Deborah Bain Email and Phone Number

Manage Short Term Rental - Semi-Retirement

Global Business Travel – American ExpressProgram Manager - Mergers and Acquisitions (Remote)• Manage six Project Managers (located in US and UK), providing coaching and support with GBT Integration projects; Hogg Robinson Group, Spain, Banks Sadler, etc… o Project workstreams include Data Centers, Infrastructure, Network, End User Compute, and Information Security for each integration• Responsible to develop and present bi-weekly updates to Integration Management Office (IMO) and monthly updates to senior leadership• Provide details and support to ensure clear communications of the transformation and integration strategy are sent out to customers, employees, and vendors throughout the integration• Collaborate with cross-divisional tech resources and various vendors to develop and ensure workstream projects are completed in a timely manner and within budget• Create and track purchase orders against each integration project using COUPA and NetSuite – manage overall budget for each integration program• Vendor Relationship Manager (VRM) for 12+ vendors that provide contractors, professional services, and equipment necessary to complete each project. Responsible to onboard new vendors for Tech• Managed final 4 months of PCI certification project setting up GBT to pass PCI certification audit

• Provide project management for the migration of Global Business Travel from American Express• Oversee 7 business towers during the migration, each tower consists of 5-12 Project Managers• Develop reporting for senior leadership on the overall status of the migration program• Facilitate weekly meetings with senior leadership and 40+ project managers with tower updates on the migration program and review of known issues and risks• Manage the IT change requests process

• Managed and developed the process for the migration of 180 customers to a new call recording system in 90 days, leading a team of 3 project managers• Provided program and project management over a portfolio of strategic initiatives and projects• Managed all aspects of the project over the project life staying within strict deadlines and within budget• Acquired resources and coordinated the efforts of team members and third-party contractors or consultants to deliver projects based on the project plan• Managed projects / implementations for Enterprise customers such as; Google, WebMD, and Kohler

•Successfully established the ground work for integration across the contact center after the merger with a larger pharmaceutical company•Define project scope and objectives, while developing preliminary project plan and design, determining necessary resources, and project timeline •Assign and track milestone level responsibilities for work stream activities that are aligned to overall strategic initiatives goals, timelines and objectives, collaborating with Product Management, IT, and key business owners to ensure projects were effectively implemented to meet business need and minimize operational risk & disruption •Provide significant leadership and direction for the integration projects, serving as a point of escalation for critical project issues to ensure timely resolution •Reviews and tracks status of work stream projects and deliverables and provides project updates to business management and Senior Leadership in conjunction with overall strategic initiatives reporting

•Effectively use project management, time management and communication skills to define and shape project and process development in order to maximize alignment with Patient Services and ESI objectives•Engage the appropriate parties when project Impacts change, concerns are identified and/or issues require escalation

•Developed, facilitated and certified trainers in “Maximizing Patient’s Benefits” training with focus on cross-selling and being an advocate for the patient•Created and co-facilitated “Maximizing Patient’s Benefits” training for the leadership team incorporating coaching and development strategies •Created plan to roll out training across the Enterprise for employees and leadership, while working closely with training and resource management teams to complete; continue to ensure all new hires receive training once they meet metrics•Increased conversion rate by 189% to goal in 2009, 114% to goal in 2010 and 113% to goal in 2011(Jan-June)•Track conversions by site and major clients – provide updates to the Contact Center•Developed and implemented various contests utilized throughout the Enterprise to increase conversion rates•Analyzed underperforming teams and advocates; provided targeted coaching to ensure balance between performance and quality

•Led and developed a team of 23 Pharmaceutical Technicians•Planned and directed work flow and project assignments to ensure timely and accurate processing of incoming prescriptions•Lead the Community Involvement team; launched several initiatives, including the Junior Achievement volunteer program

•Designed and managed projects focused on driving premium value and delivering key strategies•Collaborated with cross functional teams and effectively utilized project management techniques to organize, plan and deliver improvement initiatives and new products while meeting timelines•Successfully scoped ideas into viable projects, delivered results, influenced and drove change

•Managed multiple projects for the development of prospective and current leaders •Managed the Leadership Readiness Process (LRP) to prepare hourly employees and Professional Exempts to lead people

•Managed payroll for 1000+ employees•Established regulations to ensure policies and procedures with payroll and attendance were adhered to by leaders and analysts •Created strategy to improve managing employees on leave by deploying and managing a Leave Team•Employee relations consultant for department leaders

•Developed and deployed large-scale center-wide events and initiatives designed to enhance employee satisfaction within the department •Managed seven employee satisfaction teams with a focus on the Annual Employee Survey results

•Directly responsible for the leadership and development of a team for corporate inbound calls•Delivered performance coaching, counseling and development planning to provide accurate and professional services in a fast-paced environment•Recognized as the #1 team in the Director group for overall quality monitors each month