Kelicia Richardson
St Louis,MO
Summary
Resourceful technical account strategist with over six years of customer relationship management and implementation support. Highly skilled in managing database performance and upgrades for ongoing efficiency and achievement of corporate objectives.
Overview
13
13
years of professional experience
Work History
Technical Client Relationship Manager
Equifax
02.2019 - Current
- Responsible for the technical account management for a book of business consisting of 12 clients as a subject matter expert for the defined products/projects as assigned
- Developed proactive strategies, remediated issues/escalations, and coordinated with different business units regarding designing, planning, and the implementation of customizable products and services
- Created aggressive project plans through data analysis, monthly/daily metric reporting, and the estimation of cost and risk to prepare clients in lieu of federal/state audits, contract renewals/updates, software enhancements/migrations, or day to day service level functioning
- Identified and recommended new business opportunities and solutions to improve processes, compliance, and generate new revenue streams.
Scrum Master
MasterCard/Contract
11.2018 - 01.2019
- Collaborated directly with senior/ executive level personnel to track, monitor, and develop processes to migrate the entire organization to a new IT service management vendor
- Lead sprint planning, daily stand-up meetings, release planning, demos, and other scrum-related meetings for multiple projects as assigned
- Acted as a subject matter expert with regards to owner/vendors on testing, error tracking and writing root cause analysis
- Documented and tracked business requirements and translated them into external vendor dashboards.
Lead Service Specialist/Technician
Edward Jones/Contract
04.2018 - 08.2018
- Developed an Excel macro and standardized reporting templates that resulted in efficient data collection and a 50% turn around time for metric reporting
- Resolved issues and provided adequate solutions to provide timely resolution, cost factoring wins, and improve existing processes
- Increased efficiency by 30% in the IRA/Retirement Account Opening department by developing a standard operating procedure to reengineer check fraud /illegal money movement per the Department of Labor standards to separate service center escalations for technical support and illegal practices
- Created a knowledge internal database with over 65 internal resources, improving employee onboarding and reducing time spent per project on administrative tasks by 40%.
Business Banking System Consultant III
Wells Fargo Bank/Contract
03.2017 - 03.2018
- Tracked and developed project requirements
- Led efforts in requirement gathering, analysis, industry comparisons and recommendations of current practices by using Agile and Waterfall methodologies
- Utilized SQL to pull and verify data in internal databases during fraud investigations of bank products and services
- Served as high-level internal consultant for both technology and business groups to independently complete complex data analysis to provide recommendations to senior management on projects as assigned.
Lead Contract Coordinator
Home State Health /Contract
11.2015 - 12.2016
- Identified risks and gaps within processes designed to structure ways to bridge gaps and minimize risks utilizing agile methodologies regarding contracts and negotiations
- Coordinated contract review/submissions, request for information (RFI) process and managed other projects as assigned for a team composed of ten other contract negotiators and analysts
- Spearhead the contract proposal for prospective practitioners and providers for the expansion Home State Health managed Care Plan
- Documented and distributed initial bid contracts amounting to 15% of the total participation cost that defined the scope and general provisions of potential contracts based on provider type.
Lead/Senior Member Response Technician (Project Analyst)
Express Scripts
01.2011 - 10.2015
- Pioneered the high-quality completion of systems engineering, software/database development and enterprise wide implementation projects for major clients including: Tricare /Department of Defense DOD, General Motors, and Blue Cross Blue Shield
- Coached teams across technical, financial, and business disciplines regarding tracking progress to ensure project milestones were completed on time, on budget, and with the desired results in a high volume contact center setting
- Engineered processes and tools best suited for each project based on project specifics and client goals
- Created internal detailed project road maps, plans, and work breakdown structures.
Education
Bachelor Of Engineering Technology - Information Technology
Lindenwood University
Saint Charles, MOAssociate Of Applied Arts - General Studies
Saint Louis Community College
St Louis, MO05.2015
Skills
- Salesforce
- DevOps Implementation
- Technical Project Management
- Requirements Gathering
- API Design and Management
- Cloud Computing Expertise
- Software Development Lifecycle
- Client Relationship Management
- Customer implementation
- Process Optimization
- Cloud services
Timeline
Technical Client Relationship Manager
Equifax
02.2019 - Current
Scrum Master
MasterCard/Contract
11.2018 - 01.2019
Lead Service Specialist/Technician
Edward Jones/Contract
04.2018 - 08.2018
Business Banking System Consultant III
Wells Fargo Bank/Contract
03.2017 - 03.2018
Lead Contract Coordinator
Home State Health /Contract
11.2015 - 12.2016
Lead/Senior Member Response Technician (Project Analyst)
Express Scripts
01.2011 - 10.2015
Bachelor Of Engineering Technology - Information Technology
Lindenwood University
Associate Of Applied Arts - General Studies
Saint Louis Community College