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Michele
US-North Carolina-Raleigh/Durham-RTP
Program Manager
To obtain a professional position that enables me to utilize my corporate and community experience including marketing, operations, budgeting, management, community benefits, auditing, and human resources in a for profit, not for profit or non-profit enterprise.
MICHELE BURGESS
RESUME
SUMMARY
Over fifteen years of broad-based management and operational experience with a proven ability to increase profitability, productivity, efficiency and morale. Background includes:
Community Benefits
Marketing/Sales
Project Management
Management
College Instruction
Human Resources
Training and Education
Strategic Planning
Operations Management
Budgeting
PROFESSIONAL EXPERIENCE
Duke University Health System, Durham NC 2004 - Present
Program Manager, Community Benefits, Charitable Giving 2006 - Present
Manage and train employees on the DUHS Community Benefits Inventory Tracking that tracks all health related programs in the community. Provide project management duties for the Office of Community Relations including the planning, design, collection and analysis of health care data in support of overall strategies and initiatives of the Duke/Durham Community Health Program. Manage budgets for department, Charitable Grants and Goodwill program. Assist in strategic planning, development of policies and procedures for and administer charitable grants and goodwill projects. Work with the Oncology department to develop and manage the Cancer Advisory Board in the challenge of recruiting minorities to clinical trials.
Administrative Assistant 2005 2006
Provided administrative support for the Duke Health Technology Solutions department. Duties included administrative support for the Perioperative Services Support and Patient Safety Initiatives groups and ad-hoc support for the Vice President Chief Information Officers office. Provided administrative support for the Grants and Contracts department. Duties included initial data entry of grants and contracts into the logbook system, filing, ad-hoc data entry, and receptionist activities.
Duke University Hospital, Durham, NC 2004 2004
Administrative Assistant
Provided administrative assistance to the Chief Nursing Officer for Duke University Hospital and Duke University Health System. Responsibilities included interacting with all levels of Executives and staff throughout the Health System, minutes for the Nurse Managers Business Team, Nursing Governance Council, DUH & DUHS Nurse Executive Council, Retention & Recruitment Team, and Clinical Operations Directors Meetings, and transcription activities.
Administrative Assistant responsibilities for Duke University Affiliated Physicians, University Development, University Student Financial Aid and Student Services for Duke Temporary Services.
Durham Technical Community College, Durham, NC 2004- 2008
Instructor, Principles of Marketing, Introduction to Business, International Business, Principles of Management, and Advertising, Sales and Promotion courses. Developed on-line and traditional curriculum for several courses.
Duke School, Durham, NC 2002 2003
Admissions Office Manager
Responsible for admissions office operations including marketing activities and administrative duties. Daily contact with administration, staff, teachers, parents and students.
IBM, Research Triangle Park, NC 1998 - 2002
Marketing Manager 1999 - 2002
Led product launch programs for IBM Microelectronics Network Processors and Packet Routing Switch products in the North American region. Executed Event Marketing including planning, execution and functional activities worldwide for 12 industry technology tradeshows, customer design forums and other events. Received award for Excellence for 2000 Networld + Interop tradeshow.
Marketing Manager 1998 - 1999
Created internal liaison marketing programs for Networking Hardware Division (NHD) and three Industry Solution Units (ISUs) - Health, Education, and Distribution (Retail). Results included enhanced communications, training and education for ISUs on marketing networking solutions.
Operations Manager 1998 - 1999
Coordinated all IPMT, a board of BLM leaders and Directors, related activities, ISO 9001 and Internal Audits for networking hardware division. Responsible for tracking and maintaining the Enterprise Balanced Scorecard, IBM Chairman's monthly newsletters, Quarterly Self-Test Audits, Quarterly Trade Agreement Acts, Product Security Audits, and Business Control Audits. Successfully completed and passed IPD Peer Audit and received Team Award for Excellence.
Brand Marketing Manager 1998 - 1998
Developed and implemented go-to market strategies for an Other Equipment Manufactured (OEM) 2218 Frame Relay Access Device generating $3 M in revenue. Responsibilities included project management and training coordination for worldwide Networking Systems Technical Conference.
AT&T Basking-Ridge, NJ
Marketing Manager 1979- 1998
Directed strategy and implemented marketing programs for the AT&T PrePaid Card, which generated over $12M in revenue.
