis, medical expense analysis, and

member of the Rome Reimbursement Committee. Developed and

maintained combined company forecasting model.

5/1993-6/1994 Confederation Administration Services, Inc., (CASI)

Atlanta, Georgia

Managed Care Operations, Pricing Team Leader, Responsible

for providing competitive fees for all managed care

products and services, sound risk evaluation of prospective

clients, pricing and actuarial modeling for CASI's product-

line nationwide. Increased efficiency through strategic

planning and automation, and achieving revenue objectives.

Supervised a staff of three.

6/1986-5/1992 Travelers Insurance Companies, Hartford, Connecticut

Finance and Actuarial Division

2/1990-5/1992 Senior Financial Analyst, Analyzed small group

policyholder experience to determine future rating actions,

evaluated experience information for management and

policyholder reports, and created and maintained APL

programs for renewal process.

6/1988-2/1990 Financial Analyst, Developed reserves and financial income

statements for Travelers Consolidated Companies, determined

adequate level of reserves by evaluating loss ratio

analysis and assessing claim liability.

6/1986-6/1988 Assistant Statistical Analyst, Responsible for quarterly

update of dental area factors and Reasonable and Customary

Guidelines, developed dental benefit schedules, and

provided standard dental statistical reports, and PPO

savings reports.

SPECIAL SKILLS

Certified Project Manager, TM1, Salesforce.com, Siebel, Proficient in

Informatica PowerCenter 5.1 and 7.1.1, Informatica PowerAnalyzer 4.1.1,

TOAD, Oracle Discoverer, Cognos Suite of products including version 6.0

Impromptu and 6.6 of PowerPlay, IWR, and PPES. Attended the 2003

Informatica World Users Conference, the 2000 Data Warehouse Conference and

the 2000 and 1999 Cognos Users Conference. Experience with Business

Objects.

EDUCATION

B.A., Economics-Mathematics, Colby College, Waterville, Maine

Masters level study in Finance at University of Hartford, Hartford,

Connecticut

HIAA and LOMA Exams

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