Summary
Overview
Work History
Education
Skills
Timeline
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Shirley Ellul

Montgomery City,MO

Summary

Executive Assistant skilled at offering high-level administrative support to senior-level staff, as well as managing sales consultants and vendors. Resourceful professional for process improvement, problem resolution, and vendor selection to streamline operations and decrease costs. Uses independent decision-making skills and sound judgment to positively impact company success and promote organizational efficiency, while maintaining all governance and compliance standards. Successfully manages high-volume workloads in rapidly changing environments.

Overview

17
17
years of professional experience

Work History

Operations Manager

Fischer Companies
01.2022 - Current
  • Prepared all documentation and presentations for attorneys representing surety bonds for municipal lawsuits.
  • Conducted proactive problem management through incident trending, problem identification, root cause analysis and solution implementation.
  • Mapped commission reports from 11 insurance carriers' portals to Agency Bloc to produce reports for analysis. Documented detailed processes for each portal and process for reporting.
  • Streamlined open enrollment processes for sales to follow for improved customer satisfaction, which resulted in 76% increase in positive reviews on website.
  • Record, analyze, and document and track ongoing charges for subscriptions, contracts and equipment rentals. Document processes for using individual portals and other applications that need to be used during standard procedures.

Complex Project Manager

IBM
01.2017 - 12.2021
  • Created, tracked and managed 127 tickets for work involved in projects across multiple companies and their individual internal and external teams to meet project completion deadlines.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
  • Streamlined project processes resulting in increased efficiency and reduced costs resulting in on-time and under budget delivery.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality result

Change and Problem Management

MasterCard
03.2007 - 01.2016
  • Enhanced Problem and Incident Management ticketing process to include detail of customer experience to expedite ticket resolution for 315 tickets.
  • Implemented global corporate-wide ITIL methodologies as MasterCard's first Change Manager, creating department training and procedures to decrease downtime during network changes.
  • Collaborated with global partners to develop software solutions for India government, biometric authentication, and other MasterCard products.
  • Developed approved patent for dual authentication via internet/telephone lines.
  • Created and rolled out new Development Operations team structure and Dev-Ops-in-a-box solution for product line support to immediately serve customers quicker on products they had issues with.

Education

Bachelor of Science - Law

Madonna University
Livonia, MI
05.1986

MBA - Human Resources

Lindenwood University
Saint Charles, MO
05.1985

Skills

  • Documentation and Document Control
  • Compliance
  • Project Management
  • Problem Management
  • Staff Training and Development
  • Operations and Records Management
  • Customer Relations

Timeline

Operations Manager

Fischer Companies
01.2022 - Current

Complex Project Manager

IBM
01.2017 - 12.2021

Change and Problem Management

MasterCard
03.2007 - 01.2016

Bachelor of Science - Law

Madonna University

MBA - Human Resources

Lindenwood University

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Shirley Ellul