SUMMARY

Project Management professional with strong communication and facilitation experience seeking to move in to the healthcare industry. Strengths include strategic planning, project management, training and facilitation skills, attention to detail, exceptional communicator with well developed presentation skills and excellent interpersonal communication, both written and verbal. Recognized for strong dedication to service, commitment to people and building relationships with employees, internal clients, and external clients. Experience in client development and retention as well as employee development and retention. Ability to successfully balance a variety of tasks and work in a team environment, while being able to foster positive and productive relationships with peers, direct reports, clients and senior management.

EXPERIENCE

Confidential

Implementation Manager

• Manage client product projects from project inception to launch of travel insurance, event ticket protection, and registration protection products on client websites i.e. airlines, online travel engines, event ticket sellers, etc.
• Serve as project manager for client launches ensuring the project remains on target includes coordination of communication for all parties involved internal partners, external partners clients , and third party partners
• Facilitate and lead project meetings Track, monitor and report weekly on project statuses
• Identify resources needed during product and client projects and assign accordingly
• Preparation of project methodology and enforce project standards with the project team internal partners and external partners/clients
• Managing from seven up to 15 client projects simultaneously each project duration spanning 2 weeks up to 60 days depending on project complexity and client timelines
• Supervise and manage team of 2-3 Implementation Specialists as they assist in projects and during completion of smaller ad hoc requests involving product and partner tasks/changes manage workload of junior resources ensuring job proficiency
• Coaching and career development of direct reports Development of career goals by evaluating and monitoring individual staff performance and giving appropriate feedback
• Identification of training needs for both junior resources and the Implementation department as a whole
• Ensure accuracy of project documentation in order to pass both corporate, industry, and headquarter level audits includes project requirements, partner impact analyses, project plans, product summaries, client facing language database, project databases, etc.
• Create, maintain and update project templates and standards for documentation
• Track and document lessons learned during project lifecycle Lessons learned and best practices shared with project team members and department team members at project conclusion

Confidential

Senior Implementation Specialist

• Coordinated and/or served as project lead for various online and airline product implementations managing projects from end-to-end
• Provided support and guidance to clients airlines, online travel agencies, event ticket sellers, and traditional travel agencies during product launches involving multiple departments and business units across multiple lines of business
• Communicated effectively to identify needs of both internal and external partners proactively evaluated alternative business, product, and project solutions consistently
• Facilitated and coordinated client, internal, and product/price testing of online systems with each implementation included analyzing test results, reporting results, and requests for retesting and modifications
• Developed training and process improvement documents for international point of sale launches/implementations
• Managed projects within company and client deadlines while ensuring a positive client experience included maintenance and updates to project related documentation in order to track, monitor and report on project status

Confidential

Sales Training Development Supervisor/Facilitator

• Facilitated, planned, and delivered mandatory sales and new hire training courses via monthly and bi-monthly two-week long Sales Training workshops mandatory for all sales account managers and account executives
• Coordinated travel, lodging, catering for the sales new hire training courses two weeks in duration for each course completed for 24 participants each class with a total of 375 400 account managers/account executives across the US and Canada
• Developed, co-authored, and facilitated industry specific training to various business units within UPS enterprise for cross-selling roles
• Composed and restructured the new-hire sales training course two-week course for Account Executives, Account Managers, and Inside Sales included company, industry, sales, product services, and sales negotiation training
• Authored training material used for the new and existing product/service courses and other written manuals materials included participant guides, training manuals workbooks, course guides, learning activities, job aides, and presentations
• Developed and facilitated continuous sales training materials and workshops to existing account managers/account executives meeting the needs of various business units/departments as new products and/or sales processes were developed
• Administered and managed training assessments for sales force of 450-500 account managers testing product and service knowledge, product and service updates and initiatives includes student set-up and course assignments, generating score reports by region, enforcing timelines, communicating instructions for the on-line portal Learning Management System , and authoring/editing reference materials and assessments
• Attained certification in Targeted Selection a Behavioral Interviewing technique Training Facilitation through Development Dimensional International facilitated 2.5-day workshops to managers and directors in sales and marketing hiring roles
• Researched and analyzed sales and marketing training options related to the industry also researched training received by sales teams of major competitors in order to provide continuous training enhancements and improvement
• Supervised new account managers/account executives in their training and assessment progression during first three months form hire date one-on-one teaching sessions, performance reviews included
• Attended quarterly and annual sales and marketing meetings regional and national , monthly account manager/account executive sales ride-along calls observation coaching calls in order to identify focus areas for continuous training topics and enhancements

