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IT

Resume for Teresa Allen

Teresa Allen

 

 

337 Acton Road   Chelmsford, MA 01824 

Home 978 250 1188

Cell  978 483 7670

tchehna@gmail.com

 

 

 

Professional Summary

 

Talented IT professional accustomed to managing multiple projects and priorities in fast-paced environments.  Extensive experience also includes supporting network infrastructure for multi-user and remote environments. Adept at communicating with key stakeholders in assessing project needs.

 

Skills Profile

 

  • Data management                         
  • Project management                                            
  • Process implementation
  • Technical specifications creation
  • Requirements
    gathering
  • Service-oriented architecture
  • Collaboration tools
  • Website
    maintenance
  • Website and portal monitoring
  • Data analysis, backup and retrieval
  • QA
    tools
  • Self-motivated                                  
  • Strong verbal communication
  • Analytical and critical thinker
  • Fast learning team player
  • Excellent problem-solving abilities
  • Excellent diagnostic skills

 

 

Employment History

 

Branch Operations Manager, Signature Consultants

 

 

Woburn, MA

  • Partner with NEPC leadership and the Operations and Services team to perform activities that will improve business operation performance and increase the level of support for clients.
  • Manage all phases of Branch Operations including Contractual Compliance, Ops Training, Expense Control/Monitoring, P&L Review/Analysis and Office Administrator Management. 
  • Provide business development support; process improvement; office support operations and overall financial efficiency of the office
  • Responsible for review of all compliance and compliance related items for key National Accounts to ensure maximum awareness around Client KPI’s and performance expectations.
  • Document all on-boarding errors, compliance items, lack of responsiveness and escalate issues to proper business unit and National Accounts leadership. 
  • Complete compliance audits.
  • Send, track, and report exit survey results.
  • Establish and manage budget for Compliance & Operations team within expected guidelines. 
  • Meet 100% of quarterly business objectives.
  • Manage and supervise NEPC Office administrators.
  • Organize and oversee recruiting metrics and applicant tracking
  • Supervise ad hoc audits with Services Payroll and Billing team as needed
  • Resolve all escalated timekeeping, payroll, and billing issues.
  • Act as a key liaison between Business Unit Leadership and Key Accounts.
  • Work directly with Business Unit Leaders to ensure effective management of time sensitive deadlines.
  • Collaborate with NEPC leadership to establish management process and documentation guidelines around tracking of key goals, compensation, and financial plans.
  • Track and highlight key metrics such as fundamental trends & performance, financial trends & performance, key goals and initiatives with progress or status indicators, ownership of initiatives, and client scorecards.
  • Facilitate all regularly scheduled NEPC and BU meetings.
  • Document and post meeting discussion notes on designated drives or SharePoint server.

Sept 2014 – Jan 2015

 

IT Business Analyst, Worldwide Tech Services

 

 

Tewksbury, MA

  • Clarified client requirements, business needs and project objectives via feedback sessions and client meetings, in collaboration with all stakeholders.
  • Conducted business analysis, project assessment and feasibility determination.
  • Collaborated with Sales and Client Management teams, external clients, as well as Information Technology professionals to facilitate communication for successful project launches.
  • Developed project plan and training documentation to support new and established applications.
  • Led initiative to develop and maintain iCims Application (Talent Acquisition Management) for Human Resources Translated system architecture
  • Collaborated with Developers and Client Management to drive successful completion of EDI interfaces between client application and in-house ticketing system.   Assisted in implementing and testing newly created interfaces.
  • Established compatibility with third party software products by developing program for modification and integration.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Managed creative projects from conception to completion while managing outside vendors.
  • Collaborated with the sales, marketing and support teams to launch products on time and within budget.
  • Coached and mentored additional staff members globally on internal application systems.
  • Provided base level IT support to non-technical personnel on a global scale within the business.
  • Managed call flow and responded to technical support needs of internal customers.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Followed up with clients to ensure optimal customer satisfaction.

