Anna Knapp

*** ******* **

Cincinnati Ohio

abl1yr@r.postjobfree.com

Background and Summary

Versatile leader and innovator, consistently demonstrating successful fulfillment of objectives through strong

leadership, technical adaptability, customer-focus and commitment. Background includes experience in the following

disciplines:

• Business Development

• Project /Program Management

• Operations Management

• Process Reengineering/Optimization

• Systems Development, Testing, Conversion Management

Vice President, Step By Step Consulting Inc., Jacksonville FL (Since 1998)

Over 10 years of successfully providing consulting services and building business with clients across a variety of industries.

Company co-owner responsible for business development, leading and managing customer engagements, and providing

consulting services. Areas of expertise include process improvement and management, project management, many aspects of

IT.

Clients acquired include: Harrah’s Entertainment, Taylor, Bean and Whittaker, Nelnet Guarantee Solutions, Jacksonville

Electric Authority, The Energy Authority, Intuition Systems Inc, Blue Cross Blue Shield of Florida, BrightGrid Solar, National

Education, Intuition Inc., UNIPAC, The Stellar Group, and University of North Florida.

Direct client engagement experience provided below.

2009 to Present

Orion Development Group (Training partner since business inception)

• Led project to define and implement E-learning solution for university and retail clients. Included requirements

definition, system evaluations, process design, Learning Management System (LMS) configuration, leadership to

implement.

Capital Conduit, LLC (Leasing Operations)

• Managed start-up project of new solar power leasing company.

Intuition Systems Inc. (Prepaid College Plans)

• Facilitated process design sessions to implement new document management system.

• Developed and documented new robust disaster recovery plan for the Florida Prepaid College Board.

• Conducted assessment of existing servicing system and forecasted development effort of complete user documentation.

2008

Taylor Bean and Whittaker – (Mortgages)

• Program manager/engagement liaison for SBS team brought in to implement PMO, associated infrastructure and to

manage all in-house projects.

• Project manager directly for implementation new customer evaluation system.

2003-2008

Nelnet Guarantee Solutions (Student Loans Guarantee Agency)

• Managed testing project on large scale system development effort to replace legacy system – from mainframe to .net

based system. Designed testing processes and test management systems, managed test project, led test teams for two

major design and installation phases. Worked with system vendor and interfaced regularly with end- user clients.

2003

Blue Shield and Blue Cross of Florida (Health Insurance)

• Managed organizational assessment and design of large system development factory in support of incorporating a new

system development methodology (RUP) for the factory.

2002

Colorado Student Loan Program (Student Loan Guarantee Agency)

• Managed development of system conversion metrics, report development, testing and final conversion.

Nelnet – Private Loans (Financial Services)

• Facilitation of process mapping and documentation of “as is” and “to be” for new system initiative requirements

gathering.

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Nelnet – Student Loan Origination Services (Student Loans)

• Led process and organizational redesign for IT department and then managed project to implement enhancements.

2001

Nelnet - ELM NDN (Student Loans)

• Performed operational assessment of existing business processes and controls and recommended changes to strengthen

data and process integrity.

Intuition/UNIPAC (Student Loans)

• Facilitated mapping of business processes and redesign effort to merge functional capabilities of two companies into one

system. Mapped all current state processes for both companies. Facilitated executive decision-making sessions to reach

consensus on business processes. Led teams to define new process details, system capabilities, and associated new

system requirements. Developed project requirements for all required system enhancements.

Jacksonville Electric Authority (Municipal Utilities)

• Managed large process improvement project to overhaul the crew deployment process and system. Facilitated 6 separate

subproject teams to implement.

1998-2001

GuranTEC- Atlas System Project (Student Loan Guarantee Agency)

• Conducted systems analysis for legacy system and new system, completed all data mapping and developed testing

structure for all financial functionality and conversion reconciliation.

• Developed RFP documents, contracts and selection criteria for all collections functions in support of the Tennessee

Agency contract.

Other Work Experience

Citibank’s Student Loan Corporation, Rochester NY (1989-1994)

Manager – Claims Department

• Developed and maintained an operating budget in excess of $2MM and a staff of 35

• Facilitated development of new claims processing system

• Developed and maintained state guarantee agency relationships and influenced policy interpretations to support

business initiatives

Manager- Collections/Recovery

• Managed a two-shift collections staff of 10 responsible for recovering loan guarantees and loan losses

• Developed and managed department operating budget, and business level operating loss budget

• Development of RFP’s for external collection. Maintenance and auditing on contractual arrangements

Process Engineer/Project Manager

• Led process documentation and reengineering project on deferments that led to implementation of the Deferment Event

Tracking system – over 50% reduction in associated cost and processing time. Managed systems/operational

development project for automatic capitalizations.

Citicorp Student Loan Center, Sacramento, CA (1985-1989)

Western Regional Repayment Services Manager

• Managed a two-shift processing staff of 42 responsible for processing all deferments/forbearance applications and

reporting

• Developed and maintained an operating budget in excess of $2MM

• Improved volume forecasting tools and methods to ensure proper unit capacity planning/expense control

Repayment/Claims Supervisor

• Devised and implemented business-wide program to significantly reduce processing errors/operating losses

• Led and supervised a team of 20 processors specializing in deferment and post-default processing

Education

Bachelor of Arts; California State University Sacramento, 1987.

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