EXECUTIVE PROFILE Both PMP - and ITIL-certified a highly accomplished, Program/Project Management (PMO) professional with over 20 years progressively responsible client-facing service delivery, consulting experience, the past 10 on Medicare projects supporting the 1-800 Medicare enterprise SDLC and IT Service Delivery for the Centers for Medicare and Medicaid Services (CMS). A proven, motivated self-starter, with demonstrated Program and Project Management experience in the full lifecycle of programs-initiation, planning, execution, monitoring/controlling and closure-and all PMBOK Knowledge Areas have gained extensive experience in enterprise PMO, IT and Call Center Operations IT Enterprise Infrastructure IT Service Management (Issue, Problem and Change) SDLC Service Desks Business Process Engineering Systems Security Continuous Process Improvement Cycle, aligned with Quality initiatives, such as CMMI and ISO 9001: 2015. Additionally, have extensive and demonstrated experience in hiring, developing and leading highly productive, collaborative teams, both on-premises and remote, including third-party vendor management also, demonstrated expertise in training and performance management of resources, including defining SLAs and reporting on KPIs. Extensive experience in the health insurance industry have led multiple teams in claims processing and utilization review, with robust knowledge of insurance billing (HCFA 1500 UB-92) and coding (CPT-4, ICD 10), in addition to recipient eligibility third-party liability COB provider credentialing, Medicare and Medicaid operations. Proven experience in marketing and business development results-extensive proposal development and business capture activities in support of Business Development team a published writer and editor, have contributed to proposals that resulted in winning projects with total value of over $150 million. SKILL HIGHLIGHTS * Project/Program Management * PMBOK Knowledge Areas * Operations Management * IT Service Management * Healthcare IT Operations * Workforce Management: on-premises and remote * Risk Management * Government Consulting * Client Relations * Communications Management * Quality Assurance/ISO 9001: 2015 and CMMI * SDLC * Budgets, Invoicing and Financial Analysis * Cost Control * Proposal Development * Business Development and Capture * B2B Sales and Marketing * Performance Management * Human Resources Lifecycle * Recruitment, training, staff development * Service Desk Architecture and Operations * Call Center Operations and Architecture * IT Enterprise Architecture * Business Process Engineering * Continuous Process Improvement * System Security: FISMA * Third Party Vendor Management * Published Writer and Editor * MS Office Suite (Outlook, Word, Excel, PowerPoint, Project) * Visio * CRM tools (Remedy, Dynamics) * Medicare/Medicaid policy * Health insurance claims processing and operations CORE ACCOMPLISHMENTS * As Project Manager of NPI Enumerator, led team to ISO 9001: 2015 certification * As Operations Manager of VCS Service Desk, leadership resulted in team receiving highest possible contractor rating from government client: 5- Outstanding, for Quality of Service Cost Control and Business Relations * Team received five exceptional ratings on Contractor Performance Assessment report (CPAR): quality schedule cost control business relations personnel management. * As Operations Manager of 24X7 Service Desk providing technical support to 1-800 MEDICARE enterprise, stood-up ITIL - based, multi-tiered service framework at conclusion of initial 4-year contract, company was awarded unprecedented 9-year contract this award led directly to two additional contracts worth almost $150 million. * Workforce leadership resulted in 100% employee retention for 18 months, with concurrent 6% increase in billable hours year-over-year * Led team in achievement of application FISMA security compliance, which resulted in three-year ATO (Authority To Operate) * As Director of Call Center Operations, team received Customer Service Award from U.S. Department of Labor, Employment and Training Administration * As Area Manager for startup healthcare staffing firm, booked $300K orders during first year of operations. ACCOMPLISHMENTS * As Project Manager of NPI Enumerator, led team to ISO 9001: 2015 certification * As Operations Manager of VCS Service Desk, leadership resulted in team receiving highest possible contractor rating from government client: 5- Outstanding, for Quality of Service Cost Control and Business Relations * Team received five exceptional ratings on Contractor Performance Assessment report (CPAR): quality schedule cost control business relations personnel management. * As Operations Manager of 24X7 Service Desk providing technical support to 1-800 MEDICARE enterprise, stood-up ITIL - based, multi-tiered service framework at conclusion of initial 4-year contract, company was awarded unprecedented 9-year contract this award led directly to two additional contracts worth almost $150 million. * Workforce leadership resulted in 100% employee retention for 18 months, with concurrent 6% increase in billable hours year-over-year * Led team in achievement of application FISMA security compliance, which resulted in three-year ATO (Authority To Operate) * As Director of Call Center Operations, team received Customer Service Award from U.S. Department of Labor, Employment and Training Administration * As Area Manager for startup healthcare staffing firm, booked $300K orders during first year of operations.

Highlights:

• Management
• Coding
• Medicare
• Scheduling
• Support
• Call Center
• Health Insurance
• Insurance
• Insurance Claims
• Monitoring
• Program/Project Manager
• Program Manager
• Operations Manager