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Program Manager, Team Lead, Director

Rochester Hills, MI
April 17, 2020

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**** **** ***** ***** • Rochester Hills, Michigan 48307

407-***-**** • • SUMMARY

An accomplished and top-performing Health and Welfare Implementations and Operations Director with a Project Management Professional certification. Over 15 years of experience in delivering exceptional services to large and mid-sized clients in benefits administration, leading and motivating teams with solid work ethic, passion, and concise communication. Recognized for pioneering and establishing innovative strategies and execution plans, with a focus on improving processes and workforce efficiencies, mitigating risks, effectively managing multiple clients, and driving cross-functional international teams’ performance to exceed corporate goals and client expectations. EXPERIENCE

ALIGHT SOLUTIONS, Rochester Hills, Michigan (Virtual Office) Director, Performance Team Leader II, 2017-2020

Served as influential leader for strategies in process excellence, program management, and risk management in health and welfare core admin. Specialized in exceptional client service, team development, and cross-functional integrations that have met and exceeded corporate goals and performance metrics. Directed a team of client managers through change management and thrived in delivering flawless implementations to clients. Partnered with health leaders and client managers to own client and third-party administration, governance, and stewardship, presenting quarterly results, roadmaps, and proposed benefits admin solutions. Specialized in leading major programs and projects with global teams, using PMO methodologies (e.g., Waterfall, fast track) and/or Agile project management. Led and owned high-risk process audits to enforce project controls and drive process efficiency and excellence, which resulted in 50% reduction in repeat issues. Coached and developed project management standards across global teams to set precedent and structure.

Owned and monitored operational metrics per contract for compliance. Managed financial reporting, client invoicing, forecasting, and budgeting while partnering with leadership and finance team in reaching corporate revenue goals. Managed broad organizational projects with product solution leadership, and ensured timely compliance, client communication, and team readiness in adoption of newest product releases. Led evaluation of cross-domain impact, with complete analysis of all integrated platforms. Championed team in career growth and project opportunities, which resulted in highly motivated, confident, and engaged team associates, with the goals of talent development, succession planning, and retention.

● Built cohesive, global team, revamped processes, re-established client trust, and renewed a three-year contract without a competitive bid.

● Directed cross-functional teams on process improvement initiatives and exceeded departmental goals, reducing repeated issues by 50% for two clients.

● Spearheaded large program strategies for clients to execute annual enrollment and significant change orders, resulting in flawless implementation and delivery.

Senior Project Manager, Benefits Implementation, 2012-2017 Led system delivery of client implementations and conversions, with direct responsibility for managing scope and financials, client relationships, and project management. Improved program director’s ability to make decisions and prioritized clients by streamlining and standardizing PMO processes. Managed complex and challenging implementations on three different platforms across various domains and shared services.

Established open communication and drove confidence in VPs, directors, and associates by managing on- and off-shore teams and client relationships effectively. Directed project risk mitigation strategies by anticipating and assessing realistic issues that impacted domains and shared services teams. Extracted information from internal and external teams to report and meet project requirements effectively. Built, maintained, and managed complex project plans from start to closure of project. Rita W. Chan, Page 2

● Led multiple large and mid-market projects for various clients concurrently, valued at over $1.5 million in total budget.

● Successfully implemented and delivered struggling projects on time and on budget while managing a matrix-resource environment.

Health and Welfare Benefits Consultant, 2009-2012

Led and managed requirements process on multiple client implementations for health and welfare benefits administration. Advised and consulted clients on benefits industry and corporation’s best standards and practices, and identified opportunities for service expansion. Analyzed and translated business requirements to system specifications. Provided subject matter expertise and served as advisor regarding client requirements, plan provisions, and best practices within benefits domain. Served as liaison between client and technology team. Facilitated and conducted Joint Application Design (JAD) sessions for requirements gathering with client and technology teams. Identified and communicated plan design and project plan risks to client, internal team, and program directors. Owned and coordinated tasks and progress with all shared services teams for projects. Mentored and coached new implementation requirements analysts.

● Managed successful implementations with numerous clients, as the lead requirements and health domain expert.

● Served as strong liaison between business, plan provisions, and technical team in support of system development and testing. ADDITIONAL EXPERIENCE

THE PALLADIUM GROUP, New York, New York, Consultant, 2007-2009. Assisted with establishing project management best practices within emerging PMO. Developed and rolled out change control process for client. Led design and development for driver-base modeling/planning in merchandising planning and Enterprise Resource Planning (ERP) systems. Analyzed and translated business financial planning processes to system functional and technical specifications for Hyperion Planning Solutions (HPS). CONVERGYS, Lake Mary, Florida, Systems Testing Analyst/Senior Project Associate, 2005-2007. Executed schedule and resource management of multiple system release projects on enterprise platform. Analyzed metrics and project status, and reported financial progress to senior managers and central PMO weekly. Built process improvements to help achieve CMMI Level III compliance for IT division. Managed project resources of 25 or more, from multiple geographical locations. HEWITT ASSOCIATES LLC, Orlando, Florida, Quality Assurance Manager/Business Analyst, 2003-2005. Built teams and delivered successful quality assurance initiatives on total benefits administration platforms that resulted in better controls in testing phases. Managed projects and led issue resolution, client implementations, and process improvement tasks. Analyzed plan requirements and translated to technical specifications for configuration team. CONVERGYS, Lake Mary, Florida, Programmer Analyst, 2002-2003. Designed, analyzed, and developed enhancement features to existing components of billing system, using C++, C, Perl Script, and SQL. Designed and configured integration components within various company products based on requirements. Investigated solutions and resolved testing and production environment issues. EDUCATION

UNIVERSITY OF CENTRAL FLORIDA, Orlando, Florida, B.S., Management Information Systems, 2001 (3.7 GPA) CERTIFICATION

PROJECT MANAGEMENT INSTITUTION, Project Management Professional (PMP) Certification, 2013 COMPUTER SKILLS

Tableau, Alteryx, Cognos Reporting, MS Project, FlexPlus, Core Benefits Administration, Total Benefits Administration, UPoint, Hyperion Planning-System 9, Essbase, Db2 Database, Oracle, PeopleSoft, ERP Systems

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