RICHARD E.

FROST
5 Tower Road a East Hartford, CT 06108-3038
rfcdd130@westpost.net a 860-528-4926 H a 860-604-7361 C

PROFILE

_A Project Manager position at a growing organization where I can

utilize nearly 20 years of business experience, both within and
outside of the electronic print / mail industry, to assist management
with improving current business practices, and assist colleagues to
maximize their potential in order to provide the best possible
quality products and services to our customers._
SUMMARY

An effective communicator with the proven ability to manage, lead,

problem solve and conceptualize in order to bring about process
improvements and structure in organizations. An energetic team-player
who has the ability to manage relationships as well as processes.
Strengths include analyzing and evaluating, decision-making coupled
with excellent communications and presentation abilities. A
consummate team-builder/player with the ability to develop and
implement visioned plans while managing details. A straight forward
and common sense approach with a commitment to honesty and integrity.
PROFESSIONAL EXPERIENCE
DST Output, South Windsor, CT 2004 a"June, 2010
TECHNICAL PROJECT MANAGER
Managed three major projects for the Systems Integration team /
entire facility including:
*
Managed the environmental component (including security,
documentation and training) of InDocs
*
Oversaw the technical Rapid (3 months) application development for
new healthcare client
*
Managed the application development for a new dental client

Managed numerous software projects moving them from their present

development platform to the preferred company standard platform
(InDocs to InFact). Utilized the Software Development Lifecycle
(SDLC) methodology on all projects. A few examples include the
following applications: DST Health Solutions, Safety Insurance,
Kilico and IBT.

Software Marketing Associates, Inc., Rocky Hill, CT 1998 - 2003

PRODUCT MANAGER
Managed the product development, customer support and training for a
full function Warehouse Management System.
*
Interfaced with customers for system enhancements.
*
Managed the quality control and testing of the Warehouse Management
System.
*
Conducted pre-sales product presentations and demonstrations.
*
Conducted Fulfillment / Warehouse training sessions for customers.
*
Documented software instructions / procedures and other
miscellaneous customer communications.

Moore Business Communications, Windsor, CT 1996 - 1997

SENIOR PROJECT MANAGER, VALUE ADDED SERVICE TEAM (VAST)
*
Managed Client Services and Help Desk units.
*
Facilitated numerous TQM sessions to improve processes.

Aetna Life & Casualty, Hartford, CT 1994 - 1996

HEAD, SUPPORT SERVICES, ENTERPRISE DOCUMENT MANAGEMENT
*
Managed Client Services and Help Desk units.
*
Developed hardware/software budgets, postal charge backs and
monitored customer service level agreements.
*
Facilitated numerous TQM sessions to improve processes.
*
 Designed guidebook which documented our operation's capabilities
(electronic printing, finishing and mailing).

Enterprise Document Management 1992 - 1994

POSTAL STRATEGIST
*
Developed corporate postal strategy and architecture for Aetna.
*
Provided postal training seminars internally (department employees)
and externally (Aetna customers, industry conferences, etc.)
*
Facilitated Total Quality Management (TQM) sessions to improve
processes and organizational re-engineering, etc.

Electronic Publishing Operation 1986 - 1992

SENIOR ADMINISTRATOR
*
Managed the quality distribution (printing, finishing and mailing)
of various system generated output (policies, invoices, auto ID
cards, etc.).
*
Frequent speaker at industry-wide events (Xplor, Mailcom, USPS,
Xerox, and Pitney Bowes).
SELECTED ACHIEVEMENTS

As a member of a divisional team, investigated the feasibility of

implementing new technology in the division and updating the process
used to create, develop and produce various documents for
Auto/Homeowners customers. Evaluated numerous options and presented
recommendations to senior management. Recommendations were approved,
and as a result of implementing the new technology,
printing/finishing/mailing (three operational functions) was
performed by fifty people, which was approximately ten fewer than
when the department was responsible for just finishing and mailing.
Achieved personnel and process efficiencies saving $1.5 million
annually.

