Manager Project

Ellen A. Tracy

*** ***** **** ***** • Walpole, MA 02081

Home 508-***-**** • Cell 617-***-**** • ********@*****.***

PROFESSIONAL SUMMARY

Turnaround, Rapid-Growth & Start-Up Environments

Results-driven executive with emphasis on evaluating and revamping the operational process. Proficient in both minute detail and broad view high level analysis. Consistent contributor to bottom-line efficiency, operational performance, automation improvements, and process and profit enhancements. Maintains customer retention through communication and financial satisfaction. Highly skilled at building strategic relationships, human resources staffing and management, directing projects and significantly improving the company’s operational profile. Excellent leadership, interpersonal and organizational development skills.

• Start up structure development & implementation • Organizational Redesign & Restructuring • Budgeting, Forecasting, Reporting & Analysis • Revenue Growth & Profit Improvement • Information Systems & Technologies • Strategic Planning & Team Building Leadership

EXPERIENCE

The Law office of Patrick K. B. Tracy, Milton, MA 2007 –2011

Start-up Law firm speculating in Social Security Disability Law

DIRECTOR OF OPERATIONS

Designed, implemented and facilitated the set up of a new law office which separated from a large Boston firms. Implemented all operational processes including; hiring and training staff, telecommunication, information technologies, document management, policy and procedures, and case analysis guidelines.

• Sought and obtained long term financial funding for expansion capital.

• Developed financial accounting structure, including accounts payable, accounts receivable, financial reporting, budgeting, forecasting, cash flow management and tax preparation.

• Created inventive marketing plans geared to increase case volume while managing expenses.

• Managed Human resource requirement for Lawyers, Paralegals and clerical staff.

Results include increased revenue by 41% by the second year. Efficiency based case management resulting in a 30% reduction in life cycle matriculation. Set standards reducing prolonged exposure for non profitable cases from 36 to 18 months. Accomplished the creation of a self sustaining operation.

The CCS Companies, Newton, MA

Credit Control Services a privately owned outsourced accounts receivable management agency with over 500 employees and $10M revenue. 1999 – 2007

DIRECTOR OF OPERATIONS / SEGMENT MANAGER – ClaimAssist Division (2004 – 2007)

Promoted from the corporate Finance Department to reorganize a failing division which processed hospital third party liability claims for Motor Vehicle Accident, Workers Compensation and General Liability. Challenged with developing new operational processes, creating reporting structures, establishing best practices, hiring, coaching and developing staff. Positioned the division for unprecedented growth. Held fiduciary responsibility for divisional goals, participated in budget preparation and developed quality and quantity performance standards.

• Increased collections from $52M to $120 through efficiencies, automation and management of accounts.

• Hired and trained 80% of staff of 90 including 8 managers. Fostered a team orientated, customer responsive and quality driven environment. Established training program and provided re-training for staff to ensure consistency and accuracy throughout. Reduced staff turnover from over 60% to less than 10% annually.

• Performed extensive overhaul of the claims processing operations. Created and implemented all new policies and procedures, replaced undocumented processes. Designed new workflow infrastructure to standardize operating procedures, maximize productivity, and ensure proper liability claims handling.

• Reconstructed clerical department responsible for all manual processes. Created cost savings efficiencies by streamlining and automating all document management. Eliminated duplication of efforts, reduced backlog and turnaround time, and implemented cross training to ensure consistency in productivity. Workflow increased by 110% in the first 6 months and claims volume doubled with only a 10% increase in staff.

• Integrating metrics, benchmarking, dashboard and scorecard tracking to convey progress and target performance.

• Designed and implemented goals for ClaimAssist, hospitals, teams, and individual associates. Created bonus structure and guidelines to maximize profitability and financial results.

Received 2004 Associate of the year award for “Above and Beyond”. Met or exceeded goals resulting in staff bonus payouts 8 to 10 months.

ACCOUNTING MANAGER – Finance Department (1999 – 2004)

Managed two divisions in Finance. Supervised 18 associates and one Manager. Responsible for overseeing all operational functions Cash Processing, Client Invoicing and A/R Collection groups. Project manager for computer conversion task force, oversaw all aspects of two-year database conversion. Collaborated with IT to develop and implement financial reporting models. Applied judgment and statistical testing throughout the project. Validated and insured accuracy and integrity of financial data.

• Developed and implemented efficiencies in the data entry areas of Finance through automation, workflow enhancements, and reallocation of resources. Substantially increased cash processing productivity resulting in significant financial growth with minimal additional staff.

• Instrumental in implementing other technical enhancements including; Bottomline technology software to automate client invoicing and billing system; automation of Credit Card transaction and reporting; electronic record keeping of Lock Box deposits; and ACH banking and reconciliation.

• Designed and implemented month end reporting structure providing accounting requirements for corporate fiscal close.

Cash processing improvements and automation resulted in cash posting increases from $60,000 to $100,000 daily. Invoicing automation and collection efforts resulted in a 30% reduction in aged receivables.

Katharine Gibbs School, Boston, MA

Post secondary privately owned proprietary institution offering degrees and certificates in Business training. 1981-1997

BUSINESS MANAGER / CONTROLLER – (1993 – 1997)

Efficiently managed the Business Office and overall school operations providing productive, fulfilling educational environment while meeting profitability goals for this proprietary educational institution. Directly supervised personnel in student accounts, human resources, facility management, front desk reception and security.

• Produced all local level fiscal reporting including bank reconciliation, balance sheets, general ledger, P&L statements and all audit related reporting.

• Coordinated purchasing and vendor negotiations, disbursement of capital expenditures, and leasehold improvements maximizing purchasing power and discount opportunities.

• Converted to decentralize MIS and accounting systems, acted as the liaison between corporate and local operations.

• Served as facilities manager, maintained valid licenses and inspection certificates for all legal and educational accrediting bodies.

• Orchestrated challenging, multi-faceted facility relocation. Collaborated with architects, regulatory agencies, and construction company on every aspect of a 28,000 square foot build-out resulting in the Katharine Gibbs state-of- the-art, flagship facility.

• The only staff member system-wide to assist in due diligence for ownership change.

• Instrumental in choosing and developing the new management computer system.

Consistently achieved quarterly awards for excellent collection efforts resulting in 99% projected revenue collected. Recognized by management for continually meeting and exceeding the corporate earning objective. Awarded first place in the 92-school wide completion for revenue collection.

Katharine Gibbs School 1981-1997 held the following positions: Controller, Director of Operations, Business Manager, Manager of Computer and Business Operations, Database/Word Processing Administrator, Word Processing Secretary, and Placement Coordinator.

TECHNICAL OVERVIEW / EDUCATION

Proficiency in Microsoft office products; Ontario Systems FACS database management software; Access AIMS administrative software; CLASS collegiate academic administrative software; Spectrum and Great Plains accounting systems; AX Application Extender scanning software; Synergy; Avaya telecommunications reporting system; and Timeslips legal tracking software.

Bentley College, Waltham, MA - Concentration: Computer Information Systems and Accounting

Katharine Gibbs School, Boston, MA - Options Program

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