Manager Project

April A. Henderson

***** ***** **** **. *******, TX 77377

*****.***********@*****.*** 281-***-****

http://www.linkedin.com/in/aprilhenderson61

Summary of Qualifications

Business Process Improvement, Business Analysis, Billing Management, Project Management, Data Analysis

Accomplished and integrity-driven professional with over 26 years of business success in financial processes, systems and 9 years of billing/customer care management, 10 years of Project management, with over 2 years in the utilities industry, and 6 years sales tax experience, with a proven record of productivity, quality, and initiative. Recognized for outstanding business process design/redesign, project management skills, data analysis abilities, attention to detail, and a demonstrated ability to drive team consensus and motivation. Demonstrated ability to evaluate data, isolate root cause, improve processes, and implement controls to ensure benefits are realized and sustainable. Additionally, Six Sigma Black Belt certified with an established history of optimizing Six Sigma methodology, statistical tool usage, DMAIC, and Design for Six Sigma/LEAN processes.

Professional Experience

Leave of Absence, 1/13 – 9/14

Full time Caregiver

Provided round-the-clock care for seriously ill family member, including medication management, assistance with activities of daily living, coordinating in-home therapies and services.

Southwest Water Company, 5/10 – 6/12

Sr. Customer Care Project Manager/Business Analyst, 7/11 – 6/12

Sr. Manager Customer Care, 8/10 – 7/11

Manager, Billing & Collections, 5/10 – 8/10

Recruited by the V.P. of Business Improvement to join the IT team during our 13 month SAP implementation utilizing ASAP methodology.

Managed a team of 7 functional analysts and 15 consultants.

Areas of focus within SAP IS-U/ CR&B included FI/CA, Billing, Web/IVR, Device Management, Customer service, CRM, Bill print, remittance and conversion.

Facilitated project status meetings with business stakeholders for 8 months post Go-Live to insure defects were prioritized and resolved timely.

Managed the regulated business’s integration testing phase to insure go live readiness.

Developed, implemented and managed all Cutover plans for regulated utilities in TX., CA. and AL.

Management of 3P vendor for bill print and remittance during entire project life cycle.

Managed the project scope through Change Request process.

Responsible for identifying, escalating and resolving project issues.

Liaised with Executive Committee on Project Status reports through to post Go-Live phase.

Provided guidance and assistance to business units to insure successful implementation.

Developed KPI reporting post Go-Live for back office processes.

Overall project budget: $26M.

Responsible for the billing and collections activities for 9 investor owned regulated utilities in Texas and 1 in Oklahoma. Quickly promoted to Sr. Manager of customer care to insure front and back office processes were in alignment to meet customer needs and business goals, while maintaining the integrity of these process per Tariffs and other regulatory guidelines.

Directly managed a staff of 6 Billing analysts, 14 Call Center reps, and 1 outsource print/remittance vendor.

Responsible for back office business process design and system improvements, which reduced cost and improved efficiencies.

Budgetary responsibility of $5M.

Served as Project Manager for the AMR back office implementation for 38k devices in Texas over a 5-month period. Implementation was completed on time and under budget. Project budget: $11M.

Reduced DSO from 48 to 29 days within 4 months.

Reduced customer hold time from 4 min. to 1 minute through performance management and incentives.

Produced monthly and quarterly Executive Performance reporting of KPI.

Facilitated the Change Control Board sessions for legacy enhancements.

Responsible for resolving escalated customer issues.

Managed requirements definition, Blueprint, data cleansing, integration testing, conversion, cutover plan and Go-Live plan for SAP implementation. This included Customer care, rates, billing, C&C, device management, bill print, remittance, Web and IVR for the TX. and OK. Utilities.

DHL Express US, 8/05 – 12/09

Billing Completeness Manager, 5/07 – 12/09

Revenue Billing Manager, 8/05 – 5/07

Brought on board to consolidate and streamline high volume logistics business practices following the merger of Airborne Express and DHL in 2003. Key activities/responsibilities included building mutually beneficial relationships with both technical and non-technical personnel, effectively understanding and translating the needs of constituencies into IT system requirements, and to consistently drive results through the identification of errors, implementation of process improvements, reduction of defects, and the establishment of standardized reporting.

