Project Manager Customer Service

PROJECT MANAGER

________________________________________ QUALIFICATIONS PROFILE ________________________________________

Results-driven, quality-focused, and versatile professional, with extensive years of experience in delivering quantifiable results in project management, compliance, business analysis, and Medicare operations within various IT industries. Adept in ensuring compliance to CMS guidelines, with broad skill set from IT to audit, compliance to healthcare; showcasing versatility in changing work environments.

Demonstrated proven success in the development, evaluation, and implementation of solutions to meet customer requirements.

Commended for exceeding objectives; completing tasks efficiently without compromising quality.

Expert in collaborating with all levels of management and co-workers to achieve target and organizational goals.

Resourceful and innovative in modeling improved systems and design resulting in strong and quality outputs.

________________________________________ PROFESSIONAL EXPERIENCE ________________________________________

CAREMARK RX Irving, TX

Project Manager 2006–Present

Provide expert oversight in the implementation of projects across multiple business and IT areas; aligning and synchronizing efforts of cross-functional departments, including Operations, Customer Care Mail Services, Clinical Operations, Benefits, Finance, HR, IT and other corporate organizations.

Methodology & Implementation

• Administered risk management, solution validation, problem analysis, issue resolution/escalation, status reports, acceptance criteria, and change control management for large-scale projects.

• Established and documented program management methodologies and standards to help the entire program such as change management, issues and risks log and escalation; completed contractual milestones delivery methods and audit and compliance procedures and trained other project managers on the use of those tools.

Audits & Compliance

• Guaranteed compliance with set departmental controls, CMS Medicare Enrollment Regulations, Sarbanes-Oxley, and SAS-70 units by creating audit plans as well as performing and monitoring internal and external audits.

• Ensured that Medical Enrollment remain current and aligned with all requirements established by CMS, in collaboration with Medicare Operations Team.

Risks & Controls

• Secured the system so that only authorized individuals have access through periodic access reviews.

• Advised management on possible risk areas and recommended solutions for effective mitigation.

• Directed the team in-charge of the overhaul of the MEDS and RxClaim systems to be free from any erroneous data.

Interpersonal Relations/Customer Service

• Regularly updated clients and internal and external senior leaders on the status and progress of projects.

• Promptly addressed daily escalation requests from account managers and call centers as well as coordinated the quick resolution of issues with MEDS IT.

Senior Information Technology Auditor 2006

Directed and executed numerous audit assignments to thoroughly assess and evaluate what can be done to achieve and sustain efficiency of department operations, adequacy of internal controls, and maintain strict compliance with regulatory and contractual requirements.

Audits, Compliance & Security Controls

• Actively involved in setting goals and creating audit program that included estimated timelines, plan of work, and data collection and documentation finding procedures.

• Monitored field work; reviewed and edited work papers and preliminary drafts; and coordinated the preparation of the final report.

• Ensured consistency of security controls with current information security policies and that industry best practice remain compliant with data privacy laws and regulations.

• Handled all arrangements to facilitate conduct of compliance testing, prioritization of deficiencies, and related remediation efforts.

Administrative Functions

• Completed detailed quality assurance reviews of work papers and report drafts on time while ensuring completeness, accuracy, and objectivity of reports.

• Contributed to organizational efficiency by providing administrative and staff support, performing liaison work and cultivating long-term relationships with colleagues from other departments.

• Prepared comprehensive documentation of testing results based on set guidelines.

CELANESE Dallas, TX

Information Technology Auditor 2003–2006

Leveraged knowledge and skills in security components and secure reporting users in BW along with SAP application and table security to effectively conduct internal control reviews in major computer technology areas, including data centers, security, servers, and application systems.

• Shared IT technical expertise on information system to the Audit Department and provided technical support to audit servers and automation projects within the department.

• Rendered consultancy services throughout the corporation and in coordination with external auditors.

• Served as the advisor and main resource in the Sarbanes Oxley compliance project in IT implementation testing.

Business Warehouse Reporting Specialist 2003

Handled data gathering and analysis of reporting needs for the Supply chain by interviewing over 65 local and global employees; making the necessary changes on the reports based on the key performance indicators and metrics set by the upper management

• Administered the data extraction process and research of BW structure; configured critical reports maintaining a schedule to meet a go-live date; and verified the existence of Info objects in InfoCubes and ODS.

TRIATON, NA Dallas, TX

Oracle DBA 2000–2003

Oversaw nine production and eight test and development Oracle servers running on UNIX platform; providing support to multiple applications.

• Managed day-to-day administration of Windows NT/2000 servers, from setting up of operating systems, to space monitoring on tablespaces, and providing backup support and check up for instances/updates using Legato Networker Administrator on the UNIX platform and Veritas Backup Exec on NT.

• Strictly followed application requirements in converting databases into National Character Sets, performing monthly server maintenance and updates.

WAFER CONSULTING Dallas, TX

Application Support 1999–2000

Played a key role to deploy Oracle 8 system applications, including Developer 2000 Report and Forms as well as SQL, SQL+, PL/SQL, procedures, functions, triggers, and packages.

• Developed databases, users, tablespaces, and roles on Oracle database administration.

________________________________________ EDUCATION/CREDENTIALS ________________________________________

Master’s Degree in Business Administration: In Progress | UNIVERSITY OF TEXAS DALLAS Dallas, TX

Degree | NORTHEASTERN STATE UNIVERSITY Tahlequah, OK

________________________________________ TECHNICAL SKILLS ________________________________________

CMS Enrollment and Payment Business Information Warehouse: Reporting and Analysis, Modeling and Authorization SAP R/3 Application Security Concept Secure SAP System Management SQL PL/SQL Oracle Database Administration, Backup and Recovery VISIO, Excel, Word, and Power Point

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