Shannell Y Richards 501 Ridgegate Drive * Garland, Texas 75040 (972) 675-5505 home * (214) 454-3985 cell * shannell.y.richards@hp.

com QUALIFICATIONS Possesses over 20 years of successful experience within all areas of Customer Se rvice (with a reputation for service, satisfaction, and results), planning, deve loping, evaluation, and implementation of new business processes, logistics, inv entory control management quality control, project management, project coordinat or, training, inside and outside sales, technical writing, and accounts receivab les/payables. Utilizes a strong creative ability, as well as outstanding commun ication and leadership skills to develop and direct teams in achieving organizat ional objectives. Expertise in medical claim processing from submission to payme nt. Regularly regarded as a key resource and problem solver. Comprehensive knowl edge and understanding of management concept, principles, methods, practices, an alytical analysis, and processes to support the coordination of projects. Thorou gh knowledge of the full range of principles, concepts, methodology associated w ith project management. Ability to communicate effectively, both orally and in w riting with a variety of audiences at all levels. SCOPE OF MASTERY Training & Development * Healthcare (Provider and Payer) * Communications * ROI reports Product Development * Employee Management * Strategic Planning * Customer Serv ice Project Coordinator * Project Management * Process Improvement * Accounts Payab le Accounts Receivables * Account Management * Crystal Reports * Technical Writing Earned Value Management (EVM) * Business Design * Functional Requirements TECHNICAL PROFICIENCIES Microsoft Office * Windows * UNET * Diamond * Peradigm * XCelys * PeopleSoft * Q uicken * Peachtree Accounting * SQL&PL/SQL * Medical Manager * MS Project * Lot us Notes * Oracle * Citrix * UNIX * BMC Remedy * Adobe * Visio * PM100 * PM200 * PM300 * ClearQuest * MetaVance * Caliber RM * Edge Customer Relationship Management (CRM) * SharePoint * Subject Matter Expert (SME ) * EDI * ICD 9/10 HIPPA * 835/837 * ERA/ASB * 4010/5010 * 277/276 * Customer Ma nagement System (CMS/ICMS) Code Sets * Membership * Billing * Finance * Clearinghouse * Correspondence * XC laim * XDirect XReport * ABN XDM * Contract Manager (Accuro) * MetaVance * Cali ber RM * Web InterChange PROJECT MANAGEMENT * Thorough knowledge of the full range of principles, concepts, methodology associated with Project Management including conversion, configuration and implementation. * Produced technical, business and economic feasibility studies for project ideas * Planned project progress (define sub goals, milestones and tasks, time and resource planning) * Managed project personnel responsible for implementation of the project tasks (hold and chair regular works meetings, motivate staff, manage conflicts and crises) * Monitored project progress and success (assess risks and hazards

to the success of the project and take appropriate measures for avoidance) * Documented project progress (project file, project log), hand over project results, draw up final project report * Presented and document interim results, cooperate with management, customers and steering * committees, carry out reviews. * Analyzed and process the project experiences (best/worst practice) * Ability to motivate others at all levels in the achievement of the organizational goals * Excellent analytical and problem solving skills * Defined data goals, objectives, strategies and standards * Recognized and develop recommendations of potential new work * Experienced in analyzing and streamlining systems to increase productivity * Ability to prioritize a broad range of responsibilities efficiently and effectively * Developed quotes, bids and proposals for various businesses (RFI and RFP submission and response) resume continues Shannell Y Richards Page Two (972) 675-5505 home * (214) 454-3985 cell * shannell.y.richards@hp.com MANAGEMENT & TRAINING * Several years experience as Manager: scheduling and conducting training, maintaining work schedules, performance reviews quarterly and annually * Several years experience in screening, processing and hiring new employees. Maintained employee relations, training, benefits, counseling, weekly schedules, coordination of employee activitie s, and wage and salary administration * Developed and maintained a working relationship with multiple offices with respect to input required for multiple projects * Provided direction or works in conjunction with and provides support to on-going teams * Experience in operations and training of employees, measured pre and post training performance to validate effectiveness of training * Analyzed individual, team and organizational skill and knowledge gaps, developed and conducted classroom and web-based training * Established and maintained compliance with project budgets * Worked with internal and external clients to organize the various components needed to initiate, run and conclude major projects * Coordinated schedules and activities, placing orders for supplies and services, and tracking progress and results CAREER SUMMARY HP May 2010 to Present * Act as a liaison between client and technical groups in order to elicit, analyze, communicate and validate business and functiona l requirements in support of business channels * Lead requirements management and change management processes.

