Project Management, Coaching, Mentorship and complex problem solutioning for longterm client success

Headed a complex digital transformation involving HR, IT, and finance departments across a portfolio of 10 individual business entities for the client, ultimately driving customer success management.• Finalized contracts to replace ADP and QuickBooks with HCM and ERP/EPM cloud solutions, while creating a vendor selection matrix and SWOT analysis.• Minimized potential risk, expenditure, and improved reporting via optimization of invoicing and workflows using new cloud-based solutions… Show more Headed a complex digital transformation involving HR, IT, and finance departments across a portfolio of 10 individual business entities for the client, ultimately driving customer success management.• Finalized contracts to replace ADP and QuickBooks with HCM and ERP/EPM cloud solutions, while creating a vendor selection matrix and SWOT analysis.• Minimized potential risk, expenditure, and improved reporting via optimization of invoicing and workflows using new cloud-based solutions and functionalities.• Pioneered a new security profile to meet IPO requirements, encompassing VPN, end-point tracking, penetration testing, firewalls, and automated training.• Fully aligned all IT, development, and security teams across the US, Philippines, and Puerto Rico, following revamp of organizational structure.• Bolstered the established senior leadership strategic growth plan by aligning existing solutions and redesigning CRM workflow cross-functionally in the organization. Show less

-Cultivated valuable relationships while directly responsible for a total staff of 300 across 6 teams and $28.5 million budget, including the WPS Medicare Cyber Security team. Advocated for the best interest of the organization while serving as a member of the Executive Technology Board Committee and the Executive Investment Review Board.- Transformed Corporate Services to improve customer satisfaction, reduce redundancies of applications and processes while boosting staff engagement and… Show more -Cultivated valuable relationships while directly responsible for a total staff of 300 across 6 teams and $28.5 million budget, including the WPS Medicare Cyber Security team. Advocated for the best interest of the organization while serving as a member of the Executive Technology Board Committee and the Executive Investment Review Board.- Transformed Corporate Services to improve customer satisfaction, reduce redundancies of applications and processes while boosting staff engagement and morale. These changes made workload expansion possible while staying within ongoing budget constraints.- Renegotiated Corporate Services software contracts to better align with strategic goals. Implemented in house software expertise versus vendor support reliance saving $2.5 million. Expanded utilization of software capabilities by engagement of all staff members in the expansion.- Led the WPS Medicare Network Architecture redesign/outsourcing effort to physically separate the Medicare hardware/data from the rest of the WPS business lines hardware/data. Projected $5 million annual savings while increasing overall data security.- Executive leadership for corporate datacenter outsourcing/migration efforts to reduce IT costs. Reduction of 32% software redundancy within the organization. Multi-million dollar annual cost reduction over the next 5 years. Show less

Secured a short-term role to orchestrate a digital transformation project saving multimillion – dollars in costs for the WPS Medicare Operations division, underpinned by standardizing call center processes.• Streamlined numerous workflow processes, including a decrease in the call center application portfolio from 12applications to just one single solution by engagement of employees, streamlining workflow processes, and implementing the correct CRM solution.• Reduced training… Show more Secured a short-term role to orchestrate a digital transformation project saving multimillion – dollars in costs for the WPS Medicare Operations division, underpinned by standardizing call center processes.• Streamlined numerous workflow processes, including a decrease in the call center application portfolio from 12applications to just one single solution by engagement of employees, streamlining workflow processes, and implementing the correct CRM solution.• Reduced training requirements for new call center hires by 75% upon implementation of the MS Dynamics CRM solution.• Reduced time spent on call management, while improving the quality of customer service and introducing new technology to ensure a real-time response.• Diminished staff numbers by 22% in all call center locations, following the introduction of 24/7 self-service options for clients, such as CRM automation, artificial intelligence (AI), and robotic process automation (RPA).• Engineered a considerable increase in the value of WPS Medicare Division Govt. contract portfolio. Show less

Presided over a dedicated team of more than 200 developers based in Kyiv in the synchronized creation of mobile, cloud, and web applications. Formed a preferred vendor network to meet US and global facility requirements, involving terms negotiation,new office buildouts and relocations. - Built a comprehensive CRM system to automate issues and client reporting, distribute quarterly feedback surveys, and track the severity of incidents.• Boosted response time by introducing… Show more Presided over a dedicated team of more than 200 developers based in Kyiv in the synchronized creation of mobile, cloud, and web applications. Formed a preferred vendor network to meet US and global facility requirements, involving terms negotiation,new office buildouts and relocations. - Built a comprehensive CRM system to automate issues and client reporting, distribute quarterly feedback surveys, and track the severity of incidents.• Boosted response time by introducing multi-tier priority-driven SLAs for clients, automated alerts for known issues, and real-time monitoring.• Increased level of quality assurance and development velocity by implementing agile processes and test-driven methodologies within the development team.• Standardized the organization's cybersecurity profile by implementing cybersecuritypolicies companywide. Show less

- Direct management responsibility for multiple teams (Electronic Data Interchange, Medicare Secondary Payer, Provider Call Center, and Optical Character Recognition)- Implemented cost-saving efficiency improvements resulting in staff reductions- Improved morale and team buy-in allowing individual involvement in team decisions- Allowed for open communication for all employees to create free-flowing ideas throughout all skill levels on each team- Lead company-wide Y2K effort… Show more - Direct management responsibility for multiple teams (Electronic Data Interchange, Medicare Secondary Payer, Provider Call Center, and Optical Character Recognition)- Implemented cost-saving efficiency improvements resulting in staff reductions- Improved morale and team buy-in allowing individual involvement in team decisions- Allowed for open communication for all employees to create free-flowing ideas throughout all skill levels on each team- Lead company-wide Y2K effort resulting in award of special Y2K readiness certification in late 1999 by federal government Show less