BRANDI MCFAUL

1904 Sutherland Road

Lynn Haven, Florida 32444
bmad4b68@westpost.net
brandi.mcfaul@gmail.com
850-814-0993 * 850-767-7783 * 850-248-8833

SENIOR-LEVEL DIRECTOR
Operations * Project Management * Business Development * Call Center * Consultin
g
QUALIFICATIONS
Dynamic, results-focused and highly motivated professional with exemplary leader
ship and organizational skills. Proven 18 year track record of success in the a
reas of project management, business development, financial analysis, and managi
ng staff.
CORE COMPETENCIES
* Change Management
* Process Reengineering
* Workforce Transition
* Cost/Benefit Analysis
* Vendor Management
* Procurement
DIRECTOR
10/2002 - Present
SallieMae
Lynn Haven, Florida
Operations (FFELP Loan Originations, Funding & Disbursements)
Director of financial services operational department responsible for $22.8B in
revenue per year (represents 2/3 revenue stream of entire company sustaining 11%
annual growth) including managing a budget of $8M.
Directed and provided oversight for a department of nearly 200 staff who process
ed exceptions for the FFEL (Federal Family Education Loan Program) loan program,
provided funds to the necessary accounts and Disbursed checks to schools and bo
rrowers. Responsible for ensuing departmental areas maintained regulatory compl
iance and consistently met or exceeded audit standards.
Program Management Office
Worked directly for the Executive Vice President on a project team charged with
monitoring business area budgets and savings initiatives to facilitate down-sizi
ng the company. Provided overall program oversight, tracked and reported progre
ss of the initiatives to the Steering Committee and program sponsors, and facili
tated resolution of issues as needed. Ensured proper program communication occu
rred on a regular basis, identified dependencies between business area work-stre
ams, identified restructuring opportunities, and worked with each area to discus
s and overcome obstacles in achieving required savings.
Loan Origination Projects
Planned, directed and coordinated activities of assigned projects to ensure that
project goals and objectives were accomplished within prescribed schedule and b
udgetary constraints. Established and maintained the work plan/project schedule
. Prepared a communication plan and conferred with supervision on progress and
issues.
Sales Contact Call Center
Created and directed a call center with a customer sales focus. Agents in this
call center were paid incentive compensation for cross-selling other loan produc
ts which was a unique concept to the business. Comparative analysis over time
proved that agents in the new call center had a significantly higher total loan
value when compared to the agents in the traditional call center.
Root Cause Analysis Department
Created and directed a department of research analysts that performed root cause
analysis on origination process issues and identified trends. This new model t
ransitioned the originations area from a reactionary environment where issues we
re resolved at the surface to a proactive environment where change was implement
ed to eliminate the cause of the problem. This business area also successfully
tracked and trended various business elements to predict areas of concern before
actual problems emerged.
Scripting Support Department
Created and directed a centralized Scripting Support Department in conjunction w
ith a software application implementation. In a four month period of time, a te
am was created and trained, a project plan was designed and executed resulting i
n an ahead of schedule implementation of scripting for all call center agents.
Business Systems Solutions
Created and managed a team of business area process and system experts. Develop
ed and maintained relationships with the business areas and IT acting as the lia
ison for coordination of all system issues. Responsible for all system enhancem
ent requests and the prioritization of all break fixes. Coordinated all User Ac
ceptance Testing activities and was responsible for reporting progress and issue
s facilitating the release implementation decision. Developed and organized the
first formalized Post Release Validation effort as well as a sophisticated trac
king device to identify progress and issues.
ACCOMPLISHMENTS
o Served as the Business Development expert and was charged with and successfull
y implementing 5 new business areas.
o Project lead on multiple additional assignments due to proven organizational a
nd project management skills.
o Received an award for creating a sophisticated testing database complete with
analytics and reporting capabilities for testing system enhancements and changes
after a system release to ensure system stability and integrity.
o Promoted from Manager to Director in 3 years surpassing other Managers with mu
ch longer tenure.
SENIOR CONSULTANT
01/1999 - 10/2002
BearingPoint (formerly KPMG Consulting, Inc.)
Multiple Locations
Prepared and delivered proposals to potential clients for the sale of multi-mill
ion dollar contracts. Consulted multiple clients in the areas of:
SAP Configuration
Configured and maintained the Organizational Management SAP module for 9,500 cli
ent employees. Designed and tailored the configuration of the module to meet th
e client's specific business requirements. Provided the client with recommendat
