HIGHLIGHTS PROFESSIONAL SUMMARY THG Professional Services Warner Bros. International Television Distribution Deloitte Consulting LLC Jefferies & Co. Inc. Great Western Investment Management Company Investors Retirement and Management Company Shearson Lehman Hutton University of California Other Experiences EDUCATION LICENSES SOFTWARE   Key Accomplishments: Increased productivity Reduced costs Reduced compatibility and corruption problems Implemented new email system Developed change control process Improved compliance Reduced dropped calls by 80% Co-authored Y2K Healthcare Industry Report Global on-line commission system   Areas of Focus: Media Asset Management Activity Based Management Document Management and Imaging Claims Processing Contingency Planning Implementation Support Pricing System Risk Mitigation Contract Review PMPM Methodology Business requirements Client and field services Corporate Operations Teaching Customer Service & Retail Manufacturing   Keywords: Napa Valley UC Santa Barbara Kaiser Permanente AOL/TW Project proposals Scanning   Fulfillment PowerDocs North Plains Telescope HSD Diamond Odin Group Analytical models   HCFA Joint Application Design March of Dimes Trilogy Technology Group NASD Intern program TIFFANY GHISELIN North Hollywood, CA 91605 à (818) 203-5871 thgps@sbcglobal.net à www.tghps.com HIGHLIGHTS: 14 years of process design and technology integration experience Proven project management skills with successful implementations Sharp, analytic problem solving skills Articulate, creative presentation skills Specialty in operational risk mitigation and turn-around initiatives PROFESSIONAL SUMMARY:   A native of Napa Valley, Tiffany graduated from UC Santa Barbara in 1989. She began her career in business management at E.F. Hutton in Santa Barbara. Following a move to Los Angeles, Tiffany worked for Great Western Investment Management Business Consulting Group, and Jefferies & Co. Technology Group. Tiffany went on to work for Deloitte Consulting for 6 years focusing on implementing business and technology solutions for billion dollar companies throughout the United States, including Kaiser Permanente. From 2000 to 2003, she was the Director of Business Systems Planning for Warner Bros. International Television providing business and technology consulting to offices throughout the world. EXPERIENCE: THG Professional Services Los Angeles, CA Owner 2004 to Present Provide business and technology solutions to small businesses and the home consumer. Focusing on three market segments; small or independent business, the home and senior citizens. Warner Bros. International Television Distribution Burbank, CA Director, Business Systems Planning 2000 to 2003 Developed strategic operations and technology plans for a worldwide division of AOL/TW with revenues in excess of $1 Billion. Identified projects to improve processes, decrease costs and manage the division's technology portfolio. Collaborated with other planners to leverage other company efforts and systems. Prepared the multi-million technologies and project components of capital and operating budgets. Prepared and presented project proposals, business case and project plans to executive management. Managed teams of technical and business resources developing requirements, designing software and implementing applications. Developed targets and metrics for measuring success and progress of implemented projects. Developed and monitored budgets, prepared status reports and managed issues. Key Accomplishments: Increased productivity and reduced costs by implementing a web-based document management application (CyberDocs) to 200 users in 9 countries. Contracted for outsourced scanning of hard copy documents and coordinated the development of interfaces to receive the documents and metadata from other systems. Reduced costs of manual duplication and distribution of physical media assets to over 800 broadcasters and agents by the development of a Marketing Services Website. Decreased average fulfillment time from 4 days to just minutes. Reduced compatibility and corruption problems with legal department documents through the migration of the Legal Department from WordPerfect to Word in conjunction with a document management software (PowerDocs) upgrade and software remediation effort. Redesigned the technical architecture, deployed new hardware and extended the application to the UK office to facilitate collaboration. Prepared over 250 users for a new email system. Managed a 25-person team to develop procedures and a comprehensive training program, including a 100 page user guide. Delivered training and managed the Help Desk during rollout. Reduced executive and IT staff 's monthly time spent participating in technology request efforts from 32 to 4 hours each by implementing a change control process and tracking tool. (420 hours a month effort reduction) Corporate Initiatives Participation: Media Asset Management Core Management Team - Directed a multi-million dollar enterprise-wide project to deliver a media asset management supporting advertising and publicity business units. The scope included metadata standards, portal design, infrastructure development and software selection. North Plains Telescope was the chosen software. Activity Based Management Steering Committee - Developed the enterprise strategy, model and implementation plan for managing and charging for Information Technology services. Document Management and Imaging Steering Committee - Contributed to the enterprise strategy for electronic document storage, retrieval and management. Deloitte Consulting LLC Los Angeles, CA Manager, Healthcare Systems Integration Practice 1994 to 2000 Managed IT systems implementations and operations improvement projects primarily in Healthcare and Insurance markets. Lead teams delivering requirements, design, operational redesign, testing, training