Project Manager

PROFILE SUMMARY

Innovative and multitasking leader with outstanding people and teamwork skills, combined with high caliber general management qualifications. Results-oriented, hands-on, and action-oriented professional offering extensive experience in the aircraft industry with focus on operational management. Demonstrated outstanding talent in teambuilding, project scope development, customer relationships, continuous improvements, and customer reviews. Expert at utilizing network of relationships to collect and disseminate information, build support, and secure buy-in for desired objectives. Driven by new challenges and desire to be successful in all endeavors.

CORE COMPETENCIES

Management and Supervision

- Accustomed to preparing oral and written reports defining plans and problems, as well as in driving organizational change taking full account of obstacles, opposition, and differing stakeholder priorities

- Adept at assessing goals, accomplishments, and overall team performance at key stages along with the areas assigned to Senior Project Sponsor and senior management and leadership

- In-depth expertise in mentoring, coaching, and supervising team members and in identifying opportunities for business process improvements within project scope

- Expert at promoting a diverse work environment through education, training, and professional development opportunities within the department, and at creating an environment that encourages innovation while managing risk

- Experienced in providing performance feedback and assisting employees with plans for development and training by using basic knowledge of general financial and accounting principles

Critical Thinking / Problem Solving

- Exceptional ability to recognize problems or situations that are new or without clear precedent, evaluate alternatives and find solutions using a systematic, multi-step approach

- Successful in developing improvements and innovations to enhance performance, and initiating innovations and solutions where precedents and procedures may not exist

- Demonstrated superior collaboration skills and techniques which appropriately define alternate solutions; resolve conflicts; and create lasting, productive partnerships with clients

- Great at anticipating consequences of actions, potential problems, or opportunities for change while forecasting changes and communicates current and projected issues

Communication

- Able to communicate goals and objectives clearly and in a compelling manner, with capacity to listen effectively and clarify information as needed

- Consistently ensures that project status, issues and successes are communicated to project team, stakeholders, sponsors, steering committee and all levels of management and documented appropriately

- Committed to ensuring open communication with the project team, as well as addressing delicate situations and handling conflicts in such a way as to maximize opportunity and minimize exposure to risk

Decision-Making

- Solid understanding of how and when to make a choice, how and when to escalate issues to higher levels, and analyze the risks and future impact of decisions

- Skilled at guiding staff and project managers in learning and applying useful decision making approaches

Leadership

- Demonstrated strong influencing skills that influences choices on immediate and long-term directions

- Excel at generating continual adjustments with stakeholders in a persuasive manner to keep the project on course, utilizing positive win/win negotiation

- Strategic in positioning projects within overall short and long-term goals of organization and in providing leadership, vision, and direction setting for both project team and business partners

CAREER BACKGROUND

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First Coast Service Options (FCSO) - Jacksonville, FL

Project Manager (Contract Administration and Business Development) 2006-Present

- Manage projects on the corporate scorecard that have been identified as key to the company’s strategic success while facilitating the definition of project missions, goals, tasks, and resource requirements

- Help in the resolution of conflicts within and between projects or functional areas, as well as develop methods to monitor project or area progress and provide corrective supervision if necessary

- Assist in defining service levels and customer requirements, updating and coordinating project status, preparing periodic status report, steering committee and other senior management, and facilitating meetings on a daily, weekly, monthly and on as needed basis

- Negotiate contacts with vendor requirement planners or developers to obtain information about future vendor developments in the functional area and to try to influence those developments in ways favorable to the company

- Stay abreast on the latest developments in the field to improve project management toolkits and methodologies used within an ISO-certified environment

HIGHLIGHTS

Project Management of Implementations and Operations

- Led the design, development, and implementation of plans and programs to meet service level agreements, staffing levels, productivity enhancements, and system changes stipulated under contact award

- Managed project plans that provided contingency, mitigation, or alternative action through communicating, empowering, and repeating actions and acting on time-sensitive triggers

- Supervised teams of operations subject matter experts and IT staff within matrix environment from a core set of project management techniques including work breakdown structure, precedence diagramming, activity duration, and resource consumption calculation

- Successful in managing operational risks around disruption in claims processing; translating certain systems and applications in Spanish; resolving payment issues caused by consolidation of edits/audits; and managing EDI connectivity and CMS reporting changes

- Managed external workgroup calls to obtain and analyze outgoing contractor deliverables; regulated outgoing contractor workload levels and facilitated inventory reduction plans ahead of cutover

- Performed on-site due diligence analysis of processes, files and records in mailroom, off-site storage and call center floor areas

- Developed cutover plan for work stoppage dates, file/data conversion, file transfer to on/off site storage, and validating and testing of Medicare systems and data

- Facilitated the training of subcontractor staff to ensure Day One readiness while maintaining CMS performance levels

Proposal

- Oversaw RFP activities for new lines of business including: two Medicare Administrative Contracts (MAC), two Zone Program Integrity Contracts (ZPIC), one Quality Improvement Contract (QIC), and one Administrative Quality Improvement Contract (AdQIC)

