Responsibilities include program and project management for Senior/Individual.• Business Project Manager for Medicare Supplement Operation Consolidation, Senior Call Center Vendor Transition, HIPAA 835 Implementation, Medicare Member Migration (M3), and Medisys AEP Contingency.• Business/IT Project Manager for Senior Risk Adjustment Database Phase II.• Partner with IT and enterprise Vendor Management for project execution.• Mentor to IT PMs for Senior business

Responsibilities included managing portfolio of Life and Disability projects, leading team of six associates, managing department and Life and Disability project budgets. • Created and facilitated business requirement training for over 60 Life and Disability associates.• Created and led mentoring program for associates interesting in project management.• Provided monthly metrics on project health to Life and Disability Leadership Team and associates.• Lead 3 year and annual strategic planning sessions.

Responsibilities include program and project management for Senior/Individual and Life and Disability Project Management Offices.• Program manager for Senior Age In initiatives to standardize sales and marketing processes for members turning 65.• Program and project manager for ALICS Life and Disability Claims Integration Phase 1.• Mentor and coach current project managers and associates interested in project management profession.• Project manager for LAC to Compass Conversion, Qcare to WGS Business Integration, Senior End to End, Geriatric Care Management Information Management and WMDS System Enhancements.

Responsibilities include conducting initial requirement needs and gap analysis, prioritizing projects, project design and development. • Program manager for 2004 Mail Savings projects to reduce mail expenses by $400,000 per year. • Standardized and maintain Ease of Doing Business (EODB) program and all projects related to EODB.• Developed standardized project management methodologies and templates for enterprise use.• Mentored, trained, and coached associates on PlanView, an enterprise project management tool.• Created and updated PlanView documentation, including, but not limited to, Grange-specific User Manuals, Release Notes, Tips, and Quick Reference Guides.

Responsibilities included conducting initial project needs and gap analysis, prioritizing projects, project design and development. • Researched and designed software lifecycle process for department implementation including, analysis and design, software development, integration, quality analysis and control, coding standards, test cases, and deployment.• Wrote analysis, design, functional specifications, architecture, test cases, and end-user documentation.• Partnered with developers to understand technical impacts to Sterling Commerce clients for products developed using Microsoft Message Queue, Visual C++, Java, JavaScript, UNIX, Sybase, and SQL servers.• Liaison between Quality Assurance and Developers for testing issues. • Test Director Administrator for Commerce:Centre and DataBus development. • Created and maintained two departmental intranet web sites.• Developed and documented UML and data flow diagrams.• Documented support processes and procedures for Sterling Commerce’s Global development department.• Performed testing and troubleshooting of software enhancements.

Documentation project management responsibilities included conducting initial project needs and gap analysis, prioritizing projects, allocating asset resources, recording and tracking project benchmarks for over fifty projects. Department representative on Core project teams as necessary. • Participated in lesson-learned activities such as quality assurance, focus groups, and customer evaluations providing opportunities for departmental improvement.• Partnered with business units to determine training and documentation requirements• Created and managed an Excel project tracking worksheet and an Access database.• Created and updated User Guides, Quick Reference Guides, Operations and Maintenance Manuals, and Online Help for Information Technology systems and Qwest products.• Documented support processes and procedures for Qwest products including Dedicated, Switched, Broadband, and Narrowband.• Developed and updated a standardized template for Operations and Maintenance Manuals used throughout Qwest reducing department design and development time by over 150 hours per deliverable.• Researched and recommended latest hardware and software technology streamlining departmental development processes in support of Information Technology software development.• Supervised and mentored staff of fifteen Information Developers on departmental processes and procedures.

Created, updated, and implemented all training for sales and customer service associates. Supported integration and delivery of new products, services, and promotions through participation on regional project teams. Performed coaching, monitoring, needs analysis and assessments, training and facilitation, post-course evaluations, and managing of new and existing associates.• Approximately 5000 hours of facilitation in classroom and computer-based training utilizing adult learning theory.• Ohio project manager for the opening of the Cleveland, Ohio PCS marketing opening, the Cleveland, Ohio Paging Customer Service Center and the Rantoul, Illinois Customer Service Center.• Managed vendors creating specialized training curriculum. • Developed self-paced Comptech training manual used across the Ameritech region.• Project leader for the Ohio market for International Learning Systems and Business Learning and Development to standardize customer service training for the region.• Improved associate productivity by 20% for call handling time by development of a telephone skills communication course.• Developed standardized template for promotional training improving consistency among regional facilitators.• Increased classroom participation utilizing training techniques including resistance management, team building, and overcoming communication barriers.• Coached associates for specific needs, such as telephone etiquette, closing a sale, and building customer rapport.