Project managed a cross functional team, Sales and Program Execution, Public Relations, Marketing Communications and an outside Agency, which delivered on time the AT&T Holiday PrePaid Card project, the October Bill Insert, targeting 6.5 million AT&T direct billed customers. Sales exceeded forecast by 26% with 377,000 cards sold.
Directed marketing development with outside Agency for standalone Direct Print Ads for Holiday Program which targeted TV Guide, People, Parade, and USA Weekend, a magazine circulation of over 35 million. The project resulted in 5000 sales with a 96% conversion rate.
Managed staff of volunteer occupational, management, and Agency staff as the on-site supervisor at the 1996 AT&T Olympics Consumer Pavilion. The total team effort resulted in $500,000 in sales in a three-week period.
Sold over $285,000 in PrePaid Cards to both internal and external customers.
Marketing Manager 1994 - 1996
Managed and implemented marketing programs for AT&T small and mass Corporate card accounts, generating over $400M in business card revenue. Responsible for overall acquisition, stimulation, retention, activation and winback strategies targeting $2.1M business customers and 12M business card accounts.
Area Manager 1993 - 1994
Managed BCS Bloomington, MN, MultiQuest 900 Service Recourse Center, and Pittsburgh, PA, MultiQuest Inquiry Center. Managed $12.5 million annual budget and staff of 50+ employees processing local exchange company billing adjustments and implemented new procedures that met program objective and saved the business unit $1M.
Senior Internal Auditor, AT&T CFO - Corporate Audit for Professional Development Program (CAPP) 1991 - 1993
Systems Analyst, AT&T Business Services Division 1989 - 1991
Human Resources Planner, AT&T Corporate Human Resources 1987 - 1989
Project Manager, AT&T External Affairs, Programmer 1979 - 1987
EDUCATION: M.C.R.P., City and Regional Planning, Rutgers University, New Brunswick, NJ, BA, American Studies, Rutgers University, New Brunswick, NJ
COMMUNITY SERVICE: Leadership Durham, Class of 2004; Durham Public Education Network, Board of Directors (1998-2002), Exec Board (2000-01), Marketing Committee Chair (2000-01), Annual Board Report Committee (1998); Durham Arts Council, Board of Trustees (2002-03), Exec Board (2002-03), United Arts Fund Co-Chair (2002-03), Nominating/Leadership Chair (2002-03), Development Committee Chair (2001-02); Junior League of Durham and Orange Counties (200005), Training and Education Co-Chair (2005 2006), Vice President & Board Member Community Council (2004-05), Training and Education Committee Chair (2003-2004), Co-Chair (2002-03); Managed Competition Citizens Committee for City of Durham (2002-2004) ; Junior Leadership Durham Board of Directors (2005 present).
Summary of Qualifications
25 years of Professional experience
o 18 years AT&T
o 4 years IBM
o 1 year Duke School for Children
o 5 months Office of Chief Nursing Office (Duke Temp)
o 5 months Grants & Contracts (Duke Temp)
o 1 year Duke Health Technology Solutions
o 3 years Duke University Health System, Office of Community Relations
1 year management of large operation (AT&T Multi-Quest Recourse Service Center)
o AT&T Area Manager w/$12.5 million dollar budget oversight duties
o 7 direct reports
o 50 secondary direct reports
o 100 reporting employees around the country at various call centers
1 year management of $400 million dollar business line AT&T Corporate Card (without direct reports)
o 2.1M small and mass business customers
o 12 M Corporate business card accounts
Corporate Internal Auditor for AT&T
Corporate Human Resources Planner for AT&T
World wide Product Launch Manager for IBM Network Processors
Other skills Marketing, Project Management, Training & Education, Operations Management, Systems Analysis, Programming
Adjunct Instructor Durham Tech Principles of Marketing, Principles of Management, Intro to Business, International Business, Advertising & Sales, Human Resources Management, Business Ethics, Organizational Behavior in Business, Business Law
Community Service
o Board of Directors
Durham Public Education Network, 1998 2002
Durham Arts Council, 2002 - 2003
Junior League of Durham and Orange Counties, 2004-2005
Junior Leadership Durham, 2005 Present, Vice President of Board 2007, President of Board 2008-09
o Leadership Durham Graduate, 2004
o Managed Competition Citizens Committee for City of Durham 2002-2004
o Mayors Taskforce on Domestic Violence, Partnership for a Healthy Durhams Obesity and Chronic Illness committee, and Substance Abuse committee
Education (Rutgers University)
o Masters in City and Regional Planning Focus/ Concentration Health Planning
o Bachelor of Arts American Studies
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