Management Project

Karen Lovin

Email: abpkyf@r.postjobfree.com

Address: **** ****** ***** ** #****

City: Ft Worth

State: TX

Zip: 76132

Country: USA

Phone: 817-***-****

Skill Level: Director

Salary Range: $110,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CAREER SUMMARY

Results and detail-oriented professional with extensive client centric business analysis, contractual and automated change management, customer satisfaction performance assessment and implementation, behavioral health, claims management and HIPAA compliant software development experience, excellent client relationship and process improvement problem-solving skills.

PROFESSIONAL QUALIFICATIONS SUMMARY

* Technical Skills

o Industries

Behavioral Health EMR Development and Configuration and Administration

Call Center Performance Assessment and Implementation

Natural Gas Transportation Automation and Oil and Gas Lease Analysis

Executive Protection and Maritime Security Business Advisor

o Skillsets

Oversight and Management of Administrative Procedures (7 years)

Defining and configuration of processes and compliance for EMR Behavioral Health records (2 yrs)

PMO and Project Management (14 yrs)

Workflow Management and Documentation (20+ yrs)

Operations / Quality Performance Assessment / Monitoring (17 yrs)

Training Development and Implementation (20+ yrs)

Client Relationship Development and Management (20+ yrs)

Requirements Gathering (20+ yrs)

Business Process Modeling in -as is- and -to be- state (20+ yrs)

SDLC methodology for automated proprietary and CRM development (20+ yrs)

JAD/Brainstorming session facilitation (17 yrs)

Creation of Use Case Documentation (15 yrs)

Vendor software evaluation and selection (17 yrs)

Contractual and IT Change Control / Contract Administration (17 yrs)

o Software/Office

EMR Software: Pro-Filer (2 yrs)

Microsoft: Word (20 yrs), Excel (20 yrs), Powerpoint (20 yrs), Outlook (20 yrs), Publisher (7 yrs), Access (20 yrs), Visio (20 yrs), Sharepoint (8 yrs), Project (12 yrs), ExpressionWeb v4 (2 yrs), Visual Studio LightSwitch (1 yr)

CRM Systems: salesforce.com (3 yrs), Peoplesoft (5 yrs)

Other Software: PVCS (2 yrs); Mercury ITG (5 yrs); Lotus Notes (2 yrs), Crystal Reports (4 yrs), Lotus 123 (5 yrs), WordPerfect (5 yrs);

Office skills: Typing: 75wpm; Data Entry: 21000 kph; Ten-key; Fax; Copier;

* Training

o Fundamentals of Business Law:

Contracts in Commercial Transaction

Employment and Labor Law

Lawsuits and Negotiations

Business Law and Contracting - Entering into a Contract

o Project Management - Risk

o Six Sigma Basics / Center of Excellence Training

o Negotiation and Dispute Resolution in the Public Sector (MIT Opencourse Ware)

EMPLOYMENT SUMMARY - 10 Year View

Company Name Position From To Location

Mustard Seeds Therapy VP of Administration 3/2010 10/2012 Roanoke, TX

MHMR of Tarrant Cnty Project Manager 5/2010 10/2011 Ft Worth, TX

Self Employed Consultant 10/2008 5/2010 San Antonio, TX

Accenture, LLP Implementation Lead 12/2003 5/2008 Dallas, TX

Self Employed Consultant 4/2000 2/2004 Houston, TX

EMPLOYMENT DETAIL

Mustard Seeds Therapy, Inc. March 2010 - October 2012

Vice President of Administration

Workgroup: Pediatric Developmental Disability Therapy Program

Industry: Behavioral Health Management

Location: Roanoke, Texas

Job Description: Oversight and management of Administrative functions for a million corporation in first year.