As the new manager of the existing Finishing and Mailing unit,

initiated action to improve morale and productivity. Wrote job
descriptions, and interviewed and hired candidates for new positions.
Created and implemented a new organizational structure, developed
teams, delegated problem-solving responsibilities and created buy-in.
Morale improved to such a point (in an operations environment) that
38% of the staff won perfect attendance awards and a significant
improvement in morale was noted by senior management.

After the department had earned only a 2.0 Customer Satisfaction

Score (on a scale of 1-5), studied the feedback, analyzed the
process, and discussed the problems with operators and customers.
Revised an unrealistic one-year goal of "4" and set a two-year goal
of "3.8". Developed a Finishing Guidebook including an Operational
Testing Checklist which ensured all manufacturing requirements were
met prior to "going-live." Exceeded the Customer Satisfaction goal
with a "3.9" at the two-year point.

As no specific individual/department was accountable or responsible

for establishing postal policy and direction, assumed responsibility.
Evaluated customers applications to determine ways to achieve postal
discounts. Wrote procedures for the Operations staff so that new
mailings - invoices, statements, etc., would be eligible for postal
discounts and developed "policy statements" for the enterprise. Also,
conducted periodic training sessions for the enterprise and personally
delivered the training sessions and coordinated other sessions with
outside vendors and experts. As a result, ensured continuing
eligibility for $500,000 in postal discounts in addition to
researching and qualifying new discounts of $150,000. Achieved
recognition as the company postal expert.

Acted in the capacity of an expert witness when the company, on

occasion, was the defendant in arbitration and court cases involving
auto and homeowners cancellation notices. Studied the issues,
practiced giving expert witness testimony with corporate counsel and
claim representatives, and testified in more than ten cases.
Documented departmental policies and procedures in an organized and
clear fashion. Assisted in avoiding potential company damage awards
in ten cases totaling $500,000.

Facilitated a TQM session with representatives from Operations, the

Customer area and the USPS to address quality and documentation
problems associated with the production of Direct Notices of
Cancellation for Auto/Homeowner customers. The group identified gaps
in the current work process and new processes/procedures were
established. "0" problems occurred between November (the time the TQM
session was held) and February (the time scheduled to re-evaluate the
process). Received "excellent" rating as facilitator.

Coordinated all phases of a program to increase charges for

installment billing. This included interfacing with the Application
programming area, developing communications for home and field office
areas, developing training materials and coordinating state filings.
As a result of successfully implementing this program, the company
realized $12 million recurring annual revenue.
 At a major vendor's request, designed a program for their national
account executives. Every program evaluation from the 75 national
account executives and their ten directors stated that the program
was the highlight of the five-day seminar.

After receiving an invitation to participate in an article appearing

in a postal trade magazine, encouraged senior management to "sponsor"
the article, reviewed and documented years of planning, conducted
interviews and wrote and revised numerous drafts. The article was
completed in a timely manner and I was featured in the front cover of
_Mail: The Journal of Communication Distribution_. This edition was
sent to 45,000 business professionals who were responsible for
processing approximately 75% of the nation's mail.EDUCATION

B.S., BUSINESS MANAGEMENT

Brigham Young University, Provo, UT
SIX SIGMA GREEN BELT / BLACK BELT CERTIFICATES OF COMPLETION 2004
Villanova University
SIX SIGMA GREEN BELT CERTIFICATION 2005
Quality AmericaPROFESSIONAL AWARDS & CONTINUING EDUCATION
Presentation Skills, Leadership, Effective Meetings, Fundamentals of
Successful Project Management, Mail Center Manager 1992 Award, USPS.
Featured in the August 1991 Mail Magazine. Frequent public speaker at
industry-wide events. Fusing Technology and People (Daniel Burrus),
Total Quality Management, TQM Facilitator, Software (Word,
PowerPoint, Excel, & Visio), Postal Software Users Workshops, USPS
Postal Forums and Mailcom, Customer Service, Discovering Self and
Others, Diversity, Leading in Restructured Organizations, Lessons in
Leadership Series, Social Styles Awareness, The Leader in Each of
Us..