Michelle Hardy

**** *. **** ******, *** ** E . Chicago, IL 60615

acn8f1@r.postjobfree.com . 224-***-****

Implementation Manager / Project Manager

Technically adept and solutions-focused professional with track record of

top results supporting business critical operations and internal units to

deliver continuous bottom-line success.

Leading consultant with proven expertise in the implementation of assigned

new and existing clients. Develop and maintain project documentation

outlining critical timelines, risks, issues and resolution, and decisions

made as part of the implementation process; launch implementation plans and

program-based solutions. Expertly gather and translate complex requirements

into processes for supporting business units.

Skilled client champion and business partner, guiding client needs-

fulfillment to ensure all deliverables are accurately completed according

to established timelines; control budgets and guide logistics while

delivering on production and user-acceptance testing (UAT) goals. Excel at

communicating with cross-functional teams and departments. Demonstrated

expertise in healthcare implementations related to Medicare, PBM

operations, project management, and client communication in support of key

client accounts.

Technical expertise includes...

Software: Microsoft Office Suite (Word, Excel, PowerPoint,

Outlook),Visio, SQL, MS Access, Team Track, Remedy, NGD

Core Project Management, Implementation Management, Business

Methodologies: Analysis, User Acceptance Testing (UAT), Leadership and

Mediation, Operations Consulting, Client Facing

Interactions, PBM / Medical Benefits, Consumer Driven Health

Experience, Revenue Cycle Coordination, Business Needs

Attainment

Experience Highlights

CNA Insurance, Chicago, IL

Project Manager / UAT Coordinator, 9/2014 - 1/2015

Recruited for select contract to complete special project for insurance

company involving coordinating UAT activities, processes, and

methodologies while attaining performance goals for client satisfaction,

budget goals, and logistics timelines for rollout of new software. Created

tracking methods to identify and report defects in the rollout of Windows

7 across the organization; logged, tracked, oversaw, and ensured

remediation with 3rd party vendors. Provided senior guidance for daily

work processes, task delegation, and project status / performance tracking

and reporting. Developed tools, templates, and standardized procedures to

improve communications. Analyzed environment, business unit

communications, and process documentation methods; and managed dashboard

and project road maps / plans. Liaised with client contacts including

business customers, managers, and colleagues within CNA departments.

. Established method for tracking, trending, and conveying defects on

2K+ daily applicants; remedied defects to achieve >80 daily defects;

concluded project in advance of deadline.

. Led daily meetings to discuss defects on appearance, confer on open

issues, and create / enact resolutions leading to rapid UAT sign-off

and successfully migrated applications.

. Skillfully identified and applied best practices in support of

developing new, streamlined, and optimized business processes during

comprehensive new and existing software launch.

. Leveraged exceptional communication and collaboration talents to

maintain team-wide accountability for remediating all defects to

meet deadlines and road-map objectives.

Abbott Laboratories, Abbott Park, IL

Business Analyst / Consultant, 5/2014 - 9/2014

Sourced to provide consulting expertise in planning and implementing

processes for securing and refining business and technical requirements

for software development lifecycle (SDLC) / application development

lifecycle. Coordinated with project team to identify, gather, and define

key requirements and integrate data into design phases. Liaised with

business users, project managers, and technical leads to capture,

document, and define business and technical system requirements. Oversaw

implementation of Abbott templates as aligned with SDLC. Team with

colleagues to support GIS PMO providing IT PM services to 25 varied

internal business unit delivery areas.

. Developed reputation as a go-to resource assuming responsibility

during head-count losses and human resource changes in order to meet

project goals.

. Created and recommended new tracking and issue resolution system to

rapidly respond and solve various project concerns.

. Utilized expertise in SDLC process and testing operations to meet

program goals.

Walgreens, Deerfield, IL

Project Manager, 7/2012 - 3/2014

On-boarded to oversee partnership building across multiple levels for a

variety of special corporate projects and programs. Facilitated internal

and external communications, requirements identification, long- and short-

range planning, user acceptance testing, and project closure for each

point release. Coordinated with stakeholders, senior managers, and project

teams to define and adhere to logistics, timelines, budgets, and project

parameters. Orchestrated teams, equipment, technologies, and resources for

design, build, and close of projects. Mentored and trained consultants,

project coordinators, and other staff.

. Managed projects: Chicago Public School, Smart D, Government Funded,

Rx Kiosk, Loyalty Offer, Growth Immunization, and Customer

Satisfaction Survey projects and programs.

. Skillfully created and implemented multiple processes / change

requests for review to determine cost, resource estimates, and other

requirements.

. Drove increased levels of employee engagement through designing and

launching special training programs to increase team member skills

and knowledge levels.

