Program Manager Customer Service

LACRETIA E. SMITH

425-***-**** (C)

562-***-**** (H)

****@*********.***

PROFESSIONAL EXPERIENCE

Centaur Consulting, Washington, D.C.

*/** ** *******

Legal Program Manager

wProvide consulting, vendor, project and contract management services to corporate legal departments, law firms, healthcare and governmental agencies, to assist them in the effective management of privacy, policy, compliance, ethics, piracy, cybercrime, including CCPA, NEPA, SHPO, CARU, FTC, FCRA, HIPAA, HITECH, HEDIS, NCQA, JCAHO, DCMA, COPPA, GLBA, GDPR, CFAA, PSQIA, etc.

wProgram, vendor, operations and case management in the practice areas of healthcare, finance, information technology, wireless/telecom, intellectual property, environmental, class action, insurance defense, securities and anti-trust litigation. Facilitate the development and implementation of corporate internal risk management and compliance programs.

wContract management, negotiate, draft and review contracts, policy and privacy documents to ensure consistency with companywide processes, procedures and legal compliance. Negotiate, draft and execute complex multi-million dollar enterprise IT, healthcare, government and regulatory, SOW, MOU, MSA and contracts, e.g. Microsoft Corporation, CMS, DHS, FEDEX, etc. Draft confidentiality, NDA, EULA, and licensing agreements.

wEnsure the consistent adherence to policies, processes, budget management, business standards and practices across all business units’ relative to corporate ethics and compliance efforts, including policies and procedures, non-compliance investigations and concerns. Propound and respond to governmental and regulatory agency and discovery requests, including conducting witness preparation and interviews.

Molina Healthcare, Inc., Long Beach, CA

6/15 to 1/18 in

Senior HIPAA Privacy Program Manager

wDesign, develop, and deploy programs to minimize privacy risk throughout high-growth managed healthcare services organization.

w Lead incident response activities (investigation, witness interviews, notification, remediation, and mitigation); respond to privacy complaints; ensure training completion compliance; and assess state of privacy in corporate, health plan, and clinical environments.

wProvide on-going executive management support, risk analysis, mitigation and corporate wide HIPAA education & training to include CFAA, COPPA, ECPA, FCRA, HEDIS, HIPAA, HITECH, HITRUST, NCQA, JCAHO, etc.

wNegotiate, draft and manage provider, governmental, and vendor contracts, with an emphasis Business Associate Agreements, to ensure compliance and adherence to policy and privacy laws.

wSuccessfully improve cross functional workflows while increasing productivity, improved responsiveness, with a focus on exceptional client satisfaction.

Centaur Consulting, Washington, D.C.

5/07 to 6/15

Legal Privacy Compliance Program Manager

wProvide consulting services to corporate legal departments, law firms, governmental and educational institutions to assist them in the effective management of litigation, piracy, cybercrime, ethics, privacy and policy, FAA/FCC, RF Safety and NEPA / SHPO, CARU, FTC, FCRA, HIPAA, HITECH, HEDIS, NCQA, JCAHO, DCMA, COPPA, GLBA, GDPR, CCPA, CFAA, CPPA, etc. Managed multi-million dollar budgets and compliance programs.

wEnsure the consistent adherence to policies, processes, budget management, business standards and practices across all business units’ relative to corporate compliance efforts, including policies and procedures, non-compliance investigations and concerns. Managed multi-million dollar budgets relative to compliance enforcement programs.

wProgram and operations management in the practice areas of healthcare, wireless/telecom, intellectual property, environmental, class action, insurance defense, securities and anti-trust litigation. Facilitate the development and implementation of corporate internal risk management and compliance programs. Ensure the consistent adherence to policies, processes, budget management, business standards and practices across all business units’ relative to corporate compliance efforts, including policies and procedures, non-compliance investigations and concerns. Managed multi-million dollar budgets and compliance programs.

wConduct legal research, analysis and uucompanywide training of regulations, statutes, legislation and ordinances to ensure company compliance. Draft and review policy and privacy documents to ensure consistency with companywide processes, procedures and legal compliance. Propound and respond to governmental and regulatory agency and discovery requests, including conducting compliance interviews.

wStrategic anagement of the business customer to successfully triage and manage compliance, risk identification, root cause analysis and successful resolution.

wProvide legal support for intellectual property, antitrust, FTC 2nd request and SEC investigations. Managed the daily supervision of upwards to seventy-five legal professionals, vendors and support staff.

