Manager Customer Service

Barbara L. Legan

**** ******* ***** ( Mentor, Ohio 44060 440-***-****

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

Director Operations ( Organizational Analysis ( Information Technology

Leader with 30 years experience. Demonstrated success in the analysis and

implementation of systems to automate and improve processes. Skilled in

the evaluation of organizational environments increasing operational

effectiveness while honoring both corporate and human values.

Core Competencies

( Policy and procedure development ( Operations management

( Data analysis, evaluation, reporting ( QM, Lean, Six Sigma

familiarity

( Analyze productivity and quality ( Monitor compliance & outcomes

( Recommend/deploy IT system wide solutions ( Organizational

analysis

( Team development ( Communication and training

( Strategic initiatives and goals ( Develop/implement process

improvements

( Knowledge Federal/State Court requirements ( Understanding of FDA,

CMA reporting

( Legal/medical litigation process ( Internal/External customer

relations

Professional Experience

Director Intake Operations, Litigation Management Inc., Mayfield Heights.

OH, 2006 to 2010

> Member of Executive Management Team participated in the

evaluation/development of strategic planning initiatives. Member of the

Executive Oversight Committee, which identified new client/project

requirements for incorporation into department processes and system wide

applications.

> Led department operations to support strategic business goals, meet

client project requirements, provide staff direction, facilitate process

improvements, and monitor compliance with established procedures,

policies and confidentiality guidelines.

> Analyzed process data, monitored productivity, and data quality. Directed

processing of documents/data for multiple projects, assigning resources,

meeting 24-48 hour processing requirements, maintaining client/plaintiff

confidentiality. Created reports using in-house business intelligence

reporting tools.

> Directed Imaging Center department budget, staff, workflow, equipment,

and services.

o Staff included manager, supervisor, up to 40 staff/2 shifts.

Operations included document identification, coding, file conversion,

scanning, mail services, shipping, and receiving.

o Managed volume for the intake of medical and legal records, processing

1.4 million pages a month.

o Conducted staff annual performance evaluations identifying cross

training and growth opportunities. Coordinated rotation of operations

staff to support fluctuations in department workflow volume.

> Implemented marketing of imaging services to expand business

opportunities and maximize equipment utilization. Prepared website

content and services list, responded to incoming job leads, prepared

cost/project proposals, conducted site visits to determine project

requirements.

> Implemented the automated review and elimination of duplicate medical

records being shipped, resulting in savings of labor, packaging and

shipping costs over $2 million.

> Coordinated business requirements within and across departments/divisions

in order to develop optimal workflow solutions. Translated business

process requirements, documented application requirements for

enhanced/new applications, coordinated with IT to design, test and

implement.

> Maintained compliance with FDA reporting requirements for medical

litigations.

> Participated in client meetings to evaluate and coordinate litigation

services to meet client's requirements, regulatory compliance and project

timelines.

Manager Electronic Document Services, National City Corporation,

Brecksville OH, 2004 to 2006

> Managed and trained operations staff in the use of the imaging

software, hardware, processes, and procedures (20 operations staff,

200+ end users, 50,000 documents per month).

> Assisted the Corporate Mergers & Acquisition Department in organizing the

due diligence review of banking documents.

> Collaborated with IT and business units in identifying business

requirements, data mapping, integration and acceptance testing for the

workflow automation of banking documents. This system transformed the

extensive manual review of paper documents to image capture and work

queue processing. Eliminating the flow of over 50,000 paper

documents/month through the division.

> Maintained compliance with federal, state and local banking regulations.

> Provided customer service to end users in the retrieval of imaged

documents from the document repository. Referenced mainframe systems and

document repository to determine location and status of documents.

> Managed budget for department operations. Managed vendor relationships

involving scanning equipment, software, record storage, and shredding

operations.

> Transitioned the processing of bank documents from film to image through

the use of imaging software, bar code tracking, content management

software and web-based search programs. Reduced turnaround of document

retrieval from 2 to 3 weeks to a 24 to 48 hour timeframe.

> Trained in Six Sigma and Lean tools and techniques with the

implementation of the corporate initiative. Used DMAIC and SIPOC analysis

to evaluate current work flow processes. Redesigned scanning workflow

environment to respond to increased volume and to reduce errors. Engaged

staff in the analysis and implementation of process improvements.

> Oversaw daily scanning operations to ensure maximum quality throughput,

reduce cycle time and identify bottlenecks. Reported daily and monthly

production volumes, addressed processing issues and participated in

system enhancements to improve the quality of the overall scanning

operations.

Manager Corporate Records, The Lubrizol Corporation, Wickliffe, OH, 1997 to

2003

> Developed, managed comprehensive records, information management program

for worldwide locations and subsidiaries. Developed policies, practices,

job aids to document various aspects of the records program for the

Corporation. Conducted training and presentations to all corporate

departments.

