adhbcc@r.postjobfree.com 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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