Coordinator

Confidential

• Facilitated new hire employment training and trained new Inside Sales Account Managers on industry basics, products and services offered by UPS Freight, and systems used by UPS Freight
• Analyzed sales lead from company web site and forwarded leads to the correct level within the sales force
• Supervised Account Managers in initial contact of national marketing association business and directed teams of Account Managers in their regular customer contact within these corporate associations
• Delivered and facilitated completion of required new hire paperwork for all new employees within Inside Sales
• Corresponded with Human Resources with protocol and paperwork of new hires, transfers, terminations, and resignations

Senior Account Manager

Confidential

• Prospected and increased customer account base as well as revenue sales for territory managed Philadelphia Harrisburg, PA
• Managed account base of 550-575 corporate customers provided business solutions and daily problem resolution
• Researched and authored sales communications to new and existing corporate accounts
• Calculated and analyzed pricing provisions and costing national and international agreements and contracts
• Corresponded business communication to entire customer base regarding product/service changes, upgrades, and reminders of business solutions

Confidential

• Calculated rates for customers utilizing contract rates outside the UPS standard base rates
• Analyzed corporate contracts, government contracts, and other specialized rates/charges
• Corporate Customer Service Associate
• Communicated detailed information, presentations, and resolutions to corporate customers in regards to customer accounts, freight bills, service issues, quotes, tracking, and web site and industry education
• Expressed problems and resolutions in written and verbally as a liaison between the customer and the service provider including dispatchers, drivers, and management

Confidential

School-Age Site Director

• Oversaw new outreach site/location and enabled it to become a permanent YMCA after-school site
• Planned, created, and executed daily character-development and multicultural activities and curriculum
• Supervised daily roles and activities of staff/counselors working with students in the program
• Composed monthly newsletter for parents and YMCA staff updating on events and curriculum of the program

ADDITIONAL EXPERIENCE

Confidential

• UPS Women's Leadership Development Regional Co-Chair Confidential
• Established and coordinated regional events that focused on the mission of WLD helping women at UPS build business, community, and personal connections and development in hopes of retaining women at supervisor and manager levels
• Managed volunteer/service committee and all local and regional events included volunteer recruitment and training as required
• Provide support and guidance to Community Connections sub-committee and WLD overall as co-chair to ensure effectiveness of volunteer/service events and opportunities
• Developed events that aligned with the existing and developing corporate initiatives for community service and development
• Maintained SharePoint website for the organization included database of volunteers and community service hours, online calendar, meeting minutes, event progress notes, and post event reviews/write-ups
• Authored and edited quarterly newsletter reporting all activities of WLD Business, Community, and Networking Connections

Web Writer/Reporter

Confidential

• Reported and communicated strategies, initiatives, and successes of the sales force for internal UPS web site employee information site
• Edited articles under supervision and mentorship of Director of Communications

Confidential

Assistant Business Manager

Contract/Booking Manager

• Negotiated and composed client contracts for current and prospective clients for all performances, lectures, workshops, etc.
• Researched grant and fundraising opportunities for non-profit organization
• Communicated events to the dancers and drummers as performances, lectures, workshops are contracted with clients
• Advertises company sponsored events via networking, public service announcements, and marketing brochures

Confidetnial

Volunteer Committee Member

WLI Program Ambassador

• Coordinated and volunteered in events in support of Smart Beginnings Greater Richmond in support of the region's initiative to achieve school readiness for all children
• Served and relayed the goals of the Women's Leadership Initiative to current and prospective supporters of the United Way with the purpose of uniting women to prepare today's children to be tomorrow's leaders through giving, volunteering, and advocacy

COMPUTER SKILLS

Microsoft Office Suite Word, Excel, Access, PowerPoint, Microsoft Project Oracle PeopleSoft SharePoint Dreamweaver SnagIt screen capture software Learning Management Systems, CMS applications