Management Manager

Marlene Wiles

************@*********.*** Cell: 404 - 451 - 2075

SUMMARY

Sr. Manager with combined experience of over twenty-five years in

Operations, Project Management, and Engagement Management within a variety

of industries. Excels at problem resolution, positive team building and

envisioning process improvements to reduce costs, increase sales, and

maximize the use of information systems. Effective change leader with

strong persuasive and negotiation skills to merge cross-functional business

unit needs and build strong cohesive teams committed to attaining corporate

objectives.

CORE COMPETENCIES

Customer Satisfaction Engagement Management Presentations to

Decision Maker Financial Reporting to upper Management

Policy and Procedure Management System documentation

Development and Execution Revenue Generation and training

Project Management Remote Management Change Management

Team Builder Inter-departmental processes

communicator

KEY ACCOMPLISHMENTS

Customer Satisfaction - created a pro-active approach on projects to assure

correct expectations are set and are being met.

Team Builder - developed and maintained mutually beneficial partnerships

between inter-departmental groups, as well as maintained a highly

efficient and successful operations team.

Problem Solver - realized significant improvement of processing paperwork

through in-depth performance analysis and implementation of solutions.

Innovation - designed and implemented a database to report potential

growth as well as exact revenue.

Project Management - identify, allocate, and manage company resources to

complete projects on time and within budget.

Engagement Management - lead international teams of communications experts

to achieve customer goals with the Sterling Commerce product known as

Connect, for over 6 years.

Change Management - created a change management process for software

updates at Encore Systems Inc., and implemented the same at

Transettlements, Inc.

Policy and Procedure Development - created policies and procedures that

guided a remote team of consultants and partners; from HR requirements, to

expenses, Sales packages, and training.

PROFESSIONAL EXPERIENCE

Sterling Commerce Inc. an AT&T Company- Ohio 2000 to 2008

Director, Professional Services Operations

Formed a management team of 10 professionals to create tools, policies and

procedures that would govern the Consulting Services organization. This

team became an example in HR of team work and delivery, and was successful

in all of the following areas:

. Designed and developed a scheduling and revenue tracking tool.

. Automated expense reimbursements for employees as well as partners.

. Communication tools (i.e.; newsletters and e-mail alerts for traveling

consultants) to keep them updated to changes, etc.

. Weekly on-line reporting tools for upper management to see

accomplishments, possible problem areas, revenues (both current and

future) as well as growth potential.

. Built an international team to deliver services for the secure

communication product line.

. Managed all remote and partner consultants.

. Created Sales services packages to generate new sales.

Manager, UNIX Consulting Services 1998

to 2000

. Hired and trained over 30 employee consultants in one year.

. Increase third party consultants by 50+ and trained them in one year.

. Developed a training plan to bring candidates up to speed on products

faster.

. Managed over 70 employees directly.

. Responsible for the delivery of over $2 million in services per year.

TranSettlements, Inc. - Atlanta, GA 1994 -

1998

Manager, Support

. Managed a 7/24 team of 10 employees, which started as 5 employees working

Mon - Fri. 8 - 5.

. Coordinated a change management system with the development team

. Coordinated the migration of a huge customer's EDI data from in-house to

TranSettlements.

. Managed relationships with top 15 customers on a personal basis.

Norrell Healthcare, - Atlanta, GA March 1993 -

December 1993

Systems Implementation Supervisor

. Responsible for the implementation of Norrell's Office Automated Health

Care (N.O.A.H.) system and all automated systems sent to the branch

offices nationwide.

. Developed and executed comprehensive test plan for N.O.A.H.

. Prepared a rollout schedule for over 60 branch offices nationwide.

. Assisted with the training of other trainers and the user base.

. Assisted programmers with product design and development plans.

. Solely responsible for the pilot/parallel test at the beta branch office.

. Wrote training documentation

. Thoroughly documented project status from testing phase to live

operation.

Encore Systems Inc, - Atlanta, GA

1988 - 1993

Installation Manager

. Responsible for the management of 50+ employee, and the installation of

the company's software in over 200 hotels.

. Recruited over 40 installation specialists for the hotel system rollouts.

. Coordinated site preparation, installation personnel, and hardware

arrivals for all worldwide installations.

. Monitored installer performance and continually refined the installation

process.

. Continual communication with sites and other internal departments on the

installations in process.

. Assisted programmers with product development/design, QA and Change

Management..

. Financially responsible for billing all time and materials.

. Developed a project tracking system.

. Created a position to service all corporate accounts by providing a

single source of contact for all their needs.

EDUCATION

B.A.A. Central Michigan University, Michigan

Major: Business

Minor: Social Sciences

Contact this candidate