Losie_Debra 8-15

DEBRA LOSIÉ
25537 Arden Park Drive, Farmington Hills, MI 48336  313 702 3145  dlosie@me.com
CAREER SUMMARY
 Proficient at initiating, planning, executing, controlling
and closing projects of different sizes and complexity
 Knowledgeable with segmentation models based on
common characteristics including customer type,
purchase history, behavior and demographics
 Experienced in developing data mining techniques to
support Customer Behavioral Modeling & Cohort Analysis
 Skilled at creating Business Cases to obtain adequate
funding for strategic initiatives
 Extensive experience with lead management, campaign
management and online shopping tools
 Experience with CRM applications including Pega and
Salesforce.com
 Experience at defining and tracking ROI and KPIs
 Experienced at defining project definitions, functional
requirements and scope
 Skilled at understanding the big picture and creating and
managing a detailed project plan to achieve desired
results
 Outstanding verbal and written communication skills
 Creative, quick thinker who is capable of working under
tight deadlines
 Able to work successfully in a team or alone
 Experienced at working remotely with offshore resources
 Broad experience within the automotive and healthcare
industries
 Advanced PC skills including MS Office, MS Project, MS
Access, Business Objects, and Visio
PROFESSIONAL EXPERIENCE
Health Alliance Plan (HAP), Southfield, Michigan May 2011 – June 2015
CRM Implementation Manager (Senior Project Manager)
Accountable for:
 Leading corporate strategic CRM initiatives, such as the configuration and deployment of a Pega CRM tool corporate-
wide; the design and deployment of a Direct Online Enrollment solution for individual members and small groups; and
the creation of an online member preference center. My responsibilities included:
• Developing comprehensive business cases to support leadership requests for funding;
• Identifying and mitigating gaps in the end-to-end process that could lead to an unsuccessful user experience or
engagement;
• Managing all financial aspects of the project, such as budgets, expenditures, return-on-investment and profit-loss
projections;
• Leading the RFP process in identifying, selecting and negotiating contracts with vendors and consultants to procure
technical services and software;
• Working closely with the Chief Compliance Officer and legal counsel to ensure there are no breaches to security,
HIPPA or DOL regulations;
• Managing project execution to ensure adherence to budget, schedule, and scope;
• Performing risk assessments with impact analysis and developing mitigation and contingency strategies;
• Defining metrics to track success against Business Cases;
• Regular reporting of status, risks and issues to senior leadership.
 Defining a 5-year CRM roadmap covering digital strategy, lead management, customer service, campaign management,
retention and analytics.
 Supporting Employee Engagement through regular communications to staff and leadership.
 Screening and interviewing Project Manager Applicants.
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DEBRA LOSIÉ
Digitas, a Publicis Groupe Company, Detroit, Michigan July 2007 – May 2011
Technology Manager, Internet Solutions
Responsibilities included:
 Managing all project related details and planning for all CCA digital projects (GM Service and Parts Operations), including:
• Working with multiple vendors and partners to rebrand Goodwrench.com and the integration of GM Certified Service
into the brand sites including enhancements to lead generation and processing;
• Identifying and mitigating project risks for all 5 brands within the CCA portfolio;
• Planning resource allocations and managing the digital budget;
• Directing offshore production team to ensure the timely and quality delivery of all online advertising, site
enhancements and email campaigns across the 5 brands;
• Identifying and executing process improvements that save time and protect margins.
 Serving as a Consultant and Business Analyst on the project to rebrand GMAC’s website to Ally Bank, this included:
• Successfully coordinating with GMAC stakeholders and other third party vendors to prioritize requirements to ensure
enhancements could be produced within scope and budget;
• Creating all use cases and project requirement documents.
 Managing GM’s requirements and prioritization for the Master Divisional Site (a master code base/ template for all GM
brand websites) from its initial launch through ongoing enhancements, this included:
• Successfully coordinating with GM and Digitas stakeholders to prioritize requirements;
• Collaborating with multiple vendors to determine and enhance numerous web services to ensure adequate support of
online shopping tools and other key website functionality;
• Creating and executing all project related activities for ongoing template releases;
• Developing and executing process improvements including master site testing procedures, scope documentation, and
legal approval procedures;
• Defining and implementing multiple tools to assist brand teams in implementing the templates, including an asset
tracker; master project plans; master test plans and cases; and documentation regarding best practices;
• Coordinating with multiple resources at General Motors to create a master document that defines the data sources
and relationships between all GM systems that ultimately feed the web services that support GM website
functionality.
