Debra Marks Email & Phone Number

San Francisco, Ca, Us

Philadelphia, Pa, Us

San Ramon,, Ca, Us

Consulting for one of the largest utility companies in North America, developing the Process Framework & Architecture for a new process improvement program. Collaborate with team of Six Sigma experts to define and deliver new processes to integrate existing work streams into a Business Process Management System (BPMS). Coordinate and manage “Lean” activities to ensure the successful integration of the Program into the Enterprise.

Toronto, On, Ca

Tutor Doctor East Bay is in Town!We meet students where they are---not where they "should" be. We mean students of all ages.We believe that thinking caps can be tailored---and that minds that wander aren't absent.We believe in lifelong learning---that anyone can learn---and that everyone has something to bring to the table. ("From whom according to their ability; to whom according to their need.")We provide one-on-one personal tutoring programs both "a la carte" and in packages to meet and exceed any of your or your child/ren's academic and/or extra-curricular goals, be it the "COVID Catch-up," getting ahead to meet college requirements (including exam prep!), improving a grade, or learning something fun and new "just because."We match our tutors with the personalities and learning styles of our clients and work with their class curriculum and with teachers and parents to instill confidence and the skills necessary for our students to thrive for a lifetime.We provide free consultations to help you determine a clear, achievable plan of success for the student in need (be that yourself or your child/ren!).We transform lives, one student at a time. We invite you to be part of "The Village!" All are welcome. See our ad on LinkedIn: https://www.linkedin.com/hiring/jobs/2179940764/detail/

Basking Ridge, Nj, Us

Lifecycle and QA Management of the Structured Cabling Services program for the State of California, with particular emphasis on CDCR (California Department of Corrections and Rehabilitation), including:• Overseeing the PCM (Pricing Contracts Management) internal process from client RFQ (Request for Quote) through PO (Purchase Order) and FSC (Full Site Completion), through final execution to ensure no stone was left unturned, resulting in timely service and revenue.• Creating and maintaining procedural and compliance documentation and storage and audit-ready artifacts for TPVs (Third Party Vendors) and internal staff.• Attracting more business due to high quality of work, follow-up, and various CSI (Continual Service Improvement) methods, including managing enhancements and updates for our video conferencing services to meet our clients' changing goals and needs.

Basking Ridge, Nj, Us

Managed health care system for CCHCS (California Correctional Health Care Services):• Fortune 13; Accountability to C level for change management for 24/7/365 operations for the $40m/yr CCHCS account for managed services, including Statewide terrestrial (WAN) and satellite Networks, wireless infrastructure, Datacenters, Virtualized Environments, Security Services, Facility Support, and Applications support.• Exceeded revenue plans by $3m, increased margins from 15% to 28%.• Provide PMO overlay to CCHCS (California Correctional Health Care Services) for various Service Delivery Organizations within Verizon, including Managed Network Services, Remote Application Management, Managed Security Services, and Field Support.• Managed Applications include TeleMedicine, Strategic Offender Management Systems, Dental Imaging, HealthCare record management, Dictation and Transcription, Digital Signature, Content Management, and Legal Claims processing, with knowledge of HIPAA laws and regulations.• Led global upgrade for CCHCS’s change management process, creating desk-level procedures and training documentation that reduced errors and rework, and increased system uptime and staff efficiency. • ITIL Responsibility for Global Change Management across Disciplines.

Basking Ridge, Nj, Us

• Complex Service Delivery accountability for Boeing, Warner Brothers, Jet Blue, Nissan, Diageo, and Honeywell.• Project Manager/Team Lead: Remotely implemented Tier 2 Global Service Desk in Manila, Philippines with back-up personnel in Krakow, Poland, for simultaneous Incident & Change Management support.• Interviewed, onboarded, staffed, and trained offshore and stateside personnel. • Directed management-level negotiations between Manila and the US for business initiatives including Operational best practices, security, capacity planning, and risk management, isolating where respective internal technical documentation was either failing or non-existent, producing efficient, repeatable implementation. • Led CSI initiatives, authored process flows, service level agreements, key performance indicators, and training documentation; coordinated and led training across departments. • Developed metrics and scripts for Customer Relationship Management, exceeding service level agreements and establishing clear communications and expectations with stakeholders.

Basking Ridge, Nj, Us

• Lead Voice POC for Enterprise-Wide Initiatives for Global Service Center for Providian Financial, Washington Mutual, and JP Morgan Chase.• Managed Vendors, Off-Shore Resources, and Voice Engineers to Support Client.• First and Second-Level Voice Operations and Engineering Support for IVR (Interactive Voice Response) Units for Enterprise-Wide Banks (Intervoice IVR and PBX Support for global operations). • DNS (Domain Name System) Administration for global banking products and services.

• Simultaneously supported 2 server farms of IVR (Interactive Voice Response) devices for first and second-level voice operations and engineering for enterprise banks, resulting in optimum, independent customer service and minimal downtime.• Led SOX (Sarbanes-Oxley) audit for Voice Engineering. • Administered and maintained DNS (Domain Name System) for global banking products and services, resulting in seamless end-user experience both internal and external.

• Led voice and network personnel in a coordinated effort within 24/7/365 global enterprise environment to ensure unified customer service for internal and external applications and tools.• Calculated level of effort (LOE) needed to complete voice and network projects, projecting within budget, personnel, and system requirements, and followed up to assess customer satisfaction and project lessons learned. • Partnered with Business Subject Matter Experts to make key system changes; bridged Business and Engineering, including Research and Development, to bring effective voice projects to life, e.g. text-to-speech devices, VoIP, and an upgrade and re-engineering effort of our entire Voice network.• Led global transition of all monitoring support services to third-party vendor support.• Headed Voice in Sarbanes-Oxley (SOX) audit.

Managed the lifecycles of several projects for Quality Assurance, including the roll-out of our new off-the-shelf call quality monitoring and recording package; I managed the ongoing product enhancements, maintenance, and administration to ensure its continued use and success throughout enterprise credit and banking services.

• Motivated teams of collectors to earn the highest statistics in the department for call times, quality, service, and dollars collected; educated and trained personnel to exceed in all call metrics.• Led department-wide OCC (Office of the Comptroller of Currency) audit.

One of the lead testers for Quality Assurance (QA) for our main in-house front-end Credit and Collections application, coordinating pilot groups and coders, resulting in more "promises to pay" and dollars collected; promoted to Trainer and Personnel Manager from QA work.