Software Implementation Manager

SKILLS & TALENTS

Financial Management Sales Support Public Speaker Organic Growth / Expansion

Best Practice Development Managing On to Offshore Conversions End User Training Measurement of KPIs Implementation Management Vendor Relationship Manager Mentoring & Coaching Relationship Management People Management Consultant to Business Partners Process Improvement Escalation Point for Clients Relevant Work Experience

2014 - 2016 Director, Sales & Support RetireUp, Inc. Mundelein, IL Built a sales and support team; coached them on the software functionality and troubleshooting as well as their presentation skills Worked with customers, enterprise and individually, to consult on how to integrate software into operations; owned the relationship from pre-sale through go-live and served as a consultant afterward as needed Developed technical documents such as user guides, train the trainer curriculum; travelled to on-site sales and traiing venues presenting to 10-300 2011 - 2012 Implementation & Operations Leader / VP J.P. Morgan Chicago, IL Oversee the ongoing aspect of J.P. Morgan's Defined Benefit outsourcing business, reporting to the National Practice Leader; project managed implementation of outsourcing services and large add-on projects Key objectives, which were successfully executed in the allotted time: Transfer 40% of work activities from specialists to offshore generalists Reduce Operating Expenses by 30% via operational enhancements and rigorous performance management Implemented steering committee for product feature review to decde which to implement based on data Manage release of software enhancements; scoping, resourcing, testing, issue resolution, artifacts Implemented new DB Outsourcing clients on time & with quality allowing client to achieve financial targets 2007-2011 Operations Manager / Asst. Vice President Aon Hewitt Glenview, IL Responsible for ongoing administration and consulting for multiple mid-market and Fortune 500 clients' qualified and nonqualified defined benefit plans; operational responsibilities include staffing, budget, transferring work offshore; people manager responsible for performance management and talent development; client management duties included consulting on regulatory changes, suggesting process improvements, relationship, scope management and organic growth through continuous excellent results and identifying out of scope revenue opportunities and solutions; chosen to rapidly establish credibility in order to renew $1.7M annual contract

Enterprise-wide leader in office relocation, offshoring administration, space optimization, chairperson of cross-location culture committee, and performance management governance projects in addition to client-facing responsibilities; was promoted to an officer status during tenure Deena Rafferty

111 Stockton Dr. Grayslake, IL 60030 224-***-**** *****.********@*****.*** linkedin.com/in/deenarafferty Seasoned project and service delivery leader with focus on software and processes 1998 - 2007 Senior Project Manager Aon Hewitt Lincolnshire, IL 2012 - 2014 Implementation Manager

Member of cross-functional team developing defined benefit best practices for administration; maintained and revised practices as legislative changes, operational enhancements, or continuous improvement efforts evolved

Consulting with clients about product features, how to implement software into practices, reporting needs, change management; overall responsibility for relationship for book of business Subject matter expert in development and deployment of proprietary software used for contact center customer interactions leveraging benefits industry knowledge, customer service vision, call center KPIs, scalable models, and business development needs for a showcase personalized interface Rehired in 2012 to staff and train a temporary sub-team to support fourteen concurrent client projects. Project managed them to profitability, staffed, managed support team, tested calcs, managed fulfillment vendors and payment files; consulted with clients on project design and communication strategies Unmatched Value For Your Organization

Differentiating skills and talents: Strong analysis skills and swift decision maker; engaging public speaker; successful track record training novices & knowledgeable practitioners; respected leader with more than fifteen years experience developing and mentoring talent and performance results; deep passion for bridging gap between techical and non-technical teams; expansion of services or additional products Education and Affiliations

Western Illinois University, Macomb, IL, Mathematics; MENSA International, Court Appointed Special Advocates, National Police Wives Association