SDLC Partners, L.P.

Managed multi-phase/ year end-to-end and full-cycle enterprise projects, programs and releases in excess of $2M, (global and off-shore) relative to Clinical Operations, behavioral health, Maternal Health, pharma, Medicaid dental, claims, payor, 270/271, Client Success, Provider, Member Experience, Utilization, sales support and IT, Client Success, and billing, managed health and insurance areas.   Managed and collaborated at all levels of management, in Agile, Waterfall, and hybrid environments.  Oversee client engagement, executive, vendor management, and status reporting.   Participated in full cycle sprint planning and scrum ceremonies.  Documented and tracked process flows and requirements.  Managed staff and interfaced with critical deadlines and technical touchpoints including a 24/7 environment where and as necessary.  Also, completed analytics and AI reporting and automation from project launch to successful completion according to scope, schedule, and budget, and function as consultant advisor, facilitator, trainer, and subject matter expert.    Role eliminated due to a change in business conditions, and lack of client demand.

Senior Consultant II

Functioned as Project and Program Manager and primary point of contact on all full- cycle customer facing campaigns, both Microsoft, fin-tech, and commercial.  Successfully managed a team (s)of up to 23 direct reports adhering to company process, procedure, training, and best practice.  Also provided support and oversight in the areas of AI, IT Reporting, Business Analysis, Sales and Vendor Management, Statistical Audit, Quality Assurance, Technical and Process Documentation.  Completed full-cycle delivery from launch to completion on key accounts to include PayScale, G-Soft, Google, and Hear Now.

Program (Client Services) Manager

Seeking New Opportunity, Immediate Start

Career Transition

Evoqua Water Technologies

Created position to define, engage, deploy, implement, and analyze, and summarize the business, staff needs, and requirements necessary in 130 office locations globally.  Worked independently and participated as key contact, and on a broad range of cross-functional and departmental teams and projects.  Participated in all activity, organization, and troubleshooting related to network, technology, and customer satisfaction.  Led teams and points of contact to ensure best practice and adoption with Skype-for-Business implementation, training, facilitation, user acceptance testing, auditing, and budgeting.  Served as subject matter expert and collaborated to understand and monitor performance related to new business acquisition.  Created project plans, reviews, telecom invoice approvals, and requirements to analyze and drive positive results, adherence to business processes, and advancements in modernized systems, technology, and automation.  Assessed, evaluated, tested, and validated systems.  Sourced, procured, and budgeted equipment and solutions necessary to educate and support the business.  Participated on teams for office relocation and construction.  Led teams according to established company practice and procedure, possessing excellent time management and organization skills.

Project/Merger and Acquisition Manager (Networking and Infrastructure), IT Quality Assurance Analyst

Implemented, executed, and managed all projects and initiatives within the networking and infrastructure business unit.  Sourced and implemented the company-wide customer contact and capital assets center, delivering ahead of schedule and under budget.  Ensured 100% business customer-facing up-time through effective vendor and end-user management, system programming, and control automation.  Responsible for selection of all department vendors and over site of all budget activity to exceed 30 million dollars, and providing a world-class end-user experience of over 4000 employee population.  Personally selected to manage all on-site visits after suggestion of initiative.

Project Manager, Global IT Infrastructure

Implemented and executed high level projects in the telecommunications, information technology, human resource, and customer management space. Participated in scrum ceremonies, release and break-fix activity and sprint planning.  Accountable to project scope, resource and budget timeline, as well as complete satisfaction for all customers and business process owners.

Project Manager, IT Global Operations

Robert Morris University

Taught Management Theory and Practice and Management Simulation, as well as other business courses as needed to undergraduate, graduate, and continuing education students.  Developed, designed, and instructed supplemental curriculum according to University accreditation and departmental policy.  Also responsible for academic advising and Global Mentoring Programs.

Adjunct Professor

Sprint

Directly responsible for performing a wide range of contract and management functions pre-sale while interfacing with sales management, staff, and call center. Also responsible for monthly and ongoing reporting, forecasting, and key performance indicator tracking.  Managed all post- sales support , ongoing product training to sales, staff, and clients, technical troubleshooting, administrative account management, accounts receivable collection,  budget analysis, data entry, billing reviews, and special event coordination.  Effectively handled escalated customer questions and concerns of critical and complex nature.  Facilitate large customer migrations via on-site customer visits and procedural execution.  Highly skilled at managing complex tasks remotely, and responsible for managing the integrity of the business in high security and visibility environments, especially during upgrades, enhancements, or equipment controls.  Increased account productivity by managing and supporting ongoing customer needs.  Considered a subject matter expert due to extensive years in the telecommunications industry.

Program/Project Manager, Business Care Early Life Cycle Management

Specialist, Wireless Field Support

Nextel Communications

Recruited to position due to success in working with clients and product launches.  Coordinated efforts to maintain customer satisfaction, reduce churn, accounts receivable management product knowledge, and sales focus.

Customer Account Representative

PageMart

Start-up telecommunications company. Started as the only customer service representative and assisted in training and growth of staff to 10.  Provided friendly and courteous service to 50+ calls per day.  Managed, trained, coached, and motivated seven direct reports, including sales executives, and customer sales representatives.  Mentored a direct report into management, developed office team environment with a cohesive unit, learned detailed aspects of financial management and accounts receivable.

Customer Service to Operations Manager

Coldwell Banker Real Estate

Managed all administrative functions of a real estate office to include data entry, client/agent interaction, signage, and closing coordination.  Initially hired as a temporary position and earned permanent placement.

Office Manager

Accomplished, talented, dynamic, reliable, and energetic Client Services, IT, Tech, Customer Success, Sales Management, Program, Project, Management, analyst, professional and executive leader, with proven track record implementing and executing high level projects to meet and increase deliverables, sales profit, client satisfaction, and retention.  Inherent strength and demonstrated success building relationships across all levels of management, within a diverse group of companies.    Engaging results driven problem solver, and communicator who motivates, trains, and guides teams to ensure positive results with forward thinking attitude, creating an atmosphere of world class customer service.

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