Manager Program

Juliea Urban

*** * ******* **** **** · Lindenhurst, IL 60046 · 847-***-**** · ************@*****.***

Professional Profile

Strategy / Technology / Operations / Leadership

Highly accomplished IT and business professional with a distinguished career optimizing customer relationships that drive business oriented results. Executed process improvement initiatives and customer service standards to achieve results and facilitate growth. Engaging Program Manager, Business Analyst and Project Governance lead, always looking at streamlining processes that bring value and results to clients.

Core competencies include:

Client Relationship Management

Process Reengineering

Business Analysis

Organization Change Management

SDLC

Data Architecture Design & Deployment

Project Management & Governance

Strategic Planning & Team Leadership

Project Scheduling

Agile, Waterfall and Hybrid Project Mgmt

Professional Experience

AllianceRxWP, Deerfield IL Apr 2019- Feb 2020

Sr Project Manager

Managed implementation of Cloud Based Software utilizing an Agile approach. Fostered relationships with vendors and internal teams to meet business objectives and saving..

Selected accomplishments:

Vendor Support – Experience with third-party system integrations, understanding business process flows, managing third-party vendors.

Customer Support – Responsible for maintaining relationships with software vendor while representing the business objectives, timeline and budget. Participated in assessment of third party project resources

UAT – Directed Use Case development, monitored testing and managed and prioritized defects in relation to release priority

Communications – Coordinated with Corporate Communications to develop monthly updates

Change Management – Partnered with internal customers and vendor to identify and prioritize functionality based on maximum benefit

FMI, Lincolnshire IL Jan 2017 -Mar 2019

Sr Program Manager

Senior Program Manager responsible for projects related to contract manufacturing for medical device. Oversite of Engineering, Quality and Production Departments. Direct management over project schedule and budget.

Selected accomplishments:

Program Management – Led initiatives that increased the company annual revenue by 80%.

Quality Management Systems –Drove quality standards that aligned with ISO 13485:2016.

Strategic Leadership – Cross functional leader managing enterprise strategies and rewards systems.

Business Growth – Proven leadership resulted in securing new business worth $2M in annual revenue.

Team Leadership – Managed unseasoned resources to accelerate timeline and achieve project goals while adhering to quality standards.

CVS HEALTH, Northbrook IL Oct 2011 - Dec 2016

Senior Advisor, Project Management Office

Senior Project Manager responsible for the Care portfolio implementing projects and strategies within the IVR to improve customer satisfaction and net saves for the division year over year. Portfolio Management reporting and process subject matter expert.

Selected accomplishments:

Project Management – Led Resource Management initiative and implemented Clarity Time Entry process and reporting. Utilizing SDLC best practices.

Business Strategist - Plan and manage multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.

Excellent Communicator - Prepares and communicates project change requests, working with team members to assess risk and impact. Establishes new project deliverables and timeline based on approved changes to scope.

Business Analysis – Defined requirements for portfolio and daily reporting. Responsible for internal process analysis and redesign.

Data Architecture – Managed design, creation and review software based IT projects.

Change Management – Developed processes and procedures for Change Management and Organizational Readiness

ABBOTT LABORATORIES, Abbott Park IL May 2010 – Oct 2011

IT Program Manager, Diagnostics Division

Staff Development and Communications Program Manager, responsible for establishing and maintaining methods and processes for recruiting and retaining IT staff skills assessment and development.

Selected accomplishments:

IT Strategy – Led 2010 -2013 strategy for divisional communications; providing structure and governance for division communications.

Results Leadership – Promoted peer reviews and mentoring programs increasing morale and commitment to employee development.

Operational Efficiency – Responsible for the roll out of Clarity project management tool that provided metrics, project financial and time tracking enabling leadership to manage project pipe line.

ALLSTATE, Northbrook, IL Sept 2004 –May 2010

Senior Business Analyst, Enterprise Technology

Senior Business Analyst for Allstate’s operational and financial data warehouses. Provided business expertise through the interpretation, synthesis and translation of business requirements throughout the systems development lifecycle. Progressive career moving from support function to highly sought after Business Analyst and Governance Lead for strategic programs due to achievements.

Selected accomplishments:

IT Strategy – Led vision for User Adoption Strategy enabling broader usage of cloud based email and document storage toolset within functional organization.

Operational Efficiency –Key business analyst assigned to displace mainframe; requirements gathering revealed process deficiencies; design recommendations enabled cost and technology scale efficiencies.

Governance – Built strategic portfolio reporting and developed IT governance model which enabled customers and IT executives greater visibility into projects, improving on-time delivery and budget compliance.

Customer Driven – Expanded system outage reports to include customer impact assessment. This drove a paradigm shift to focus on the impact to the premium paying customer, thus reducing the cost to do business.

Washington Mutual, Libertyville, IL

Business Systems Analyst, Data Management Team Sept 2001 - Sept 2004

Led reporting and analysis projects for Customer Care, Default Management, Servicing Operations and Production departments with over $8 billion annual funding. Responsible for requirements, design, testing and overall project management efforts for various releases of the Business Objects web-based reporting tool.

Selected accomplishments:

Business Analysis - Spearheaded interviews with executives and site managers, performing analysis, benchmarking and documenting recommendations.

Thought Leadership - Led vision to restructure complex reporting package and support functions. Changes enabled executives to manage daily business, prepare for environmental changes and highlight performance.

Process Re-Design - Re-engineered reporting package structure for Services Organizations into scorecards, charts and graphs in web-based Business Objects/Application Foundation reducing overall costs and increasing production reports usability.

Business Acumen – Led department strategic initiative by assessing current departmental structure, and proposing a new strategic business model, implementation plan, controls and contingencies.

Certification

SCRUM Master

Additional Professional Experience

Sr. Client Liaison/Analyst, Zurich Life Insurance Company 1998-2001

Sales Manager-Inbound Sales Department, Merchant Direct, 1997 – 1998

Various Customer Service Positions (Public & Private Firms)

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