* Recommend and coordinated the development, of requirements for business systems, processes, and products. * Performed end-to-end review of new business additions and changes. * Assisted in gathering all data pertinent to implementation. * Conducted, facilitated or scribed client-on-site and web based meetings. * Coordinated bi-weekly meetings with team members to review and train any new issues. * Provide weekly status reports to customers, management team, and internal staff. * Knowledge of industry and systems concepts within all levels of a Healthcare Organization. KEY SKILLS: Microsoft Office * Windows * SQL&PL/SQL * Caliber RM * Adobe * Visio * PM100 * PM200 * PM300 * SharePoint * Subject Matter Expert (SME) * EDI * ICD 9/10* HIPPA * 835/837 * ERA/ASB * 4010/5010 * 277/276 * Edge * MetaVance * Produ ct Development * Client Service * Strategic Planning * Business Design * Funct ional Requirements * Facilitator * Scribe * Edifiecs * WebInterchange MedAssets August 2009 to May 2010 * Identifies expertise and skills required for project implementation and obtains and manages appropriate contracted resources necessary for successful project completion. * Responsible for issue recognition, identification and application of appropriate resources necessary to resolve issues, status reporting, and overall management of issues through resolution. * Actively participates in the development and implementation of internal processes and procedures to support solution/service deployment, and customer relationship management. * Assists in gathering all data pertinent to implementation. * Researches client issues and provides feedback and resolution. * Prepares accurate client monthly reports and other client reports. * Conducts client-on-site and web based training. * Knowledgeable of internal control responsibilities through training and instruction. * Ensures the successful completion of quality product and solution implementations utilizing strong leadership, project and resourc e management skills. * Manage project scope, timeline, and project profitability. * Set and manage customer expectations. resume continues Shannell Y Richards Page Three (972) 675-5505 home * (214) 454-3985 cell * shannell.y.richards@hp.com MedAssets con't August 2009 to May 2010 * Knowledgeable regarding healthcare reimbursement, contract management and patient financial services, and requirements of products to understand feasibility of solutions and offer recommendations. * Provide weekly status reports to customers, management team, and internal staff. * Knowledge of industry and systems concepts within all levels of a Healthcare Organization. KEY SKILLS: Microsoft Office * Windows * SQL&PL/SQL * BMC Remedy * Adobe * Visio PM100 * PM200 * PM300 * Customer Relationship Management (CRM) * SharePoint * Subject Matter Expert (SME) * EDI * ICD HIPPA * 835/837 * ERA/ASB * 4010/5010 * 277/276 * Customer Management System (CMS/ICMS) XClaim * XDirect * XReport * AB N * XDM * Contract Manager (Accuro) Training & Development * Product Development * ROI reports * Client Service * St

