Patricia C. Hope
2463 Vale Way
Erie, CO 80516
Hope.Tricia[at]gmail.com 720-524-6843
SUMMARY
Business professional with a noteworthy career specializing in leadership, client relationship management, transition management, problem resolution and business controls. Proficient in managing critical situations with financial impacts, analysis trending, contract management, procedural auditability and teamwork.
TECHNICAL SKILLS
Microsoft Office, Lotus SmartSuite, Lotus Notes, Excel, Power Point, FieldScape
PROFESSIONAL EXPERIENCE
LPS August 2009 to February 2010
Westminster, CO
Assistant Supervisor
*Supervised team responsible for managing REO properties for Carrington, Washington Mutual, HomeEq and Chase Banks.
*Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
*Implement corporate and departmental policies, procedures, and service standards in conjunction with management.
*Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
*Train and instruct employees in job duties and company policies or arrange for training to be provided.
*Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
*Recruit, interview, and select employees.
*Interpret and communicate work procedures and company policies to staff.
*Compute figures such as monthly commissions.
IBM October 2004 to June 2009
Service Delivery Manager
*Managed change and problem process by reviewing risks and evaluating impact of changes.
*Created contractual Documents of Understanding.
*Conducted Root Cause Analysis to determine why Service Level agreements were missed.
*Focal point for gathering server info information and funneling resolution to executives.
*Monitored server performance and performs data analysis.
*Lead critical situation conference calls regarding high financial impact problems.
Contractor Manager November 2001 to October 2004
*Managed and tracked over 110 Contractor Purchase Orders, Invoice Notifications and timecards for billing accuracy and auditability.
*Assessed contractor rates and implemented a cost reduction plan resulting in savings in excess of $700,000 in the first year.
*Completed in excess of 70 internal and external contractor audits with 98% accuracy.
*Developed an employee time reporting database allowing employee online reporting of time worked.
*Prepared formal reports containing findings, analyses, and evaluations of facts, and made recommendations as to advisable changes in procedures, methods, or organization.
Relationship Manager October 2000 to November 2001
*Performed workload analyses and capacity planning and formulated, planned, and executed strategies aimed at providing world class service at competitive rates.
*Managed labor and non-labor costs.
--Created codes and monitored time reporting data to ensure cost management processes were followed properly.
--Worked closely with the helpdesk engagement manager to develop helpdesk costs strategies and call flow.
--Managed costs associated with offerings and reported to investors/Global Offering Managers weekly.
--Negotiated contracts with software and procurement companies including preparation of bids.
--Analyzed monthly cost and performance reports and prepared plans for economic, effective, and efficient operations and reported same for management review. Gathered monthly data i.e.; overtime, utilization and staffing measurements and reported same for management review.
Business Manager January 1999 to October 2000
*Developed and implemented metrics designed to monitor contractor performance and ensure contractor billings were current and accurate and funds were billed to the correct accounts.
*Conducted studies related to manpower, facilities, capabilities, management improvement, productivity, and contractor workflows; Recommendations to management resulted in a 10% cost reduction.
*Interviewed, trained and mentored new hires.
*Compiled data and accompanying analyses related to forecasting trends, resource requirements, and workload distribution.
*Performed Root Cause Analysis to determine why problems exist and made recommendations to senior management for change.
*ISO 9000 Lead for Business Management Services.
Senior Procedural Analyst December 1996 to January 1999
*Trained employees worldwide in Lotus Notes mail, calendar and database functionality.
*Performed problem determination for Windows95 and OS2 platforms and made recommendations to managers on appropriate actions.
* As the Customer Satisfaction focal point for the Southeast Region provided consultation services to customers on policy interpretation and execution.
*Account Representative responsible for escalations to senior management regarding contractor performance.
- Evaluated and interpreted operational guidance and initiated action to update policies and procedures and communicated same for consultant review and action.
EDS
Supervisor
Mechanicsburg, Pennsylvania March 1993 to December 1996
*Supervised, trained and coached inbound customer service representatives to meet and/or exceed account objectives for Time Warner Satellite.
*Established and led new AT&T Consumer Customer Service inbound project.
*Reviewed technician work to determine accuracy and assure quality through call monitoring and training.
*Provided consultation services to customers on policy interpretation and execution.
EDUCATION/AFFILIATIONS
Bachelor of Science, Business Management
Marywood University, Dunmore, PA
Education and Personal Development
Leadership Training
Employment in Action
Project Management Fundamentals
MS Excel 2000 Fundamentals and Intermediate
Project Management Certification Course 2009
Member of the IBM mentor program.
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