TIFFANY NOELLE OLIVER	
(C) 313-454-8155		E-mail:  [Send email using form at bottom]

OBJECTIVE
Utilize analytical, communicational and organizational skills to ensure that
work processes are performed effectively.

EDUCATION
MS, Administration	 		Central Michigan University, Student
BA, Journalism	Wayne State University, 1992

PROFESSIONAL ACCOMPLISHMENTS
• Support Corporate-wide initiative work groups (i.e., PES Roles &
Responsibilities and PES Processes).
• 18 years of professional writing experience (business/grant proposals,
training materials and newsletters).
• 11 years of project management experience.
• Created Access database to track progress of Documentation, Design &
Development (DDD) products.  Database contains numerous queries and 17 reports to
validate work performed in Local, NASCO and Maintenance and Distribution units
within DDD.
• Conducted benchmark study entitled, “Best in Practice: Customer Care” to
support the overall Customer Care Process.
• Organized two Visteon Customer Care Process (VCCP) Global Focus Group
Seminars:  Dearborn, MI and Cologne, Germany.

COMPUTER SKILLS
Windows XP	Lotus Notes 4.0	Microsoft Word	Basic HTML 4.0
WordPerfect 6.1	Lotus 1-2-3	Quatro Pro 5.0	RoboHelp
PageMaker 5.0	FrameMaker 2.0	Microsoft Publisher 2.0	Access
Micrografx ABC Flowcharter 6.0     	Visio Basics 5.0
Preference Win. 3270	PROFS
ALGS	PowerPoint
OLRX	Outlook	Excel	Photoshop 7.0

EXPERIENCE
Blue Cross and Blue Shield of Michigan – Detroit, MI
Marketing Compliance								1/2008 – Present
Compliance Product Analyst
• Assist in the development, coordination, and implementation of
methods/procedures to ensure that all sales, marketing, promotion and operational
documents, and activities, are compliant with CMS deadlines and regulations.
• Read/interpret documents such as laws, CMS regulations, administrative
instructions and/or manuals to support corporate strategic plans, and to prepare
required CMS documents.
• Assist all internal Federal Programs Business Unit (FPBU) and corporate
departments to ensure appropriate communication and implementation of CMS
regulations.
• Write, revise, and maintain documents related to the sale and marketing of
Medicare Advantage products and submit the materials for approval through the CMS
and FPBU processes, within the mandated deadlines.
EXPERIENCE, continued
Marketing Compliance							
Compliance Product Analyst
• Assist with maintenance of the Medicare Advantage Web Site related to the sale
and marketing of Medicare Advantage products.
• Prepare and present scripts, speeches, presentations, reports, and
recommendations to management and coordinate the filing of regulatory forms,
reports, etc.

BlueCard Claims			9/2006 – 1/2008
Team Leader I – Quality Assurance
• Supervise, coordinate, direct and monitor staff activities to ensure prompt,
courteous and accurate response to customers; ensure an efficient and qualitative
operation through effective planning, leading, controlling and organizing.
• Prioritize and assign work to employees and initiate corrective measures to
resolve problems including scheduling or adjusting overtime requirements as
necessary.
• Select, train, develop, appraise and counsel support staff personnel.
• Interface with diverse levels of internal and external personnel to develop
and maintain effective rapport and to resolve issues and inquiries.
• Monitor and analyze proficiency and quality efforts of subordinate personnel.
• Administer and adhere to Corporate and Departmental policies, practices and
procedures, including union contract administration.
• Recommend and implement new or improved systems which will enhance or expedite
work. 

Operational Training and Development			1/2006 – 9/2006
Analyst – Instructional Developer
• Support internal initiatives to include large-scale cross-client/brand
projects and drive to Web campaigns.
• Work with management and web development team in developing new business
initiatives and new processes.
• Work collaboratively with Multi-media to manipulate digital images used in a
web application program for computer based training (CBT).

Documentation, Design and Development				10/1999 – 12/2005
Analyst – Instructional Developer
• Conduct front-end analysis and develop general specifications for
documentation.
• Provide effective/efficient solutions to business problems and effectively
communicate recommendations to all levels of employees.
• Develop, write and produce electronic and hard copy communications including
Web help files to assist claims processing and inquiry areas.
• Create and revise Local – Facility and Professional claims processing review
codes for both Corporate Facility/Professional departments and other areas
(BlueCard, DVH, Master Medical, MCOB and State of Michigan).
• Plan, coordinate, develop and implement approved projects that are divisional
and/or corporate in scope.
• Manage interactive Dental project and work with internal clients to gather
data and to create detailed project plans.
 
EXPERIENCE, continued
Visteon Automotive Systems (Manpower) – Dearborn, MI, 		2/1998 – 10/1999
Global Program Manager/Technical Writer, Visteon Customer Care Process (VCCP)
• Conducted benchmark study entitled, “Best in Practice: Customer Care” to
support the overall Customer Care Process at Visteon Automotive.
• Coordinate development of workshops, training sessions and scheduling of VCCP
Program.
• Provide tracking and follow-up of all program cost/timing issues.
• Issue program status reports and program updates.
• Primary interface for all vendors/purchasing activities.
• Assist Business Managers with day to day program issues/information support. 
• Provide follow-up to Business Managers on VCCP implementation status in
preparation for Validation reviews.
• Monitor, update and distribute Business Managers matrix to all concerned
parties.
• Plan, schedule and coordinate Engineering review meetings aimed at developing
engineering rollout and workshops. 
• Assist in the preparation of VCCP Management presentations and reviews.  
• Develop custom training materials, related documentation and provide timely
accurate reports of project status.
• Conducted benchmark study entitled, “Best in Practice: Customer Care” to
support the overall Customer Care Process.
• Develop VCCP training materials for New Employee Orientation.  
• Oversee VCCP Web page design, development and maintenance.

General Motors’s Delphi Interior & Lighting (Manpower) – Troy, MI
Quality Document Coordinator						04/1997 – 10/1997
• Edited and revised Delphi’s ’97 QS9000 Quality Manual.
• Enhanced the way in which, Delphi Interior & Lighting’s Customer Support
Engineers reported weekly product issues and/or discrepancies by making it easier
to understand and with a 24-hour turn around time.


 
PROFESSIONAL AFFILIATIONS
Blues Political Action Committee (PAC)
March 2004 to Present
Member	American Society of Training & Development (ASTD)
November 2001 to 2002
VP, Communication 

National Manager’s Association (NMA)
November 2000 to Present
Member	Society of Technical Communication (STC)
November 2001 to December 2002
Member