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Manager Customer Service

Location:
Linthicum, MD
Posted:
December 30, 2019

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Resume:

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

Linthicum, Maryland *****

443-***-****

ada6at@r.postjobfree.com

Suzanne Cordray Robinson

Work Experience

**/**** – 10/2019 Marick Group

Project Manager

Serve as Project Manager for large, complex project with the United States Postal Service.

Manage all implementation tasks for Recruiting and Succession modules of the Cornerstone Learning On-Demand software implementation for the United States Postal Service (600,000 employees).

Submit weekly reporting at both the customer and internal executive levels.

Lead team of implementation consultants (3) to define requirements, reengineer business processes (as necessary), test configuration settings, and deploy the software to production.

Serve as Project Manager for with the Federal Aviation Administration.

Manage all implementation tasks for the Performance module for SAP Success Factors.

Create and manage project schedule, manage adherence to SOW deliverables, provide monthly reporting to the customer.

Lead team of implementation consultants (3) to define requirements, reengineer business processes (as necessary), test configuration settings, develop training documents and videos, and deploy the software to production.

09/2017 – 10/2018 Basys, Inc.

Customer Experience Manager II

Serve as project, people, support, and account leader for multiple large, complex accounts.

Serve as Project Manager for many (50+) small projects simultaneously. Responsible for managing scope and financial profitability.

Lead a team of Business Analysts responsible for ensuring timely, cost-effective, quality execution of custom software development projects.

Serve as manager for five Business Analysts including performing performance reviews, ad hoc GROW meetings, and weekly one-on-one meetings.

Serve as Account Manager/operational point of contact for over twenty large Pension/Health & Welfare funds. Serve as the voice and advocate for the customer internally.

Develop work orders and change orders for complex, multi-stage software projects.

Manage project budget and report/account for overages.

Partner with the Sales Department to identify sales opportunities and help develop the customers’ implementation roadmap.

Communicated with, coached, and coordinated all project employees. Collaborated with Development and Product Management department to achieve product enhancements or custom development requests.

07/2010 – 09/2017 Sylvan Learning Center

Senior Manager, Web Development (04/2015 – 09/2017)

Manage the software development life cycle for Sylvan’s customer-facing web properties and all technical projects to support email marketing efforts.

Serve as project manager for all technical web development projects.

Manage project queue for web development team including serving as company contact for web development projects.

Lead team responsible for supporting technical infrastructure for email marketing efforts using Salesforce Marketing Cloud.

Lead team responsible for front-end web development.

Serve as liaison between the business units, IT organization, an offshore development team, and multiple third-party vendors.

Responsible for all phases of SDLC from initial project definition to implementation including:

Define project goals and objectives

Develop comprehensive business requirements documents

Manage project scope and business/user expectations

Review test plans and test cases

Perform user acceptance testing

Work with training team to develop end-user training, release notes, and job aids/manuals

Serve as final escalation point in defect escalation/investigation process

Business Analyst, Information Technology Department (07/2010 – 04/2015)

Serve as Lead Business Analyst for Sylvan Learning Center’s major web properties including: Sylvanlearning.com, SylvanFranchise.com, BookAdventure.com, SLC Link (Sylvan’s intranet), Ace it!, and mySylvan (parent portal).

Serve as liaison between the business units, IT organization, an offshore development team, and multiple third-party vendors.

Responsible for all phases of SDLC from initial project definition to implementation including:

Define project goals and objectives

Develop comprehensive business requirements documents

Manage project scope and business/user expectations

Manage project plan and project timelines

Review test plans and test cases

Perform user acceptance testing

Work with training team to develop end-user training, release notes, and job aids/manuals

Serve as final escalation point in defect escalation/investigation process

12/2007 – 05/2010 XLHealth Corporation

Business Analyst, Information Technology Department (06/2009 – 05/2010)

Serve as Business Analyst for a Medicare Advantage Plan responsible for the secure provider and member portals, a web-based call tracking application used by the Customer Service Department, and other ad hoc projects for the Marketing and Customer Service Departments.

Act as liaison between the business units, IT organization, and third-party vendors to provide technical solutions to meet user needs.

Elicit business requirements using interviews and document analysis.

Develop comprehensive functional requirements documents.

Document complex operational processes in order to perform gap analyses and define IT solutions.

Ensure compliance with CMS/federal regulations.

Develop and maintain project plans including managing tasks, resources, deliverables, and timelines.

Develop and execute test plans.

Prepare workflow diagrams.

