Dana Merrill Email and Phone Number

Design and installation services for kitchens, baths and closets - or, anywhere you need cabinets, flooring, tile or countertops. Serving contractors, home owners and developers with excellent products in a timely manner.

Shifted into a Program leadership role through MetPro with a large initiative here at MetLife!

Guide Information Technology (IT) project delivery within Global Employee Benefits (GEB) organization, relating with business, systems and vendor partners to fulfill project needs and foster a collaborative environment• Took over and led to completion a multi-year, multi-million dollar program to upgrade systems to a new, custom benefits platform• Managed programs in Agile, Waterfall and Hybrid Agile/Waterfall methodologies• Successfully upgraded organizational data storage (SQL Server) and Disaster Recovery protocols for business applications and interfaces, stepping technology forward more than a decade• Developed and produced evolutionary technology stack presentation and led team renewal of organizational communication structure for senior leadership

Promoted into a senior systems delivery role, owning between 12-22 concurrent projects at all points throughout tenure, continuing to manage technology delivery and systems development.• Pioneered team Agile development management utilizing Fidelity Agile Methodology (FAM), managing and maintaining multiple Agile and Waterfall systems projects• Led DB Systems contribution for multiple (12-22) concurrent software projects totaling multi-million dollars for Fortune 100 clients, partnering with systems teams and acting as primary liaison for the business

Managed technology delivery and systems development as contributors to business project completion for large-market clients and developed Defined Benefits Systems Project Management Office standards• Codified inaugural Work Breakdown Structure (WBS) and developed other project management artifacts for Systems Project Management Office

Managed 18 direct reports/60+clients for scale and delivery operations for laundry services, ~40 million lbs. linens processed annually.

Provided consulting services to multiple clients, including solutions for workflow, team efficiency and productivity challenges throughout client business cycle, start-up to mature business• Codified and Improved processes for mature snow-removal business in Indianapolis, IN, absorbing >20% growth in clients and vendor need while significantly reducing administration/process time• Defined business plans and worked with clients to execute steps to invigorate businesses in several models, including Media Consulting/Graphic Design, Video Production, Accounting, Software Development, Excavation and Energy-use Evaluation/Building Contracting

Drove multiple internal and external programs, leading specialized teams of up to 12 senior-level Program Managers and executive-level projects in development of an entrepreneurial Defined Benefit PMO and client service-oriented project support organization. Conceptualized pioneering process improvements to optimize client experience while promoting profitability. Advanced ambitious financial targets, service strategies, and project timelines by developing project management office policies and processes. Ensured exceptional workforce performance through outstanding leadership development and management.• Transformed a struggling project management office into a success through strategic restructuring, implementing programs for leadership training, client service, policy development and team consensus-building actively monitored by keen organizational, data and process analysis• Affected positive organizational change through relational development and influencing skills• Galvanized Project Management Office utilization from 55% to 90%• Hired and developed highly successful business leaders, mentoring 5 associates into PM client ownership roles, 4 into process improvement leadership positions, and 2 into management roles among 25 hires• Formulated, developed and executed program management status, reporting, and review instruments for PMO and Client Services in collaboration with the leadership team

Spearheaded operations team in administering data integrity and flow across corporate departments, as well as among client organizations. Conducted complex data analysis across multiple product lines developing and managing projects to address data flow and organizational issues. Formulated highly successful infrastructure development programs to drive performance quality institution-wide. Developed innovative strategies to optimize scope definition, metrics creation, and performance analysis. Expertly coordinated offshore teams. • Reduced operating expenses by more than $320,000 by implementing first Six Sigma/LEAN process improvements in institutional memory as Green Belt in three Six Sigma teams (SSGB certified)• Cut 4,500 team work item backlog to zero within 10 months and maintained zero backlog amid significant increase in processed transaction volume and double-digit workforce reduction• Ran the program that reduced discrepancy backlog from over 3,000 items to under 150 within 3 months, utilizing superior analysis skills to focus and apply effort efficiently and productively• Led the design, planning and launch of quality assurance (QA) program, spurring client issue identification and resolution rates from 95% to 99%• Boosted team management satisfaction rates from 43% to 86% within 10 months, resulting in highest scores among 5 management teams and consistently recognized with internal organizational awards

Developed outstanding client relationships between client organizations and integrated benefits department. Aligned client service strategies within the defined benefit, defined contribution, and health and welfare business units with overall corporate targets. Drove profitability while providing exceptional quality of client care through expert project management (strategic planning and financial management, including budgeting, forecasting, and cost containment). Formulated online and print communications for clients, staff, and stakeholders. • Administered multiple simultaneous projects with budgets ranging from $40k-$130k+

Within the health and welfare business unit, analyzed and remediated relevant technical and operational issues, including innovating processes to optimize data integrity and transfer. Drove productivity and efficiency through automation, including developing spreadsheets and relational databases. Expertly administered accounts payable, payroll, and carrier updates processing teams. • Led projects successfully cutting manual data processing errors from 12% to less than 2%• Reduced weekly manual processing by 90% for four clients through tool creation• Boosted client satisfaction ratings from 82% to 98%

Serviced participants for all Health and Welfare, Defined Benefit and Defined Contribution benefits questions for multiple Large Plan Services clients, taking incoming participant calls as well as escalated situations and client-expert questions for clients. Handled team call QA review and feedback responsibilities.

Sold, developed and administered $800,000 book of business. Held Series 7/63 registrations.