> Managed legal research and the development of retention schedules for all

corporate business functions. Developed partnerships with Tax and Legal

for review of assigned retention periods and citations. Provided

litigation support to the Legal Division.

> Maintained tax, legal, product safety, and CMA record retention

compliance.

> Assembled and organized 65 record coordinators across all corporate

departments to educate and engage them in the implementation of Record

Retention Program.

> Organized corporate retrieval and retention of record storage, created

databases increasing the accuracy and efficiency of record searches. This

organization resulted in bringing the storage facilities into compliance

with newly developed retention schedules. Shredded several tons of stored

records. Reduced physical storage by 25% resulting in a green initiative

saving space, labor, time and money.

> Designed tables, queries, forms, reports for accessing and evaluating

database data. Conducted extensive keyword searches of databases based on

retrieval requests.

> Developed, managed Corporate Records website using SharePoint. Analyzed

website reports and charted access trends by both domestic and

international locations.

> Partnered with IT Data Security to implement Quota Manager Software that

monitors disk space, applies file restriction policies on network drives.

Prepared documentation for implementation of software, conducted training

sessions with IT Help Desk technicians to handle end user calls.

> Evaluated the allocation of server storage. Reclaimed 30% of server space

with review and purge of stored files.

Supervisor, Library and Records, The Lubrizol Corporation, Wickliffe, OH,

1992 to 1997

> Managed the Research & Development Division Library and Records

Department.

> As a member of the management team, participated in the Division's

personnel assessments, department budgets, and short and long term

planning activities.

> Implemented improvements in Research & Development Library services by

automating manual processes and expanding online resources for the

technical community. Evaluated and reduced technical journal subscription

budget by $80,000.

> Analyzed, categorized and organized Library card catalog collections

creating databases to allow for online keyword searching.

> Managed the creation and distribution of technical abstract publication

to both internal and external worldwide locations and customers.

> Trained in the use of quality management techniques for conducting

meetings, analyzing data and work flow to identify and implement process

improvements.

> Facilitated meetings to coordinate other satellite libraries throughout

the corporation.

> Implemented and maintained the online publication of library resources

for all corporate libraries.

> Initiated the analysis and organization of the corporate records program.

Systems Project Leader, The Lubrizol Corporation, Wickliffe, OH, 1991 to

1992

> Led up to 12 application developers in the creation and enhancement of

system applications for the Research & Development Division.

> Managed the projects, costs, timelines and staff.

> Participated in planning meetings with management for the control and

implementation of IT projects.

Supervisor, Information Services, The Lubrizol Corporation, Wickliffe, OH,

1987 to 1991

> Created, developed, managed Research & Development Information Services

group, building the team from 1 to 5 staff.

> Participated as liaison between IT and the end users to analyze business

requirements and design and implement system applications.

> Provided end user computing support, assisted in data retrieval, data

maintenance, use of hardware and software, supporting over 300 users at

Research locations worldwide.

> Selected by Human Resources to become a trainer for corporate training

programs.

Information Specialist, The Lubrizol Corporation, Wickliffe, OH, 1986 to

1987

> Created queries and reports for end users in the Research & Development

Division.

> Assisted end users with use of software and hardware equipment and

applications.

> Developed training materials for end users.

Programmer Analyst, The Lubrizol Corporation, Wickliffe, OH, 1980 to 1986

> As Application Developer analyzed, designed, programmed, tested and

implemented systems for Finance, Research and Development, and

Manufacturing Divisions.

Computer Skills: Word, Excel, Access, PowerPoint, Adobe, Outlook, Internet

Explorer, SAP R3 ERP modules, Visio, SharePoint for website development,

DB2, SQL, QMF, Quota Manager. Enterprise Content Manager, Statgraphics.

Education

Master of Science in Organizational Development and Behavior, magna cum

laude

Case Western Reserve University, Cleveland, OH

Concentration: Organizational Development and Analysis

Bachelor of Science in Organizational Management, summa cum laude

Lake Erie College, Painesville, OH

Concentration: Organizational Management

Associate of Applied Business

Lakeland Community College, Kirtland, OH

Concentration: Computer Science

Community & Professional Involvement

Member of ARMA International (Association of Records Managers &

Administrators) (13 yr member)

Member of ARMA Cleveland Chapter, served as past board Treasurer and Vice

President

Member of AIIM

Member of Cleveland Zoological Society since 1987 and 18 year Zoo Parent.

2005 National City Excel Award Nominee in the category of operating

effectively and efficiently

2004 National City Excel Award Winner in the category of efficiency

improvements

1992-2002 Board Member - Lake County Board Alcohol, Drug Addiction &

Mental Health Services

2002 Joseph E Durk Award Recipient from the Lake County Economic

Development Center

Reference available upon request.

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