Program Manager

Areas of Focus: Information Technology/Healthcare Services/Financial Services

Qualifications Profile

Strong analytical thinker with experience in business transformation and process improvement. Certified Scrum Master (CSM®), Project Manager, and Lean Six Sigma Blackbelt experienced utilizing quality tools and Agile techniques to help organizations continuously, efficiently, and predictably deliver value.

Demonstrated ability to think strategically, act tactfully and navigate proficiently in rapidly changing environments. Trusted business partner who communicates clearly, builds consensus, and delivers results.

Areas of Expertise

Program/Project Management Continuous Improvement SAFe 5 for Lean Enterprises

Active Security Clearance

Summary of Skills

Enthusiastic about delivering practical solutions that increase revenue, reduce cost, and improve efficiency.

Ability to problem-solve and exercise independent judgment in management of business operations.

Adept at leading motivating and influencing interdisciplinary teams in a virtual environment.

Exceptionally strong communicator, able to break down complex issues into succinct discussion points.

Skilled at coaching, empowering, people to build trust, work collaboratively to solve problems, and deliver outcomes.

Education

Master of Arts in Leadership

Saint Mary’s College of California, Moraga, CA

Bachelor of Arts in Management

Saint Mary’s College of California, Moraga, CA

Professional Certifications

Villanova University

Project Management Professional

Lean Six Sigma Black Belt

Executive Master Certificate Lean Six Sigma Black Belt

Scrum Alliance

Certified Scrum Master (CSM)

ID:001193539 active through April 2023

Professional Experience

Ascendum Digital Solutions

Process Engineer, Utilization Management Anthem, Clinical Product Team 2021 –2022

Partnering with Product Development teams, identified opportunities for improvement; recommended best practices to solve for root cause of process breakdowns, introduced quality tools to quantify errors and inefficiencies. Established metrics, used to monitor, and report improvements.

Performed in depth analysis of legacy and current state end-to-end Utilization Management (UM) Global Business Group (GBD), and Commercial Letter Generation Processes, communicated break points and areas of risk and exposure.

Developed and launched the UM Letters Central Repository to provide “on demand” access to work in process, program artifacts and data points critical to making informed decisions.

Guidehouse, LLP

Enterprise Risk Management Managing Consultant, Healthcare Practice 2020 –2021

At the Department of Health and Human Services (HHS): Aligned with Enterprise Risk Management (ERM), to advance a culture of accountability while proactively addressing the multitude of issues brought about by the Covid-19 crisis.

Delivered Enterprise Risk Management strategic plans, recommended tools, and solutions to achieve value.

Lead current state assessments of business challenges and developed improvement roadmap.

Actively listened to diverse perspectives to unify teams and drive informed decision making.

Unissant Inc., Herdon, VA

Deputy Program Manager at the Armed Forces Health Surveillance Branch (AFHSB) 2018 –2020

Advanced the Data Management and Technical Support mission of the Armed Forces Health Surveillance Branch (AFHSB), the Defense Health Agency (DHA), and the Department of Defense (DoD).

Managed and mentored a resolute team of technologists supporting a large Oracle data warehouse environment with peripheral web-based applications, multiple extract, transform, load (ETL) data processes, and extensive analytical capabilities support.

Planned and deployed the Oracle database and Informatica upgrades and data migration.

Engaged and collaborated with program leadership, AFHSB and DHA technical teams to solve data management issues.

Mortgage Banking Solutions (MBS)

Process Improvement Management Consultant 2014 –2018

Engaged to assist banks and financial service providers improve organizational capabilities by using quality tools (Lean Six Sigma) as the basis to re-engineer loan processing, reduce capacity, and optimize productivity.

Using direct technical knowledge of program/project management life cycle, including SAFe, Lean Agile, SDLC, and DMAIC/DMAD frameworks and supporting processes (issue/risk/stakeholder management), worked with technology, business, and risk management teams in post-merger integrations

Coached, educated, and helped organizations establish and advance a culture of continuous improvement by using Lean Six Sigma, and Quality tools to solve complex problems.

Engagements include Bank of America, Wells Fargo, City National Bank

Fahrenheit IT

Process Engineer, Customer Experience at United Health Group 2013 –2014

Identified, measured, and utilized program KPIs for a highly visible customer experience improvement program.

Steered efforts in enhancing customer satisfaction scores 2.5% in six-months by standardizing closed loop processes.

Cisco Systems

Business Operations Manager, Global Finance Shared Services 2010 – 2013

Led process improvement projects in the areas of global finance shared services, sales enablement, and technology. Leveraged the skills and expertise of multidisciplined distributed teams to bring projects successfully across the finish line in a virtual environment.

Facilitated work sessions to help teams translate strategic goals into measurable action plans.

Accelerated improvement projects by mentoring process owners and project teams on concepts of continuous improvement (CI) and the application of Lean and Six Sigma tools.

Program Manager, Americas Sales Acceleration Salesforce.com Implementation

Primary lead for the Americas Services Acceleration program an initiative launched to simplify business processes and support a $7B sales pipeline across North and Latin America by implementing the Salesforce customer relationship management (CRM) tool.

Planned and facilitated workshops to address application development on the Salesforce platform.

Provided guidance and recommended changes in alignment with defined business strategy based on the outcome of strategic planning sessions with third-party vendors and subject matter experts.

Collaborated with worldwide training to conduct end user training across the America’s achieving 100% participation.

Early Professional Experience

Manager, Process Improvement, Ernst and Young

Principal, Financial Services Practice PwC Advisory Services

Vice President, Liability Risk Manager, Bank of America

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