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DIRECTOR Resume Example

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DIRECTOR
Professional Summary
DIRECTOR, DIGITAL CUSTOMER EXPERIENCE AND PROGRAM MANAGEMENTOFFICE Highly accomplished strategy and delivery leader, noted for driving growth, fostering a positive work environment, maximizing resources, boosting revenue, increasing market share, as well as successfully creating and delivering customer centric solutions across multiple platforms within the healthcare field. Exceptionally strong collaboration skills with proven ability to influence all levels of leadership and personnel across multiple business and technology teams. Led digital consumer efforts placing Blue Shield of CA to #1 in Covered California's healthcare market (2014-2016) Drove consumer retention effort by increasing member online satisfaction by 22% exceeding membership retention goals by 25% within 1 year (2015 - 2016) Consistently rated year over year as a "Great Place to Work" leader Received the 2015 Leader of the Year award in the Integrated Marketing and Customer Experience organization for demonstrating one of the core values to 'Lean in and Lead' Earned Blue Shield of California's highest honor "Mission and Values in Action" in 2014 and 2015 for innovation and strategic leadership of a cross-functional team of leaders. Nominated in 2016.
Core Qualifications
  • Digital Healthcare Consumer Experience
  • Online and Mobile Front-End Design Software Development Life Cycle
  • Cross-Functional Leadership
  • Product Management Operational Planning and Budget Management
  • Digital Marketing Social Media Tools and Techniques
  • Project and Program Management Consumer Market Research and Analysis
  • Premier Client Relations and Negotiation Vendor Management
Accomplishments
  • HAAS School of Business: Product Management | Social Media Marketing UC Davis Extension: Project Management IBM: Business Analytics TRAINING HealthSqarq: Healthcare Consumerism (2014) HAAS School of Business: Digital Marketing (2012) IBM: Business Process Modeling and Requirements Traceability | Software Development Lifecycle (2009).
Experience
DIRECTORJan 2012 to Current
Company Name － City, State
  • Expansion of role and responsibilities year over year, ensuring successful design, development and delivery transformation of the digital prospective and existing member enrollment tools supporting the Affordable Care Act to a current, more broad area of responsibility focusing on the end-to-end consumer experience across all lines of business and channels.
  • Leadership of multiple cross-functional business and technical teams to plan, design, develop and implement key initiatives toward sustainable improvement of the digital consumer experience, while achieving and surpassing enterprise acquisition and member retention goals - Develop and manage both short and long-term digital product roadmaps for prospective and renewing members based on completive intelligence, changing market demands, customer satisfaction results, existing business/technology limitations and enterprise corporate goals Drive the end-to-end SDLC of online tools and adoption campaigns for prospective and existing members and brokers utilizing customer A/B testing Launched company's first online member and broker renewal experiences for utilization during Open Enrollment exceeding overall membership retention goals Conceptualization of cross-platform digital marketing, including video, personalized portal messaging, email, and social media Efficient management and driver of strategic budgets totaling between $5M - $25M+ Consistently support call avoidance goals and lowering operational human capital year after year by empowering consumer driven, self- service online tools.
  • Established and owner of the marketing, online and mobile Project Management Office to minimize risk of critical/high-priority initiatives in support of departmental strategic goals.
  • Sought after Keynote speaker for various executive conferences focusing on Healthcare consumerism.
ENTERPRISE SOCIAL MEDIA MANAGERAug 2011 to Oct 2012
  • Effectively administered the social media platform as well as guided and directed the Strategy Team in maintaining the newly implemented enterprise social network (ESN), @shield, powered by Jive Software.
  • Efficiently managed and controlled an annual budget of $900K that involved labor and license fees in support of engagement, adoption, and usability.
  • Initiated efforts in driving enterprise-wide usage and collaboration that increased the daily performance of over 6000 employees and contracted staff's day-to-day work.
  • Expertly led the successful implementation of the chief executive officer-sponsored initiative, along with ESN for BSC launching within time and budget, while meeting and/or exceeding all corporate-level goals and objectives.
