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Financial Modeling and Analysis
Resourceful Health Care & Financial Services Program Manager experienced intrapreneurial leader, skilled with recovery projects and management of off-shore teams. Confident with strategy, solutions development, budget and operational management, and marketing and communications for complex programs. Experienced in leading teams for cross-functional collaboration to deliver solutions. Effective communicator with all levels of the organization. Industry and functional experience includes Healthcare, Manufacturing, Financial Services, Customer Service Contact Centers, Sales, Data Warehouse, CRM, Knowledge Management & Training.
Business and IT Alignment: Program Management/Application Development
Release Manager for 2 releases of a mainframe elimination project, converting all applications to Client server .NET. Using Agile and Rational development principals, responsible for Design, Development, Unit Testing, UAT, JIT, the move to Production, Training, and ongoing support.
Worked for Business units to implement a robust “Best of Class” Resiliency program throughout the Enterprise. Built consensus with Business Units to develop recovery requirements and then facilitated the development of the necessary recovery plans.
Partnered with Senior Business and IT leadership to develop strategy for the implementation of a multiyear $10 million Data Warehouse project
Data Warehouse application development allowed for the migration from a legacy enterprise systems environment to a new robust Data Warehouse
Implemented a Testing Strategy that increased speed to resolution of issues for a Data Warehouse project
As Contact Center Program Manager saved over $11 million through planning and project management.
Worked with Business as well as IT senior management to develop a combined business unit and Enterprise solution to begin migrating from core mainframe applications.
Implemented a single global instance of Cisco ICM and IPCC.
Designed and implemented a single process and tool for all agents to document customer interactions.
Managed two products with over $7.5 million in combined revenue.
Using strong interviewing techniques, hired an exceptional team to operationalize a new program.
Developed and delivered training on process management, mapping, and improvement, using Unified Modeling Language and Use Case Analysis, to provide a common methodology and language for staff.
Developed CQI skills allow me to facilitate process definition and modification meetings.
Successful process mapping facilitated process re-engineering and automation.
Developed “Best of Class” Financial Modeling for a CRM program, permitting the authorization to proceed with an $8 million project.
Facilitated analytical and financial modeling for vender selection and initiation of a $3 million data and telephony project.
Developed a financial model that identified program enhancement and marketing opportunities
Managed expenses to at least 10% under budget every year.
Strong interdepartmental communication facilitated successes as Project Manager for CRM, Sales force automation, Customer Service marketing web site initiatives.
Acknowledged communication and facilitation abilities allowed me to build consensus among senior management on several initiatives.
Participated as a leader in a national forum of HMO’s on product development and hosted a national conference in Minnesota.
Integrated new products into an existing brand management campaign to enhance and support the campaign.
United Health Group, Innovation Lab; 1/07 - Present
Working with a team to develop a more robust Consumer Experience through all communication channels, Web, Portal, Letters & Contact Centers
Delivery Manager, Business Resiliency Management Lead the Business engagement for a new program, Business Resiliency Management. Developed and implemented recommendations and strategies to reduce identified gaps between defined business recovery objectives and IT and Business delivery capabilities. Built consensus among key stakeholders in business and IT, related to business continuity and systems availability strategy. Developed scorecards that established measurement and accountability for individual Business units. The scope of the project included Business Continuity, Workspace Recovery, Crisis Management, and IT, Application and Infrastructure recovery Plans.
The Schwan Food Company; 12/04 – 11/05
Senior Project Manager
Release Manager converting applications from an Enterprise Mainframe to .NET. Managed and coached a team in the US (30 FTES) and India (80 FTES), designing, developing, testing and training custom Client Server applications to replace the legacy mainframe. This $12 million project consisted of four separate releases over 2 years. Provided analysis and recommendations prioritizing change requests system enhancements and resources to optimize the project schedule. Managed the project plan and made schedule modifications as needed. Applications converted included, Payroll, Commissions, General Ledger, Accounts Receivable, Banking, and employee recognition programs. I was the third Project Manager in 2 years; I successfully led the recovery & implementation of the plan.
Thrivent Financial Services for Lutherans; 6/04 – 10/04
Managed the day-to-day operations of two releases of the Data Warehouse build, Responsible for report development, testing and ETL. Implemented a new testing strategy that allowed for rapid resolution of issues. Project Manager for planned future releases responsible for budget, schedule, plan and program artifacts creation and maintenance. I represented the EPMO in Thrivent’s leadership “Triad”, consisting of senior leaders from the Business, IT and EPMO. The Triad team was responsible for project strategy and assuring business alignment with the Data Warehouse deliverables.