Other competencies:
 Served as the subject matter expert for MS project. In this capacity, I conducted MS project training for less experienced
Project Managers and other Digitas employees and functioned as the go-to person for all questions and troubleshooting.
 Served as a member of the Junior Leadership Team. Members are selected by Detroit senior leadership for their initiative,
creativity, and leadership skills and were responsible for:
• Supporting senior leadership by providing insight and creative solutions for problems identified by the leadership
team;
• Identifying employee concerns and brainstorming solutions to present to senior leadership;
• Supporting training initiatives and employee knowledge transfer;
• Assisting Detroit employees in initiatives such as pro bono work.
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DEBRA LOSIÉ
Computer Consultants of America (CCI), Southfield, Michigan June 2005 – July 2007
Project Manager Consultant at Daimler Chrysler (Auburn Hills)
Responsibilities:
 All lead management activities; including defining and managing the process for prospecting and purchasing of quality
leads, and ensuring lead capitalization.
 All campaign management, including creating the metrics for measuring the performance of campaigns with regards to
the quality of leads generated.
 Managing the implementation of Salesforce.com, including:
• Defining the integration requirements;
• Leading the effort to purify and migrate the data from a home-grown data management solution;
• Conducting user training;
• Meeting adoption goals.
 Defining and creating a process and tool for cost and budget management.
 Identifying and implementing a long-term CRM and Campaign Management solution for the Fleet Group.
Interactive Business Solutions, Livonia, Michigan February 2005 – June 2005
Senior Business Analyst Consultant at Handleman Corporation (Troy)
Responsibilities:
 Creating a short-term effective solution to mitigate the risk of receiving a 13 digit UPC prior to Handleman being Sunrise
2005 compliant.
 Establishing a long-term plan to remediate Handleman’s extensive and complex technological environment to be GTIN
compliant.
 Coordinating with multiple disunited company executives, decision makers, technical and department SMEs and
contractors.
Michigan Conference of Teamsters Welfare Fund, Detroit, Michigan March 2002 - January 2005
Information Systems Project Manager
Responsibilities:
 Revamping the Information Technology department, improving user perceptions, turnaround time and department
flexibility.
 The project management, business and functional requirements of all information systems. This included:
• Defining business specifications for new functionality and managing the execution of all project work including
complex reports for senior executives and directors;
• Managing the IT staff and work flow, including implementing performance evaluations;
• Strategizing the growth of the Fund and improvements to customer responsiveness and service;
• Determining a practical IT solution for user problems; recognizing interrelationships of problems and their relationship
to business needs.
 Projects included:
• Development of a new more flexible billing and eligibility system to replace a mainframe system;
• Conversion of mainframe billing and claim data including a claims repository for all processed claims;
• Creating a single portal of parameterized reports so management could access and manipulate data quickly
• Identifying and mitigating data security risks;
• Establishing Electronic Fund Transfer;
• Ensuring HIPAA compliancy including: the de-identification of member contract numbers; Cobra Notices and
Certificate of Credible Insurance modifications; and improvements in file transfer security.
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DEBRA LOSIÉ
Visual Services, Inc, Bloomfield Hills, Michigan October 1997-March 2002
Information Systems Project Manager June 2001 – March 2002
Responsible for the business and functional requirements of internal systems. Specific projects and accomplishments
included:
 All aspects of a company-wide online timesheet system including: front-end intranet site design and testing; back-end
system integration with a Great Plains database; reporting; training; development of an ongoing user support strategy
and extensive quality control of General Ledger affect and accuracy.
 All aspects of an online Purchase Order system including: coordinating with a third party vendor to design and code an
application based on feedback solicited from multiple, disunited parties within Visual Services; reporting; training;
development of an ongoing user support strategy and extensive quality control of General Ledger affect and accuracy.
 Managing and designing an online Job Authorization form including extensive coordination between disjointed
departments within the organization.
Information Systems Development Manager December 1999 - June 2001
Responsible for the technology and application development to support Lead Management, Customer Loyalty and Event
Management programs. Accountable for:
Lead management
• GM's AutoShow in Motion and
TruckShow in Motion follow-up
• Volvo's personal shopper
Customer Loyalty
• VW club
• Audi retention
• Ford F150 customer retention
Event Management
• GM's AutoShow in Motion
• Lexus' Dealer Training Events
Specific areas of responsibility included:
 Managing a team of system analysts, business analysts and programmers in the development of technology relating to
client needs, including: the defining and coding of Informix based databases; internet pages; and interactive voice
recognition software.
 Representing VSI as the subject matter expert for Lead Management, Customer Loyalty, and Event Management
programs.
