Change Management Call Center

EXECUTIVE SUMMARY: Highly skilled Change Management Professional, committed to driving OCM strategies, positive change experiences, and maximizing organizational effectiveness. Strong problem-solving abilities resulting in effective outcomes. A leader by nature with proven expertise in developing highly successful, empowered teams capable of reaching goals both collectively and individually. Specialization in large-scale software implementation projects and driving user adoption to achieve project objectives. Adept in effective communication, delivering comprehensive training programs, and facilitating organizational transition.

Key Skills:

Change Management (OCM): Proficient in designing OCM strategies, leading change impact meetings, and monitoring implementation tasks.

Technical Ability: Mastery in complex software systems: Customer relationship management (CRM), Enterprise resource planning (ERP), Integrated eligibility (IES), and learning management systems (IES).

Process Improvement: Proficient in evaluating business processes, identifying inefficiencies, and implementing improvements that streamline workflows and enhance organizational performance.

PROFESSIONAL EXPERIENCE:

05/2020 – 01/2025 CSZ Net– DHCF Washington DC, Master Consultant IT Implementation, IBM Curium IES Project

Assigned to serve as OCM SME providing guiding principles, and assistance in implementation and training Strategies, OCM team talent development, OCM Team leadership, risk Management mitigation, and reporting.

Assist to develop and execute OCM Charter and change management plans, including stakeholder analysis, communication strategies, and resistance management tactics.

Collaborate with internal /external clients for understanding of business objectives and service management needs.

Coordinate with cross-functional teams to determine business needs, change impacts, level of effort, stakeholder registry and organizational risks.

Assigned to OCM Implementation Call Center Team to revitalize call center operations and improve vendor relations

Schedule, coordinate and monitor OCM systems, project activities, and OCM teambuilding activities.

Perform as LMS Administrator I.e., Course upload and registration, triggering post-training system activities for reporting metrics and assist in determining scale, scope and design for in- house LMS.

08/2019 – 02/2020 Deloitte. – Little Rock AR, Senior Consultant ARIES, IES Project

Assisted in creation of OCM Executive Briefings Deliverable Expectations Document (DED) and Organizational Change Management Plan for State of Arkansas Integrated Eligibility System. (OCM Plan)

Assigned to the Organizational Change Management (OCM) and training teams to support implementing the training and OCM plan for the State Social Enterprise Organization.

Provided weekly and quarterly status reports to leadership, informed of the needs and accomplishments of the OCM Team.

Responsible for tracking of system and process changes impacting the training and OCM teams, as well as facilitating weekly change impact meetings with project functional leads for cross-track review.

Responsible for JIRA entry of OCM risks and incidents, and updating monthly risk and mitigations report for review.

Responsible for the creation and editing of training materials such as PowerPoints, participant exercise guides, training plan outlines, etc., to support the OCM communications plan, train the trainer training and facilitation of ARIES end-user training.

11/2018 – 08/2019 Deloitte. – Providence RI, Senior Consultant Integrated Eligibility Systems Project, Deloitte Bridges IES Project

Served as Lead for OCM RI Bridges Worker Inbox functionality Project. Responsible for designing, developing, and delivering ILT and Virtual Integrated Eligibility Systems Training, and providing post-training hands-on site support for frontline workers and supervisors.

Led State Operations Support Services (SOSS) Medical Team (LTSS) through Request for Benefit (RFB) Tasks process mapping to reflect the end-to-end life cycle of medical tasks through the RI Bridges Worker Inbox functionality.

Served as OCM Lead for Worker Inbox Functionality Project, responsible for successful Real -World Lobby / Non-Lobby Simulation for DHS End-User training.

Implemented “One Team,” universal approach to medical case processing, and assisted in the development of communications themed cross functional state workshop

Perform project management activities for change work stream including identifying needed resources/capacity, timelines, and task management, change management plan and all related subsidiary plans i.e. Training Plan, Stakeholder Engagement plan and communication plan.

