Plez A. Joyner Email & Phone Number

Atlanta, Ga, Us

A recognized consulting firm that assists organizations overcome operational challenges.

Manage people, processes, and technology to drive results from an operational and financial perspective.

Building the new City of Stonecrest, Georgia and managing the day-to-day operations of the City

Dallas, Tx, Us

Managing the delivery of municipal services, developing annual budget, managing project personnel, vendors, and facilities

Greensboro, North Carolina, Us

New York, Ny, Us

I was responsible for the consultative and strategic advisory services for development, implementation, and delivery of internal global projects in commercial lines, consumer lines, and global customer operations while providing administrative management oversight to a diverse team of transformation services personnel deployed in the Atlanta, Georgia field office.Accomplishments:• Led the effort to garner project funding ($3,000,000), provide project management, and the on-time delivery of Phase I of the Global Marine OFAC Remediation Project for 15 countries leading to the remediation of over $100,000,000 in OFAC violations and fees• Provided strategic leadership for the development and implementation of desktop automation and process excellence project that was projected to yield over $40,000,000 in global FTE cost savings• Developed and conducted a baseline assessment for over 150 global contact center service providers in 45 countries that were supporting over 20 languages• Developed and implemented a transformation services performance management tool for use within the US/Global team

New York, Ny, Us

I led the effort to develop a detailed functional design for the new global customer operations group with 15 core functional areas by deploying a global team utilizing a blended approach of best practices, functional analysis and design principles, and tools including Lean Enterprise, Six Sigma, and continuous quality improvement skills to provide a data-driven business solution for the group.Accomplishments:• Designed and developed the global customer operations (GCO) service analysis methodology to assess current best practices, identifying and documenting key business processes, resources, issues, risks, and hazards related to deliver of service in order to develop staffing models within each functional area.• Implemented the GCO Service Analysis on a global basis via 50 one- to two-day detailed functional design workshops in New York, London, and Tokyo over a three-month period• Created a functional team service catalogue for each functional group within GCO detailing services delivered, optimal staffing levels, functional risks and hazards, and opportunities for improvement.• Established global service assessments associated with critical-to-quality performance measures for the Quality Management Office within the Global Customer Operations organization.

I provided business analysis and continuous quality improvement services by utilizing a blended approach of best practices, principles, and tools including Lean Enterprise, Six Sigma, and enterprise risk management to provide clients with data-driven business solutions. Client / Accomplishments:• AGL Resources /Developed and implemented performance-based service contracting (PBSC) policy enabling supply chain organization of AGL Resources to administer effective contract administration and contract management, leading to potential cost savings of over $20,000,000 in one large scale engineering and construction project.• AGL Resources / Provided project management and change management expertise in development of current state analysis program to analyze and provide improvement recommendations for engineering and operations department of AGL Resources. • AGL Resources / Identified, documented, and analyzed approximately 90 critical services and 375 key processes in eight functional areas using financial analysis, risk management model, and quality measures using CMMI.• AGL Resources / Developed and implemented enterprise risk management model (using MS Access) to quantify and grade level of risk associated with each service provided in engineering and operations department.• Coca Cola Refreshments \ Provided contract project management services utilizing best practices, principles, and tools to provide the client with on-time delivery of an SAP solution to replace a legacy. Worked with a matrix project team with on-site analysts and developers along with off-shore developers based in Argentina and India• Centers for Disease Control (CDC) \ Designed, published, and delivered two-day training program on program/project management.

Dublin 2, Ie

I administered project management, change management, training program development, instructional design, and training delivery services to clients in healthcare and life sciences segment (pharmaceuticals and providers). Provided functional expertise in development of custom sales information dashboard for sales executives. Client / Accomplishments:• AstraZeneca Pharmaceuticals / Managed a strategic project to produce a marketing accelerator for an ocology drug slated whose patent was slated to expire. Led team of three consultants measuring key marketing metrics for field sales force and key customers to determine marketing approach for oncology drug.• Columbia St. Mary’s Hospital Group / Provided project management and change management expertise to development of blended training program for large scale implementation Cerner Electronic Health Records System in Milwaukee, WI. Managed team of four learning analysts and three transformation analysts in effort to develop blended training program for six major solutions affecting 6,000 end users, including web-based training modules, instructor-led training modules, job aids, and associated documentation for every health care provider associated with hospital group.• Columbia St. Mary’s Hospital Group / Developed new processes within hospital group, supported design and execution of communications plan and readiness solution, and managed the performance management plan to measure training program’s effectiveness.• Wyeth Pharmaceuticals / Developed instructional design, training program, and materials for Siebel CRM implementation and custom sales information dashboard for first line sales managers. Employed webinar-based training approach using web-based instructor-led training combined with distributed job aids.Other clients include: Merck, The Hartford, Juniper, and Ascension Health.

Armonk, New York, Ny, Us

Provided business analyst, training development, instructional design, change management, project management, and delivery services to clients in pharmaceutical industry. Client / Accomplishments:• CV Therapeutics / Developed and delivered custom Siebel 7.x training development and consulting expertise using IBM Simulation Producer (SimPro) tool to address challenge of customer relationship management and sales reporting for sales representatives. • Cingular Wireless (AT&T Wireless) / Led the change management and training development team for the upgrade to Siebel CRM for the service activation platform for Cingular Wireless in Atlanta, GA. Training materials included SCORM compliant web-based training, web-based assessments, and instructor-led business process training for over 2,800 sales and service activation platform end users. In addition, provided change management expertise to develop new processes for the service activation group, support the design and execution of a communications plan and readiness solution, as well as, performance management plan to measure the implementation program’s effectiveness• Chiron BioPharma / Created training program and materials for Siebel CRM implementation. • Johnson & Johnson / Designed business process and third tier support services for implementation of Siebel 7.8.Other clients include: Berlex Laboratories, Connectix, Hormel Foods, and Quest Software