Kathleen R. Kurth

**** ******** ***

Atlanta, GA 30101

770-***-****

ac8i6s@r.postjobfree.com

PROFESSIONAL SUMMARY:

Outstanding Business Analyst, Project Manager, Process Improvement Executive, and Business Operations Consultant. Excels at engineering process enhancements, documenting procedures and support materials, collaborating on system rollouts and upgrades, and ensuring processes meet quality and efficiency standards. Superior decision-making, strategic planning, and implementation skills. Background in Healthcare, Human Resources, and Government sectors.

PROFESSIONAL STRENGTHS:

Reengineers processes for performance optimization

Documents operational procedures and diagrams process maps for optimum efficiency

Utilizes best practices and benchmarking to successfully manage projects

Identifies and resolves problems in an efficient manner

Surpasses customer expectations and exceeds contractual Key Performance Indicators (KPIs)

Quickly ascertains client’s systems (Case Management System (CMS), Human Resource Information System (HRIS), Medical Claims) and trains teams on those systems

Successfully manages multiple sites

PROFESSIONAL EXPERIENCE:

I made the decision five years ago to take care of a family member, it was time well spent. I have demonstrated a strong sense of values, commitment, loyalty, and self-improvement by my actions during this time. I continually network with people in my field to stay informed. I participate in online Project Manager, Six Sigma, and Business Analyst groups. I manage Projects (membership, collections, web page, community events and committees) for my HOA. I am now able to join an innovative organization where I can utilize my skills and experience to excel.

Contractor for Federal Government 2009- 2013

Project Manager/Team Lead

Implemented a specialized department for the US Department of Labor. Created effective work processes, documented procedures, set quality standards, and met KPIs. Trained staff on regulations and protocols regarding the Federal PERM certification process. Routinely reviewed processes and made improvements. Managed employees, materials, and production levels.

Contract execution

oSuccessfully implemented the most detailed and extensive department

oAssisted on contract proposals

Created additional KPIs

Developed quality standards and turnaround time requirements

oAdded new department data into CMS

Built workaround to query CMS data

Developed Standard Operating Procedures (SOPs)

o Client so impressed by SOP template, implemented for all six departments (Operations and Administrative)

Led User Testing team on CMS upgrades

oCreated Use Case Scenarios, Tracked and Reported Issues, Time Delays, and System Outages

oTrained employees after each CMS upgrade

Retained 100% of Analyst staff

oOnly department, out of four Operations departments, to have zero FTE turnaround

SWOT Member

oAdded strengths, reduced weaknesses, recognized opportunities, and addressed potential threats

SourceCorp – Healthcare Accounts 2006-2008

Operations Manager

Profit and Loss responsibility for four Healthcare contracts. Improved data entry quality and quantity of Medical Insurance claims processed. Built effective partnerships and developed additional business opportunities. Directed an Operations staff of 80.

Increased data processing 27%

oDesigned a new payroll structure to motivate employees

Managed Operations of multiple sites

Effectively transferred business processes

oCompleted transition from Colorado to Georgia 17% earlier than forecasted date

Achieved in 100 days, goal was 120 days

Met KPI during first 90 days in position

oFirst time, in over a year, KPI for turnaround time was met

Increased profit by 18% on a $5 million contract

Kathleen R. Kurth Page Two

BellSouth Telecommunications Inc. 2005-2006

Measurements Analyst Manager

Researched and analyzed customer data to improve customer service and lower costs. Reviewed new product launch information and reported findings to assess product profitability and growth. Responsible for reporting monthly, quarterly, and yearly divisional metrics.

Key member of data storage system testing

oDetailed defects

oListed desired outcomes and necessary improvements

oRecommended Use Case Scenarios

Expanded report

oHighlighted trends, changes, and areas for further investigation

oRevised reporting format to be more user-friendly

Added pivot tables

Improved design layout

Managed report distribution

Improved customer service rating 8%

oBeta tested, gathered and reviewed data, and recommended improvements

Affiliated Computer Services, Inc. 2003-2004

Project Manager/Business Operations Analyst

Analyzed business procedures and customer requirements to increase production. Designed process maps, developed operational procedures, and monitored department performance. Trained staff and reported metrics to Senior Management.

Coordinated hiring and training events for a new call center

oEstablished SOPs

oEdited and implemented employee manuals

oManaged Event Schedule

Met all project due dates

Created a database to measure and monitor three essential KPIs

o Staff production, client volume, and turnaround time

Implemented new data collection processes for government clients

oState funded program for Low Income

oMedicare supplement program

Spherion, Inc. –United Parcel Service Human Resources Contract 1997-2003

Site Operations Manager

Effectively operated a six million-dollar operation for a World Class Organization. Established and maintained a winning partnership with customer. Managed an operations staff of 100. Provided call center, data entry, imaging, and auditing support for client’s HRIS. Reviewed data, analyzed results, and summarized findings. Generated monthly, quarterly, and yearly Balance Scorecards.

Successfully reengineered departments

oCross-trained call center employees to handle inbound and outbound requests

Increased First Call Resolution and Customer Satisfaction Rating

Decreased Call Abandonment Rate and Average Handle Time

oUpgraded Imaging Department utilizing Optical Character Recognition (OCR) Technology

Participated in user testing of HRIS upgrade

oOnly 12, out of 500+ HR employees and contractors nationwide, selected to test at Corporate Data Center

Increased revenue by expanding services provided

oAdded W2 reprint process

Reduced customer expenses 14%

o$672,000 savings

Performance Forum Member

Award of Excellence Recipient

EDUCATION: Clemson University Bachelor of Science, Business Concentration in Management and Marketing

CERTIFICATION: Six Sigma Black Belt BMGI

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