Accomplishments

* Created and implemented Employee policies and procedures

* Implemented and oversight Human Resource department and payroll and billing processes

* Oversight and management of contracts and negotiations

* Oversight of ranch improvement projects

* Oversight of billing and accounts receivable

* Oversight of IT and software development projects

MHMR of Tarrant County May 2010 - October 2011

Project Management

Workgroup: Behavior Health services for under privileged

Industry: Behavioral Health Management

Location: Ft Worth, Texas

Job Description: Provide project management and business analysis configuration efforts for partnership implementation of Best Practice and Meaningful Use compliant EMR functionality between largest MHMR centers in Texas

Accomplishments

* Provide project management and implementation for role/functionality based EMR software security solutions

* Introduced best practices and standards for HIPAA and Meaningful Use compliant security solutions

* Lead clinical workflow configuration design for all Provider Types within the various clinical area across divisions (ie. Physicians, clinical staff, intake, service coordination, utilization management; MH, IDD, ECI, AdS and CPEP services)

* Lead claims management design, configuration and implementation activities

* Lead Go Live implementation efforts across centers in all divisions.

Self-Employed- Karen Lovin & Associates Consulting October 2008 - May 2010

Training Development and Performance/Operations Assessments (www.kla-consulting.com)

Workgroup: Consulting

Industry: Call Center / Customer Service / Maritime Security and Training / Small Business Development

Location: San Antonio and Arlington, Texas

Job Description: Provide business performance, operations assessments and develop training materials.

Accomplishments

* Provided US representation and business advice for global maritime security and training company

* Developed a six hour - three module (Customer Service, Telephone Techniques and Decision Making / Problem Solving) training course including a complete facilitator`s guide, participant`s workbook and presentation material for the course.

* Provided criteria for technical and operational assessment for call center consolidation including associated risk assessment for go/nogo decision making on request for proposal (RFP).

Accenture LLP December 2003 - May 2008

Implementation Lead 10/07 - 05/08

Workgroup: Consulting - Call Center Technology and Services

Industry: Telecommunications - Internet Service Provider - Call Center

Location: Tampa, FL; Norfolk, VA; and Basking Ridge, NJ

Job Description: Develop and implement strategic initiatives for call center metric improvements in the retention and billing areas.

Accomplishments

* Assessed, researched and analyzed key functional areas of billing to deliver Optimization Plan for agents to increase metric compliance and facilitate reduction of billing errors. Identified over 100 improvement opportunities for Client in areas of governance, technology, training and operations resulting in a contract extension in excess of $1 million.

* Developed and managed cross integrated governance for call center management (vendor management / quality / training) with an increase in operational efficiencies between client and vendor management.

* Managed and deployed centralized monthly incentive programs and pay for performance initiatives showing an increase of criteria compliance from 15% to 47%.

* Managed implementation of processes to increase retention save rate to close gap for Net Adds to Bill in calendar year 2007 from 46% to 77%.

* Development and deployment of agent training resulting in an average increased agent metric sales rates of 10%

Solution Architect / Release Management / Change Control 12/03 - 10/07

Workgroup: Business Process Outsourcing - Call Center Technology and Services

Industry: Telecommunications - Internet Service Provider - Call Center

Location: San Antonio and Dallas, TX

Job Description: Develop and manage Request Management and Contractual Change Control processes

Accomplishments

* Managed governance and solution management for internet services client of global call centers, entailing 10 vendors, 19 call centers, ~6000 agents supporting 9M + customers with over 1400 initiatives in a 4 year period.

* Created and managed contractual change control process which included governance, solution identification, creation and/or review of Statements of Work through execution resulting in an increase of revenue in excess of $6 million to a multi billion contract and implemented as a standard Call Center Technology workgroup process within Accenture organization.

* Implementation of creative solutions to complex business issues including requirements gathering, workflow modeling, meeting facilitation and successful implementation based on increased metric adherence.