Directly managed a staff of 15 analysts and 3 outsourced vendors handling over $370M in revenue annually.

Developed previously non-existent corporate reporting tools for the VP of Finance to measure and analyze financial and operational data (i.e., key performance indicators, forecasting, budgeting, management reports) and developed management tools to quantify, measure, and monitor production status and work inflows.

Developed innovative strategies, leveled resources, redesigned and automated business processes resulting in more efficient and effective capture of time-critical billing data, which increased revenue retention by $5M within the first year.

Served as the Project Manager over team consisting of contracted information technology analysts and business SMEs which implemented a strategic reconciliation process to expose and minimize previously unidentified revenue leakage, and simultaneously improve quality and revenue capture. Spurred projects resulted in $11M annualized savings. Project budget was $10M, delivered on time and under budget.

Successfully redesigned, implemented and managed multiple billing projects ranging from $20K to $100K, and provided the specific technical knowledge and vision to support the business objectives.

Selected to represent the Billing department on 3 corporate wide system deployments, 2 legacy and 1 SAP. Responsible for ensuring end-to-end data integrity, blueprint, system compatibility, testing, and compliance. Required to anticipate and trouble-shoot potential process drivers and restrainers and to communicate the project status to both technical and non-technical personnel.

Liaised and oversaw multiple departments ensuring timely revenue capture and departmental compliance, driving results to exceed established KPI and IKO requirements for 4 consecutive years.

Budgetary responsibility of $4.5M.

IKON Office Solutions, Inc., 3/99 – 5/05

Six Sigma Black Belt-Finance, 12/03 to 5/05

Sr. Analyst, Tax Services, 8/00 – 12/03

Analyst, Tax Services, 3/99 – 8/00

Designed and implemented a nationwide business process to capture taxes paid on bad debt and report recovered revenue, resulting in hard annual savings of over $180K.

Redesigned and implemented equipment billing process change, which resulted in over $350K annual savings.

Reduced sales & use tax variance by designing and implementing a specialized tax compliance workflow to over 40 stand-alone billing locations, resulting in savings over $250K monthly.

Designed, developed and implemented Exemption compliance system increasing compliance from 20% to 93% in less then 12 months, substantially reducing tax audit exposure for prior and future years.

Designed and implemented Use tax reporting tool to capture invoice detail for calculating and reporting use tax.

Worked with senior management to identify projects that align to strategic goals. Coordinate with functional leadership to ensure proper project scope, financial measures, planning, communications, resources, results, and project quality.

Worked as the Project Manager for Oracle 11i implementation for Tax department. Requirements gathering, testing, go-live support and postproduction support for Tax team.

Setup, implementation and maintenance of Vertex Tax Decision-Maker with Oracle 11i for customers, products and rate overrides. Accurately collect and remit sales tax for consolidated billing system.

Supervised Tax analysis team to establish and maintain procedures, systems and controls to ensure data quality for reporting sales and use tax. Responsible for annual employee performance reviews and discretionary bonus goals. Ensure department and corporate goals are achieved on time.

Compile monthly financial and operational metrics to functional leaders for processes and capabilities.

Research Sales and Use Tax laws and regulations as needed for tax compliance applicable to industry and customer base.

Worked in conjunction with Internal Audit to create and review process documents, and test financial controls for Sarbanes-Oxley certification.

Design Technics Inc., 1/94 – 3/99

Contract Consultant

Design, analysis, testing and implementation of internal and external database applications for graphics design company using Microsoft Access.

Developed inventory system and estimating program for customer design projects.

Assisted with accounts receivables, payables, billing, bank reconciliation and other accounting functions as needed.

Education and Training

Six Sigma Academy, Certified Six Sigma Black Belt

Vertex Inc., Certified in Tax Decision Maker

H.C.C., Finance and Biology

Software Proficiencies

MS Office, MS Access, MS Visio

SAP IS-U, FI/CA, CCS

Oracle 11i

Vertex TDM

Oracle Discoverer

SAP A/R and BW

Notable Accomplishments

Received the prestigious Global Bronze Award from parent company Duetsche Post World Net for coordinating a network-wide initiative, resulting in a direct reduction in the number of waybills missing billing accounts by 57% and reducing new account set ups from waybills missing accounts by 75%. Resulting savings of 5 FTE.

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