ions to improve their SAP implementation and made recommendations for changes to
business processes. Anticipated potential system implementation conflicts and
recommended solutions while providing guidance to the client. Created Business
Process Procedures and trained the client representatives on how to effectively
maintain changes and perform transactions within the new system.
Change Management / Workforce Transition
Prepared client Service Center representatives for system implementations by eva
luating anticipated call center volumes, redesign of the call center environment
based on the projected volumes, process flows, business process procedures, tra
ining material to transition the new work responsibilities to the representative
s and provided post go-live support. Provided communication guidance, interview
ed key stakeholders, conducted organizational assessments, and facilitated "As I
s" and "To Be" workshops to reengineer processes. Advised and assisted the clie
nt in the creation and delivery of training materials.
Shared Services Re-Design
Recommended strategic business changes to facilitate the break-down of silos bet
ween functional groups enabling a focus on core competencies. Recommended chang
es intended to improve internal and external customer service satisfaction for m
ultiple clients. Created a "Center of Excellence" designed to execute enhanced
control of business processes and functions.
ACCOMPLISHMENTS
o Personally requested by clients for repeat engagements.
o Sought by executive management team for engagement participation due versatili
ty and ability to serve multiple functions.
o Promoted from Consultant to Senior Consultant after 1 year due to receiving ex
cellent performance evaluations from partners and clients.
SUPERVISOR
10/1997 - 01/1999
Wellspring Resources (Outsourcing Benefits Provider)
Jacksonville, Florida
Quality Assurance
Performed beta testing on in-house call center desktop software to ensure the ch
anges accomplished the intended business requirements and achieved the desired o
utcome. Created a suite of standardized test scenarios, documented and communic
ated results and provided feedback for system enhancements. The final product e
nsured a tested and validated software release which mitigated risk to the compa
ny.
COBRA Call Center
Supervised and developed a team of COBRA Benefit Analysts who provided benefits
to employees of various outsourced clients. Assigned and managed daily unit wor
kflow and multiple special projects.
System Design and Requirements
Gathered and documented business requirements for internally developed call cent
er desktop software. Created and documented procedures for performing system fu
nctions. Participated in validating parallel data prior to go-live and provided
post-go-live support.
ACCOMPLISHMENTS
o Received recognition for the creation of a standardized set of test cases whic
h were used after system releases to ensure system integrity and stability.
o Promoted yearly based on performance.
STATISTICIAN / INVESTIGATOR
10/1992 - 10/1997
State of Florida - Agency for Health Care Administration
Tallahassee, Florida
State Center for Health Statistics
Created and published the State of Florida "Annual Report and Nursing Home Broch
ure". Prepared and created reports on data findings including narrative and gra
phic presentations. Analyzed and interpreted nursing home activities to report
and track changes and trends in the industry.
Medicaid Program Integrity
Reviewed and investigated Medicaid medical records to identify provider and reci
pient fraud/abuse. Identified and reported potential recipient narcotic fraud b
y maintaining knowledge and awareness of pharmaceutical drugs and their generics
. Evaluated and examined medical records for provider billing patterns in the i
dentification of overbilling and/or up coding for full-scale abuse investigation
s. Determined over payments, assessed findings in the light of sanction guideli
nes and recommended administrative sanctions such as fines and suspensions that
were appropriate to the nature and extent of violations.
ACCOMPLISHMENTS
o Received an award for the creation of process converting nursing home data col
lection from a manual to automated process.
o Selected to serve as the South Florida Medicaid representative partnering with
the Medicare representative to educate the recipients on preventing fraud and a
buse.
o Selected to serve and present at the annual Fraud Task Force Conference with e
lite representatives from other states.
o Received an award for the creation of a process converting opening healthcare
cases from a manual to automated process reducing the required amount of time fr
om one week to one day.
o Promoted 3 times in 5 years based performance.
CONGRESSIONAL PAGE
Summer of 1987
United States Capital
Washington, D.C.
House of Representatives
Nominated by Congressman Earl Hutto (from a highly competitive application pool)
to serve as his personal Page for the 100th Congress. Provided administrative
support during House session and served as a messenger to the four main House Of
fice Buildings (Rayburn, Longworgh, Cannon and Ford) as well as inside the Capit
ol.
EDUCATION
Bachelor of Arts - English Major / Communications Minor - 3.5 GPA - 1992
Florida State University, Tallahassee, Florida
Six Sigma Yellow Belt - 2007
CERTIFICATION
Security Clearance - Single Scope Background Investigation (SSBI) - 6C