Fortune 500 Company leader acknowledged as Best in Class in Management Effectiveness, Communication, Competitive Focus, and Associate Well Being. Proven change leader of continuous improvement building organizational effectiveness.  Knowledge breadth includes behavioral health/substance abuse treatment, product development, marketing, sales/account management, provider networks, customer service operations, vendor relationships, HR consultation and executive coaching.    


Business Acumen ~ Strategic Planning ~ Problem Assessment & Resolution ~ Process Improvement

Resource Maximization ~Change Management ~ Employee Engagement ~ Executive Coaching

Work History

Work History
Jun 2014 - Jun 2015

Vice President, Corporate Relations and Clinical Services

ACI Specialty Benefits

Executive Team member leading customer service operations including clinical services, HR consultation and executive coaching, provider networks, corporate wellness, claims, and account management serving Corporate Wellness and Employee/Student Assistance Programs for national employers and higher education. Focused on providing quality, efficient, clinical and member services leading to account retention and growth. Coordinated with all cross functional departments such as marketing, finance, and training and development. Provided consultative sales support by serving as SME, assisting with completion of RFPs, finalist presentations and developing broker relationships utilizing GoldMine.

  •  Built C-suite relationships while managing Account Executives creating annual strategic business plans maintaining 97% retention and increasing client engagement
  • Negotiated rates and terms for multiple year contract renewals
  • Monitored large scale customer implementations
  • Managed Ethics Hotline
  • Directed IT to upgrade in-house CRM system including dashboard and integrating multiple databases
  • Shaped custom monthly snapshot, quarterly and annual client utilization reports to present to clients
  • Supervised all telehealth coaching and mandatory employer program referrals
  • Designed and managed quality assurance and program satisfaction procedures
  • Collaborated with marketing/social media to develop annual marketing calendar resulting in notable spikes in program utilization
  • Served as Substance Abuse Professional (SAP) subject matter expert
2013 - May 2014

Director, Behavioral Healthcare Solutions Business Unit

Advocates for Human Potential

Focusing on Behavioral Health Parity and The Affordable Care Act, responsible for driving sector strategies, division performance and management, overall sales results, and project operations to insure high profitability and client satisfaction. Served as administrative contact for clients. Collaborated with Executive Management team regarding corporate policies and processes. Gave corporate structure to traditionally entrepreneurial business unit. AHP is SAMSHAs largest contractor.

  • Established annual strategic business plan including operations, marketing and sales
  • Created proposals, statements of work, and project budgets
  • Monitored financial performance, timelines, and client satisfaction of projects taking corrective action as needed
  • Restructured sales/marketing teams with focus on strategic growth in identified key markets
  • Recreated Deltek sales pipeline reports
  • Recruited behavioral health national thought leaders as consultant
2012 - 2013

Director, Strategic Account Management

Magellan Health Services

Managed overall financial performance, retention, and up-sell/growth activities of strategic health plan customers with total revenue of $18. 7 million. Developed strategic business plans to achieve business objectives, maintain account satisfaction and ensure services supported customer needs while achieving revenue margins. Targeted and expanded C-suite relationships. Negotiated customer contracts including performance guarantees. Managed the development and performance of senior account executives.

  • Exceeded sales goal by 22% in first 9 months utilizing SalesForce reports
  • Selected for company's Leadership Development program targeted at high performing, high potential managers utilizing the Harvard ManageMentor
  • Program Created and implemented customer governance structure and performance guarantee approval process
  • Facilitated monthly meetings with matrix partners to address operational performance
  • Developed and managed project for re-launch of re-seller contracts
  • Identified disconnects between sales/account management and operations and led projects to correct and enhance integration and continuity of care story
  • Led the development of product design and pricing while assessing risks and opportunities associated with underwritten rates
  • Developed strong relationships with internal and external stakeholders
  • Launched Behavioral Health PCMH initiative with assigned accounts
2005 - 2012

Director, Operations

Anthem, Inc

Led newly acquired, high touch, best in class member service operations to over 3 million lives and 960 accounts. Designated as Northeast Change Leader for Build a Better WellPoint, corporate initiative for operational transformation and continuous improvement. Utilizing basic Six Sigma concepts, identified efficiencies for cross regional standardization for successful transition to virtual teams. Served as liaison between operations, account management and customer C-suite. Collaborated with cross-functional teams including sales, marketing, claims, and networks. Represented business in development of IT requirements.

  • Managed increase in call center volume by 50% maintaining a 2 second average speed of answer and less than. 05% abandonment rate with 95% member satisfaction. Exceeding all Service Level Agreements and Performance Guarantees
  • Upgraded operational technologies 3 months ahead of schedule with no interruption in service or increase in metrics
  • Rapidly integrated acquired operations center and consolidated brands with 0% staff turnover Seamlessly closed and merged 3 regional service centers within 2 weeks with no customer abrasion
  • Developed member complaint tracking, resolution and reporting processes for Performance Guarantee compliance
  • Led vendor selection process and served as vendor relationship manager resulting in $300,000 yearly savings
  • Integrated EAP and Behavioral Health associates and services into Integrated Health Model(including wellness) serving WellPoint's largest account
  • Supervised clinical team managing mandated employer referrals




Indiana State University

Social Science Education


Indiana State University

Counseling Psychology