Perform end-user training.

Business Process Manager, Customer Service Department (06/2008 – 06/2009)

Serve as Business Process Manager for a 40-seat internal call center and a 200-seat external call center.

Develop business process improvement initiatives concentrating on improving the member and provider experience, reducing operational costs, and maximizing efficiency.

Implement new processes including developing policies and workflow documentation, specifications for system modifications, training materials, and reporting requirements.

Monitor post-implementation reports to identify additional training needs.

Conduct bi-weekly trainings to introduce new procedures, reinforce recently implemented procedures, and review content-driven training materials.

Conduct daily conference calls with a third-party vendor to review work product quality and adherence to processes, answer questions, and solicit feedback.

Develop and document policies and procedures and workflow diagrams.

Collaborate with other departments to improve intra-departmental processes.

Manage departmental communications with staff, other departments, and third-party vendors.

IT Trainer & Documentation Specialist, Information Technology Department (12/07 – 06/08)

Serve as IT Trainer and Documentation Specialist for a management information system (MIS) used by medical staff for disease management.

Develop IT training plan for program-wide system implementation.

Train staff members on the use of the system both in-person and via the use of web-based training tools.

Coordinate and host post-implementation follow-up Webinar/Go To Meetings to address frequently asked questions, communicate known issues, and announce forthcoming system enhancements.

Maintain oversight of the attendance and successful completion of training requirements.

Coordinate testing efforts and serve as a liaison between users and in-house testing team to communicate, document, and track system issues.

Update/maintain training documentation for on-line help.

Develop workflow documentation including policies and visual aids.

1/04 - 12/07 University of Maryland, Institute for Governmental Service

CJDATS Coordinator

Coordinate nine-site research collaborative funded by the National Institute on Drug Abuse (NIDA) CJ-DATS (Criminal Justice-Drug Abuse Treatment Studies).

Track monthly progress of research studies, publications, presentations, and journal issues.

Manage website content and monitor study progress to ensure that all materials are posted in a timely manner. Managed and designed a reorganization and redesign of the website (www.cjdats.org) including: negotiating contracts, testing and approving new functionality, and overseeing vendor progress.

Coordinate large meetings (150-200 people), conference calls, prepare agendas, manage packet preparation, and write minutes.

Manage a national multi-level survey project regarding substance abuse for the offender population.

Manage all aspects of a multi-level national survey which extended through the criminal justice system from state-level executives to line-level staff.

Design and maintain respondent databases.

Design survey instruments, manage survey mail-out, manage follow-up phone calls, and track and report response rates.

Coordinate survey follow-up efforts by county, state, and region.

Serve as IT Trainer for a management information system (MIS) used in Bureau of Justice Assistance (BJA) funded drug courts.

Train drug court teams on the use of the system as well as the implications of electronic data management.

Develop (write and design) pre-training and training materials.

Coordinate beta screen testing and development.

Write Institutional Review Board (IRB) applications concerning human subject protections.

Collaborate with drug court team to develop individualized implementation plans by: assessing data being collected; mapping drug court case flow; identifying staff roles and responsibilities; assessing computer needs and staff skill levels; identifying barriers and developing strategies to overcome them; developing quality control plans; and modifying court policies and procedures to include the use of the MIS.

Monitor and ensure fidelity to confidentiality requirements based on federal and institutional guidelines regarding human subjects.

Communicate with research community and pilot site participants regarding the MIS and the research.

Serve as editor/graphic designer for all documents including journal submissions and manuals. Work closely with other researchers to develop graphic elements for presentations and publications.

Education

Towson University Master of Science December, 2016

Master’s degree in Applied Information Technology with a concentration in IT Management

University of Baltimore Master of Fine Arts May, 2005

Master’s degree in Writing and Publishing Arts

University of Central Florida Bachelor of Arts August, 2000

Bachelor’s degree in Legal Studies/ minor in English-Writing

Publications

Taxman, F.S., Shepardson, E., Delano, J., Mitchell, S. C. (Robinson), Bryne, J., Gelb, A., & Gornick, M. (2004). Tools of the Trade: A Guide to Incorporating Science into Practice. National Institute of Corrections (Washington, DC); Maryland Department of Public Safety and Correctional Services.

Taxman, F. S., Young, D. W., Wiersema, B., Rhodes, A., & Mitchell, S. C. (Robinson) (2007). The National Criminal Justice Treatment Practices Survey: Multi-Level Survey Methods & Procedures. Journal of Substance Abuse Treatment (32), 3.



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