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profile
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
areas of expertise
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
career track
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
academic credentials
connecticut academy of travel, 1994
certified travel agent
western connecticut state university, 1988
bachelor of arts degree c graphic design
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