Project Manager Customer Service

Elizabeth M. Beasley

**** *. ***** *****, *** Berlin, WI 53151

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

Cell: 262-***-****

Profile

. Expert in managing IT, business, manufacturing, marketing, and

clinical projects.

. Skilled in improving processes, procedures, and implementing lean

within organizations.

. Employee and customer training and development.

. Trained in project management from UW-Madison, MSOE, and PMI

Professional Experience

Business Analyst

Serve You Pharmacy Benefit Management - Milwaukee, WI - 2009 to 2010

. Project managed a new client implementation to double the mail order

pharmacy volumes. Included IT, construction, human resources,

infrastructure, process development, and design. Wrote process,

procedure, and training documentation.

. Developed executive level dashboards for sales, pharmacy, member

provider services, and client services.

. Performed monthly and annual metrics analysis for customer service,

sales, and pharmacy departments.

. Designed and developed training materials for new implementations and

changes across the organization.

. Designed and implemented an online event planning form for the

marketing and communications department for sales usage.

. Performed analysis on competing PBM's, phone systems, pharmacies, and

drugs.

. Process development of employee identification number conversions.

. Created an employee scheduling system for the customer service

department.

. Performed monthly and weekly billing and invoicing.

Workflow Process / Project Engineer

Pro-Health Care - Pewaukee, WI - 2008 to 2009

. Managed software implementations, process improvements, and cost

saving projects. Designed, tested, and deployed BPM (Business Process

Management) software.

. Utilized BPM software (Ultimus) to eliminate all paper forms and

create a call list for a thirty-member central scheduling department.

. Analyzed and provided recommendations for a centralized nursing pool.

. Utilized GE Workout and Change Acceleration Process methodologies to

improve the accuracy and speed for patient charts from initial

interview to the day of surgery.

. Performed a FMEA (Failure Mode and Effects Analysis) on drug pump

technology.

. Performed an RCA (Root Cause Analysis) for a highly-confidential

hospital occurrence.

. Developed solutions to improve revenue cycle processes through

research and data analysis.

Technical Communications Project Manager

Pentair Water - Brookfield, WI - 2005 to 2008

Managed technical and marketing projects for over fifty products, including

manuals, procedures, communications, and sales literature. Performed team

building, coaching, mentoring, and work delegation to project team members.

Performed lean improvements with research, analysis, 5S, Kaizen, and other

methodologies.

. Reduced change orders by $4,000/month, and reduced inventory by

$24,000.

. Designed a training database for the human resource and quality

departments.

. Eliminated 80% of corrective actions on the Model 2900 assembly line.

. Saved over $100,000 in materials, eliminated $7,000 of inventory,

reduced warehouse space of 64 square feet, and saved $2000 per month

of revision level scrap for service manuals.

. Managed an owner's manual project that saved over $100,000 annually.

. Performed quality of life programs for over 400 employees.

. Developed, implemented, and maintained training programs for

employees, sales, and customers.

. Performed product development for new valve controllers and

electronics.

. Wrote and designed all technical and marketing collateral.

Project Manager

HumanaOne - Waukesha, WI - 2003 to 2004

Managed IT projects for underwriting, actuary, marketing, e-business,

finance, and sales. Wrote business requirements, use cases, test cases,

test plans, test requirements, and cost-benefit analysis.

. Saved over $4.5 million annually in underwriting costs by implementing

a web-based pharmacy data tool (Ingenix).

. Implemented a web-based tool to help sales associates manage clients,

health insurance regulation changes, and easily create charts and

graphs to analyze data.

. Managed the implementation of a website to allow users to request a

health insurance quote.

. Provided documentation to the training managers on new software and

process implementations.

. Implemented compliance and regulatory requirements into ongoing

projects.

Technical Communications / Engineering Specialist

Briggs & Stratton Corporation - Wauwatosa, WI - 1998 to 2003

Wrote and managed technical collateral for internal and external customers.

Communicated regulatory and compliance changes. Worked closely with sales,

marketing, environmental compliance, engineering, and manufacturing to

ensure customers received proper products and collateral for new and

enhanced products. Researched, analyzed, and implemented cost savings

projects and processes.

. Implemented intranet sites for all internal departments.

. Co-project managed a new fitness facility for employees.

. Researched, analyzed, and implemented a document control system for

company-wide use.

. Created and implemented a customer feedback program for dealers.

. Coached, mentored, supervised, and delegated work to employees.

. Designed and implemented personalized internal and external customer

training.

Experience Prior to 1998

. R&L Spring - Material Manager

. Southeastern Wisconsin Title Company - Legal Writer

. Thomas J. Hubert Advertising - Marketing/Account/Operations Manager

. Alby Materials - Marketing Coordinator

Education

. MS in Engineering Management - Milwaukee School of Engineering,

Milwaukee, WI

. BA in Graphic Design - Mount Mary College, Milwaukee, WI

Additional Training & Experience

. Project Management Certified (PMI and UW-Madison)

. GE Change Acceleration Process

. GE Workout

. Lean

. Kaizen

. DMAIC (Define, Measure, Analyze, Implement, Control)

. 5S

. FMEA (Failure Mode and Effects Analysis) and Root Cause Analysis

. Six Sigma

. Microsoft Office (Excel, Word, PowerPoint, Access, Project,

SharePoint, CMS, Outlook, and Visio)

. RxExpress, RxClaim, and RxTrack

. Showcase Suite

. SAP

. AllClear (flow charting software)

. Adobe (PhotoShop, Illustrator, InDesign, DreamWeaver, and Acrobat)

. Opensource and Portable Applications

. Engineering Coursework (calculus, material management, AC/DC, Digital)

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