rategic Planning Client Service * Project Coordinator * Project Management * Pro cess Improvement * Account Management * Crystal Reports * Technical Writing (FS, CCF, ASR, SRS, and SOW) * Earned Value Management (EVM) * Facilitator * Scribe Perot Systems December 2005 to May 2009 * Provided business analysis in support of the development of new business and/or process improvements. Including coordination, planning, evaluation, analysis, documentation of requirements, and translation of each project. * Subject Matter Expert (SME) formulated and defined project scope and objectives based on client needs and a thorough understanding of business systems, applications and industry requirements. * Conducted need and gap analysis and provided technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet client needs. * Ensured that documentation is updated when change requests are approved for the project. * Developed detailed implementation and upgrade project plans in conjunction with other account team associates. * Classified problems as system, training, or process and recommends corrections. * Reviewed project test plans and system tests modules before implementation and reviews end-user documentation (user guide, process flow charts, and training materials) for accuracy. * Facilitated user acceptance workshops to identify requirements for acceptance test plans. * Worked with the client to select or create appropriate scenarios to test all results to determine whether changes meet project specifications; using scenarios to assist the client in acceptan ce testing. * Developed quotes, bids and proposals (RFI and RFP submission and response). * Evaluated and translated client's needs and problems. * Taught clients new technology and enhancements using all appropriate communication tools as well as providing support for existing procedures. * Monitored production performance. KEY SKILLS: Microsoft Office * Windows * Diamond * Peradigm * Xcelys * PeopleSof t SQL&PL/SQL * MS Project * Lotus Notes * Oracle * Citrix * UNIX * BMC Remedy * Adobe * Visio PM100 * PM200 * PM300 * JavaScript * Clearquest * Subject Matt er Expert (SME) * EDI ICD * HIPPA 835/837 * ERA/ASB * 4010* 277/276 * Customer Management System (CMS/ICMS) * Customer Relationship Management (CRM) * Trainin g & Development * ROI reports * Product Development Employee Management * Strategic Planning * Customer Service * Project Coordinat or * Project Management * Process Improvement * Account Management * Crystal Rep orts * Technical Writing (FS, CCF, ASR, SRS, SOW) * Earned Value Management (EV M) * Facilitator * Scribe United Healthcare May 2002 to December 2005 * Installed contracts into systems, Subject Matter Expert (SME). * Audited contract installations and performed testing. * Performed contract research. Scheduled work group calls to customers. * Maintained relationships with current customers and initiated new relationships with potential business partners. resume continues

Shannell Y Richards Page Four (972) 675-5505 home * (214) 454-3985 cell * shannell.y.richards@hp.com United Healthcare con't May 2002 to December 2005 * Focal point for department for policy and procedure updates, scheduled and performed training as needed. * Responsible for providing support to new trainees through mentoring, observation, and feedback. * Assisted in the design of instructional workbook materials used in training including hands-on experiences, worksheets, course objectives, and course agendas. * Developed quotes, bids and proposals (RFI and RFP submission and response). * Created documentation for new versions of products and new products, reported bugs to R&D, developed a "wish list" of produ ct enhancements, and reported back to R&D on problem areas for users. * Technical resource to business partners and co-workers, development and improvement of existing processes, tools and procedures. * Provided support to internal/ external customers, and team members. KEY SKILLS: Microsoft Office * Windows * SQL&PL/SQL * Lotus Notes * UNIX * BMC Remedy * Adobe Dreamweaver * RoboHelp * Subject Matter Expert (SME) * ICD * HI PPA * 835/837 Customer Management System (CMS/ICMS) * Training & Development * Product Development * Employee Management * Strategic Planning * Customer Ser vice * Project Coordinator * Process Improvement Account Management * Crystal Reports * Technical Writing (FS, CCF, ASR, SRS, SOW) * Facilitator Scribe Primacare Feb 1999 to May 2001 * Verified insurance coverage and process charges, payments and posting charges, payments as well as reconciliation of daily reports, preparation of bank deposit. * Responded and addressed patient complaints. * Contributed to project team meetings. * Conducted 100% audit of work performed by new hires. * Developed tailored lesson plans and handouts, as well as created practical exe rcise materials to facilitate training KEY SKILLS: Microsoft Office * Windows * Medical Manager * Adobe * Visio * Dream weaver * JavaScript * Training & Development * Employee Management * Strategic P lanning * Customer Service * Process Improvement * Accounts Receivables Plants By Frieda Jul 1999 to May 2001 * Responsible for management and training/development of staff to include selection, mentoring, coaching, performance management and assessment, and rewards and recognition. * Provided one on one training/ coaching to trainees to support training & department initiatives. * Produced and maintained internal training manuals and forms. * Processed and reconciled daily Accounts Payable/Receivable and other financial transactions to include payroll. * Performed activities to support month end close and billing cycle. * Developed quotes, bids and proposals (RFI and RFP submission and response). KEY SKILLS: Microsoft Office * Windows * Quicken * Peachtree Accounting * SQL&PL /SQL Adobe * Visio * Dreamweaver * RoboHelp * Training & Development * Product D evelopment * Employee Management * Customer Service * Project Coordinator * Proj ect Management * Process Improvement * Accounts Payable * Accounts Receivables * Account Management * Crystal Reports

