Eileen Koch

Experience

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  Waste Management

  Jun 1991 - Jun 1998

  Technical Writer, Process Improvement Manager, Senior Manager

  Served as a process leader for a $250 million re-engineering project that involved billing, accounts receivable, credit, collections, inventory, operations and customer service. Conducted more than 100 workshops to interview employees and document a “current state” analysis. Crafted vision statements and a work-step staffing model; developed RFPs, business process scripts, and scorecards for the ERP software evaluation process that resulted in selection of the SAP package software

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  Bricker & Associates

  Jun 1998 - Dec 2001

  Senior Manager
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  Hub Group

  Jul 2001 - Jul 2002

  Senior Program Manager

  Led the implementation of the Oracle customer care software through process redesign and organizational realignment. Defined and translated business requirements into system solutions for a custom billing system. Developed project goals, timelines, critical success factors and implementation plans for multiple waves during the rollout to end users.

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  Bank of America

  Oct 2004 - Oct 2007

  Senior Program Manager

  Program managed an enterprise-wide technology and compliance project that included interfaces to 400+ applications within the organization (consumer focused web application). Tasks included creation of project plans, executive dashboards, communication plans, meeting facilitation, vendor negotiation, and business partner prioritization. Managed the budget, timelines, and various IT teams from business requirements, to development, through testing and implementation. Developed a process architecture and analysis on the new account opening process which consisted of interviews, process mapping, process redesign, financial analysis, and implementation planning activities Show less

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  Aon

  Oct 2007 - Feb 2009

  Program Director

  Developed and implemented a strategic IT roadmap resulting in time efficiencies and improved team communication and collaboration. Delivered one-on-one coaching for 40 mid-to-senior level members of an IT management team. Gathered feedback via interviews and surveys, created customized action plans, and regularly coached the managers on improving their skills in a variety of management topics.

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  U.S. Cellular

  Feb 2009 - Apr 2016

  Program Director

  Led the vendor evaluation and selection for a $450 million transformation of the billing, inventory, accounts receivable, and customer care functions. Led negotiations with vendor partners, developed risk-based statements of work, and measured compliance to business oriented performance indicators.Developed a Digital Strategy to enable the growing demand from customers who want to shop, buy, and interact with U.S. Cellular on the web, mobile, tablet, etc. The strategy brought alignment between the capability wants of the customer and the potential technology investment that is needed plotted on a three-year roadmap.Provided project management and created the program governance to support a $150 million Omni-Channel investment for several digital work streams to meet short-term needs on the current Oracle platform as well as the needs for a three-year roadmap towards full digital maturity. Show less

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  Lake Shore Associates, Inc.

  Feb 2009 - now

  Vice President, Consulting

  Lake Shore Associates is a woman-owned, management consulting firm that provides clients with expertise necessary to drive transformational change through its Program Delivery, Vendor Management and Change Enablement consulting services.Leveraging proven, tailored methodologies, LSA consultants drive value with focus on bottom-line results while balancing the unique needs of our client’s organizational culture.