Self-Employed April 2000 - February 2004

Entrepreneur - Consultant (Senior Business Analyst / Subject Matter Expert)

Clients: Southwest CCTV; Panhandle Energy; Ziff Energy Group, Ltd., CMS Panhandle Pipe Line Companies, Tenneco Energy

Industry: Business Management; Natural Gas Pipeline

Location: Houston, TX

Job Description: Provide business management / analysis services

Accomplishments

* Assessed and advised business activities, processes, tariff, technical and strategic research

* Conducted brainstorming and facilitated sessions for re-writing of new leading edge portal based natural gas pipeline contracts system

* Managed and directed various projects, i.e. clean up project, functionalities testing in natural gas pipeline transportation system and contract administration, hourly business management system

* Project Coordination of multi-million dollar automated project including: development and maintenance of project plans, milestone identification, risk analysis and budget forecasting

* Developed intelligent automated Project Tracking database with issues resolution competency

* Researched, negotiated, implemented and developed training for off the shelf Customer Relationship Management system (salesforce.com)

Ziff Energy Group, Houston, TX March 1998 - April 2000

Business Analysis/Manager-Administration

Industry: Natural Gas Pipeline Consulting

Location: Houston, TX

Job Description: Provide office operations management and strategic natural gas pipeline analysis

Accomplishments

* Supervised and managed workload of administrative support staff with hiring and termination authority

* Managed US office operations (i.e. HR, Quality, Administration, Recruiting, IT)

* Managed production of benchmark studies, distribution of materials to stakeholders and coordination of study results work groups

* Published 3 proprietary topic reports associated with Gulf of Mexico Shelf and Deepwater Pipeline Issues, Gas Pipeline Capacity Constraints and Nuclear Power Plant Deployment in United States and Canada.

El Paso Corporation (Tennessee Gas Pipeline), Houston, TX February 1991 - March 1998

Senior Business Process Analyst

Industry: Natural Gas Pipeline

Location: Houston, TX

Job Description: Provide business analysis for implementation of automated natural gas pipeline systems

Accomplishments

* Commercial Information Technology Control Standards (ITCS) Coordinator (created, designed, implemented and maintained ITCS management proposal, presentation and training through compliance of audit conditions)

* GISB and GISB-Deferred Commercial Implementation (Implement code mandated by FERC and test requirements prior to implementation)

* Volume Allocation System (VAS) Mainframe to Client/Server Conversion Team (Identify and implement requirements for conversion to client/server environment

* Data Warehousing Implementation Team (Identify and implement requirements for commercial data warehousing)

* Coordination of the VAS / Gas Storage Management (GSM) Nightly Schedule - 24 hour on call; VAS Troubleshooter

* Develop GAS Measurement Issues Tracking/Data Communication Database

* Created various databases and reports to evaluate customer surveys, safety compliance and safety incidents and audit issues tracking

* Maintained and forecasted $1.2 million departmental budget, cost of quality statistics

* Developed and implemented Security Access Review database resulting in a departmental take-out of 2,997.5 hours

* Setup beginning IT Agreements and Tariff for Kern River Pipeline

COMMUNITY LEADERSHIP

Brighter Tomorrows, Grand Prairie/Desoto/Irving, Texas

Board of Directors, Member 06/04 - 10/07

* Chairman, Governance Committee; Co-Chairman, Chocolate & Chic 06; Fund Raising Committee; Finance Committee

Playhouse 1960

Board of Directors 1993

Campaign for United States Senator (State of Texas) - Donald L Richardson

Campaign Secretary/Treasurer 1978 and 1994

RECOMMENDATIONS

Ed Fullman, Senior Executive - Accenture, LLP, has recommended you on LinkedIn.com

Details of the Recommendation: "Karen is a detailed oriented person that was able to deftly create arrangements with clients that did not wish to agree and had little or no reason to comply. She has a quiet and disarming manner that covers a tough and tenacious business acumen."