. Supported team to meet capability objectives, loyalty operational

goals, and to identify / create functionalities by developing SOPs

driving repeatable processes across all business platforms.

. Demonstrated customer leadership acumen through leading Daily

Livings Capability Applications team to deliver results and respond

to information management requirements.

Independent Contracts, Illinois and Wisconsin

Consultant / Business Analyst / Project Manager, 2009 - 2012

Served as key project influencer; leverage subject matter expertise to

identify and resolve issues within corporate strategy and project

management methodologies. Supported executive decision-makers to

streamline business operations. Performed rigorous trend research and

needs analysis; develop customized project-oriented plans to create

sustainable solutions. Orchestrated cross-departmental communications to

facilitate logistics, enhance work standards, and remove team barriers for

success. Consulted with multiple teams including IT, business development,

sales and marketing, and operations, as well as executive leadership.

Served as primary technical liaison in project management phases to create

project-wide consensus. Managed vendor, stakeholder, and customer

relationships.

. Opus Capital Markets Consultants, LLC: On-boarded to create lasting

solutions to resolve training gaps and provide technical assistance in

all aspects of systems development processes.

. Control cost while meeting rigorous business requirements by

leveraging talent for identifying, evaluating, and developing

customer-centric, streamlined systems and procedures.

. Johnson Controls, Energy Solutions America: Consulted on the design,

implementation, and configuration of new systems as well as testing,

implementations, business process mapping, and fit gap analysis.

. Served as primary communication link with internal departments

facilitating project planning, daily meetings, and project reviews;

drove collaboration to ensure full project buy-in across teams.

. Concuity, Vernon Hills, IL: Partnered with key decision makers to

gather requirements to develop lasting technology-related business

solutions.

. Performed maintenance, analysis, and upgrading of sophisticated

enterprise business systems; steered design and delivery of

innovative process improvements for challenging business issues.

Walgreens Health Initiatives, Deerfield, IL

Sr. User Acceptance Tester (UAT), 2006 - 2009

Led full life cycle of critical UAT projects from concept to sign-off.

Created project schedules and determined scope. Fostered productive

relationships with clients and business partners. Guided all team members

involved in projects, assigning functions, and coaching on effective

strategies. Assessed potential issues and operational impacts of projects.

Aided Business Unit Leader in planning and strategization of initiatives

for meeting business unit goals. Partnered with IT to develop, run, and

document tests. Compiled, reviewed, and analyzed comprehensive business

systems documentation.

. Hand-picked as point of contact for UAT projects, liaising with

internal / external groups to gather requirements, review

deliverables, and ensure projects proceed according to deadline.

. Integral in identifying business unit training and development

requirements, liaised with management and staff in recommending and

implementing new training initiatives.

. Instrumental in ensuring company's compliance with new requirements

for High Deductible Health Plan (HDHP), resulting in a revenue

increase of $1.5M.

. Authored article entitled "Stakeholder vs. Employee" that was

selected by executive management as key topic for quarterly forum.

Walgreens Health Initiatives, Deerfield, IL

Senior Eligibility Administrator, 2002 - 2006

Set up and maintained benefits accounts for a client base of 70+.

Completed processes to analyze complex problems through root cause

analysis; developed and delivered recommendations for implementing

creative and technical solutions for enhancements. Identified and

implemented process improvements to improve overall implementation

process. Coordinated with clients, internal business partners, and all

functional units: Sales, Benefit Administration, MEDS, Enrollment,

Customer Care, Finance, Premium Billing, Underwriting, Pricing, Legal,

Marketing, Retail, Mail, and Specialty Pharmacy Operations. Conveyed

client needs and monitored progress to meet deliverables and timelines

requirements. Oversaw SLA obligations. Maintained implementation project

plan reporting standards for risk, action item, issues, and decisions log.

Participated in business unit meetings; communicated progress and

responded to issues.

. Strengthened client relationships by developing an implementation

and communication plan that coordinated client deliverables and

decision points with internal functional areas.

~ Additional experience as an Employee Relations Specialist with

Veterans Administration in North Chicago, IL and as a Contract Specialist

with Allscripts HC Solutions, Libertyville, IL. Recent volunteer

experience managing all aspects of operations as President of the Choices

Women's Resource Center in Waukegan, IL. ~

Education & Credentials

Master of Arts in Business Administration (In Progress), Liberty

University, Lynchburg, Virginia

Bachelor of arts in Business Administration, University of Colorado,

Boulder, Colorado

Professional Development: Certified Associate Project Manager (In

Progress)

Certified Mediation Specialist ~ Total Quality Management Certified

Secret Security Clearance ~ Member - Project Management Institute (PMI)

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