- Established RFP capture strategy and final proposal based on analysis of company strengths / win themes, RFP evaluation criteria, and competitive pricing models

- Applied capture strategy, storyboarding, writing, graphics, senior leadership approval, printing, QA and final drop-off; produced full proposals—Technical, Business, Compliance /COI within all cases and oral presentations in all but MAC proposals

- Coordinated RFPs from a thorough understanding of Medicare rules and regulations, Federal contract regulations and FAR requirements, Privacy Act and Health Insurance Portability, and Accountability Act (HIPAA) and the Privacy Rule

- Managed the transition-out of FCSO’s Connecticut Medicare business under the J13 contract award; completed the transition on time, under budget, and with minimal disruption to Claims processing environment

Training Manager (1-800 Medicare) 2004-2006

- Identified training and development needs within the organization through job analysis, appraisal schemes, and regular consultation with business managers

- Established training and development programs based on both the organization's and the individual's needs considering the cost of planned programs and keeping within budget

- Assessed overall performance of training with business / functional units and senior management by developing effective induction programs; conducting appraisals; devising individual learning plans; and producing training materials for in-house courses

- Facilitated training and implemented development programs; amended and revised programs as necessary to adapt to the changes that occur in the work environment; and assisted line managers and trainers in resolving specific training problems either on a one-to-one basis or in groups

- Formulated training policies and schedules using in-depth knowledge in training needs, company production processes, business systems, or changes in products, procedures, or services

- Initiated training innovations and solutions where precedents, procedures, and curriculum may not exist while arranging training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials

- Trained assigned instructors and supervisors on effective techniques for training such as in the areas of new employee orientation, specific on-the-job training, public relations, refresher training, promotional development, upgrading, retraining, leadership development, compliance, and system security

- Updated records and compiled statistical reports on interviews, transfers, performance rating, and promotions to evaluate performance of trainers and monitor the progress of trainees

- Improved project management toolkits and methodologies used within an ISO-certified environment and presented to stakeholders in design, priority setting, and implementation of training program

HIGHLIGHTS

- Facilitated training program to more than 50 new hires and 250 refreshers; implemented new initiative training classes, which was on time, within budget, and with customer acceptance for two-year sub-contract

- Received an award for exceptional performance in the establishment of a large call center while distributing high-quality training in the aftermath of MMA and the onset of Medicare Prescription Drug Coverage

- Persuaded best practice to enlist experienced trainers for all call centers based on successful experience at the training facility

- Established project and workforce management software to direct training schedule across various facilities and staggered training schedules on nights and weekends

- Created comprehensive training evaluation program for supervisory staff to extend and assess coach representatives as well as the comprehensive auditing program around government contracting requirements, including performance, quality, HIPAA and Privacy Act

- Applied centralized quality control unit and developed a queuing system that lessened the response errors by 25 to 30 percent and built process for CMS to operate data analysis in developing corrective action plans for underperforming trainees

First Coast Service Options (FCSO) - Meriden, CT

Supervisor of Appeals: 2002-2004

- Oversaw the processing of appeals and performed other responsibilities such as ensuring continuous efficiency, effectiveness, promptness, and accuracy of the appeals and records functions, and documentation of request resources to accomplish assigned unit tasks

- Served as liaison between claims / records, enrollment, medical review, customer service, financial services, and the appeals unit to achieve agency goals while maintaining security system for files and records

- Improved processing manuals while maintaining production record systems for monitoring unit performance as well as management reports

- Involved in conducting job analysis, classification, and exam development for subordinate positions through the use of performance standards, monitor performance levels, identify problems and/or deficiencies, and provide appropriate remedial action to enhance performance

- Contributed in the development of staff from other agency that works to resolve problems, effect change, or institute procedures for the common goals of the administration of the appeals unit

HIGHLIGHTS:

- Effectively managed project implementation involving MCS claims processing system, changing paperless environment in the appeals unit, while handling requirements and process re-engineering sessions; removed 6 of 15 steps, which reduced data-entry cycle

- Maintained continuing performance standards and successful completion of ISO registration while consistently meeting and exceeding all CMS performance and quality standards through training and quality and auditing programs

- Provided hands-on management to data analysis, which was used in determining Medicare waste, abuse, and program vulnerabilities in coordination with claims processing, medical review, and program safeguard activities

- Created and established budget monitoring and reporting tools in cooperation with senior management on short/medium/long term workload analysis and budget decisions

- Ensured system security, internal audit, and compliance controls were in place with full staff awareness, retribution-free process, daily triggers, and corrective action plans

CREDENTIALS

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Formal Education Master of Business Administration, University of North Florida  Jacksonville, FL: 1998-2001

Bachelor of Arts in History, Florida State University  Tallahassee, FL: 1992-1996

Professional Development Project Management Professional (PMP) Certification: 2007

Certified Instructional Designer, University of North Florida: 2007

Corporate Leadership Development, First Coast Service Options (FCSO): 2007

Affiliation Member, Project Management Institute (PMI)

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