Manager Program

**************@*****.*** 630-***-**** Carol Stream, IL 60188

PROFESSIONAL SUMMARY

Multi-talented Program Manager consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.

WORK HISTORY

Northwestern Medicine. Chicago, IL

Program Manager 03/2017 - 07/2020

SKILLS

EDUCATION

College of Dupage

Glen Ellyn, IL

Certificate : Travel And Tourism

Maintained tight production timetables and quality standards to give audiences exceptional offerings

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Met with project stakeholders on regular basis to assess progress and make adjustments

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Managed Service Now Ticket backlog to reduce volume from 90 days or older down to 1 week or less

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Interacted with customers and clients to identify business needs and requirements

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Managed Covid Response Line Scheduling for 40 nurses, weekly, 12 hour shifts

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Created policies and workflows around Data Governance within Analytics

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Ensured that design, operation and IT systems complied with applicable regulations

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Implemented and led meetings, opening up dialog with area managers to discuss projects and tickets

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Created and presented data using MS Excel spreadsheets and other MS Office tools

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Defined and managed feedback loop, integrating customer complaints and suggestions into future programmatic changes

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Provided consultancy to Quality department, serving as primary liaison between it and Analytics department

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Collaborated with Senior leaders to define legal and operational parameters

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● Provided ongoing direction and leadership for program operations

● Proficiency in Office programs

● Knowledge of Service Now

● Organized managerial style

Project and Program

Management

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● Program leadership

● Knowledge of Epic Systems

● Managerial experience

● Work Process Optimization

● Problem resolution

● Conceptual thinking

● Employee evaluations

● Presentation and facilitation

● Online conferencing

● Customer Focused

● Agile methodologies

Business Relationship

Management

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● Process Development

● Infrastructure solutions

● Communications

● Business operations

● Customer service

● Quality assurance

● Team management

● Key performance indicators

● Data collection and analysis

● Training program creation

Susan Jefferson

Northwestern Medicine. Winfield, IL

IS Team Lead/Project Manager 09/2004 - 03/2017

American Express. Rolling Meadows, IL

Corporate Travel Quality Control Manager 06/2000 - 03/2004 American Express/Disney Travel. Schaumburg, IL

Site Manager/Lead Travel Counselor 08/1995 - 06/2000 American Express

Rolling Meadows, IL

Northwestern Medicine

Chicago, IL

● Maintained and updated all project related documents Developed numerous executive presentations and reports to facilitate project evaluation and process improvement

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Managed all phases of regulatory projects from procurement to commission resulting in 8 years of successful submissions

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Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints

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Developed and initiated projects, including managing costs, schedule and performance

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Coordinated and prioritized required training courses physicians, nurses and patient service reps

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Directed training programs and development paths for managers and supervisors

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Assessed skill gaps for employees in clinical departments and developed training courses to meet identified needs

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Reviewed and edited all training materials for accuracy and company policy compliance

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● Directed field training to enhance participants' skills

● Corporate agent assisting with Fortune 500 businesses travels plans Managed quality assurance program, including on-site evaluations, internal audits and customer surveys

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Drove operational improvements which resulted in savings and improved profit margins

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● Member of Employee Satisfaction Team

● Monitored, coached and supervised team of 10 employees Oversaw employee attendance record and ordered new materials for sites

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● Interviewed, hired and trained new workers

● Developed training manual and on-the-job training programs Provided general office administration, including correspondence, filing and spreadsheet development

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Resolved issues between employees and customers using company policies

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Created weekly and monthly reports and presentations for management team

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● Quality Control and Ticketing

Walt Disney Company

Customer Service Training -

Orlando, FL

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Conflict Management - Rolling

Meadows, IL

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Art of Supervision - Los

Angeles, CA

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Moving Into Leadership

Effectiveness - Chicago, IL

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Leading Your Business with

Excellence Certificate -

Chicago, IL

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Leading Others with

Excellence Certificate -

Chicago, IL

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Project Performance

Essentials Professional

Development Certificate -

Chicago, IL

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Teamwork Performance

Essentials Professional

Development Certificate -

Chicago, IL

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New Leader Orientation

Certificate - Chicago, IL

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EpicCare Ambulatory

Certification

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Travel With West Suburban. Lombard, IL

Travel Agent/Tour Director 08/1989 - 08/1995

MTI Vacations. Oak Brook, IL

Marketing Assistant 09/1985 - 08/1989

AFFILIATIONS

● Disney Trained in Customer Service

Arranged travel accommodations for groups, couples, executives and special needs clients

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Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings

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Responded to clients' questions, issues, and complaints and found appropriate solutions when needed

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Accompanied groups of 50-100 people on trips to coordinate all plans on location

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● Performed market analysis and researched latest trends Kept organized tracking documents detailing assignments, in-progress work and completed project milestones

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Worked closely with all product development departments to create and maintain marketing materials for sales presentations and client meetings

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Coordinated campaign collateral across diverse business segments, product lines and markets

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Created professional business correspondence, spreadsheets and presentations

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Executive Board Member of the Auxiliary of Northwestern Medicine - Central DuPage and Delnor

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