and implementation. Conducted multiple operational review engagements delivering new policy and procedures, process re-design and risk mitigation strategies to support large mission critical IT systems implementations. Key Accomplishments: Improved compliance with government contract from a 5% to the contracted 95% compliance ratio in 6 weeks, passing a key audit with 1 billion dollars in annual revenue. Implemented immediate process changes and designed new reports for monitoring progress. Reduced dropped calls by 80% in 25-person telephone-based customer service unit. Used call volume analysis to adjust staffing. Created a customer service research team to handle complex inquiries reducing call handling times. Co-authored an industry-wide Y2K contingency healthcare model, methodology and report. Managed a virtual project team located throughout the US. Prepared materials for an industry working session for 100 CIOs, contingency planners and business executives from leading healthcare organizations. Lead an ERP (People Soft) proposal development effort culminating in the awarding of a multi-million dollar engagement. Key Projects: HSD Diamond Claims Processing Application Implementation - Washington D.C. (10 months): Lead efforts to develop the business vision including redesigned processes and technology integration for a $38 million system implementation. Managed the development of the detailed requirements and design deliverable including redesigned process flows and new policies and procedures. Odin Group: Year 2000 Contingency Planning Study - Nashville, TN (5 months) - Worked on the Odin Group's VitalSigns2000 study a Year 2000 contingency planning methodology development project. The focus of the study was the provider, payer, pharmaceutical and supplier segments of the healthcare industry. Managed a virtual project team located throughout the US to develop an industry-wide Y2K contingency healthcare model, methodology and report. Developed the methodology and templates to assess trading partner readiness and proposed mitigation strategies. Claims Exception Processing and Post System Implementation Support - Pasadena, CA (16 months): Following the implementation of an imaging and workflow application, staffed and managed a Provider Account Management unit within the Claims Department. Managed claims examiners, customer service agents, and clerical personnel processing claims, appeals and adjustments to address provider issues and payment inquiries during the transition to the new system (averaged 80 to 120 staff). Healthcare Policy Pricing System - Oakland, CA (17 months): Lead six sub-teams at multiple project sites statewide for a 9 million dollar custom application to price health care plans and carve-out services. Algorithms were developed to support the pricing of indemnity and HMO products for purchasing groups within the Medicare and commercial markets. Developed the business case, workplan, and budget. Developed a change control process to resolve issues and control enhancements. Reviewed technical specifications for accurate business functionality. Liaison between technical developers and end users on technical design issues. Managed the creation of on-line help and user guide, developed test plans and cases, designed end-user training and coordinated implementation. Other Projects: System Implementation Risk Mitigation - Washington D.C. (4 months) Developed analytical models to predict probability and impact of post system implementation business events such as: changes in staff productivity, inventory volume, transaction time and customer service inquires. The model covered the training and transition period through 15 months post-implementation. Proposed processing alternatives to mitigate the business risks associated with potential events, including facilitating the securing of equipment and staff at sister companies in New York and California to process transactions in excess of local capacity, revised training programs and proposed software modifications to reduce implementation risks. Provider/Vendor Contract Review - Pasadena, CA (2 months) Assisted with a review of provider/vendor contracts. Reviewed contracts for adjudication feasibility including medical code review, compliance with HCFA regulations and organizational policy. Developed standardized contract templates for inclusion into a processing handbook for claim examiners and auditors. Reviewed application logic for appropriate processing functionality. PMPM Methodology Task Force - Walnut Creek, CA (3 months) Lead a task force to develop a methodology and implementation plan for Per Member Per Month (PMPM) pricing of health care benefits. Developed financial models to compare proposed methodologies. Foundations Systems Project - Walnut Creek, CA (6 months) Developed standardized business requirements for a statewide consolidation of Benefits, Contracts and Pricing operations in conjunction with the implementation of a 100 million dollar custom-developed application. Interviewed staff, prepared recommendations for common policies and procedures and conducted Joint Application Design sessions. Firm Services: Tutored economically challenged women in mathematics in preparation for passing their High School Equivalency Exam (GED). (1999) Represented corporate sponsor, Deloitte Consulting, as Chairperson of the March of Dimes Bunker Hill walk. Coordinated walk activities and chaired the steering committee. (1998) Nominated and selected to the Deloitte and Touche LLC Managers Advisory Council. The team of 14 managers was selected out of all managers worldwide to assist National Practice Leader, Doug McCracken, with a special project. The project was developing a marketing tool for attracting and retaining top-talent. The team made a video that was distributed globally and was included in the submission to Fortune's