Project Manager Customer Service

Business Analyst/ Project Manager

Qualifications Summary

Seasoned and accomplished professional with 20 years of increasingly

responsible management responsibilities, including planning, decision

making, problem solving, motivational, and client service management;

interested to pursue business analyst or project manager position within an

industry that recognizes and promotes continuous career development.

Background includes providing expertise in successful project planning

within fast-paced industries. Versatile and innovative with the ability to

see the "big picture" while staying on top of all details. Exemplified

effectiveness in multitasking within fiercely competitive and challenging

work environment.

> Adept at assuring all targets set forth on projects are met based on

specifications, and quality standards.

> Analytical in identifying problems and rapidly implementing solutions.

> Highly organized in prioritizing work; consistently met and exceeded

customer expectations and contract specifications.

> Able to maximize staff productivity and performance with extensive

interaction with employees, supervisors, and vendors for business

growth and expansion.

Career Highlights

> Effectively gathered and analyzed requirements to ensure compliance

with client's specifications in creating system.

> Acquired necessary development approval through generation of a

general system design document that outlined use cases for an

architectural review board's scrutiny

> Leveraged strategic thinking skills in devising a conversion plan for

converting interim data collection into the new system; a system test

plan; and UAT scenarios

> Created and implemented user guides in order to formulate dynamic

training plan, which was utilized in training sessions organization-

wide

> Provided key input in the construction of a detailed system design;

performed gap analysis

> Developed and provided presentation of bi-weekly status reports to BIT

and DTPC

Professional Experience

Comsys, Rancho Cordova, CA

Contractor 2010-Present

> Collection and organization of business requirements and system design

for authorization auto adjudication business rules, including, but not

limited to creation of Visio process flows and table creation.

> Project/contract:

Health Net TRICARE Contract (2010-2011)

r Designed and developed the auto adjudication rules for authorizations

in their new system that allowed more authorizations to be auto

adjudicated through carefully designed business rules. The rules

allow the system to stop specific types of authorizations for manual

review as defined in the business rules.

r Designed a web application to interface with main system for entry,

maintenance and reporting of information required to support core

adjudication rules.

Momentum, Inc., Camp Hill, PA

Contractor 2008-2010

> Proactively engage in managing three consecutive contract terms with the

Department of Health Bureau of Information Technology (BIT) division,

from initiation to completion of two projects.

> In charge of collecting and organizing business requirements, including,

but not limited to documenting scope, creating use cases, flowcharts, and

UAT scenarios; as well as providing direct leadership on system testing,

JAD sessions, user guides, and training courses.

> Projects/ contracts handled include:

Tobacco Reduction, Education and Enforcement System (2009-2010)

r Successfully designed and developed a comprehensive, centralized web-

based tobacco reporting and management information system that

captured information on community-based cessation programs, tobacco

violations and enforcement activities, surveillance and evaluation

efforts, oversight and coordination of state and local service

delivery, which provided assistance to the Commonwealth and allowed

the Department of Health's Division of Tobacco Prevention and Control

(DTPC) to replace their current system.

Consultant Manager (2009-2010)

r Managed internal projects using the Agile approach that included:

Intranet development, Disaster Recovery, Mission Statement Development

and deployment and a Mentoring program.

r Managed consultants on an overall basis that included their site

assignment issues, internal projects and all Human Resource issues.

Senate Bill 246 (2008-2009)

r Designed, developed and implemented a web application system that

authorized the Department of Health's Division of Tobacco Prevention

and Control (DTPC) to monitor compliance, review and enforce

legislation and generate reports on violations and enforcement

activities.

r Actively participated in all phases of project from implementation to

production in collaboration with diverse entities, including

Administration Office of Pennsylvania Courts, Pennsylvania Liquor

Control Board, Pennsylvania Department of Revenue, Pennsylvania State

Police, and Pennsylvania Gaming Board along with sub-contractors

working for DTPC.

Delta Dental Insurance Company, Mechanicsburg, PA

Business Analyst/ Project Manager 2005-2008

> Provided oversight to various projects aimed at aligning all initiatives

involving contact center and claims operations in five locations.

> Efficiently interfaced with multiple stakeholders to gather business and

functional requirements; documented policies and procedures; as well as

determined and resolved process conflicts.

