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Conventional Underwriter Resume
Ellen
US-Washington-Seattle
Vice President
I am a highly motivated technology leader seeking a position that will utilize my technical know how and my leadership skill. I am known as a "change agent" that can deliver software on time and with quality.
ELLEN K. KAISER
9308 46th Avenue South
Seattle, WA 98118
425-829-3981
kaiserellen@hotmail.com
____________________________________________________________________________
Senior IT executive with 20+ years’ expertise in:
Turnaround Management, Process Improvement, P & L, Budget Management, Retail Planning, Staff Management, Strategic Planning, Change Management, Vendor Relations, Technical Knowledge
Leading development of large-scale software solutions through extensive management expertise and strong technical knowledge, ensuring positive corporate growth and customer satisfaction.
_____________________________________________________________________________
HIGHLIGHT OF ACCOMPLISHMENTS
Division Management: Directed billing that generated $8.3B in annual revenue. Processed 20 million usage records per day and generated 500,000 bills per night. (Qwest/U S WEST)
Project Management: Led $17M project to replace DTMF Interactive Voice Response (IVR) with speech response IVR on account management. Ensured seamless transition for 27 million customers. (T-Mobile)
P & L: Reduced postage expenditure by millions of dollars by bringing 97% of residential bills to one ounce or less. Implemented change across 14 states in just ten months. (Qwest/U S WEST)
Process Improvement: Brought division from 23% to 94% projects delivered on time with quality in just four years. (T-Mobile)
Retail Planning: Implemented payment kiosks in busiest retail stores allowing customer self-directed on-site bill pay freeing 250 retail associates to achieve increased sales. (T-Mobile)
Technical Knowledge: Led $15M web development and web redesign for TMobile.com and MyTMobile.com (T-Mobile)
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EMPLOYMENT SUMMARY
T-Mobile USA
Bellevue, WA
2002 – 2007
Promoted through senior management positions for U.S. division of $84B international telecommunications provider Deutsche Telekom.
Vice-President,
Software Development 2004 – 2007
Lead software development for U.S. division with 27 million customers and 29,000 staff. Implement software solutions for billing and retail sales systems, activations, and points of sale. Direct software architecture. Manage $300M budget. Manage 200 staff and 200 contractors. Provide activation services for all corporate sales. Develop and maintain close vendor relations for hardware, software and staff augmentation. Directed an average of 135 ongoing, large-scale projects.
* Directed $19M project to implement new web-based point of sale system.
* Achieved significant 14% improvement in completed self-directed service calls by customers with implementation of new speech IVR system.
* Controlled billing release times and improved software development processes by implementing release bundling and implementations.
* Managed changes and installations for retail stores. Maintained strong ties to retail field.
* Improved competitiveness with other leading wireless providers with website redesign. Increased ecommerce participation from 5% to 17% in self-directed online sales and pre-sales activities.
Director,Software Development 2002 – 2004
Managed software development and implementation of retail sales systems for U.S. division with 10 million clients. Responsible for retail commissions and all statistical reporting systems, including point of sale, retail customer account management, and activations. Developed and maintained vendor relations for hardware, software and staff augmentation. Managed development team of 200.
* Implemented customer account management system in all major retail store locations, including Target and Wal-Mart. Allowed limited access to client data at point of sale.
* Achieved significant savings by decreasing dependency on contract employment firms and restaffing organization with full-time staff. Ensured continuity on projects and increased efficiency.
* Analyzed and met needs of retail sites through participatory design and documentation of requirements on functional and technical specifications.
* Developed strong knowledge of retail processes. Earned retail certification. Participated in quarterly store visits to observe retail systems and learn new products.
* Achieved significant improvement in software development and retail sales system implementation.
* Identified as one of the top ten leaders at T-Mobile Management Challenge. Determined solutions to increase wireless use and decrease use of land lines.
Qwest/U S WEST
1987 – 2002
Promoted through positions of increasing responsibility over career with
U S WEST and Qwest. Qwest, a $13B telecommunications carrier, acquired U S WEST in 2000.
Senior Director/Vice-President, Bellevue, WA
Billing Information Technology 1998 – 2002
Led billing information technology. Led 1000+ staff. Led software development for five independent billing systems for end users, resellers, and wholesalers. Provided bill inquiry capability for 10,000 corporate users and clients. Led effort to make all billing systems Y2K compliant.
* Led $348M contract negotiations to build a new billing system for U S WEST.
* Brought organization to Capability Maturity Model (CMM) level 2 in just one year.
* Delivered an average of 750,000 hours of system change annually.
* Won highest performance-based honor at US WEST, President’s Club, two consecutive years.
* Achieved dramatic increase in efficiency with cross-trained streamline team to speed processing of short projects. Won Andersen Consulting QVS Leadership Award.
Senior Director, Bellevue, WA
Accounts Processing 1995 – 1997
Managed all computing systems and databases to support accounts side of billing systems. Ensured accurate and complete billing for 25 million customers.
* Saved $23M by offshoring work of 350 FTEs requiring use of outdated computer languages.
* Achieved three-day turnaround on all billing for 25 million customers. Achieved complete turnaround from having bills as much as six days late to meeting all billing date goals.
* Led and implemented project to change from letter-sized bill to landscape, front and back bill. Created proprietary code to query page length and change fonts and spaces accordingly.
* Changed 400,000 lines of code in three months for federal information availability requirements.
* Averted significant compromise of client data with immediate action to reclaim misprinted bills.
Director, Bellevue, WA
Western Billing 1994 –1995
Led billing for Western Region of U.S., five million customers. Managed eight managers and 125 staff. Developed partnership with vendors providing staff augmentation, hardware and software. Delivered new software releases every eight weeks.
* Saved $2M by reducing staff by 26 FTEs while maintaining high quality and service level agreements. Found new positions for all 26 staff.
* Managed nation’s first area code split impacting two million customers. Located all customers within area code, determined geographical location, and changed accounts accordingly.
* Modified application software and changed databases to allow calls to be recognized with either old or new area codes for first four months. Migrated those accounts to new area code after four months.
Senior Operations Manager Denver, CO
1992 – 1994
Directed turnaround of operations for Denver location. Worked closely with management team to resolve issues. Achieved repeatable processes for all operations division functions. Implemented checklist system to create accountability.
* Achieved complete turnaround of operations division. Went from seven missed commitments daily to meeting all commitments.
* Improved all service levels. Achieved significant improvement in morale with incentive program.
Senior Manager, Denver, CO
Usage Software Development 1991 – 1992
Led transition for usage software development group from Old Mountain Bell to U S WEST. Managed 23 staff. Ensured strong change management. Implemented weekly staff meetings to review projects and create accountability.
* Saved one million lost messages. Located and duplicated backup tape used for billing.
* Brought group from 250 hours of work per release to 10,000 hours of work per release.
Senior Manager Bellevue, WA
1987 – 1991
Formed project management study group. Developed three teams of twelve project managers.
* Developed cross-IT project management group that became corporate standard.
* Improved software quality and eliminated duplication of effort with project management groups.
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PROFESSIONAL TRAINING
Dale Carnegie
Large Team Management Training
CMM Training
Staff Management Training
Project Management Training
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