Top 100 Companies. The firm was awarded the #8 position that year. (1997/1998) Identified as a Sell and Renew Business expert and invited to a week long visioning session in Minneapolis to evaluate and develop a new sales automation tool. (1996) Selected to work with firm Senior Management and Trilogy Technology Group to develop a sales process automation prototype performing benefit package design for a presentation at a major Boston Healthcare Conference. (1995) Designed a training curriculum and training materials on healthcare topics for delivery to over 200 people. Conducted seminars in multiple locations. (1994) Jefferies & Co. Inc. Los Angeles, CA Business Systems Analyst, Supervisor 1992 to March 1994 Supervised a team of analysts designing a global on-line commission system, including linkages with internal and external trading systems, vendors, and the general ledger. The system (JACS) captured and created trade related expenses and revenues to create Account Executive (AE) payroll, firm financials including product line breakdowns, and customer and AE profit and loss calculations. Rolled out firm-wide training program, wrote user manuals and delivered training. Managed the customer and commission databases, yearly account purge and archive, and wrote specifications for system enhancements and reporting requests. Great Western Investment Management Company Los Angeles, CA Project Analyst 1990 to 1992 Managed a client and field services unit responsible for trading account origination, documentation and compliance. Performed daily reconciliation of a multimillion-dollar trade netting account. Designed computer software applications for tracking account documentation. Trained staff on PC usage and data entry. Developed procedures for new products and services, designed management reports, and automated reconciliation tools. Investors Retirement and Management Company Carpinteria, CA Corporate Operations Supervisor 1989 to 1990 Managed a service unit that provided support to field representative and customers. Worked with school district payroll departments regarding payroll deductions, cash transmittals and regulatory requirements. Responsible for NASD administration and compliance including the registration of sales representatives, accounts Payable/Receivable and special payroll. Shearson Lehman Hutton Santa Barbara, CA Executive Sales Assistant 1988 to 1989 Performed portfolio analysis tracked margin calls, processed funds due notices and monitored securities transfers. Successfully implemented a Regional Occupation Intern program for the branch in conjunction with several universities. Wrote operating manuals for general office and compliance procedures. Performed trading as necessary. University of California Santa Barbara, CA Retails Sales Bookkeeper 1985 to 1988 Maintained totals of income generated from three retail units, including the main campus cafeteria. Produced sales reports, programmed computerized cash registers and trained new clerical personnel. Prepared manpower reports and analyzed staffing costs and revenues to identify more cost-effective staffing models. Other Experiences:   Teaching: Student Teacher, Santa Barbara High - Mathematics (1985) Jr. College Trigonometry Tutor (1982 to 1983) Math Tutor (1980 to 1982) Manufacturing: Inglenook Winery, Bottle Preparation Team (1988) Customer Service & Retail: Telephone & Towing Exchange, Santa Barbara, CA - Agent and Dispatcher (1989 to 1990) La Cumbre Country Club, Santa Barbara, CA - Food Service, Catering (1988 to 1989) Cancun Cantina, Santa Barbara, CA - Cocktail and Food Service (1986 to 1987) Alex's Cantina, Santa Barbara, CA - Hostess (1985) I.Magnin, Santa Barbara, CA - Retail Sales (1983 to 1984) Napa City County Library, Napa, CA - Librarian Assistant (1982 to 1983) The Grapevine Inn, Yountville, CA - Food Service (1980 to 1982) Website Design:   Develop and maintain www.bearistabears.com. A site for Starbucks Bearista Bear collectors. (2002 onward) Develop and maintain www.thgps.com. (This site) EDUCATION: Social Styles Seminar Burbank, CA Certificate of Completion 2003 University of California, John E. Anderson Graduate School of Management Los Angeles Certificate of Completion, Business Systems Planning Institute Series II 2001 University of California, John E. Anderson Graduate School of Management Los Angeles Certificate of Completion, Business Systems Planning Institute Series I 2000 WB MIS Technology Training - Business Modeling Workshop Burbank, CA Certificate of Completion 2001 University of California, Santa Barbara Santa Barbara, CA B.A. Sociology 1988 Stephen R Covey Inc. Scottsdale, AZ Certificate of Completion, Principle Centered Leadership Program 1998 Deloitte Consulting Training Scottsdale, AZ 80 hours per year business management, technology, project management and career development training. 1994 to 2000 LICENSES: Series 7   (1989): Full Registration, General Securities Representative Expired 1995 Series 63 (1989): Uniform Securities Agent State Law Exam Expired 1995 SOFTWARE: Word, PowerPoint, Excel, Publisher, Visio, Internet Explorer, Lotus Notes, Microsoft Money, Access, PictureIt!, FrontPage, Quicken, Quick Books and Customer Manager, Bill Quick, SnagIt, Paper Tiger Microsoft Exchange/Outlook, CC Mobile, America Online, Netscape, Yahoo! and Hotmail MSN Messenger and America Online Instant Messenger(AIM) ProForma - Process Modeling Tool SQA Team Test (Application Testing Software)   If you read this far, you deserve a treat. Here is a picture of me at my first job: taking toolbox orders for my Father's company.  Some items to note: I was 18 months old in this picture. I am no longer left handed thanks to Catholic School. My parents STILL have the same kitchen table and it is still in the same house I grew up in on Brown St. in Napa Thankfully, I have learned to only wear one outfit at a time.