Kelly King26551 Kingston Pike Circleville, Ohio 43113

Cellular 740-412-9696KellyKing3@MSN.com

Professional Synopsis Dynamic professional with diverse experience in Information Technology, experience of team

management, business management and customer support management. Acted as a liaison between the business area and development team for Requirements.

Experience in Extensive analysis & design of Business Processes and excellent expertise in generating Business Process Models, and defining scope of projects based on gathered Business Requirements including Documentation of constraints, assumptions, business impacts, Project risks.

Successfully designed and implemented process related workflows. Acquires a clear understanding of the industry, customer/client’s success factors with the

distinction of instituting solutions and new practices to achieve business excellence at the lowest overall cost.

Possess strong sense-of-purpose and hold the highest degrees of ethics, honesty, and integrity. Adaptable and flexible - can perform as a team leader, team member. Capable of handling day-to-day tasks with great competency, while holding to the objectives of the overall vision.

Team player and self-starter with excellent communication skills, project planning, and interpersonal skills with proven ability to communicate, negotiate, relate and coordinate with a wide range of personalities.

Core Competencies

Operations Management Implementing procedures for daily operations and internal

reporting systems for monitoring productivity and quality. Interacting with clients to review and resolve operational issues

as well as implement new process and procedure changes. Conducting meetings to discuss the process and other team

related issues.Process Co-ordination Monitoring the functioning of various processes, identifying

improvement areas and implementing adequate measures to maximize customer satisfaction level.

Implementing workflows to facilitate structured support in all areas and issues.

Looking after process improvement initiatives through system changes, process re-alignment/redefining & efficiency management.

Generating dashboards and reports to the top management and maintaining the agreed SLA & thereby, focusing on maximizing Customer Experience while minimizing costs.

Quality Management Ensuring a high-quality customer experience, elevating customer

satisfaction, while adhering to the SLAs & work processes and thus managing cost-effective operations.

Setting of quality monitoring tools and methodologies & maintaining the documents.

Team Management

Operations Management

Process Coordination

Quality Management

Team Management

Delivery Management

Strategic Planning & Management

Resource AllocationIssue & Conflict

Resolution

Business Continuity Planning

Recruiting, selecting and monitoring a team thereby ensuring optimum performance.

Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

Creating and sustaining an environment that fosters development opportunities and motivating the employees for enhancing the existing performance levels.

Conceptualizing & developing need based training modules for developing multi skilled workforce for cross-utilization within sub-processes for optimum efficiency.

Performance evaluation and Appraisals. Managing Attrition and back-up plans. Identifying training needs for team members.

Delivery Management Ensuring quick ramp-up and ramp-down of teams while

maintaining adequate and appropriate skills availability at all times.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in operations and meeting of organizational goals.

Skills and ExpertiseSQL, Project Management, CRM, EDI, Bugzilla, Various File formats (Flat file, XML), XML, Expert in MS office products like Excel, Access, Word, Power Point, Flow Chart, Data Schemas (XSD), PGP Encryption.

Education and TrainingAttendance at IAIABC/EDI State Conferences/Training Seminar, SQL 1 and 2, New HorizonsHuman Services Technology-Ohio University/Hocking Technical College

Key Achievements & Experience

Ebix Inc.Manager of Implementations/Manager Technical Support/Business Analyst

June 2008 -presentGrove City, Ohio

Ebix, Inc., (NASDAQ: EBIX) is a leading international supplier of On-Demand software and E-commerce services to the insurance industry. We provide end to end solutions ranging from infrastructure exchanges, carrier systems, agency systems and BPO services to custom software development for all entities involved in the insurance industry.

Implementing procedures for daily operations and internal reporting systems for monitoring productivity and quality.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in operations and meeting of organizational goals.

Design business engineering and system integration for projects.

Develop Software Requirements Specifications (SRS) that feed the development process. Develop Business Requirements, Use Cases and Perform Gap Analysis. Excellent understanding of software development life cycle.

Analysis for Web based Application Software Design and Architecture, and testing using Java, PHP and Crystal Report tools.

Create Statement of Work (SOW) analysis and design overview, and provide estimates for solution design to projects.

Communicate with clients, state agencies, account managers, customers, and development to ensure design accuracy and appropriately set expectations and resolve operational issues as well as implement new processes and procedure changes.

Project management, including preparation of a project plan, coordination of meetings, and implementation plans. Following best practices of Agile development.

Resolve 2nd and 3rd level application product support, including data analysis, and identification of application bug fixes.

Coordination of client migrations from legacy applications to current applications including application set up, data migration and continued monitoring.

Explain all aspects of the EDI services to clients, focusing on the recommended implementation and migration approach.  Maintain project plans for client and internal use. 

Meet the business needs and the complexity of new projects, system enhancements, and trading partner activities.

Generate defect reports for issues found during testing, and provide accurate testing status to project stakeholders.

Coding state edits for various states and testing the system for functionality and accuracy. Keep applications up to date as per state notifications for edits changes.

Coding and testing for State of KS that we host, perform sequencing testing as well as various acknowledgement and rejection scenarios. Technical point of contact for all changes and updates for KS project.

Testing with states and executing various systems performance integration and ad-hoc test cases according to approved test plans and testing schedule.

Testing for bugs and issues in sequencing project for sequencing clients. Good understanding of business requirement document for sequencing project.

D&W Homes Sales Associate2006-2008

Identified/ targeted perspective buyers, persuading customers to invest. Coordinated financing and developed excellent relationships with various financial institutions. Communicated terms of sale in order to ensure customer acceptance. Completed Purchase Agreements, applications, etc., in order to complete sales deal. Contacted manufacturer’s Sales Representatives. Attended Sales meetings. Updated and calculated pricing accordingly. Updated customer records; arranged for follow-up regarding service. Answered incoming inquiries. Served as notary for State of Ohio.

Instructor/Job DeveloperPickaway Ross Career and Technology Center 2002-2007

Provided instruction, tracking student progress for successful completion; identified individual needs through administration of various assessment methods and coordinated curriculum accordingly. Other duties included; communicating student needs/outcomes to appropriate referring source, assisting students in identifying available benefits, social and community resources and assisting with the scheduling of appointments. Contacted businesses, established relationships and marketed potential candidates for employability.

Job Developer Goodwill Industries 2006-2007

Upon receipt of referral, from BVR Counselors, met with consumers to discuss/identify staffing needs. Created employer contacts, in order to assist with employing consumers

with disabilities. Discussed training needs, provided job assistance to ensure consumer could perform functions of the position in order to meet employer expectations. Met with BVR Counselors, monthly, prepared reports and correspondence. Maintained and documented case notes for consumer file.

Caseworker/Case Manager Pickaway County Child Support Enforcement Agency 1990-1998

Provided case management services for a caseload of 300+ child support orders. Duties included; interviewing clients for information to locate individuals for establishment of paternity and or enforcement of support orders in compliance with ORC and state policy. Additional responsibilities included; communicating with public organizations, preparing documentation, and maintaining facts, figures and documentation and calculating child support arrearages.