 Developing and managing financial tools for the Information Systems department to address new and ongoing business
opportunities.
Customer Service Support Director March 1999 - December 1999
Responsible for the setup and ongoing operations of numerous General Motors’ programs within Customer Connect Center,
including:
 OnStar's lead management and fulfillment program;
 General Motors’ GMDriversite website and customer call center support;
 General Motors’ Privileges for GM card customer support and fulfillment;
 General Motors’ AutoShow in Motion and TruckShow in Motion post event customer and dealer confirmation hotline and
fulfillment;
 Entertainment Publication's customer support and order hotline.
Specific responsibilities included:
 Directing a team of business analysts, program managers, call center operators and administrative staff in the
development and ongoing operation of customer service based programs, including French and Spanish language
programs.
 Quoting and managing Customer Service Support budgets for new and ongoing business.
Customer Service Support Business Analyst October 1997 - March 1999
Responsible for the development of new programs and modifications to existing programs. Accountable for:
 General Motors’ AutoShow in Motion and Corvette consumer event
 Pontiac, Chevrolet and Cadillac dealer training events
 Lexus spring and fall dealer training events
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DEBRA LOSIÉ
 Lexus consumer events
 Visteon capability tour
 Defining functional requirements, reporting and quality control procedures for assigned projects.
 Managing a parameter based, cost effective system to execute all “Ride and Drive” programs. Deliverables included:
standardized reports; direct mail; internet pages; interactive voice recognition; onsite registration systems, and post-
program tracking of program impact.
 Developing and tracking Customer Service Support program assumptions and quotes for new and ongoing business.
 Coordinating the development of training materials and facilitation of training for all Customer Service Support
personnel.
Other responsibilities:
In addition to fulfilling my job assignments, I initiated and managed numerous special projects, including:
 Defining and coding a new quote model and assumptions template designed to assist Customer Service Support, New
Media and Information Systems in quoting accurately and efficiently.
 Creating an Information Systems internal price list of services.
 Initiating, developing and facilitating “using Excel effectively” training for other employees.
 Troubleshooting problematic programs and initiating quality control procedures.
PMH Caramanning, Inc., Farmington Hills, Michigan March 1996 – October 1997
Project Manager March 1997 - October 1997
Responsible for seminars on behalf of Digital Networking, including:
 Budget development, management, and forecasting.
 Principal client contact and manager.
 Advertising and Market research.
Project Manager March 1996 - March 1997
Responsible for European related aspects of a worldwide Accreditation and Certification program for Digital Networking,
including:
 Overseeing the operations team and system programmers.
 Defining the parameters for accreditation.
 Production and placement of all European program materials, including copy writing, proofreading, and language
translation.
 The implementation of launch event logistics in Europe.
 Primary contact for European clients.
 Monitoring program budget and associated client billings.
Squires Homes, Inc, Charleston, South Carolina August 1995 - March 1996
Sales and Marketing Coordinator
 Approving and evaluating the effectiveness of all marketing collateral.
 Writing copy for all customer letters and advertising flyers.
 Developing and maintaining a tracking system for prospects and buyers.
 Coordinating all aspects of annual marketing budgets.
Ross Roy Communications, Inc., Bloomfield Hills, Michigan October 1994 – August 1995
Assistant Account Executive May 1995 - August 1995
 Establishing procedures and logistics for piloting the Customer One Commitment seminars domestically and
internationally.
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DEBRA LOSIÉ
 Coordinating the production, translation, cost, and placement of all the required training materials in European markets.
Traffic Coordinator October 1994 - May 1995
 Organizing the logistics for “train the trainer” sessions for international facilitators.
 Facilitating the creation, production, and placement of all European Awareness Promotional materials.
Baggeridge Brick, Inc., Dudley, England June 1989 - June 1990
Marketing Assistant Internship
 Handling a major revision to the product packaging.
 Coordinating and approving print materials.
 Managing the Sample Department.
 Organizing trade show exhibits and factory open houses.
EDUCATION
Aston University Birmingham, England
B.Sc., Managerial and Administrative Studies 1987 - 1991
 Major in Marketing and Market Research.
TECHNOLOGY EXPERIENCE
Experienced in all client/server and web based applications and databases, including:
 Creating and enhancing websites.
 Creating and tracking online advertising.
 Email production.
 Web strategy measurement activities including, AB and multivariate testing, Omniture tracking, and clicktags.
 Webservice integration.
 Database development, migration and enhancements.
 Lead Management tools.
 Campaign Management tools.
 Content Management tools.
 Advanced MS Office skills including Access and MS Project.
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Losie_Debra 8-15

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