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Dynamic executive leader with a history of success impacting the operational and fiscal performance of Fortune 25 organizations through strategic planning and coordination. Combine strengths in IT operations, new business development and process optimization to slash expenditures, boost profits, fuel efficiency / productivity, and establish top performing business units.

Big picture planner committed to positively impacting corporate bottom line through innovation, motivational leadership, and effective implementation of material and human resources. Strong communicator, relationship builder, and negotiator. Equipped with a highly diverse background surpassing objectives within retail, pharmacy, and technical platforms.

Ability to identify, analyze and improve existing business processes within an organization to meet new goals and objectives, such as increasing profits and performance, reducing costs and accelerating schedules.


Pharmacy Technology  | Issue Management  | P&L Management  | Business Development  | System Integration  | Process Improvement  |  NCPDP Workgroup Experience

Work experience

Feb 2013Present

Director, Service Reliability

Express Scripts, Inc.  (St. Louis, MO)

Lead key teams within the Service Governance & Reliability organization within this industry leading Fortune #22 company

Lead vital shared service teams including Issue Management, Reject Monitoring and Remediation, and Outreach. There is an emphasis on customer experience in supporting the 21, 000+ Operations associates, 3000+ clients, and 85 million members. Collaborate closely with business partners across the organization including IT, Product, Operations, Account Management, and Finance. Responsible for presenting regular updates to senior leadership at the highest levels in the organization.

Previously led a team responsible for identifying and mitigating all operational impact as a result of the implementation of functionality to support Healthcare Reform Exchanges for this industry leading Pharmacy Benefit Manager (PBM). There is an emphasis on governmental compliance/regulatory requirements across the Operations organization as it relates to the Affordable Care Act (ACA). Accountable for identifying and mitigating all risks to Operations areas, including Client Services, Client Implementation, and Pharmacy and Specialty Operations. Represent the company within the National Council of Prescription Drug Programs (NCPDP) standards organization, tackling such topics as electronic prescribing, claims transmissions, and the Health Information Technology for Economic and Clinical Health (HITECH) Act.

Selected Contributions:

  • Built and led a team that supported the identification of risks and associated mitigations for the Healthcare Reform implementation of 40+ Health Plan clients, covering several million lives
  • Redesigned and led a team and processes that managed the identification, facilitation of resolution,  and member/customer outreach for benefit related issues as part of the integration of Medco and Express Scripts.  This effort included 3000+ clients and 85M members.  
  • Reduction of issue Work in Process by 38% year-over-year due to improved processes, quickly identified/resolved issue, and engagement with key stakeholders across the entire organization.     
  • Key leader within the January 2017 "1/1" effort which resulted in an issue reduction of over 30% and resolution turnaround times improvements of over 40%.
  • As a process owner, present monthly to executive leadership on status and metrics
Jun 2012Feb 2013

Director of Pharmacy Solutions

Ateb, Inc.  (Raleigh, NC)

Brought on-board this very well respected and established pharmacy automation company to streamline the processes within key teams that develop and support products and solutions to a large group of chain and independent pharmacies.

Responsible for building and managing a team of over fifty including product development, IT development, project management office (PMO), Quality Assurance (QA), technical support and operations to support existing and new solutions. Developed both strategic and tactical business plans to ensure the accuracy and timeliness of data exchanged with chain and independent pharmacy customers. Led the standardization of open systems/ interfaces for the secure exchange of pharmacy data to and from vendors and clients.

May 2006Apr 2012

Vice President, Pharmacy Systems

Medicine Shoppe International  (St. Louis, MO)

Orchestrated the operations of a department comprised of over forty team members across 5 teams charged with supporting pharmacy system users and franchise owners throughout over 1200 pharmacy locations within this Fortune #21 company. Spearheaded the efforts of data management and back-end processing specialists, providing data analysis, database design, and testing, during a large transformation within the company. 

Analyzed, developed, and managed a product consisting of a suite of software and services that allow pharmacies to be more profitable and more efficient. Coordinated application development, user support, professional services, internal/external training, and system implementation efforts. Worked closely with technology and product vendor communities at executive levels to drive product efficiencies, reliability, and service. Controlled multi million- dollar budget as well as all aspects of contract negotiations. Forged and cultivated productive industry relationships within NCPDP (National Council for Prescription Drug Programs) and ASAP (American Society for Automation in Pharmacy) standards organizations, addressing topics such as healthcare reform, electronic prescribing, and pharmacy/healthcare data standards. Primary liaison with pharmacy technology vendors, recommending system upgrades and implementations to ensure company maintained up-to-date with the latest technologies and advancements.

Selected Contributions:

  • Responsibility of managing a multi-million dollar P&L
  • Product development - built a product consisting of a suite of software, hardware, support, and services that was 100% adopted by franchisees.  Designed to ease the technology burden for pharmacies to allow the pharmacy staff to spend more time performing tasks that take care of the patient and provide additional revenue streams.
  • Through process improvement, catapulted department's gross margin 33% while slashing operational expenses 57% and reducing staff by 26% through transition from a pure expense model to a revenue generating model. Led development, marketing and rollout of business programs embraced by all franchisees.
  • Championed conversion of nearly 300 franchise pharmacy locations into a single, common technology platform. Led implementation of nearly $10M worth of systems (project lasted 2 1/2 years). Managed sales, marketing, contracting, network configuration, procurement, licensing, training, and implementation operations.
Apr 1987May 2006

Systems Analyst

Walmart, Inc.  .(Bentonville, AR)

Started career at this Fortune #1 company in various areas of customer service and leadership within Wal- Mart's retail platform and was asked to join as a developer in the Information Systems Division with a focus on pharmacy operations, advancing from Programmer to top ranked System Analyst.

Directed IT projects and operations affecting nearly 4000 stores in 2 countries, including development/ implementation of proprietary pharmacy system, Y2K ISD efforts, and creation as well as launch of various pharmacy point-of-sale solutions. Developed EDI(Electronic Data Interchange) systems and interfaces. Teamed up with executive leadership team in support of strategic/tactical planning with a focus on technology. Progressed through various leadership positions encompassing staff supervision, IT development /analysis, customer service, and overall personnel development.

Selected Projects / Contributions:

  • Achieved implementation of Windows-based pharmacy management system in nearly 4000 stores across 2 countries.
  • Built and led team in the design, development, and implementation of web-based Global Pharmacy Host application utilized for data management across nearly 4000 locations.
  • Led successful efforts to enable perpetual inventory replenishment for Sam's Club Pharmacy.


University of Central Missouri

Computer Information Systems

Areas of Expertise

·        Collaborative Leadership

·        Data Analytics & Trending

·        Product Development / Management

·        Strategic Planning and Implementation

·        Budget Administration / Management

·        Cost Reduction and Avoidance

·        Operations Analysis / Process Redesign

·        Extensive Hands-on Development Background

Affiliations / Awards

Dale Carnegie, Project Management, Supervisory, and Leadership Foundation Training

Previous hands-on experience as developer in C, VB, COBOL, UNIX scripting

Six Sigma White Belt

National Council for Prescription Drug Programs (NCPDP), American Society for Automation in Pharmacy (ASAP), and Surescripts Pharmacy Operations Advisory Council

ISD Associate of the Month, Paradigm Buster, Leadership by Example, Industry Leadership in Business, and Excellent in Customer Service Award