Management Manager
Resume:
Richard Chavis
PO Box ***
Lumberton, NC *****
*******.*.******@*********.***
Employment Objective:
To work in a professional environment that utilizes my project management
and organizational skills to their fullest capabilities.
Work History:
December 2007 - February 2010 Accenture
Business Analyst
. Developed, validated and integrated plan for any practice and testing
effort across HRT, Payroll and Contact Center
. Support Operations Process Improvement initiatives as defined by
clients
. Support UAT execution, surfacing and resolving issues related to
people/process/technology, including client participation,
support, and coordination with ACN HR Operations in San Antonio and
Mumbai.
. Provide business analyst level support for Human Resource
Transformation Transactions
. Manage weekly Operations calls with client and internal Accenture
teams
. Ownership of development of test scripts/cases inventory
. Lead for refresher and process Training with Mumbai/San Antonio teams
on HRT Transactions
. Prepare daily test analytics and progress reports
. Coordinate with client and ACN internal teams any system related
access needs for testing team
. Established on boarding and off boarding process for the transition
and steady state organizations
. Provide support during final phase of new client RFP
. Provide input to overall solution based on previous HR experience
. Developed Outsourcing Risk Management & Quality change management
request template and process guide
. Defined roles and responsibilities for Risk Management & Quality team
. Developed and designed model for automation of Risk Management QA
process, utilizing off shore resources which resulted in significant
cost savings
. Document interim eStorage solution functional requirement with input
from client HR/HRIS core team
. Managed the ongoing unit operations, including control and
administration activities for the service provision unit
. Coordinate all program level reporting
. Aggregate and publish inputs from financial management, quality
management, value measurement, resource management as well as
individual projects
. Maintain program-wide approaches, plans, policies, and procedures,
including operating, business continuity, security, and quality plans.
. Produce status reports related to any services, including reporting on
large projects.
. Manage the coordination of service unit communications, both internal
and external
. Identify and provide program-wide administrative functions in order to
best leverage economies of scale across the program
. Manage ongoing relationship with delivery centre's
. Lead and manage the team of PMO resources.
February 2005 - November 2007 Ceridian Corporation
HRO Service Delivery Coordinator
* Ensure operational readiness as it relates to staffing, as well as
process documentation.
* Developed and updated Test plans, Test Scenarios, and Test Cases for
client applications
* Performed security testing of the basic security levels
* Participate in test execution, and coordinate efforts/tasks of all
testers
* Facilitated resolution of defects during UAT
* Provide status reports during all phases of UAT
* Coordinate all efforts of testing activities between Implementation
and Service Delivery Teams
* Work with Implementation Consultants in the training and
communications of service organizations to ensure plans, content and
schedules are consistent.
* Ensure processes and procedures implemented are supportable,
maintainable and repeatable.
* Manage and support Transition Management Project Plan.
* Oversee multiple implementation projects from Launch to Transition and
ensure service center readiness.
* Work with Knowledge Base Developer(s) to ensure client requirements
are translated accurately providing the service center staff with the
required tools for supporting client activities.
* Responsible for risk management activities during all phases of the
implementation and mitigation of those risks by implementing best
practice solutions.
* Client facing responsibilities during all phases of the implementation
to ensure client satisfaction. .
* Coordinate resources of development team and test requirements.
* Liaison for IBM/Ceridian/3rd parties development activities.
* Ensure a successful transition from implementation to steady state.
* Participate in sales system demos for prospective clients.
* Subject Matter Expert (SME) for RFP preparation.
August 2004 - February 2005 Ceridian Corporation
Health & Welfare Lead Benefits Administrator
. Team lead over positions that handle customer inquiries and problems
via written case Inquiry or incoming imaged workflow. Cases are non-
routine and require knowledge of multiple product lines and systems
for multiple clients.
. Directs work flow of 2 or more Benefit Administrators carrying out
responsibility for health and welfare benefit administration.
