Director - Consulting Services
2007 - Present
2001 - Present
Summary of Responsibilities: Business Process Improvement, Business Analysis, Project Management, Requirements Analysis and Definition, IT Strategy, System Implementation, Risk Management, Vendor Management. Design, development and implementation of ASP web applications for decentralized company environments.
Fortune 100 Healthcare Provider, Blue Bell, PA
Analyzed client communication processes for the Pharmacy Benefit Management Business Unit using Six Sigma process improvement methodology resulting in optimized process performance and cost savings. Provided project leadership, mapped business processes, identified process deficiencies, and delivered a foundation for implementing process improvements and share knowledge across the organization on how the processes work.
Mid-sized Property and Casualty Insurance Company, Plymouth Meeting, PA
Led the reports and interfaces team for the implementation of the Genius property and casualty insurance system. Gathered business requirements, developed and implemented custom reports, configured the system to support and improve business rules and processes. Managed data conversion ensuring completion of project within budget and on time.
Fortune 100 Consumer & Specialty Pharmaceuticals Company, Fort Washington, PA
Documented key business processes for the CRM Business Unit using process design methodology and mapping techniques resulting in optimized processes and cost savings. Identified disconnects and gaps, suggested performance metrics, provided analysis that served as a foundation for designing process improvements and share knowledge across the organization on how the processes work.
National Customer Care Outsourced Solutions Provider, Horsham, PA
Assisted to solve the need for project management expertise including business requirements, package selection, RFP Process, solution definition, risk management, and vendor management processes for the implementation of enterprise-wide labor and time management system.
National Leader of Reprints in the Publishing Industry, Lancaster, PA
Provided a rapid process assessment. The focus was key business process areas of the sales and production processes, with the primary objective to provide a blue-print process map of how these operational processes should work. All customer channels and order fulfillment processes were analyzed to reveal disconnects and short-term areas for improvement and savings.
Created and implemented a usability strategy and testing plan for B2C e-commerce website. Collected and analyzed site effectiveness metrics to identify usability issues and recommend solutions to enhance user experience. Led user testing, analysis and provided recommendations to inform and prioritize the next release resulting in improved customer retention and online-sales.
IT Consulting Firm Applications
Developed web-based CRM and Business Development application to support and improve internal business processes leading to optimized process and sales efficiency. Managed the launch of the next-generation website with dynamic content and functionality for multi-tiered audience, or user groups including the public, clients, employees (both potential and existing) and administrators. Provided information architecture, interactive design, usability, programming and web project management on this internal initiative.
E-commerce Practice Development
Applied business process and usability expertise on multiple client projects in E-commerce practice. The common need shared by these clients was a holistic transformation of their first generation web sites and applications to better serve the target user audience and support internal processes. The services provided for these client included information architecture, user interface design, web programming, testing and implementation.
- Operating Systems: Windows 95/98/NT/2000/XP, AS/400, Unix, Linux
- Software Applications: Visio, SPSS (Statistics software), MS Project, Photoshop, Corel Draw, Macromedia Fireworks/Dreamweaver/Director, Visual InterDev, MS Office, etc.
- Methodologies/Tools: Process Modeling, Activity Diagrams, Six Sigma, Use Cases, UML, RUP, etc.
- Fluent in English and German, proficient in French