Management Project
Resume:
Jones Norman
Concord Way
Branchburg, NJ *****
********@*****.***
Accomplished and dynamic Business Analyst/Technical Writer and Process
Improvement Professional
with expertise in implementing innovative business and associated technical
solutions.
Industry experience includes IT Services, Pharma, Healthcare and Insurance,
Corporate and Leisure Travel, Hotel and Hospitality.
Balanced approach combining business acumen and statistical data analysis
with keen intuition and customer focus.
Areas of organizational interest and experience include:
SDLC Initiatives Program Management Lean Six Sigma
methodologies
UAT Testing Project Management Operations Management
Business Process Quality Management Marketing Management
Improvement
Future Technologies, Inc., Plainfield, NJ
2007 to Present
Global data management solutions firm serving Fortune 500 companies,
completing more than 500 successful implementation projects in numerous
industries including Financial Services, Pharmaceuticals, Healthcare, Life
Sciences, ePublishing, Entertainment, Manufacturing and Consumer Products,
Retail & Apparel, and Transportation
Corporate Strategy Analyst
. Create and implement corporate business strategies and strategic plans
both internally and as a management consultant to:
o Establish long-term corporate vision, mission, and goals, and
establish short-term goals and initiatives
o Define sales and marketing strategies and measurements for
success
o Develop product and delivery strategies
o Cultivate and manage strategic and technical partnerships
o Validate and select appropriate technologies to align with
business strategies
. Create and publish content for company website, marketing materials, and
customer communications
. Represent company on client discovery calls, partner alliance meetings,
and industry conferences
Cardinal Health, Piscataway, NJ
2004 to 2007
Fortune 17, $87B, global company serving the health-care industry with
products& services that support hospitals, physician offices and Pharma
companies reduce costs, improve safety, productivity and profitability, and
deliver better care.
Quality Manager, Medical Communications Services Division
Designed, implemented, monitored, and developed quality management
programs, and associated Business Intelligence to measure and improve
processes for 300+ USA-wide agents providing event planning, grant
management and medical publication services to 10+ major Pharma companies.
Established and managed quality team and relationships with executive
leadership, Finance, IT, Human Resources, Client Services and Operations
teams to monitor/improve internal, supplier, and customer delivery
processes.
Performance Management
. Identified 30+ metrics for QC measurement for all clients and improved
monthly quality scores by 10-15%
. Analyzed existing service level agreements (SLA's) and proposed
continuous re-structuring to increase customer satisfaction, maximize
productivity, and decrease cycle-time
Workload/ Workflow Management
. Utilized value chain management skills to define business case
requirements, create and implement 40+ reporting tools and dashboards to
monitor workflow trends and capacity, validate customer and vendor
process compliance in order to prevent and/or mitigate risk
. Accelerated corporate capability to identify areas for cost and cycle-
time reduction by creating process flows and process timing methodology
for standard operating procedures; instrumental in selection and
implementation of process modeling and simulation tool
Process Improvement
. Leveraged Six Sigma methodologies and analytical skills to develop root
cause analysis and improvement processes
. Promoted reduction in variation through standardization of document
templates, voicemail greetings, email communications, and customer
surveys
Internal Consulting
. Recognized for ability to strategize and was invited to participate on
multiple project teams to include grant management processes, Legacy
migrations, Quality Assurance, call monitoring, streamlining and
consolidation of Project Management Office (PMO) and Publication project
tracking
Jones Norman
United Healthcare, Basking Ridge, NJ
2002 to 2004
Provides health plans, management and consulting services to other
companies with 5000+ employees.
Held progressive positions in business and technological development in
support of delivery of healthcare insurance, financial, and over 20
benefits and service delivery products.
User Acceptance Test (UAT) Lead, Consumer and Financial Services, Flexible
Spending Accounts
. Successfully managed UAT team through test planning and successful
execution of 20+ initiatives
. Created detailed project plans, daily status reports, scope and approach
and results documentation
Senior Business Analyst, Client Service Solutions, ACIS Development
. Executed numerous software development and release projects, from
requirements gathering and documentation, through design, test planning
and execution, end-user training, and implementation
. Condensed 60+ page Business Analyst workflow process document down to 18
pages with resource links
. Championed Six-Sigma overview sessions to internal cross-functional teams
to stimulate cultural acceptance
Carlson Wagonlit Travel, Minneapolis, MN
1996 to 2001
2nd largest global Travel Management Company that offers consulting
services, and designs and implements travel solutions for both major
corporations and individual leisure travelers.