Jan 2010 – Sept 2014

 

Territory Supervisor, Worldwide Tech Services

 

Tewksbury, MA

  • Assisted with the corporate transition from 1 organization into 2 separate service delivery models, based on a variable workforce.
  • Managed a team of 2 local employees, and more than 275 remote technicians (including sub-contractors) to provide exceptional customer service and response time.
  • Analyzed customer requirements and service performance reports to better determine staffing needs and organizational structure.
  • Helped to identify potential Vendors to provide service to end-users.
  • Worked with Vendors, Customers, Field Technicians and internal Management to resolve escalations and issues.
  • Reconciliation of more than $100,000 in logistical assets quarterly.
  • Created MS PowerPoint and MS Excel reports on productivity, service level improvements, and various other data for presentation to senior managers Increased the effectiveness of department training, policies, and procedures through continued evaluation and updates.
  • Created written work instructions for job functions.
  • Ability to react and adapt quickly to change to meet customer needs.
  • Maintained and managed Regional payroll, vacation and requested time off schedules as well as individual training requirements.
  • Responsible for maintaining a working relationship with several Key support staff of various high profile companies.
  • Actively acted as a “backup” for the District Manager

May 2004 – Jan 2010

 

Client Services Representative Supervisor, Connextions.net

 

Orlando, FL

  •  Supervised the Pinnacle Financial Corporation account while simultaneously worked as the Co-Supervisor of the Blue Cross Blue Shield of Florida account.
  • Requested by the Client to facilitate all training and implementation of the new program.
  • Created and implemented a program for Customer Service Representatives to follow up via an outbound campaign.
  • Assisted in the design of the "Preview Dialer" in order for the representatives to successfully penetrate each campaign.
  • Reconcile time and attendance records on a weekly basis.
  • Responsible for collecting daily data via the "access database" program previously designed specifically for the client.
  • Responsible for ensuring team success of metrics via outbound dialing while developing and introducing methods to ensure/improve team productivity.
  • Ensure high level of quality and customer support during calls through monitors and coaching.
  • Continually maintain working knowledge of all company products, features and services.
  • Train new employees and monitor knowledge of the product.
  • Coordinating and training of new business projects within the Blue Cross Blue Shield of Florida Team.
  • Ensure proactive Customer Support techniques are utilized by team with a high degree of courtesy and telephone etiquette, including during difficult situations and Customer escalations.
  • Performed analysis of daily/weekly Service Metric’s reports.

Oct 2003 – April 2004

 

General Manager, Outback Steakhouse

 

Methuen, MA

  • Worked as a General Manager, Office Manager, Classroom Instructor, Key Employee, Headwaiter, Floor Trainer, Server, Bar Staff, Administration and Food Preparation
  • Work with multiple teams of varied strengths in a large, public oriented provider in the food service industry.
  • Maintain and provide continued education to both Wait and Kitchen staff.
  • Managed all aspects of staffing including, but not limited to: Hiring, interviewing, conflict resolution, scheduling, salary administration, classroom training and monitoring continued level of service.
  • Fully versed in the Restaurant Management System (RMS) software that houses all employee data, menu and pricing information critical to a smooth daily operation.
  • Thorough understanding of requirements in food preparation meeting the specifications mandated by quality control regulations.

 

Dance Instructor, New England Civic Ballet                                                                             Sept 1998 – June 2000Methuen, MA

  • Taught three levels (Beginner, Intermediate and Advanced) Hip Hop classes

Zumba® Instructor,  Northeast Dance Center                                                                            Sept 2014 – PresentMethuen, MA

  • Taught Zumba® Fitness

EDUCATION SUMMARY

Licensed Zumba Instructor 2014

Bachelor of Science Degree in Diagnostic Medical Ultrasound Technology

Barry University, Miami FL 1993

 

ADDITIONAL SKILLS

Microsoft Outlook, Excel, WordPro, Power Point, Map Point and SharePoint. Fully versed in navigating the Internet. Versed in company specific Call Management tools. Knowledgeable of ADP Payroll, Pay Systems Payroll and PC Time clock pay systems. Experiences also in working on the Aspect phone system, Report Runner and Custom View Director as well as Access data based programs.

 

REFERENCES

Provided upon request

Jan 1996– Jan 2002