  • Received the prestigious 'Best in Blues - Best Intranet Site' award.
  • Increased employee engagement and utilization of the internal intranet by 72% within 6 months of product launch.
  • Built and administered multiple vendor relationships resulting in savings of over $50K in professional fees for services and products.
  • Introduced and adopted best practice processes and metrics to support the platform measuring performance resulting in an industry leading ratio of 5:1.
SENIOR MANAGERJan 2009 to Aug 2011
  • Spearheaded efforts including vision, methodology, deployment, and management of the enterprise business architecture for a multimillion-dollar legacy modernization project.
  • Directed and guided a large team of more than 42 professional staff, including three operations managers, process architects, business process modelers, operations analysts, and process consultants.
  • Managed the successful establishment and implementation of BSC's enterprise business architecture with over 500 business process operations models that involved enrollment, claims adjudication and payment, and overarching governance framework.
  • Drove cross-functional business process improvement initiatives to support all core business processes enhancement.
  • Initiated system development life cycle (SDLC) methodology development for future cross-functional legacy system releases.
  • Expertly handled the successful completion of project within allotted timeframe and budget; thus achieving/exceeding objectives.
  • Obtained an estimated annual return on investment (ROI) of over $100K, while managing and controlling worth of $4M operational and strategic budget.
PROGRAM MANAGERApr 2007 to Jan 2009
  • Capitalized on industry expertise in providing program management for the SDLC methodology, designed for BSC's Legacy Modernization Project.
  • Supervised Matrix Team with a mix of FTE's and consultants, involving interviewing, hiring, and development of statements of work for contracted staff.
  • Designed the methodology training to over 200 individuals, including business, technical, and configuration team members.
  • Oversaw the development and execution of executive dashboard reporting on progress being made by the various enterprise initiatives, encompassing current status, risks and mitigation plans, and ongoing communications.
  • Contributed effort in saving over $50K in professional services by efficiently administering the negotiation of consultant rates with external consulting firms.
BUSINESS CONSULTANTMay 2006 to Apr 2007
  • Provided direction and support to Business Operations Team with eight direct reports.
  • Took charge of overall management of proof of concept, requirements gathering, development, execution, and maintenance of the Installation and Billing change management process.
  • Built and presented the monthly dashboard for executive review.
  • Presided over the training and coaching to internal analysts on business process diagramming and documentation, project management, and data analysis.
  • Pioneered the design of staffing models to track adequate balance of staff and production.
  • Established a reputation in ensuring work flow of Billing Department budget and annual plan.
ANALYST/CONSULTANTJan 2006 to May 2006
Company Name － City, State
PROJECT MANAGERJan 1991 to Jan 2005
Company Name － City, State
  • Account Management and Marketing; Healthcare Services (1995 - 2005).
Education
BACHELOR OF SCIENCE, PHYSICALCALIFORNIA STATE UNIVERSITY － City, StatePHYSICAL
Interests
El Dorado Community and School Districts, Autism Advocator BSC: Autism at Work Program, Founder 1 | Page
Skills
Account Management, Premier, balance, Billing, BSC, Budget Management, budgets, budget, Business Operations, business process, business processes, business process improvement, change management, coaching, concept, conferences, consultant, consulting, Client Relations, customer satisfaction, data analysis, delivery, Design Software, direction, documentation, driving, email, Functional, hiring, Leadership, managing, Market Research and Analysis, marketing, market, messaging, Office, Negotiation, enterprise, network, processes, Product Management, Program Management, progress, Project Management, speaker, reporting, requirements gathering, SDLC, social media platform, staffing, Strategy, strategic, Vendor Management, video, vision
Additional Information
  • ACTIVITIES El Dorado Community and School Districts, Autism Advocator BSC: Autism at Work Program, Founder 1 | Page
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Resume Overview

School Attended

  • CALIFORNIA STATE UNIVERSITY

Job Titles Held:

  • DIRECTOR
  • ENTERPRISE SOCIAL MEDIA MANAGER
  • SENIOR MANAGER
  • PROGRAM MANAGER
  • BUSINESS CONSULTANT
  • ANALYST/CONSULTANT
  • PROJECT MANAGER

Degrees

  • BACHELOR OF SCIENCE , PHYSICAL

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