11/2017 – 11/2018 Vector Systems – Providence RI Senior Integrated Eligibility Systems (IES) Trainer, Deloitte Bridges IES Project

Supported change management efforts for enterprise-level IES implementation projects; focused on, training and development, and process improvement for various level of End-user.

Provided weekly status reports to leadership, informing of the needs and accomplishments of the Medical Team (LTSS).

Created, edited and curated training materials, such as PowerPoints, Exercise Guides, QRG’s and training plan outlines.

Facilitated new hire systems training, supplemental refresher training, demos for DHS workers and supervisors post Go-Live.

12/2016 – 11/2017 Vector Systems Inc. – Atlanta GA, Integrated Eligibility Systems Trainer, Deloitte Gateway IES Project

Supported Change Team in the delivery of instructor-led technical training to State of Georgia staff responsible for benefits issuance and benefits compliance.

Presented training content using a variety of instructional techniques, technologies and formats such as role-playing, simulations, team exercises, group discussions, videos, lectures, and hands-on guided practice in a computer lab setting.

Collaborated with stakeholders to address knowledge gaps and temporary processing measures as needed, facilitated workshops, round table meetings to gather feedback, address concerns and foster buy-in throughout the change process, identified and addressed OCM-related risks and issues.

Managed special projects as assigned to support the Course Development Team when required, served as on-site support post-conversion / Go-Live and performed functional testing as needed.

04/2013 – 07/2016 Autotrader.com. – Atlanta GA, Senior. Collector & Platform Tester, Automotive Web-Market

Provided end-user feedback for Oracle and Waypoint conversion & tested system access for collections team.

Conducted end-user testing for collection cases and provided training to collections staff on CRM case usage.

Outlined access and compliance issues post-conversion to the Waypoint Processing System and suggested enhancements.

Exercised independent and decisive judgment in credit investigations of new accounts, processed payments, negotiated payment plans, and imposed site restrictions on delinquent accounts.

04/2012 – 02/2013 Rollins Inc. – Atlanta GA, Training and Implementation Specialist, Pest Control Software

Facilitated instructor-led training and assisted in the development of job/ task-specific training materials to be utilized during end-user training and implementation.

Performed system testing after sprint releases to ensure functionality of enhancements and stability of the production environment post-release / Go-Live.

Assisted in developing and performing ongoing training support programs customized for individual departments or service centers. Executed against project milestones as directed by project management.

EDUCATION:

Southern Polytechnic University / Kennesaw State University Senior - Not Attending

Bachelor of Applied Science in Business Management

Chattahoochee Technical College Graduated 2008

Associate of Applied Science Management & Supervisory Development

Associate of Applied Science Marketing Management

CERTIFICATIONS:

Risk Management Professional (RMP) Udemy

Prosci Change Management Practitioner

CAL-E Agile Leadership Essentials

Project Management Professional (PMP)

America’s Health Insurance Plans (Medicare AHIP) 2016-2022 (Exp)

Professional in Talent Development (CPTD)

Scrum Master (CSM0)

Scrum Product Owner (CPO)

Organizational Change Management Certificate (OCM)

State of Georgia Insurance license NPN 17365408

Technical Writer

Coaching Certifications: Certified Executive Coach, Certified Organizational Development Coach, Certified Executive Coach

Software Skills: Microsoft office Adobe Connect, Adobe EZ Access, ARIES IES, AS400, AWS, Basic Medical, Insurance Bay, Changescout, Cisco, Everwell, Gateway IES, IBM Corambid, Jira, Various LMS Systems, Microsoft Office, MFG Pro, Oracle RMB, PeopleSoft, Paypal, Pivotal, Pulse, Remedy, RI UHIP IES, Aflac SNG, Salesforce, Salesgenie, ServSuite, SmartStream, Softrax, Waypoint, We Care, WebEx, and more.

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