Karen Taylor Email and Phone Number

I was the ears and voice of the organization for our Customer Service department. I was responsible for attending planning sessions for new projects and products to determine the impact to our business partner which ultimately would have an impact to our external members. Create heat maps for the leadership team to better prioritize work coming their way. Analyzed and identified potential risks and points of resistance; collaborated with business partners on the development of strategic plans to mitigate/reduce risks and resolve issues.Project Coordinator2012-2014Managed critical Member Services project which included defining scope, maintaining schedules, project planning, communication updates, risk/mitigation/contingency planning, implementation and sustainment/closure plans. Led a cross-functional project team that consistently met all project deliverables; managed multiple, concurrent projects throughout the entire project lifecycle, achieving aggressive deadlines while remaining within budget. Oversaw the reporting, instructional design, training, documentation ,testing, support and operations for various projects; conducted data process analysis based on project needs. Business System Analyst2011 - 2012Analyzed and identified potential risks and points of resistance; collaborated with business partners on the development of strategic plans to mitigate/reduce risks and resolve issues.Conducted business analysis which included gathering requirements, analyzing data and compiling various reports for key stakeholders. Developed and delivered business plans; facilitated meetings and presented financial reports to senior executives.Prior positions held from 1979-2011Project Manager ll/ Product OwnerInterim Supervisor/ManagerProject Administrator/CoordinatorSupervisor - Customer Service Call CenterLead Customer Service Specialist