Results-oriented Business Leader with the ability to lead organizations to successful project implementations with sustainable cost savings, and process improvements for our customer. Expertise in developing client relations and negotiation, managing multiple projects, problem-solving, excellent written and verbal communication with strong facilitation skills.
Current focus is standing up the Business Readiness Team at Topaz Shared Services, LLC. Topaz Shared Services, LLC, is focused on transforming healthcare by providing market leading capabilities at a lower cost. An innovative approach to sourcing market leading capabilities from multiple vendors while improving interoperability.
Dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and proactive in addressing and resolving problems.
Dependable leader bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills.
Exceptional interpersonal communication
Lean Six Sigma
Cross-Functional Team Alignment
Business Readiness Manager, 02/2012 to Current Topaz Shared Services – Durham, NC
As the lead for the Business Readiness Team I am accountable for creating and sustaining Topaz Training, Business Process Consulting and Model Office services.
Partnered successfully with TriZetto, several other vendors to consume their technically focused material and create sustainable user focused system training for the entire Business of Insurance deployment.
The team is working with our partners and our customers to ensure that our strategy meets the market need.
Spearheaded cross-functional initiative to achieve a fully defined business architecture from the ground up to ensure the most efficient and lean processes are implemented for all customers.
Training addresses the implementation of the Train the Trainer program and its delivery through foundational learning strategy, content development, development of curriculum path by job roles, and trainer support.
The Model Office will standardize the review and validation of the training material and standard procedures.
Trained, coached and mentored staff to ensure smooth adoption of new program.
Senior Business Process Consultant, 01/2007 to 03/2012 BlueCross and BlueShield of North Carolina – Durham, NC Leading consulting and process improvement efforts ranging from
organization and technical strategy to Lean Six Sigma-based engagements.
Facilitated and implemented a Lean Six Sigma project in 2010 with a final
savings of over $1.5 million dollars.
Program facilitator and acting program manager for Product Simplification and
Speed to Market strategy team seeking to transform our work in these focus
Successfully implemented Agile/Scrum within the product
Assisting mid-to-senior level leadership with enterprise-wide redesign
projects impacting multiple divisions, from Sales to Operations to Finance.
Conducting strategic analysis and formulating recommendations for multiple
areas, including organization frameworks, industry benchmarking, conceptual
models and transaction and workflow management.
Identifying and pursuing extended value for business partners through financial
and operational analysis including project impact assessments, activity costing
exercises, staff level reviews and budget forecasting.
Served as domain expert, in the totality of the end-to-end view of business
processes within operations, on the electronic billing project until it could
be successfully transitioned to the business analyst team.
Operations Analysis and Reporting Manager , 02/2005 to 04/2007 BlueCross and BlueShield of North Carolina – Durham, NC Managed staff of 10
Business and System Analysts from Customer Service through Membership and
Enrollment for our Individual and Group Business areas. The team supported all
Corporate and Operational Excellence projects that impacted the Operations
Initiated rollout of new enterprise software solution to manage all operational process models and desk level procedures for the Enterprise.
My team was responsible for capturing all desk level business procedures and documenting them in our process repository for all areas of operations.
Facilitate redesign of end-to-end processes within Operations business owners
to improve inefficiencies and economies of scale.
Operations Supervisor, 10/1996 to 04/2005 BlueCross and BlueShield of North Carolina – Durham, NC I held multiple Team Lead Roles within the Operations
organization. I effectively lead Customer Service Representatives, Membership Processors and Claims Processing departments through these years.
Strengthened the company's web presence and online buying capabilities by managing one team that was accountable for ensuring end to end support of all new Individual Customer for the first 6 months of the software implementations.
Teams have been accountable for for Enrollment, Membership, Billing, Claims and Customer Service.
As an individual I was an active participant in the Enterprise Software Implementation for our Individual Business Segment. I served as the benefit expert and supplied requirements to
ensure the migration successfully met the business and customer needs.
I was accountable for working with the technical implementation teams and the product
owners to ensure proper product guidelines were implemented for the Individual
High School Diploma: 1992 Valparaiso High School - Valparaiso, IN
Creating and sustaining Topaz LLC Solution Training, Business Process Consulting and Model Office services.
Working with our partners and our clients to ensure our training strategy meets the market needs.
Created fully defined business architecture model for all Insurance customers.
Facilitated and implemented a Lean Six Sigma project in 2010 with a final savings of over $1.5 million dollars.
Program facilitator and acting program manager for Product Simplification and Speed to Market strategy team.
Successfully implemented Agile/Scrum within the product implementation organization.
Facilitate redesign of end-to-end processes within Operations business owners to improve inefficiencies and economies of scale.
Managed multiple teams accountable for Enrollment, Membership, Billing, Claims and Customer Service.