Sandy Heng
Omaha,NE
Summary
Management position where I can effectively utilize my expertise in human relations, project management, and staff recruitment and retention. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
Work History
Client Technology IT Manager
Alorica Corporation
Omaha, NE
01.2016 - 07.2022
- Collaborated with Strategic Business Unit Leaders to ensure Alorica's alignment with client's long term objectives
- Assisted in Monthly Accomplishments preparation and Quarter Business Review.
- Contributed to the effective implementation of products through collaboration with cross-functional teams
- Implemented and improved metrics for tracking and reporting
- Offered expertise in troubleshooting and supporting clients in resolving their technology-related issues.
- Developed and enhanced best practices through collaboration with peers and leadership
- Effectively coordinated with multiple departments to prioritize tasks and address customer-related concerns.
- Regularly convened meetings with Account Leaders for the purpose of addressing pending matters.
Information Services Manager
Alorica Corporation
Omaha, NE
01.2011 - 01.2016
- Managed coaching and assistance for Program and Software Analysts, overseeing assigned projects and creating new and enhanced reports
- Provided leadership and direction for all assigned reporting requests, technical projects, and project tasks, ensuring thorough follow through
- Continually built internal relationships with resource groups to facilitate cooperation and project completion
- Collaborated with relevant team members to create project plans and establish deadlines
- Contributed to the adherence and maintenance of established standards and approaches for each project.
- Reported project status, managed issues and controlled changes for effective team collaboration
- Monitored tasks and project assignments to address timeline and schedule changes
- Ensured functional requirements were developed to meet all the necessary criteria and addressed any gaps in requirements accurately
- Spearheaded project management for the BI initiative
- Established streamlined process for monitoring and managing tasks, resources, durations, and dependencies for BI Project using Atlassian JIRA.
Implementation Manager/Project Manager
West Corporation
Omaha, NE
01.2006 - 01.2011
- Managed and provided leadership to the team responsible for testing and end-user support for West ‘s proprietary Workforce Management system
- Coordinated with application development teams to track product roadmaps, maintain awareness of new product releases, and understand how those new solutions may provide value to the enterprise
- Managed testing objectives, business priorities, and day-to-day activities associated with quality assurance testing
- Managed and coordinated resources to perform the necessary activities to ensure scheduled software releases were met
- Coordinated and participated in all activities associated with client implementation, from inception to close, to ensure the project meets client and company goals
- Provided support to existing programs after implementation to ensure the application meets business needs and adheres to department policies and procedures.
Assistant Vice President, Insurance Operations
World Insurance Company
Omaha, NE
01.1998 - 01.2004
- Reorganized, streamlined and automated processes resulting in decrease staff and budget
- Formalized production standards and measurements for all positions within scope of responsibility
- Served as Team Leader for an Underwriting Re-engineering project working with cross-functional teams to gather data, identify functions and present findings to Executive Committee
- Served as Project Manager overseeing projects for an in-house telephone interview system and an automated underwriting summary system
- Maintained a high level of customer satisfaction
- Assembled a conversion team to handle acquisitions, including testing and implementation
- Restructured department resulting in smoother, more efficient workflow
- Coordinated the installation and training for the companies Document Imaging System
- Served two annual terms on Quality Steering Committee; responsible for soliciting, tracking and managing employee quality suggestions and leading team building activities.
Education
Bachelor of Business Administration -
Bellevue College
Skills
- Operations Management
- Employee Mentoring
- Teambuilding and Training
- Project Management
- Problem Solving
- Procedure Development
- Process Improvement
- Research and Follow Through
- Personnel Management
Continuing Education
- Project Management for Information Systems
- Aubrey Daniels Precision Management Leadership
- TQM Team Building
- Management Dynamics
- Facilitator Training
- SPC – Practical Tools for Continuous Quality Improvement
- Fellow Life Management Institute (FLMI)
- Health Insurance Associate (HIA)
Previous Positions
- Assistant Vice President – Policy Issue and Service (1998-2004)
- Manager – Policy Owner Service Department (1991-1998)
- Supervisor – Policy Owner Service (1986-1991)
- Policy Change Analyst - Policy Owner Service (1984-1986)
- Policy Change Clerk -Policy Owner Service (1981-1984)
Timeline
Client Technology IT Manager
Alorica Corporation
01.2016 - 07.2022
Information Services Manager
Alorica Corporation
01.2011 - 01.2016
Implementation Manager/Project Manager
West Corporation
01.2006 - 01.2011
Assistant Vice President, Insurance Operations
World Insurance Company
01.1998 - 01.2004
Bachelor of Business Administration -
Bellevue College
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