Electronic Evidence Discovery (DTI), Kirkland, WA

7/06 to 4/07

Electronic Discovery Support Manager

wManage a national and global team of product support engineers, EED Mobilized and Integration specialist, including training/technical writers, providing 24/7 consistent superior product support and training services to both enterprise and hosted services clients.

w Reorganize the EED Support Services Department by creating standardized procedures, policies, documenting processes, service level agreements, workflows, communication protocols and implementing best practices driving efficiencies in triaging client issue resolution. Analyze client data and feedback for process improvement, standardization and facilitating changes for product functionality, features and performance.

wDevelop and managed both internal and external client training, issue programs and regiments, including drafting manuals and related documentation.

Microsoft Corporation, Redmond, WA

6/99 to 5/03

Legal Program Manager (4/01 to 5/03)

wManaged, Microsoft policy, process adherence; budget management, business standards and practices across all business units, relative to online safety and investigations, cybercrime, tool development and concerns.

wSignificant experience in driving initiatives in the area of legal and regulatory compliance, including assisting in leading the effort throughout all business organizations. Ensure the consistent adherence to Microsoft policies, processes, budget management, business standards and practices across all business units’ including policies and procedures, non-compliance investigations and concerns.

wDraft and review MSN, Xbox Live, Hotmail, Windows Media, and bCentral online policy, privacy and Terms of Use guidelines and training documents, to ensure consistency in companywide processes, procedures and legal compliance. Manage and facilitate bCentral and MSN responses to requests from worldwide governmental agencies, including law enforcement, subpoenas, and court orders. Negotiate and draft EULA, NDA, IT and vendor agreements.

wFacilitate the development of data retention and records management program.

Design and develop tools to track, store, manipulate, report, and retrieve policy, privacy and legal related data.

wManage Microsoft public and customer relationships, negotiate and resolve conflicts, using advanced customer service skills to deflect potential entanglements, successfully resolving the issue to achieve customer satisfaction and finally driving customer feedback with the individual product groups for continuous improvement.

Senior Litigation Paralegal (6/99 to 4/01)

wLitigation case management, strategy and successful resolution on complex large scale, intellectual property, class action, employment, product liability and anti-trust matters. Extensive involvement in pretrial, trial and post trial remedies. Propound and respond to, civil demands, and discovery and governmental requests. Interface with various client organizations, governmental agencies, and legal counsel, for the strategic identification and analysis of litigation significant materials. Conduct legal and factual research and analysis; interviewed and prepared witnesses for depositions and trial. Tried small claims matters, attended hearings and made court appearances on behalf of the company. Manage and coordinate outside counsel activities and legal expenditures.

wFacilitate the development and implementation of processes, practices and policies relative to data management and records retention. Participate in the design, development and implementation of a Litigation Support Tool to manage litigation and discovery in a more efficient and cost effective manner, including training.

w Negotiate, review and draft IT, vendor contracts, confidentiality agreements, settlement, EULA, and NDA.

EDUCATION

wM.A. Paralegal Studies

University of Southern California Law Center (Los Angeles, CA)

wB.A. American Studies, Concentration in Urban Development & Regional Planning

University of Southern California (Los Angeles, CA)

wTeachers Certificate, State of Michigan, Ann Arbor, MI

Ann Arbor Public School System: Elementary and Secondary Education.

wSolution Development Methodology (“SDM/PMP”) Certification.

State of Michigan, Dearborn, MI: Ford Motor Company

PROFESSIONAL STRENGTHS

wExtensive experience in policy, privacy, contractual, transactional matters and litigation including, healthcare, intellectual property, and anti-trust litigation; data management and retention, legal and regulatory compliance, computer technology, and public relations.

wTransactional experience encompasses the area of contract management, negotiation, drafting and implementation, licensing, service agreements, non-competes, EULA’s, regulatory and legal compliance.

wInvolvement in healthcare, public policy and privacy law has allowed me to garner an understanding and appreciation of the challenges associated with introducing and understanding new legislation, laws and regulations, including the compliance and enforcement thereof. The referenced background has contributed to a solid foundation suited to Director, Legal Program Manager or Contract Management positions.

COMPUTER TECHNOLOGY SKILLS

Various core business tools e.g. Office XP, 2007, 2010 PowerPoint, Adobe Acrobat, Word, Excel, MS Project, MS365, Outlook, Exchange, Windows XP, Vista, Edge,Visual Basic, Visio; Standard practice litigation support, database and case/document management applications, including but not limited to: Access, Concordance, Folio, Summation, Lexis/Nexis, Westlaw, Live Note, JFS Litigator, Sanction, Trial Director, IPRO, Daticon, Ringtail, Doculex, Discovery Cracker, Reccomind, Attenex, Clearwell, Relativity, CaseLogistix, CaseMap, and Solution Development Methodology (“SDM”) and Program Management, including Agile, Kanban, and BI.

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