1. Jennifer R. Crossthwaite
E-mail: firstname.lastname@example.org - Contact Phone: (775) 276-3500
AREAS OF EXPERTISE
Project Management – New Systems Implementation Leader - Strategic Planning - Operations Management – Supply
Chain Management - Change Management Capability Building - Customer Experience Management -Financial
Modeling – Systems Configurations -Regulatory Compliance - Contract Law - Solution-Oriented Problem Solving -
Benefits Realization Management - Effective Presenting Capacity Planning - Risk Management - Performance and
Learning Development - Value-added Leadership - Cost Containment - Agile Development Management -
Reorganization - Aggregate Planning - Restructuring - Quality Control
Microsoft’s Internal Document Manager System (DocManagement) - Expert SAP – Enterprise Resource Planning Software
(AX) – Oracle – Avaya – Microsoft Applications Expert (Excel, Access, PowerPoint, Word, Visio, Publisher, Project Manager) –
CRM SQL – Quality Assurance Software (CallCopy) – (MOO-Microsoft) -Total LMS/Total LCMS - Apricot
LIVE VIOLENCE FREE – SOUTH LAKE TAHOE, CA 2016-NOW
Live Violence Free is committed to promoting a violence free community through education and advocacy to address
domestic violence, sexual assault, and child abuse. Federal State and Local Grants fund the programs which have evolved
to include comprehensive services for survivors of violence; our dedication to survivors of violence is stronger than ever.
FISCAL DATA COORDINATOR/NEW SYSTEM SPECIAL PROJECTS MANAGER
Responsible as lead role on a new System Implementation Project Management Team (SIT) and configured new
Cloud-based system specifications tied to funding requirements including configuring agency forms, with Form
Logic, various virtual functionalities and built complex special connectivity features for ease-of-use and easy
reporting outcomes to manage and report all agency statistics required by various grantors.
Sponsor with analysis, ground work, reporting and Project management for initiatives including gathering
intelligence from conducting meetings to implement Apricot, to constructing design configurations, prior to
implementation, to outlining and communicating the essential data mapping design specifications to the Apricot
implementation team in order to launch a successful go-live date, to implementing and configuring all
specifications and training all staff.
Responsible for Run management (tracking any issues, bugs, change requests to work with business and software
engineering teams) systems and tools that are implemented and acted as point person to be aware of what is
going on with issues and will participate with users to make ensure that the bug prioritization and triaging is taken
care of, as well as, the program management being completed.
Continually performs strong analysis, project and reporting process and system analysis, to implement (problem
solving proposals to work on and come up with issues, how to solve, with best cost benefit analysis.
Executed expert Excel (and other MS Application) skills to produce qualitative and meaningful real-time reports.
Responsible to process agency’s payroll, bi-weekly, calculating deductions, leave accruals and uses, pay structures,
retirement and health benefit offerings; prepared weekly deposits; tracked donations; managed/paid all A/P.
THE STATE OF NEVADA PUBLIC EMPLOYEES’ BENEFITS PROGRAM– CARSON CITY, NV 2012-2014
Participant and Employer contributions fund this public sector insurance offering program; a 9 member Governor -
appointed Board of Directors ensures fiduciary responsibly to design and manage a quality health care program for
approximately 43,000 primary participants and their dependents, totaling over 70,000 lives.
MANAGEMENT ANAYLST I
Delivered business intelligence analytics from multiple amalgamated data-points to streamline efficiencies and
Increased quality assurance measures by 85% during reorganization by developing Work Performance Standards
and tangible Metrics that tied directly to annual reviews (beforehand no viable standards in place)
2. Decreased telephone call abandonment rate from 26% to less than 1% (industry standard 3%) by developing a
Full-Time-Equivalency Capacity Metric and sustained and exceeded agency objectives
Ensured high volumes of documents pertaining to participant’s health records were stored and indexed correctly
and performed extensive searches daily to ensure quality, accuracy, and federal compliance were met.
Improved agency’s Case Management Process to comply with policy to close CRM Cases within a 60 day window
by designing and implementing new CRM system queries and supplemental reports provided weekly to Chief
Operations Officer, division managers and supervisors that led to improve Case-Closed rate from 84% to 99%
Achieved target to fully institute a quality assurance program with Work Performance Standards and Metrics
showing impacts of corrective actions of 18% in less than 30 days and creating and maintaining reports thereafter
to continue improvements and all impacts of performance with Metrics from all points of process (supply chain –
activation of health care offerings to the billing of participants and changes made at Open Enrollments)
Improved telephone call wait times from over 1.5 hours (2011’s Open Enrollment) to a sustained under 4 minute
wait time, decreasing inefficiencies without increasing costs, through implementing improved capacity planning
Achieved removal of 2 underperformers, by enforcing Performance Standards substantiating corrective actions
THE STATE OF NEVADA DEPARTMENTOF TAXATION – RENO, NV 2010-2012
State run taxation agency aims to provide fair, efficient and effective administration of Tax Programs for the State of
Nevada in accordance with applicable statutes, regulations and policies. Serve the Taxpayers, State and Local Government
Entities; and enable and recognize Department employees.