DESA, Inc Oct 1997 to Jun 1999 * Lead the assessment and prioritization of training and development. * Designed, developed and delivered training programs and learning experiences to all levels of associates. * Facilitated orientation program for new associates to include logistics business training programs. * Developed appropriate metrics and reporting to benchmark the value of training activities. * Create documentation for new versions of products and new products, report bugs to R&D, develop a "wish list" of product enhancements, and report back to R&D on problem areas for users. resume continues Shannell Y Richards Page Five (972) 675-5505 home * (214) 454-3985 cell * shannell.y.richards@hp.com DESA, Inc con't Oct 1997 to Jun 1999 * Central point of contact for base information worldwide. * Monitored and recorded all mission essential information. * Distributed highly sensitive information to classified areas. * Responsible for administration support for three military installations. KEY SKILLS: Microsoft Office * Windows * PeopleSoft * SQL&PL/SQL * Citrix * BMC Remedy * Adobe * Visio * Dreamweaver * RoboHelp * JavaScript * Oracle * UNIX * S ubject Matter Expert (SME) * Training & Development * Healthcare * Communication s * ROI reports * Product Development Employee Management * Customer Service * Project Coordinator * Project Management * Process Improvement * Crystal Repo rts Compunet Apr 1994 to Oct 1997 Delivered training to sales and presales personnel. Developed course materials for new training initiatives. Developed/Managed new hire and other sales training programs. Processed and reconciled daily Accounts Payable/Receivable and other financial transactions to include payroll. * Performed activities to support month end close and billing cycle. * Developed quotes, bids and proposals (RFI and RFP submission and response). KEY SKILLS: Microsoft Office * Windows * Quicken * SQL&PL/SQL * Citrix * BMC Rem edy Adobe * Visio * Dreamweaver * RoboHelp * JavaScript * Oracle * UNIX * Subje ct Matter Expert (SME) Training & Development * ROI reports * Product Developmen t * Employee Management * Customer Service * Project Coordinator * Project Ma nagement * Process Improvement * Crystal Reports *Technical Writing (FS, CCF, AS R, SRS, SOW) * * * * Clients The Washington Hospital * Lexington Hospital * Akron General Hospital * Sharon R egional * Roxborough Memorial Hospital * Robert Wood Johnson University Hospital * Warren General Hospital * Hoboken University Medical Center * Southern Ocean County Hospital * Christ Hospital * Bayshore Community Hospital * St. Luke's Hea lthcare * St. Vincent's Hospital * Denver Health * United Health Group * Cigna Kaiser Permanente * Wellcare * WellPoint * Aetna * Amerigroup VOLUNTEER EXPERIENCE Garland All-stars * Garland Volleyball Association * Garland Youth Soccer * Girl Scouts

USAF Hospital Volunteer * Garland Cheer /Dance Team Director * Garland Fire Depa rtment Auxiliary Project Santa * Webb Middle School PTA Board Member * Naaman Fo rest Booster Club Member EDUCATION * Armwood Senior High 1986-1989 * Hillsborough Community College 1989-1990 * University of South Carolina 1997-1999