Louise D. Murphy

*** ******* ******, **** ****, Braintree, MA 02184

508-***-****

ac09oc@r.postjobfree.com

EXPERIENCE

TEKSystems/Optum Technology

Program Coordinator (Contract) 03/14 – 01/17

Project Coordinator/Liaison for Business Operations Team Leads

Coordinate activities for Optum Business Operations Team Leads responsible for Commonwealth of Massachusetts Health Insurance Exchange.

Perform business Analysis on data created by call center and paper processing agents.

Remediated and triaged issues with processes and systems.

Oversaw Change Request Management as it pertained to operational support.

Manage reporting and resolution of Issues and Risks.

Scheduled staffing and training initiatives for multiple client sites.

Single point of contact multi-platform system access.

Monitor and recommend staffing allocations to satisfy frequently changing business needs.

Provided project support to Optum’s Services and Operations Support.

Facilitated meetings, logistics and transcribed meeting minutes and issue action items with follow-up.

Created graphs and reports on project activities to stakeholders.

Created PowerPoint Presentations.

Manage on-boarding for new consultants, administer SharePoint and System privileges.

Point person for triage with system issues.

Ad hoc project management.

Managed project activity using MS Project.

Created process flows using Visio.

Lateral Group/DST 04/13 – 11/13

Implementation Project Manager

Integral member of a team of three, developing standardized procedures for managing client implementations of inventory/print fulfillment systems.

Partnered with Sales Group in identifying potential up-sale and new business opportunities

Actively participated in the creation of New Client Implementation Guides.

Created standardized project management procedures for team in accordance with corporate guidelines, policies and procedures.

Managed Project Plans for client implementations.

Designed workflow documents and diagrams.

Provided project leadership, client training and client support.

Liaised with internal resources to ensure consistency and stability in implementation progress.

Partnered with stakeholders and internal resources to capture specific data requirements via interviews, questionnaires, surveys, site visits, workflow storyboards to determine project scope.

Converted requirements into concise, comprehensible language for developers.

Assisted clients with integration of requirements into comprehensive, complete and accurate business, functional and non-functional requirements.

Collaborated with technical resources to ensure final product met/exceeded client needs.

Managed resources supporting project.

Identified opportunities to add to client menu of services.

BPMO Certified - DST internal PMO.

Managed project activity using MS Project.

Created process flows using Visio.

Gaucho Group – HRIS Consulting 11/11 – 01/13

HRIS Project Coordinator/Client Liaison (Contract)

Selected as On-Site Consultant, performing project management and coordination for large privately held organization in Nevada specializing in government projects.

Served on projects including: research and integration/implementation for Org Charting, Recruiting Tools, Business Analysis, Project Analysis and trouble-shooting.

Gathered relevant data and worked collaboratively with PM’s, Clients and Developers to create and refine detailed Business Requirements documentation.

Managed Project Plans for HRIS integration/implementation.

Managed resources assigned to projects.

Conducted project meeting and reviewed/resolved client issues.

Tested system changes.

Managed Project Plans and Task Lists for CEO and assigned clients.

Managed project activity using MS Project.

Broadridge Financial Solutions, Inc., Hingham, MA 04/07 – 07/10

Manager, Client Services

Managed team of client administrators responsible for managing/participating in all aspects of Mutual Fund, Annuity, 401(k) and Tender Offer proxy campaigns.

Partnered with HR in several areas; talent acquisition, job descriptions, development of core competencies, interviewing process, and onboarding of new hires.

Managed various internal projects as required by business circumstances; Projects Included: Competitive Landscape assessment and recommendations, developing training materials for conducting efficient conference calls, obtained and utilized software to conduct 360 assessment of team, obtained and used software application to screen applicants for various positions, participated in creation and implementation of Universal Project Checklists and Client Profiles to be accessed via the Internal Hub application.

Created core competency models for each grade level within the enterprise

Developed and implemented mentoring program for staff members.

Provided ongoing learning opportunities to promote employee engagement and potential career advancement.

Worked in conjunction with Sales in managing client experience and identifying potential sales opportunities.

Evaluated staffing levels and identified potential efficiencies across businesses.

Ensured back-up and cross-training meet business needs.

Performed regular one-on-one meetings with team members.

Constructed feedback vehicles and managed related processes.

Addressed ad hoc performance concerns.

Managed and tracked staff attendance; scheduling, coordinated leaves and vacation scheduling.

Collaborated with Senior Project Managers to determine level of support required to assist larger scale projects.

Partnered with clients requiring systems changes to document their needs via Business Requirements Documentation.

Managed project activity using MS project.

Created process flows using Visio.

Citizens Financial Group, Smithfield, RI 08/05 – 04/07

Business Analyst/HR Operations

Managed relationship between HR and designated business lines, Recruiting, Training, eLearning, and introduced new functionality into their processes.

Partnered with Recruiting and HR Technology to introduce new applicant search tool and background check mechanism. Developed requirements documentation, test scripts, and training materials.

Collaborated with Information Security to ensure new applications complied with company standards.

Conducted penetration testing sessions between Information Security and third party vendors to review and remediate results.

Coordinated efforts in Training and Development to update on-line learning materials and create new process for self-management of tool.

Worked with Technical Solutions team to introduce new system functionality to HR environment/processes, including development of requirements documentation, test scripts, perform user acceptance testing, moved forward to production.

Performed analysis and researched issues related to business applications. Worked with Production Team to address and resolve production issues.

Managed training assignments within HR Operations, assigning, tracking, monitoring and billing.

Citizens Financial Group, Cranston, RI 06/04 – 08/05

Project Assistant (Contract) - Citizens Bank/Charter One Acquisition

Managed Contract Integration Team.

Replaced existing manual process by partnering in the creation and development of an automated process using an ACCESS database.

Developed and designed tracking mechanisms/sorting functions allowing for a more streamlined and manageable tool for presenting data to senior management.

Improved delivery time in obtaining/sending contractual documents.

Created reporting tools to develop audit trails and perform risk analysis.

Wrote procedural guide detailing the specifics the new automated processes used managing contractual agreements between banks and vendors.

Partnered with internal departments and procurement areas to ensure smooth transition of contractual agreements with vendors.

Worked collaboratively with Legal Department performing contract review and resolving questions.

Additional projects included the cleanup of issues from prior acquisitions.

EDUCATION

Cardinal Cushing, Boston, MA

Business Coursework

Introduction to Business – Dean College Accelerated Program – Completed October 2002

Principles of Management – Dean College Accelerated Program – Completed December 2002

Management Communication – American Management Association – Completed April 2009

Project Management Skills – American Management Association – Completed April 2010

COMPUTER SKILLS

MS Office 2013; PowerPoint, Word, Excel, Visio, Project, FileMaker Pro, JIRA, MassForge, Familiar with Agile/Waterfall Project methodologies

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