AUDIT TEAM ADMINISTRATIVE ASSISTANT/TRAINER
Increased annual number of audits billed by 35% working on special projects team assigned to present cost
containment and staff capacity gains from proposed project to streamline audit process to be paperless
Reduced staff costs by $25,000 by performing so efficiently one part-time position was eliminated
Performed extensive queries and searches of stored data connected to local state businesses
Introduced MS software upgrade and trained audit team on time-saving-error reducing functions available in
Excel such as, VLOOKUP; PivotTables and provided additional tutorials (Outlook, Word, Access, PowerPoint)
that led to a 35% output increase of billable audits by streamlining work flow to be more efficient
Removed antiquated New Business Compliance Verification process to ensure new businesses, published in
Northern Nevada Business Weekly, were also registered with Taxation by modernizing process with current data
analysis techniques and technology applied to retrieving data directly from website into spreadsheets for more
solid analysis, tracking and reporting that led to a 65% increase in outgoing notifications to newly licensed
businesses determined to not be registered with the Department of Taxation
MICROSOFTLICENSING, GP– RENO, NV VIA KELLY SERVICES 2005-2008
Original Equipment Manufacturer Operations is a worldwide organization partnering and supporting the Original
Equipment Manufacturer Sales segment with a vision to deliver on the promise of One Great Experience. OEM Operations
support the Royalty, System Builder Channel and Original Equipment Manufacturer Embedded Devices channels via
License Creation and Routing, Agreement Activation and Maintenance, Ordering and Fulfillment, Invoicing and Credit and
Collections from two Regional Operating Centers: Microsoft Licensing, GP located in Reno, NV with additional resources in
Japan and China and Microsoft Ireland Original Equipment Manufacturer Licensing located in Dublin, Ireland.
OEM CONTRACT & REVENUE MANAGER
Reconciled multiple high-dollar accounts monthly and met month-end accounting goals to collect revenues.
Executed timely and precise logistical execution needed for shipments of COAS to global OEMS by inputting into
SAP thousands of product SKUs, prices, discounts, terms, shipping and billing details
Activated and managed revenue contracts and invoices generated on licensing royalties in accurate, timely and
Maintained, distributed, and created detailed reports tracking all details of shipments and billings associated with
shipments for such things as amendments, modifications, and financial adjustments in a productive efficient
manner in SAP with no errors.
Facilitated seamless communication and interfaces (typically via emails) with global OEM customers to ensure
smooth running of all logistical information associated with multi-billion dollar licensing shipments.
3. Proactively communicated with internal team, other team program managers and global clients daily in the most
professional constructive manner to ensure top-notch service, training and management of contracts were
smooth running under federal SOX audit standards and internal metrics.
Increased team capacity 7% by rapidly mastering complex contract activation process, SAP system and was a top
performer, graded on Metrics, compliant to SOX Audit Regulations, which led to a promotion to team trainer and
“owner” of 3 of Microsoft’s top ten revenue generators including (Lenovo $1.6 Billion in revenue 2006, Fujitsu,
XEROX– WILSONVILLE, OR 2004-2005
RETURNED MATERIALS CLAIMS ADJUDICATOR
World’s leading enterprise for business process and document management providing end-to-end solutions, from back
office support to the printed page.
Increased charge-back letter outputs by 5% by working more diligently and efficiently than past employees and
from documenting all work processes from the onset
Decreased returned receivables by 4% by substantiating denial of claims by proving shipments in question were
shipped and received and by continual clear communications between US Distributors, logistics organizations and
other Xerox plants nationwide
Oversaw smooth running of logistics by continually working on return claims to track back all pertainent shipping
details either substantiate, one way or another, if a credit or charge back was the outcome and processed those
outcomes by performing needed financial adjustments accordingly.
Improved RMA claim approval/denial process by coordinating, communicating and collaborating professionally
and urgently with all parties along supply chain to facilitate rapid returns on shipping documentation to
substantiate whether or not a claim was approved
Masters of Business Administration (MBA) – Morrison University – State of Nevada
(Magna Cum Laude, 2014)
Bachelor of Science Business Management (BSBM) – University of Phoenix – State of Nevada (Honors -2008)
Microsoft Applications System Specialist – New Horizons – Reno, Nevada
(Completed advanced series of coursework in Excel, Word, Access, PowerPoint and Outlook -2010)