Project Manager Human Resources

ELIZABETH WAWERU

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

Westerville, Ohio 43082

*******@*******.**.***

Home: 614-***-**** Cell: 614-***-****

PROFESSIONAL SUMMARY

Business professional with extensive experience and a broad-based

background of diversified responsibilities and accomplishments in various

industries. Well established knowledge of managing high performing teams

of associates and professionals. Expertise in performance improvement

initiatives, customer satisfaction, training need assessment, and employee

performance management process. Articulate communicator with skills in

problem solving and issue resolution. Proficient in industry relevant

computer hardware and software.

. Management- Solid background in creating, planning and executing business

plans and new operations development. Highly developed negotiation skills

and experience cultivating strategic business partnerships. Equally

strong in budgeting and financial management.

. Project Management- Experience in simultaneously managing multiple medium

to large projects.

. Product Development- Proven ability to recognize market trends and

implement such trends to offer new products or improve existing products.

. Human Resources/Team Building- Decisive team leader with extensive

experience recruiting, hiring, developing talent and creating effective

training programs.

. Communication- Experience in using a variety of visual aids, technology

and techniques to make presentations interesting and informative.

Presentation and written communication are creative and maintain

interest. Can effectively express ideas to a variety of audiences.

Persuasive and able to develop and maintain productive relationships.

PROFESSIONAL EXPERIENCE

UHG-HARRINGTON HEALTH Aug 2008 - Jul 2009

Sr. IT Project Manager

Responsible for pre and post implementation for Harrington Health's major

client, Kaiser Permanente. Provided consultation, report design and

analytical services, production support to business and technical units

to ensure that products and services developed and supported are used to

the fullest extent to meet Client's business and technical needs.

Additional responsibilities include:

. Lead medium to large complex projects to achieve key business and

technical objectives

. Directed cross-functional and cross-segment teams

. Predicted emerging customer needs and develops innovative solutions to

meet them

. Participated in the development of business strategy

. Developed and managed project plans to achieve objectives

. Solved unique and complex problems with broad impact on the business

. Translated highly complex concepts in ways that can be understood by a

variety of audiences

. Influenced and consulted senior leadership to adopt new ideas,

products, and/or approaches.

Service Issue Resolution

. Managed the independent investigation, analysis and development of

creative solutions to client specific problems related to claims,

network & provider issues, Website/Portal access, FTP sites,

eligibility & membership, EFT remittance, billing and invoicing.

. Maintained vendor relationship and support.

. Drove issue resolution at account level to achieve customer confidence

and satisfaction.

. Assisted in meeting the report requirements for new and existing

reports.

CARDINAL HEALTH May 2007 - Aug 2008

Sr. Project Manager

Responsible for planning, organizing and leading Pyxis medication

dispensing product implementations from the project planning stage to

closure. Creating and managing project plans, risk assessment and

mitigation, allocating and coordinating resources. Monitoring and tracking

the progress of implementations at client sites as well as continuously

communicating progress with the client. Accurately forecasting expected

revenue on a monthly and quarterly basis. Collaborating and working with

the Director, Sales, Engineering and Implementation teams to ensure that

each project meets and exceeds client's expectations, while ensuring

complies with Cardinal Health's implementation process and adherence to

established quality standards. Applying CAPA and using project management

methodologies to develop consistent processes based on best practices for

efficient future implementation and ongoing process improvement actions.

QUANTUM HEALTH, Columbus, Ohio

Director, Operational Performance December 2005 -May 2007

Responsible for systems development, process reengineering, processes and

procedures that standardize the operation for all workgroups. Development

of workflows and standard operating procedures, knowledge management

documentation, training needs assessment and implementation, quality

improvement initiatives, human resources procedures, performance management

and progressive discipline processes.

. Initiated the change management process and performed root cause

analysis into service issues including performance, productivity and

quality. Aligned with matrix partners to develop recommendations and

action plans to implement improvements.

. Developed and maintained minimum performance and productions standards

for quality for each operational area

. Developed a training program for new hire employees and refresher

training for existing employees

. Coordinated patient care throughout the healthcare continuum, starting

from point of contact through the integration of care and coordination

of medical services

. Developed action plans to reduce rework and improve service delivery

process

. Continuous support to the CEO and COO on various operational projects

CIGNA HEALTHCARE, Columbus, Ohio 2001-December 2005

Interim Member Services Director (2004-2005)

Appointed by the Service Center leader to oversee a team of 10 Member

Services Managers and to provide day-to-day operational leadership in the

service center

. Managed call center management team for efficiency and effectiveness

as measured by productivity and quality standards.

. Ensured retention of the service center's highest-risk national

account by reducing service complaints on performance guaranteed

accounts

. Directed the hiring, supervising, training, and promotion of internal

and external candidates for various positions in the service center

. Responsible for strategic planning and defining successful

development of business processes and required systems and resources.

This included capacity and resource planning, budgeting, and reporting

responsibilities for more than 200 employees

. Continually developed process improvement initiatives and developed

efficient work-flows by challenging ineffective standard operating

procedures and processes.

. Analyzed quality reports to ensured service center's compliance with

State and Federal mandates.

Member Services Manager (2001-2004)

Managed a team of 24 associates, provided coaching and counseling in order

to achieve business and financial objectives

. Managed an assigned team of multi-skilled and highly qualified

associates to ensure quality and productivity results.

. Analyzed individual associates' productivity performance results and

provided coaching and counseling in order to enhance their performance

and to attain development objectives.

. Played a key leadership role in the completion of major reorganization

projects that consolidated four call centers into one with minimal

interruptions to the customers.

. Built an effective partnership between managers and technical coaches

to enhance relationships and improve associates' performance using

best practice methods.

EDUCATION

MBA, Applied Leadership (focus in Human Resources and Finance)

December 2006

Franklin University, Columbus, Ohio

Bachelor of Science, Organizational Leadership 2005

Franklin University, Columbus, Ohio

PROFESSIONAL DEVELOPMENT

Member of Project Management Institute 2006-current

Web-Leveraged Six Sigma Black Belt, Fisher College, Ohio State University

April 2006

Frontline Supervisor Training, DDI International, Columbus, Ohio 2005

Essentials of Management, CIGNA Healthcare Training Center, Bloomfield, CT

2001

Building Excellence in Supervisor Training, Franklin Covey International,

Phoenix, AZ 2000

Leading for Results, Franklin Covey International, Phoenix, AZ 1999

AWARDS

Recognized as a CIGNA Champion three times in 2005.

Received the CIGNA Quarterly Service Award every quarter in 2004.

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