William Coffee is an experienced product manager, business analyst and customer advocate with over 15 years of experienc...
William Coffee Louisville, CO 80027 Phone: 303.619.0973 E-mail:
[email protected] Website: https://www.linkedin.com/in/billcoffee
Summary of Qualifications Experienced product manager, business analyst and customer advocate with over 15 years of experience in application development, Software as a Service (SaaS), and other IT solutions. Detail oriented, with an ability to interact professionally with diverse groups including customers, executives, managers and technical members. Seasoned facilitator of cross functional teams, internal and external to the company; collaborative, insightful management, sharing knowledge, inspiring excellence, and instilling a sense of accountability and urgency to meet all project deliverables. Possess strong analytical and product/project management skills through interpretation of customer business needs and translate them into application and operational goals for technical and non-technical team members. Areas of expertise include: Project management Systems implementation Agile development Quality assurance Business analysis Requirements assessment Risk Management Budget management
Work Experience Senior Technical Product Manager (10/2007 – 01/2016) AxisPoint Health (formerly a McKesson company) (Westminster, CO)
Created the business case and market requirements documentation to optimize the utilization management data loaded into the primary software platform. This project is expected to increase user efficiency and increase client ROI by allowing staff to contact the right members at the right time. Guided the initial implementation and use of the Agile Lean/Kanban project methodology to integrate McKesson Care Management web solutions with the complex case and chronic care management tools. The $400,000 integration effort was designed to close market gaps as well as deliver a more comprehensive management program to increase upsell revenue. Spear-headed the design, development and implementation of an enhanced provider portal which represented McKesson’s web presence for physicians, practices, specialists and other health care professionals that deliver care to program participants. The provider portal enhancement project reduced provider and/or staff time by providing near real-time patient medications summary, patient utilizations summary, and a bi-directional patient care plan through seamless integration with the provider’s existing workflow. Led the system design and business requirements creation for the development and implementation of a next generation nurse advice line service for McKesson’s largest Medicaid client. The system leveraged technology and data to support a comprehensive, intelligent, population-based care management offering projected to touch 4.6 million members with an estimated $13 million per year in revenue.
Project Manager, ITS (10/2006 – 9/2007) SmithBucklin Corporation (Chicago, IL)
Supervised effort to resolve top ten software application issues for SmithBucklin’s largest client. Worked
Resume: William Coffee
with the client to prioritize list of application issues and kept development team focused on issue resolution. Saved a $1.2 million client from seeking their technology solutions outside of SmithBucklin. Managed new client transitions into SmithBucklin. Coordinated other service areas to transition telephone and fax numbers, emails, websites, and membership databases. The client transition budgets typically exceeded $100,000. Directed client projects of various size and complexity including transitions, website redesigns, database implementation and IT solution upgrades. These projects generated up to $1 million plus in annual revenue.
Senior Business Analyst, Manufacturing Systems (4/2005 – 9/2006) R.R. Donnelley & Sons (Downers Grove, IL)
Defined requirements and business processes for a general manufacturing scheduling system. Worked with offshore consultants to define current functionality and use case specifications. Created proposed system structure and process flows. Managed 25 on-site and remote users during the multi-phase acceptance testing effort. Conducted user interviews to create As-Is process flows for an order entry re-engineering project. Facilitated To-Be process flow meetings and authored improvement recommendations documentation. The project increased user efficiency and met division goals of increased productivity without increased payroll. Participated in high-visibility strategic sourcing initiative that addressed warehouse management systems. Created application/interface impact and interface requirements. Assisted with vendor selection and price negotiation. The initiative predicted a 15% reduction in plant costs.
Senior Program Consultant (4/2004 – 4/2005) Accenture/Sapphire Technologies (Chicago, IL)
Oversaw global and local decommissioning program activities. Created and distributed program communications, prepared and facilitated key meetings, ensured integration of new initiatives with decommissioning processes, and ensured completion of critical decommissioning tasks. The decommissioning program achieved $11.2 million in cost savings by 2005 fiscal year-end. Improved the decommissioning processes and tools by identifying gaps, streamlining the decommissioning methodology, improving the decommissioning website, and introducing online status reporting. Established quality assurance process for all initiatives. Set guidelines for defining, measuring, and monitoring quality by application decommissioning teams throughout the decommissioning process.
Senior Project Analyst (7/2003 – 4/2004) Washington Mutual (Vernon Hills, IL)
Worked with business partners to conduct root-cause analysis of customer escrow complaints and devised solutions to address those issues. Defined existing and future process flows, fishbone diagrams, rootcause/solutions, and business cases outlining recommendations. Participated in a high visibility project to increase customer retention. Maintained the project workplan and communicated status. The project resulted in a 42% increase in retention of Washington Mutual’s mortgage
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Resume: William Coffee
customers by the end of 2004. Consultant (9/2002 – 7/2003) ChoicePoint/Paige Personnel (Bolingbrook, IL)
Managed reports to reduce suborders without statuses. Responsible for Lotus Notes R5 group administration, training, and support for entire staff. Recommended more efficient operation of ChoicePoint’s proprietary records order management system to reduce time needed to enter information.
Team Lead – Project Management/Business Analysis (10/1996 – 10/2001) Accenture (Northbrook, IL)
Worked with the client and development team to re-design the system for a global employee retention initiative. Conducted business needs analysis and defined requirements. Directed a team of nine international programmers in Madrid, Spain on a global initiative to re-engineer the performance assessment systems. Coordinated and executed initiative testing, and served as liaison between the client and the technical team. The 3-month project was delivered to the client five weeks ahead of schedule.
Education BS Aviation Administration (Lewis University – Romeoville, IL) Project Management Professional (Project Management Institute; expected February, 2016)
Methodologies Accenture’s Business Integration Methodology (BIM) Washington Mutual’s Corporate Project Methodology Software Engineering Institute's (SEI) Capability Maturity Model (CMM) Agile/Scrum/Kanban Project Management Methodology
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[email protected]
