Objective

A client consulting and partnership role for an emerging, dynamic business that
seeks deep experience and proven results in business assessment and consultation
, project and program management, revenue enhancement and risk and cost reductio
n.
Profile
* Highly successful team builder with over 13 years of professional management e
xperience.
* Detailed problem solver with the ability to direct complex projects through al
l stages of the project life cycle; from concept to deployment.
* Strong leader with the proven ability to collaborate effectively across all or
ganizational levels in a complex, cross-functional environment.
* Goal-oriented individual and regular recipient of highest possible performance
review ratings and executive incentive compensation.

Professional Summary
Increasing Revenue
* Improving profitability by creating and implementing standard product packages
across book of business.
* Increasing sales productivity by reducing sales cycle time.
* Increasing client retention by analyzing client satisfaction surveys and creat
ing action plans to improve quality.
* Optimizing service model through business and client trend analysis.
Reducing Risk and Cost
* Raising employee metrics while maintaining client satisfaction by identifying
and implementing opportunities for automation and streamlined roles and responsi
bilities.
* Reducing future headcount growth by designing and delivering cost effective cl
ient self-service options.
* Developing and implementing policies and procedures to ensure compliance with
legal and regulatory requirements.
* Deploying streamlined and standardized processes which minimize touch points a
nd maximize throughput.
Effective Project and Program Management
* Managing multiple projects with cross-functional workstreams within Portfolio
and Project Management (PPM) methodology.
* Leading technology development, enhancement, support and delivery of multi sys
tems platforms; from requirements to deployment.
* Conducting cross-organizational impact assessments on continually changing cli
ent products and services.
* Developing and delivering cross-functional training and communication plans.

Education and Certifications

B.A., Business Administration - Finance, University of Texas at Arlington. Arlin
gton, TX
Six Sigma Yellow Belt

Employment History
Lead Benefits Consultant, AT&T. Dallas, TX. January 2009 - June 2010
Directly responsible for AT&T Group Health Plan HIPAA Program including internal
and Business Associate compliance. Represent AT&T Benefits in HR/IT steering co
mmittee to drive collaboration and consistency in HR infrastructure budgeting an
d IT development. Manage accountability for AT&T Benefit plan compliance with re
gards to records, plans and vendor contracts. Responsible for identifying and dr
iving process and platform changes to gain cross functional efficiencies. Act as
Benefits point of contact for Business Contingency planning and Compliance Trai
ning requirements. Selected accomplishments include:
* Development and delivery of a new Benefit document repository which houses ele
ctronic images of archived legacy documents for centralized control and greater
access.
* Rewrite and deployment of the AT&T HIPAA Program Policies and Procedures, Busi
ness Associate Agreements, Training and program infrastructure.
* Redesigned document request process including work realignment, centralized co
ntrol points and single point of tracking and reporting.
Director - Client Service Consulting, Fidelity Investments. 2005 - 2008
Responsible for designing, staffing and managing new PMO Deployment Office. Drov
e end to end program management to deliver and deploy new and enhanced service o
fferings, technology and regulatory changes. Managed and guided project managers
responsible for both program and project management. Selected accomplishments i
ncluded:
* Managed project to transition from custom to standard mutual fund lineups for
new clients, increasing percentage of sales with standard lineups from 30% to 70
% and reducing sales duration by 10 days.
* Owned platform management of the client self-service KnowledgeBase Tool and in
formation management system, reducing rep-assisted calls by 2000 per month, the
equivalent of 2 FTEs.
* Responsible for driving campaigns for client engagement to meet business goals
, including transitioning clients from paper-based to automated enrollment progr
am, increasing adoption by 40% over two years.
* Established goals and measurement programs for Small Business Retirement Unit
through annual business planning process.
* Based on "voice of customer" surveys, contributed product strategy to the new
document design for 401k product.
Director - New Client Implementation, Fidelity Investments. 2001 - 2005
Managed Plan Document Consultants, Senior Project Managers and Implementation Co
ordinators responsible for the facilitation of new client transition from Sales
to Implementation. Selected accomplishments included:
* Oversaw transition from direct one-on-one new client training to classroom "We
bcast" format, reducing time in implementation from 38 to 28 days.
* Oversaw the new 401k design process with Internal Compliance.
Team Manager - Participant Services Group, Fidelity Investments. 2000 - 2001
* Managed phone representative's incoming calls and on phone statistics.
* Direct site wide and nationwide projects and initiatives.
* Coordinated phone center site move.
Customer Service Rep / Senior Customer Service Rep, Fidelity Investments. 1996 -
2000
* Facilitated participant service calls.
* Monitored and coached team members.