Mike Ownby, Director - Coleman & Associates Enterprises, Inc., has recommended you on LinkedIn.com

Details of the Recommendation: "Karen was an instrumental partner in creating, developing and implementing incentive and motivational programs to assist our sales/retention team to achieve aggressive goals. I found Karen to be a committed partner with a creative mind who was willing to do what ever was needed to ensure our success. Karen was very devoted to our project and showed this devotion by creating a 6 month incentive program for our team on her last days on our project. This incentive program was a proactive attempt by her to positively position our team for the future, even though she knew that she was moving off of our project. In short she is a talented, creative and dedicated worker."

Gary Ault, CRM Manager - Accenture, LLP, has recommended you on LinkedIn.com

Details of the Recommendation: "I worked with Karen for several months on a business improvement project. Without a doubt, Karen was one of the best consumtats that I have ever worked with. Her work ethic and business acumen are top notch. She brings a level of experience and committment that would be of value to any work situation. Not only did she make great contributions from the project, but she also helped me grow as a leader. She was definitely a pleasure to work with."

Phil Gardiner, Senior Technical Director, Frontend Technology - AT&T, has recommended you on LinkedIn.com

Details of the Recommendation: "Karen's business management skills ensured that SBC Internet Services had an efficient and consistent change control process for our outsource centers. Whether she was in the trenches brainstorming ideas with the agents, negotiating processes between the multiple vendors or meeting with executives, Karen demonstrated that she has the flexibility, creativity and strategic thinking that makes her an outstanding consultant."

Stephen Reed, Chief Operating Officer - Mustard Seeds, Inc., has recommended you on LinkedIn.com

Details of the Recommendation: "Karen is terrific. Clients love her even when she has to tell them no. She quickly obtains a comprehensive knowledge of any of any project or business operation in which she is engaged. Countless executives and clients have relied on her insight and dedication and is the automatic favorite of her peers and coworkers. I would trust Karen with anything."

Jake Monaghan, Executive Director, Customer Care - AT&T, has recommended you on LinkedIn.com

Details of the Recommendation: "Karen managed a Change Control Process for our Accenture contract. She did well managing the team to bring changes to close. She knew when to involve higher level of management for resolution. She is a pleasure to work with."

Service Category: Business Consultant

Year first hired: 2,002

Top Qualities: Personable, Expert, High Integrity

Sam Dastoor, Global Sourcing Strategy Consulting - PriceWaterhouseCoopers, has recommended you on LinkedIn.com

Details of the Recommendation: "Over the past 4+ years, I have had the fortunate opportunity to work with Ms. Lovin. During this time she has demonstrated the professionalism, leadership, passion and flexibility which are needed to ensure the success of any effort. With that said, Karen is a benefit to any organization.

Will Baker, Sr. Telecom Consultant - Anchorpoint, has recommended you on LinkedIn.com

Details of the Recommendation: "Karen is a highly dedicated individual who demands nothing but excellence from herself and the people she works with. During the period that Karen reported to me I found her to be intelligent, hard working, and able to balance the needs of the business with the needs of the client. I would definitely work with Karen again."

Karen Lovin

From:

Laura (abpkyf@r.postjobfree.com)

Sent: Thu 8/13/09 9:59 PM

To: Karen Lovin (abpkyf@r.postjobfree.com)

Karen Lovin was employed by Accenture, a vendor for AT&T, in several capacities. As a Senior Contract Manager for AT&T, I worked with Karen in one of her capacities involving contract management. I found Karen to be extremely knowledgeable, responsive and got the job done in a timely, accurate and professional manner. In addition, her personality and demeanor was one that interacted well at all levels of both AT&T and Accenture and was very highly respected at AT&T. She was identified as the go to person for any questions or problems. She was noted for her ability to professionally and systematically define, process and document solutions to a variety of business situations. Even when the situation was not within her area, she went the extra mile to find the right area to address the issue and then remained involved to ensure the job was completed. As such, I recommended Karen for recognition to the Accenture Project Senior Leadership.

I would recommend Karen highly for any position she may pursue. If you have any further questions, please do not hesitate to contact me at 512-***-**** or on my cell phone at 512-***-**** and it would be my pleasure to answer any further questions.

Sincerely,

Laura N. Haas

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