highly-motivated, solutions-focused management professional with progressive, diverse experience and the proven ability to conceptualize solutions to challenging situations and implement practical, cost-effective project plans; talented strategist, communicator, project leader and customer relationship manager

 

 

ø  team building & leadership

ø  requirements gathering & analysis

ø  problem analysis & resolution

ø  system upgrade implementations

ø  new application enhancements

ø  project management

ø  application support

ø  technical & end user documentation

ø  project teamwork & communication

ø  database administration

ø  client relationship management

ø  needs assessment & solutions

 

mcmc llc, wilton, ct                                                                                                    1996 c present

webopus project manager, 2006 c present                                                                                         

  oversee full-scope management responsibilities for ongoing enhancements projects and system upgrades for a robust, proprietary case management software application

  effectively communicate and interface with service and leasing clients to develop a thorough understanding of their system enhancement requirements

  successfully coordinate new client implementations, including ensuring the development team completes all requested enhancements, testing and validating completed software updates/enhancements, developing user training material and presenting user training

  increase customer satisfaction by providing exceptional application support to a broad base of end users, including internal mcmc staff and external leasing clients

  accurately manage database administration, generation of standard and ad hoc reports and execution of qa as required for specific functions and analysis

quality assurance analyst, 2000 c 2006

  played a solid role in enhancing customer satisfaction by performing quality assurance for various user groups, completing client specific data analysis projects, collaborating with webopus development team to complete system upgrade and enhancements projects, testing and validating completed software updates/enhancements, developing user training material, presenting user training, database administration and providing application support to a broad base of internal and external clients

injury care coordinator, 1996 c 2000

  provided exceptional customer service while responding to high-volume inbound calls for a 24/7 injury reporting call center

  supported assigned nurse case manager in the medical case management by maintaining ongoing direct telephone communication with injured workers

 

 

liberty travel, orange, ct                                                                                             1995 c 1996

operations supervisor                                                                                                                        

  effectively managed and prioritized workload while welcoming and referring customers to booking agents, responding to all incoming calls and requests, reconciling individual reservation files as well as general office and petty cash accounts, managing collections and ordering all office supplies

 

tread lightly travel, washington depot, ct                                                                 1994 c 1995

reservation / sales agent                                                                                                                   

  increased customer loyalty by providing exceptional customer service while organizing travel arrangements and reservations, including creating individualized independent tour itineraries

 

datahr rehabilitation institute, brookfield, ct                                                           1988 c 1994

assistant program manager, 1991 c 1994                                                                                            

  promoted service excellence while supervising group home staff

  enhanced quality of life and followed state compliance guidelines while assisting and training clients with traumatic head injuries in activities of daily living and independent living skills

  built strong business relationships and ensured client programs met their individual needs as an active member in interdepartmental team meetings

medical supervisor, 1989 c 1991

residential care worker, 1988 c 1989

 

 

connecticut academy of travel, 1994

certified travel agent

 

western connecticut state university, 1988

bachelor of arts degree c graphic design