Inclusive of processing required documentation for status changes,
EOI, judgments/decrees/orders, appeals, benefit appeals.
. Subject Matter Expert (SME) regarding technology, tools, and processes
within the work group.
. Assisted manager with training of new hires.
. Ensured proper guidelines are followed in accordance with each
independent company's policies and procedures.
. Received escalations from the Benefit Administrators regarding health
and welfare issues, and researching issues.
. Client facing to obtain all required information to complete
transactions.
. Responsible for escalating issues requiring client involvement to the
Client Service Manager.
. Assesses teams for performance, and makes recommendations for
improvement for staff, workflow and system enhancements.
. Make daily decisions on ensuring timelines are met and company
standards are maintained. Also responsible for giving manager feedback
on performance appraisals and participated in the hiring process.
. Interacted with internal/external employees as well as the client
vendors at various levels.
. Serve and provide input in the development of new client procedures
and processes with respect to the implementation of new clients.
January 2003 - August 2004 Ceridian Corporation
Service Center Account Lead
Responsible for day-to-day support of Contact Center team for six major HRO
clients.
Statistical analysis to identify trending on a daily basis.
Monitor call volumes to ensure proper staffing.
Provide work direction to Contact Center support team.
* Monitor and review operational performance
standards and client service level
agreements.
Monitor and review customer satisfaction surveys to ensure the highest
customer satisfaction is achieved and to identify any area of improvement.
Monthly Business Measurements reporting directly to clients.
Provide feedback to management of CSR team for individual performance
management evaluations.
Responsible for training and development of ongoing Contact Center staff on
case management, knowledgebase, product knowledge and client culture.
Serve and provide input in the development of HRO Contact Center procedures
and processes with respect to the implementation of new clients.
Working relationship with various company departments to ensure full
integration for new account implementations. Departments include; Payroll,
Time & Attendance, Self Service, Empowerment, Benefits Administration,
COBRA and FSA.
* Develop and maintained training program
for all new hires of the contact center.
* Participate in the hiring process of
potential new hires that includes
interview process.
Work directly with QC for all quality related issues to ensure on-going
success of my team.
Maintain collaborative working relationships with multiple external
departments.
Coordinate with a variety of internal departments to address issues that
may arise within the Contact Support Center.
Work directly with clients to identify any issues that may affect Contact
Center.
* Work directly with the client to ensure
all client needs are met based on
contractual obligations.
* Monthly conference calls with all clients
to review any issues or concern as well as
discuss monthly business measurements.
* Assist with facilitation of external
client related meetings, which includes on
demos to showcase the HRO Contact Center
tools and solutions.
September 1998 -January 2003 International Business Machines, IBM
Team Lead
Responsible for day-to-day support of Contact Center support team.
Responsible for training and development of existing Contact Center staff.
Provide feedback to management of CSR team for individual performance
management evaluations.
Report daily stats to the client on a weekly basis.
Monthly statistical reporting directly to clients.
Work directly with client managers in resolving overdue, urgent or
escalated HR issues.
Site trainer for all new hires
February 1995- June 1997 International Business Machines, IBM
Senior Material Handler
Give work direction to team of shipping processors for orders that were
shipped globally as well as locally.
Ensure strict turnaround times was met for all orders.
Oversee daily inventory of products and responsible for product re-order.
November 1994 - February 1995 AT&T
Customer Service Representative
Resolve customer issues and concerns regarding their telephone service.
Served as lead escalation representative.
November 1988 - November 1992 United States Marine Corps
Classified Material Control Clerk
Prepare reports on daily basis of classified events around the world, which
were presented to Battalion Commander for review.
Honorably discharged November 1992.
Education:
University of North Carolina at Pembroke, Pembroke, NC
Business Administration, January 1993 -1995
DeVry Institute of Technology, Decatur, GA
Telecommunication Management, July 1997 - July 1998
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