Resume 8

To attain a position within a progressive company to

1. Utilize proven analytical, planning and leadership skills
2. Enable the business to Think Beyond the Norm resulting in improvements/efficiencies within its product /service lines
3. Improve both internal and external customer relationships.

Creative, analytical and results-oriented professional with 16 years experience involving operations management, system conversions, software development, process re-engineering, requirement analysis, project leadership, project management and customer relations.

Business Analyst/Team Lead H&R Block

• Successfully defined and integrated BA role within CRM Systems IT Department: created requirements documentation, completed workflow analysis, improved screen navigation, quality tested application, produced and presented training manuals. This included several Clarify applications, ClearSales, ClearSupport and the Clarify Beta release of i-Sales new Enterprise Java Architecture Product .
• Defined requirements and collaborated on the design for several CRM Systems interface projects including backend brokerage system, tax preparation systems and a third party literature vendor.
• Managed Support Desk ensuring prioritization and completion of incoming support requests.
• Initiated project involving CRM definition for enterprise business solutions across multiple business lines and the incorporation of sales process into the lead management system.
• Promoted to Team Lead for CRM Business Analyst Unit. Created and managed project plans, issue logs, scope management, resources management and scheduling.

• Responsible for the project management activities of a Java based consumer web application including web games, call center application, data warehousing, customer relationship management, account data management, and finance .
• As cross-functional project manager was responsible for project planning, project management methodology implementation, issue/risk tracking, scope and resource management through iterative Object Oriented Software Development Lifecycle. Assisted the client through Beta and Soft Launch releases to the public.
• Led several project teams whose efforts included integration with third party vendors providing call center, commerce and finance applications.
• Enlisted as internal operational and project manager for Engineering projects, System Admin. Team, Support staff and Sales Staff including related business process improvements.
• Business Analyst and Relationship Manager for a pilot recruitment/interview application.

• Facilitated JAD sessions, introduced use cases into application development methodology and created client approval process for project methodology. Aligned requirement documentation with use of UML for object oriented software development.
• Process innovations created in analysis phase projected to reduce operational costs by 11 million dollars the first year in a multi-vendor site telesales environment. Projected 75 reduction in support staff through elimination of redundant tasks, streamlined processes accompanied by designing smart GUI s with integration to multiple backend systems and various CTI platforms.
• Established as client/vendor liaison throughout plan, analyze and design phase. Published documentation including: project charter, project plan, risk assessment, high level business requirement, use cases detailed requirements , workflow diagrams, output requirements, and project issue log.
• Promoted to Team Lead. Responsibilities included interdivisional project planning, team development, resource allocation, user integration and implementation for a Java and Clarify thin-client.

• Facilitated Joint Application Development JAD s sessions with internal and external clients , DST Systems development team SmallTalk and Cobol Mainframe Technical staff to support conversion effort both from data and process perspectives. Created ensuing use cases, report requirements/templates, scope documents, issue tracking and project plans.
• Developed a multi-system conversion process that supported new conversion programs in concert with a multiphase application development project. Conducted conversion and usability testing. Managed staff of 12 across multiple business locations nationwide.
• Initiated and managed the design and implementation of VB application which integrated issue/ tracking and resolution, JAD resource scheduling, use case acceptance, scope management, SCR requests, client profiling and conversion scheduling.
• Project Manager for 3 concurrent teams representing application development for corporate reorganizations/mergers, employee stock purchase plans, and employee stock administration.
• Collaborated with Marketing in the creation of RFP responses and presented system demonstrations to potential clients.

• Successfully recovered Five- 5 million-dollars in a claim recovery initiative.
• Directed a Client Retention Team resolving 93 of identified client issues within a six- 6 month period.
• Retained 98 of departing clients with improvement plans.
• Organized client seminars involving focus groups and documented resulting strategies.
• Improved productivity by 65 via automated processes in stock distributions.
• Responsible for stock transfer conversion projects for clients totaling 2+ million shareholder accounts.

• Director of New System Conversions, February 1998 & March 2000
• Business Analyst/New System Development, August 1997 to February 1998
• Project Coordinator, May 1995 to October 1997
• Report Scheduler and Conversion Coordinator, September 1991 to May 1995
• Various Supervisory and Clerical positions 1986-1990

Operational Management, Project Management, Project/Team Lead, Business Analysis, Process Re-engineering, Troubleshooting , Facilitation, Use Cases, Scope Management, Project Methodology, Application Testing, Software Development, Client Management/Retention, Data Conversions, Data Mapping, Training, Support Desk

MS Project, MS Office, allCLEAR, StarTeam, ACT 2001, Clarify: ClearSales + iSales

Stock Transfer, Corporate Mergers, Employee Stock Purchase/Option Plans and Administration, IPO s, Proxy, Dividend Reinvestment, Mutual Funds, Reports Management, Sales Activities, Literature Fulfillment, Account Management, CRM, Telesales Call Center

Boston University 1999 Project Management Certificate 10 month Program University of Massachusetts, Boston 1987-1991
Concentration in Business Northeastern University, Boston 1986-1987,
Concentration in Business Boston College, Boston 1985-1986
Concentration in Management Continuing Education - Various Training Seminars for:

• Microsoft Suite,
• Effective Management,
• Team Leadership,
• Project Management,
• Negotiations,
• Conflict Resolution,
• Presentations