Ingenix; 1/04 – 4/04
Program Manager for a Data Warehouse software development project. I provided leadership delivering business process review and documentation, application development management, Project Management improvement and Project Management coaching. This project created 28 complex interactive web-accessed reports and populated two new Data Warehouse dimensions.
Blue Cross Blue Shield MN; 2003
Program manager for a Provider Network Data Strategy, structuring a multifaceted project from analysis and design stage to completion of tool selection. By developing a collaboration of senior Business and IT staff, we developed a program consisting of six significant subprojects. This project structure aligned previously diverse Business and IT departments to form a mutual strategy for replacing two core legacy mainframe systems. Two previous attempts over three years had failed to get momentum and closure on this project.
ADC, The Broadband Company; 2000 – 2002
Senior Manager, Global Customer Service; Application Functional Support, Knowledge Management, Employee Training, Quality & EDI
Responsible for the implementation of CRM systems for the Contact Centers. Oversaw all agent application development and enhancement. Accountable for facilitating strategy and prioritizing strategic IT programs for Customer Service. Directed Marketing and Sales and Customer Service business teams that interfaced with IT. Implemented common processes and tools for project management using Project Management Institute principles and Rational Systems development tools.
University of Minnesota, Carlson School of Management; 1999 - 2000
Executive Development Center (EDC)
Associate Director, Customized Training Programs
Responsible for the sales, marketing, and operations of EDC custom programs and services. Implemented new operating systems that reduced overhead and increased program quality. Duties included direct sales and relationships management for Fortune 100 companies.
Allina Health System; 1996 – 1999
Director, Integrated Workers’ Compensation and Occupational Medicine
Responsible for program development and management for two products, each in separate divisions of the Company, each product had approximately $3.75 million in revenue. Performed functions of financial projections, budgeting, sales presentations, customer service, account management, contract negotiations, and regulatory compliance.
Liberty Mutual; 1996
Manager of Vendor and MCO Relations
National Relationship Manager for vendors of Certified Managed Care Workers’ compensation programs.
HealthPartners; 1993 - 1995
Manager, Projects and Programs
Primary accountability for the development, project management and operations of the integrated workers’ compensation product.
Business Health Care Action Group (BHCAG); 1992 - 1993
Project Manager (One-year consulting engagement)
Actively represented BHCAG Steering Committee on eight subcommittees leading each committee to conclusion. Participated on ICSI Medical Guidelines and Automated Medical Record committees.
Wells Fargo; 1989 - 1991
Manager, Personal Tax & Planning
Designed and implemented the financial planning product and delivery method for Norwest. Piloted an individual tax department, which in the first year completed over 200 tax returns, utilizing 6 tax preparers. Achieved revenues 20% over budget. Increased client retention by 8% through excellent client relationships and quality services. Reduced operating expenses 15% through detailed cost control and budget management.
PlanNow Personal Financial Planning; 1989 - 1988
Started a fee-only financial planning practice. The successful design and implementation of this system can be attested to by Norwest Bank's institution of it as the core of their financial planning product.
Schweitzer Rubin Gottlieb & Karon; 1986-1987
Personal Financial Planning Coordinator: Instituted a new fee-only personal financial planning department.
Dain Bosworth; 1983-1984
Institutional Fixed Income Sales: Developed new product for municipal investors.
American Express Financial Services; 1981-1983
Achieved the top 10% of the sales force
Minnesota Executive Program (MEP), 2003, from University of Minnesota Carlson School of Business, Executive Development Center in Minneapolis, MN
Masters of Business Administration, 1986, from Emory University in Atlanta, GA. Concentration in Accounting.
Bachelor of Arts, 1981, from Macalester College in St. Paul, MN. Major in Political Science. Minors in Economics & Business, History.
Mini Masters in Software Design and Development, 2002, from St. Thomas University in Minneapolis
Mini Masters in e-Commerce, 2002, from St. Thomas University in Minneapolis
e-Business Strategy, 2002, University of Minnesota Carlson School of Business, Executive Development Center, U of MN
Object oriented Design, Development and Use Case Analysis, 2002, Rational Systems.
Requirements Management with Use Cases and Object-Oriented Analysis and Design Using the Unified Modeling Language™, 2002, Rational Systems.