Shawn W. Schwab Email & Phone Number

Denver, Colorado, United States

Greater Denver Area

In first year quickly moved up from Customer Service to Bookkeeper then manager. Managed bookkeeping for store with over a million dollars in sales annually. Managed staff, driving process improvements to deliver excellent customer service and meet corporate goals in a highly competitive and constantly changing environment.Delivered Results:• Effectively motivated and coached employees to ensure customers received efficient and friendly service• Addressed employee issues and customer issues to provide resolution increasing satisfaction rates• Streamlined bookkeeping processes reducing bookkeeping time by 37 percent

Greater Denver Area

Start-up Community Association Management company to provide services to Homeowners AssociationsDelivered Results:• Created Business Plan, identified business objectives, budget and business strategy• Developed records management system, document templates including business contract agreement• Completed CAI Community Association Management Online Course & Exam

Remote In Denver, Co

Digital design, development and marketing agency creating innovative solutions and technology for the Health and Wellness IndustriesDelivered multiple concurrent Business solutions for a major client, managing diverse and completely off-shore technical development teams of developers and quality assurance testers. Built the client relationship and resolved concerns about deliverables. Collaborated with client resources to produce and implement business systems that solved their business problems and created a superior experience for their customers.Delivered Results:• Increased the development team’s efficiency through education and improved use of the SCRUM• Effectively managed project risk, bringing struggling project to a close through personalized attention and assistance in understanding the solution per client’s requirements and assisting with UAT• Gained clarification proactively when there were unclear business requirements• Developed story points in epics and user stories with defined specific acceptance criteria as well as managed grooming sessions

Consultant At Kaiser Permanente Health Plans Of Colorado

Leading Integrated Health Maintenance OrganizationSpearheaded the strategic planning and development of the Small Group Renewal System. Collaborated with all business departments to identify key requirements for processing renewals from start to finish, addressing multiple issues. Adhered to business and project objectives in utilization of resources and meeting strict deadlines and budgets. Scope involved data processing, underwriting, membership administration, claims administration, marketing/communications, customer service, customer and broker graphical interface, back-office electronic work-flow administration and processing automation and back-end system integration. Delivered Results:• Automated creation of annual renewals through system processing of data extraction and validation resulting in a 75% reduction in manual effort by underwriting resources• Modernized delivery method and processing of submitted renewals through utilization of new technology resulting in quicker development and fully electronic automation eliminating out-dated paper system• Saved the member administration department $500 thousand annually by eliminating the need to hire temporary resources to manually enter renewal data into the back-end system

Consultant At Moneygram International

Second largest worldwide money transfer services companyAddressed call center’s need to monitor and identify potentially fraudulent activity by call center representatives, providing analytics into trends in activities. Retired the call center’s legacy telephony system and transitioned entire system to a cloud platform as a service provider, utilizing an updated version of the telephony software and improving call routing strategies. Coordinated efforts of multiple project managers of the program and managed deployments and post implementation activitiesDelivered Results:• Increased the Fraud department’s view into representatives activity in the system by 75% enabling pro-active actions to be taken before fraudulent activity occurred• Reduced maintenance costs of the telephony system by eliminating the need to maintain the physical infrastructure• Provided customers a more consistent and improved voice self-service as well as brand personas through improved efficiencies in call routing strategies

Position Was The Culmination Of Nearly 15 Years Of Tenure

CIGNA/Great-West Healthcare, a Fortune 500 company and a global health insurance service company_______________________________________________________________________________Throughout 14 year tenure, tapped repeated for ever-higher level positions, beginning as Business Analyst for new billing and eligibility mainframe system and ending as duel role Project Manager and Project Coordinator for enhancement program of the new FACETS system that replaced the homegrown mainframe system.Project Manager January 2007 - 2011Managed projects supporting the Facets Enhancements Program required to customize the new system due to regulatory requirements and ancillary system requirements. Conducted vendor management activities while leading internal development team resources and managing deployment activities for each project assigned. Oversaw team activities ensuring processes and procedures for project delivery were followed.Program Coordinator January 2007 - 2011Instrumental in the success of the Facets Enhancements Program with a budget of $5 million by ensuring appropriate resource allocations, building and maintaining the program roadmap each year maximizing the work accomplished annually and managing change control. Supported project managers ensuring project maintenance was completed timely.Project Coordinator January 2006 – 2007Provided project management activities in the companies first SCRUM project, demonstrating that SCRUM was a viable methodology while still being able to provide project metrics including earned value analysis. Ensured successful execution through daily SCRUMs, illustrating sprint burn-down and managing Sprint Planning and Sprint Retrospectives.

Beginning Of My Nearly 15 Year Tenure

Executed thorough QA/Testing of systems according to requirements documents and communicated well with developers, resulting in no defects found in UAT and successful implementations. ‣ Conducted requirements analysis ‣ Wrote system specification documents, use cases, test cases, test plans, test strategies and end user training documentation ‣ Improved defect reporting process, resulting in quicker resolution ‣ Submitted and tracked System Testing (QA) trouble tickets