Customer Service Project

JEFFRY STAHLY

**** ****** *****, ****** ****, TN 37174

615-***-****, *******@********.**

PMP (PMI Certified) and Certified ScrumMaster (Scrum Alliance) with over

sixteen years experience in positions across a variety of industries

including Healthcare, IT, Financial, Manufacturing, and Non-Profit.

Diverse, comprehensive IT and Operational background, including

Project/Program Management, Account Management, Business Analysis, Pre-

Sales Activities, QA, Operations, Strategic Planning, Manufacturing, and

Engineering.

Areas of Expertise

Professional Experience

eMids Technologies, Inc., Nashville, TN January,

2009 - February, 2010

Program Director - Client Services (Dec 2009-Present)

. Project/Program Management for middle to large projects using

Waterfall and Agile methodologies utilizing tools such as Microsoft

Project, SharePoint and Team Foundation Server (TFS).

. Leadership role in identifying, negotiating and managing strategic

relationships.

. Opportunity Evaluation (Project Proposal/Justification), Project

Initiation and Requirements Gathering,

. Project Feasibility Justification, Cost Analysis, Key Deliverables,

Definition and Design, Implementations.

. Responsible for organizational budgets over $1 Million, client

relations, staffing, training and leadership.

Program Manager - Client Services (Jan 2009-Dec 2009)

. Manage and represent a portfolio of projects to client executives and

responsible for managing Projects throughout the entire SDLC lifecycle

including Initiation and Requirements Gathering through closure.

. Coordinate with offshore and other distributed teams to achieve

project and engagement deliverables.

. Manage and Mentor consultants and other eMids associates for overall

growth.

. Responsible for identifying new business opportunities at existing

accounts, assisting other sales associates in penetrating customer

accounts, managing and increasing revenues from assigned accounts.

Healthways Inc., Franklin, TN October,

2006 - January, 2009

Customer Migration Manager (2008-2009)

. Coordination of implementation activities to successfully implement a

new platform that integrates functionality from several legacy

applications into a powerful engine to deliver more value to customers.

. Responsible for developing the plan and strategy to migrate all 13

North American call centers to a new centralized dialer platform and

Telephony system with over $10 Million financial involvement.

. Build alignment and integration between Healthways and Customers as

well as between functional areas involved in the implementation

process.

Project Manager (2006-2008)

. Key role in establishing and implementing Enterprise Project Management

Office processes and standards.

. Program and Project management of multiple, small to large-scale IT

Development projects implementing new hardware and software

applications utilizing Microsoft Project, CA Clarity and SharePoint.

. Successfully managed large-scale project with a $4 Million budget to

develop and deploy new dialer and telephony technology in order to

pilot Work-At-Home capability in North American call centers.

. Program Manager for the corporate outsourcing initiative with a budget

over $3.5 Million working on several initiatives across the enterprise

with a significant number of resources working offshore/near-shore.

. Expertise in gathering requirements and managing diverse projects

including advanced telephony and dialer technology, .NET application

development, Healthcare Billing process automation and improvements.

. Proven history of turning troubled and "break-even" projects into

successful and profitable projects.

Ford Motor Credit Company, Franklin, TN September, 1999 -

October, 2006

National Scheduler, Dialer Operations (2001-2006)

. Managed large-scale projects deploying advanced Call Center

Technologies across Ford Motor Credit Company's North American

Operations including 11 Inbound/Outbound Call Centers.

. Evaluated business operations of North American Service Centers,

gathered requirements, identified improvement opportunities and

recommended changes to local Management and Ford Credit Executives.

. Managed training for users regarding procedural changes and the

operation of new technologies, ensuring the best opportunity for

performance to meet or exceed specifications and expectations.

Operations Analyst, Inbound Customer Service Center - Omaha, NE (1999 -

2001)

. System Administration of Workforce Management software. Helped develop

the Workforce Management Department managing operations for Ford

Credit's inbound multi-site call center including 3 locations.

. Worked closely with Call Center Management in decision-making,

reporting and management processes.

. Instrumental in the interviewing, hiring and training of department

staff.

Kelly Services, Omaha, NE March, 1997 -

September, 1999

Team Leader - Ford Motor Credit Customer Service Center

. Managed daily operations, scheduled staff assignments, supervised staff

of 55 Kelly Services employees.

. Designed training curriculum and delivered training for new hires and

continued education of existing staff.

. As a team, improved overall productivity by 30% and notably increased

customer and employee satisfaction.

Flatland Church, Omaha, NE

1996 - 2001

Business Administrator (volunteer position)

. Managed church financial records, budgets and statements.

. Reported financial, attendance and operational results to the church

staff, board and District Office.

Markel Ford/BMW, Omaha, NE

1996 - 1997

New and Used Car Sales

Wilson Concrete Company, Omaha, NE

1993 - 1996

Crew Leader / Draftsman

. Managed production crew fabricating pre-stressed concrete products.

. Developed and designed shop and erection blueprints for the engineering

department.

Certificates, training and Achievements:

. PMI Certified Project Management Professional (PMP)

. Certified ScrumMaster (Scrum Alliance)

. eMids Star Allianz Award (Project Team of the Year - 2009)

. Clarity Fundamentals for Project Managers, PMI Registered Corporate

Training (1/08)

. Project Management for Healthcare IT Professionals Seminar, PMI

Registered (4/07)

. Gathering Requirements Techniques Workshop, PMI Registered (12/06)

. Kelly Services Employee of the Year Award (1997)

Education:

Bellevue University, Omaha, NE

. Legal Environment of Business, (Spring 2001)

. Principals of Macro Economics, (Winter 2001)

. Principals of Marketing, (Fall 2000)

. Managerial Accounting, (Summer 2000)

. Financial Accounting, (Spring 2000)

Southeast Community College, Milford, NE

. A.A.S. in Manufacturing Engineering and CAD Technology (1993)

. Project Management Professional (PMI Certified)

. Scrum/Agile Software Development Framework

. Six-Sigma Methodology (Greenbelt Certified)

. Microsoft Project / SharePoint / CA Clarity / TFS

. Vendor Management and Contract Negotiation

. Multi-site inbound and outbound call center operations

.

. Project Management Office (PMO) Models

. Process Improvement

. Managing Budgets & Projections over $10M

. Training Development and Delivery

. Global Outsourcing Management

. PBX/IVR / Automated Dialer / Workforce Management / Best Time to Call

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