Multi-talented Program Manager consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Work History
Program Manager , 03/2017 - 07/2020 Ul – Royal Oak, MI,
Maintained tight production timetables and quality standards to give audiences exceptional offerings
Met with project stakeholders on regular basis to assess progress and make adjustments
Managed Service Now Ticket backlog to reduce volume from 90 days or older down to 1 week or less
Interacted with customers and clients to identify business needs and requirements
Managed Covid Response Line Scheduling for 40 nurses, weekly, 12 hour shifts
Created policies and workflows around Data Governance within Analytics
Ensured that design, operation and IT systems complied with applicable regulations
Implemented and led meetings, opening up dialog with area managers to discuss projects and tickets
Created and presented data using MS Excel spreadsheets and other MS Office tools
Defined and managed feedback loop, integrating customer complaints and suggestions into future programmatic changes
Provided consultancy to Quality department, serving as primary liaison between it and Analytics department
Collaborated with Senior leaders to define legal and operational parameters
Provided ongoing direction and leadership for program operations
Maintained and updated all project related documents
IS Team Lead/Project Manager, 09/2004 - 03/2017 Northwestern Medicine – City, STATE,
Developed numerous executive presentations and reports to facilitate project evaluation and process improvement
Managed all phases of regulatory projects from procurement to commission resulting in 8 years of successful submissions
Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints
Developed and initiated projects, including managing costs, schedule and performance
Coordinated and prioritized required training courses physicians, nurses and patient service reps
Assessed skill gaps for employees in clinical departments and developed training courses to meet identified needs
Reviewed and edited all training materials for accuracy and company policy compliance
Directed field training to enhance participants' skills
Corporate Travel Quality Control Manager, 06/2000 - 03/2004 American Express – City, STATE,
Corporate agent assisting with Fortune 500 businesses travels plans
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
Drove operational improvements which resulted in savings and improved profit margins
Member of Employee Satisfaction Team
Site Manager/Lead Travel Counselor, 08/1995 - 06/2000 American Express/Disney Travel – City, STATE,
Monitored, coached and supervised team of 10 employees
Oversaw employee attendance record, interviewed, hired and trained new workers
Developed training manual and on-the-job training programs
Provided general office administration, including correspondence, filing and spreadsheet development
Resolved issues between employees and customers using company policies
Created weekly and monthly reports and presentations for management team
Quality Control and Ticketing
Disney Trained in Customer Service
Skills
Proficiency in Office programs
Knowledge of Service Now
Organized managerial style
Project and Program Management
Program leadership
Program management expertise
Program implementation
Analytics program experience
Knowledge of Epic Systems
Managerial experience
Work Process Optimization
Problem resolution
Conceptual thinking
Employee evaluations
Presentation and facilitation
Online conferencing
Customer Focused
Agile methodologies
Business Relationship Management
Process Development
Infrastructure solutions
Communications
Business operations
Customer service
Quality assurance
Team management
Key performance indicators
Data collection and analysis
Training program creation
Education
Certificate : Travel And Tourism, Expected in - College of Dupage - Glen Ellyn, IL, GPA:
: , Expected in - American Express - Rolling Meadows, IL, GPA:
Walt Disney Company Customer Service Training - Orlando, FL
Conflict Management - Rolling Meadows, IL
Art of Supervision - Los Angeles, CA
Moving Into Leadership Effectiveness - Chicago, IL
: , Expected in - Northwestern Medicine - Chicago, IL, GPA:
Leading Your Business with Excellence Certificate - Chicago, IL
Leading Others with Excellence Certificate - Chicago, IL
Project Performance Essentials Professional Development Certificate - Chicago, IL
Teamwork Performance Essentials Professional Development Certificate - Chicago, IL
New Leader Orientation Certificate - Chicago, IL
EpicCare Ambulatory Certification
Affiliations
Executive Board Member of the Auxiliary of Northwestern Medicine
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