Held progressive positions from corporate travel agent to Business Analyst
and chosen to be a member of a pilot quality management team to introduce
Six Sigma into a culture of over 300 corporate agents in 10+ call center
and onsite locations serving 20+ major corporations
Quality Management Analyst, North American Operations
. Supported 20+ quality initiatives and championed a Six Sigma project that
resulted in $1.8M in cost savings
. Managed business/technical development of internal Customer Service
Application through multiple releases
. Awarded CWT global Regal Honor Award for service and innovation resulting
in being selected to serve on pilot team for implementation of industry-
leading graphical user interface for the 3 major reservation systems
ADDITIONAL PROFESSIONAL EXPERIENCE/ACCOMPLISHMENTS/AFFILIATIONS
Regional Manager for six travel agencies on US army bases in northern
Bavaria, Germany
Personnel Director for major commercial/residential real estate firm in
Boston, MA
Operations management in restaurant, catering, and hospitality industries
Performed opera and classical music in Europe and U.S; traveled in 35
states and 12 countries
Senior member, American Society for Quality (ASQ)
Board of Directors, Somerset Valley YMCA
Strategic Planning Committee, SVY
EDUCATION & PROFESSIONAL DEVELOPMENT
Completed 4 certification programs through Rutgers Business School, Camden
NJ, 2007 to include:
Business Management and Professional Development Certificate; Marketing
Management Certificate;
Quality Management Certificate; Project Management Certificate
Six Sigma Black Belt, 2005
Master of Music, New England Conservatory, Boston, MA, 1983
Bachelor of Science, Music, Illinois State University, Normal, IL, 1979
Additional Keywords
Essentials of Management; Negotiating Skills; Principles of Marketing;
Fundamentals of Marketing; Product Strategy; Creating a Positive Workplace;
Distribution Strategy; Maintaining a Productive Workforce; Promotion
Strategy; Leadership Development; Delegation; Pricing Strategy; Goal
Setting; Writing a Marketing Plan; Brand Management; Fundamentals of Brand
Management; Motivation; Building Brand Equity; Decision Making & Problem
Solving; Problem Solving Fundamentals; Managing Brand Equity; Reaching
Individual Goals; Developing a Brand Strategy; Goal Setting Tools for
Managers; Integrated Marketing; Organizational Goal Setting; Branding on
the Web; Managerial Leadership; Creating a Vision; Competitive
Intelligence; Implementing a Competitive Intelligence System; Leading
Through Change; Analysis and Dissemination; Motivating Employees;
Researching Online; Coaching; Building Relationships; Strategic Management;
Establishing Strategic Focus; Applying the Coaching Process; Analyzing
Strategic Options; Communicating with Employees; Developing a Successful
Process; Managing Performance; Establishing a Performance Plan; Economics;
The Principles of Economics; The Performance Appraisal Process; Producers
and Markets; Overcoming Appraisal Challenges; Customer Relationship
Management; Fundamentals of CRM; Mentoring; Implementing a Formal Mentoring
Program; Implementing CRM; Developing Your Mentoring Skills; eCRM; Managing
the Expert; Understanding Experts; Developing a Successful Environment;
Managing the Unique Needs of Experts; Managing High Performers; Creating a
Retention Strategy; Defining and Finding High Performers; Implementing
Recognition Programs; Talent Management; Knowing Talent; Selecting Talent;
Developing Talent; Executive Level Leadership; Becoming an Executive
Leader; Change and the Executive Leader; Leadership and Communication;
Quality Management; The Quality Management Process; Project Management
Framework; Quality Management Tools; Project Management Processes; Business
Process Improvement; Project Management; Project Integration; Operations
Management; Fundamentals of Operations Management; Project Scope
Management; Operations Components; Project Time Management; Project Cost
Management; ISO 9001: 2000; Project Quality Management; Human Resource
Management; The Auditing Process; Project Communications Management; Value
Chain Management; Elements of the Value Chain; Project Risk Management;
Managing a Value Chain; Project Procurement Management; Managing the
Transition to a Value Chain; Advanced Project Management; Building
Productive Stakeholder Relationships; Supply Chain Management; Project
Estimating Techniques; Using Models; Managing Accelerated Projects;
Building a Sustained Competitive Advantage; Portfolio Management; Planning
a Project; Project Management Maturity; Project Scheduling and Budgeting;
Understanding Delegation; Six Sigma Essentials; The Delegation Process;
Deploying Six Sigma; Organization; Strategy and Business Needs; Managing
Six Sigma Projects; Advanced Project Leadership; Navigating Corporate
Structures; Lean Manufacturing; Lean Manufacturing Fundamentals; Bringing
Home the Value; Lean Manufacturing Processes; Selling Project Management to
the Organization; Application of Lean Manufacturing; Virtual Teams; Total
Quality Management; Essentials of TQM; Communicating Effectively; Total
Quality Management Principles; Participating in Virtual Meetings; Project
Team Management; Team Building Techniques; Future-focused; logic-oriented;
data-driven; creative; dependable; efficient; energetic; flexible; goal-
oriented; organized; practical; reliable; responsible; strong work ethic;
integrity; team player; team builder; motivated; multi-tasker; ability to
shift priorities; sense of humor
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