Monica Bowman Email and Phone Number

As the current MiSDU Project Director, duties include interacting with the MiSDU Director from the State of Michigan to ensure contract compliance, project service level, and project scope for the MiSDU operation. Additional responsibilities as Project Director include:Establishing and maintaining the project mission, vision, goals, objectives and general scope of the project. Directing project management staff, supervising day-to-day operations of the project to ensure compliance with time standards; monitoring staff production including performance, accuracy and compliance with all contractual requirements and reporting standards; ensuring that all balancing and deposit requirements are followed; defining, organizing, and controlling project work; establishing project objectives, training needs, compensation and recognition.Overseeing all financial matters related to the project. Functioning as a liaison between the project team and the customer/client manager; negotiating changes in project scope and project deliverables; working with leadership to secure necessary project resources.

2006 - 2007As the MiSDU Deputy Project Manager, duties included providing oversight and direction for MiSDU operations including Customer Service, Receipt and Disbursement processing, Central Imaging and Reconciliation, MiSDU Transaction Research, MiSDU Outreach, and MiSDU Quality Assurance. Additional responsibilities as Deputy Project Director included: Representing Tier Technologies (now Informatix) in the development of business processes by the MiSDU to assure responsiveness to State policy, procedural guidelines, operational processes including performance and accuracy, and compliance with contractual requirements and reporting standards.Interacting with IV-D partners to ensure completion of project tasks, contract requirements as outlined in the statement of work (SOW), project deliverables and changes in project scope.Supporting the MiSDU Project Director in project mission, vision, goals, objectives and general scope of project. Managed project in the absence of the Project Director. Researching problems or performance issues with the intent of resolving any immediate problem but also identifying longer-term solutions to work methods or processes.Acting as a liaison between MiSDU operational staff and State staff.Supporting and assisting the Operational Project Director in financial and budgetary matters related to the project and with all aspects of the MiSDU staffing, including training, evaluation and performance improvement.

As the MiSDU Customer Service Manager, duties included acting as customer service liaison with MiSDU State staff, FOCs, and other IV-D partners in the identification and resolution of MiSDU customer services and operational issues related to the performance of the MiSDU, and the Office of Child Support. Additional responsibilities as Customer Service Manager included:Serving as MiSDU Customer Service implementation manager during 2004-2005 MiSDU transition. Acting as point of contact for MiSDU State Staff and partners.Identified problems or issues with the performance of the MiSDU in servicing the needs of the clients, the employers and the FOC community.Successfully managing all aspects of a large Child Support Customer Service Department including staffing, implementation of an automated call distribution system; selecting supervisors; developing and managing the departmental budget; establishing and monitoring Call Center productivity goals; leading cross-functional teams on key projects.Designing layouts, processes, and procedures for project based Customer Service Center, serving over a 250,000 customers. Interacting with clients, employers and FOCs in developing an understanding of the concerns and issues as well as their perspectives on how MiSDU services may be improved.Resolving customer conflicts.Assisting with the implementation of the

As the Marketing/Communications/Outreach Director, duties included oversight of the marketing strategy for the State of Michigan. Created marketing communications in various media for other State SDU Outreach efforts; oversight of the Employer Outreach promotional campaign, providing education and guidance on E-commerce initiatives. Additional Marketing/Communications/Outreach Director responsibilities included:Designing and managing strategic, project based, marketing/communications plan for the State of Michigan, Office of Child Support. Designing marketing/communications/EFT plan for other State SDUs including Illinois, Florida, New York and Ohio.Providing oversight to ACS Outreach Managers for plan implementations and ongoing Outreach efforts. Developing internal strategy for facilitating communications with top Michigan businesses/employers, prioritized by demographics, volume and region. Initiating contact and meeting with the top 50 employers in Michigan regarding the benefits of EFT/EDI for the submission of child support payments.Planning and conducting public relations program designed to create and maintain favorable public image for partners and clients.Conducting large group presentations/workshops at various conferences and seminars; designing and delivering E-Commerce material and collateral to employers, associations and governmental agencies; providing education and direction to third party entities interfacing with businesses.Presenting to, educating, and training businesses on E-commerce initiatives, ACH networking, and federal regulations for E-payment options.Facilitating informative in-service demonstrations, focusing on E-commerce applications and solutions, cost analysis, and best business practices.Assisting with the implementation of; and Texas State Disbursement Units.

Supervised Ford Motor Credit Red Carpet Lease program.Promoted retail sales and lease programs by assessing customer/dealer needs and anticipating problem areas.Re-established dealer trust on accounts that had been previously under serviced.

Policy research and analysis.Legislative research and analysis.Attended daily legislative sessions and various Committee Hearing meetings.Interacted directly with Michigan House of Representatives, Michigan Senate, Michigan State Police and various advocacy groups.