Operations Management Professional with demonstrated success in improving profitability through re-engineering, change management, team building and metrics management. Proficient in strategic planning, process improvement, project management and P&L. High-energy leader who thrives in fast-paced environments requiring flexibility, independent thinking and tight deadlines where quality and customer satisfaction are paramount.
Oct 2009 - Present
Jr. Board of Directors - Marketing Officer
Kids Fight Cancer
Not for Profit organization in conjunction with Children's Memorial Hospital.
Jun 2009 - Jan 2010
Director, Client Strategy
CIGNA Group Insurance
Public co. - $16.6B - provides health, vision and dental benefits to employers, headquartered Hartford, CT. In sales environment resistant to change, developed metrics and governance to client consulting practices to create measurable outcomes and strategic approach to develop and expand client wellness initiatives. Position eliminated as part of $200M cost reduction measure.
Jul 2004 - Jan 2009
Privately owned – design, manufacturing and installation of commercial/residential luxurious, custom storage solutions – offices, credenzas, closets, entertainment centers. Local, company-owned factory & separate distinct, design center. Without prior entrepreneurial or woodworking experience, established and led successful manufacturing start-up operations, growing to $2.5M annual revenue. Responsible for all final operations/engineering decisions. Community promotion, advertising, marketing, and client relationship building a strong focus. • Launched elite Design Center and achieved 18% increased leads and 5% increased closing ratio. Designed displays, décor and product to strategically market key elements for additional lead source. • Reduced costs 15%, increased revenue 21% while managing brand identity, developing builder relationships & new products, re-engineering manufacturing processes & re-negotiating vendor pricing. • Strategic positioning for all staffing, purchasing, inventory management and cost/product analysis.
Mar 2003 - Jul 2004
Concentra Health Services
Privately owned - healthcare payment solutions through networks and contract management, cost containment and post payment recovery services focusing on timely, accurate and equitable payment for providers, payers and patients. Reporting to COO, directed multi-state cost-containment operations of 60 nurses. Created strategy & execution plan for re-engineering under-performing operations through the identification of critically deficient areas, staff development & training, key systems interventions, imaging & metrics management. • Increased Net Revenue by 127%, reduced cycle time by 90 days, increased staff production by 34% and savings per claim by 12% through renegotiation of provider contracts enabling for imaging, increased access & cost savings opportunities and improved claims selection criteria. • Developed standard and custom client reporting packages to communicate savings results.
Mar 2000 - Mar 2003
Director, Customer Service Operations
Public - $61B – US’ largest health insurer, improving health by simplifying connection between health care and value. Reporting to the GM, assigned in progress $200M acquisition implementation project, then promoted to underperforming Individual claims and customer service call center. • Identified critical path and restructured project plan. Led National matrix management project team to complete project early & $6M under budget. Received personal commendation from President. • Promoted to transform operations of 137 staff call center, DOI compliance and claims staff in multiple states. IVR and ACD system enhancement design, training, implementation and reporting. • Improved claims accuracy to 97%, ASA to under 30 seconds and hold times to 18 seconds. Exceeded financial plan by $9M or 300% by identifying critical performance impacts, re-aligning/training young management team, implementing quality and training programs, policies and procedures and metrics. • Selected among 4,000 for elite Executive Experience training for 30 executives, designed by CEO.