> Instituted a single, common approach and/or workflow for all sites;

enforced strict compliance with SDLC waterfall process

> Facilitated meetings to review and analyze each site's processes;

streamlined existing approach; generated scope statements, functional

requirement documents, business case proposals, project plans and project

status reports; and organized training.

> Defined and standardized various processes, including the grievance and

appeals process, correspondence process, and procedure for reporting of

key metrics for contact center; restructured and enhanced the rewards and

recognition program.

Delta Dental of California, Rancho Cordova, CA

Business Analyst 2002-2005

> Impressively finished 11 technical proposals for new and renewing

contracts in a timely manner, which were all negotiated based on new

legislative impacts.

> Maximized the use of MS Project to create dynamic work plans with

automated functionality, which efficiently expedited development of

proposals, implementation of new business, as well as existing business

requirements and deliverable maintenance.

> Imposed adherence to project milestones and phases to ensure that project

is on schedule and within budget.

> Worked hand-in-hand with the IT in breaking down technical requirements

and evaluating options for technical solutions; created and wrote WBS for

transition and implementation of new and renewing contracts.

> Coordinated with business teams to identify and implement new processes

and workflow.

> New system testing.

Quality Analyst 2000-2002

> Provided assistance in writing Request for Proposal (RFP) response for

the Healthy Kids program in Florida.

> Spearheaded solicitation to prospective providers, utilizing GEO mapping

to determine target areas as well as the ratio of members to providers.

> Hired, trained, and supervised staff through phone during the RFP and

implementation process.

> Completed quality reviews in operations and customer service.

> Proactively collaborated with coordinators to meet the level expected per

the contracts.

> Assessed processes and offered recommendations for improvements to

optimize efficiency and quality.

> Created, documented and trained users on Microsoft Access monitoring

database for tracking employee ergonomics.

> Developed and prepared monthly reporting on key quality metrics and

trended information from quality review findings.

Customer Relations 1999-2000

> Performed liaison duties between Delta Dental's Healthy Families program

and all 58 county branches of California Children's Services (CCS).

> Coordinated with the California state and the 58 counties to develop

policies and procedures of referrals for eligible members within the

program for dental services.

> Recorded agreements in Memorandum of Understanding (MOU) and successfully

obtained approval in 58 counties.

> Installed a database that tracked and reported all CCS-related referrals

with California's 58 county liaisons.

> Mentored and supported dental providers through written bulletins and on-

site visits.

> Developed and maintained a provider on-site audit program.

Customer Service Representative 1998-1999

> Promptly responded to a wide variety of telephone inquiries from provider

offices and plan enrollees for during implementation of new contract.

Education, Training & Certification

Certified Business Analysis Professional (CBAP) Training (Received

Certificate IIBA BABOK Overview)

Camp Hill, PA

ITIL v3 Foundation Certification (Certificate)

ITIL Foundation, Mechanicsburg, PA

Project Management Certificate Program (Incomplete)

California State University, Sacramento, CA

Human Relations and Interpersonal Skills (Certificate)

Dale Carnegie, Sacramento, CA

Microsoft Project 2000 (Certificate), Access 2000 Level 2 (Certificate),

Access 97 Advanced (Certificate)

IS, Inc., Sacramento, CA

Communication with Tact and Skill for Managers and Supervisors

(Certificate)

Rockhurst University, Rancho Cordova, CA

Dental Assistant (Certificate)

Galen College, Modesto, CA

Coursework in Business ( University of Phoenix, Phoenix, AZ

Related Coursework: Skills for Lifelong Learning I & II Contemporary

Issues in American Business

Communication Skills for Career Growth Written Communication

Professional Affiliations

International Institute of Business Analysis (IIBA) (2009-Present)

Project Management Institute (PMI) (2007-Present)

Registered Dental Assistant (1996-Present)

Awards & Honors

Outstanding Customer Service, Momentum, Inc. (2008)

Human Relations Award, Dale Carnegie Class (2005)

Breakthrough Award, Dale Carnegie Class (2005)

Certificate of Achievement, Making Strides (2002)

Activities

Making Strides (2002-Present)

Youth Group leader, Church High School Students (2008-2009)

Center for Champions, Tutoring Inner City Elementary Kids (2008-2009)

Technical Skills

Proficient in Microsoft Office Suite, Project, Visio, Publisher,

PowerPoint, and SharePoint

Knowledgeable in Oracle, Rational ClearQuest, Citrix, Mercury Quality

Center, Mainframe, Optare, and Macess[pic]

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