SUMMARY AND PROFILE Highly effective Executive Level Operations and Management Professional with 15+ years of leadership, talent development, employee engagement and performance optimization with domestic and international experience. Ability to drive creative solutions and strategic programs through collaboration, effective communication and team motivation. Proven ability to multi-task in high- stress, dynamic environments while driving growth and providing exceptional customer experience and satisfaction.
Skills
Global Business Operations
Change Management
Strategic Planning & Execution
Personnel Development
Rapid Process Improvement
New Product/Service Launch
Business Process Reengineering
Contract Negotiations
Business Process Outsourcing
Multisite/Workforce Management
P&L Management
Transformation Leader
Approach, Pricing
Automation, Process Improvement
Benchmarking, Processes
Benefits, Profit
Business Operations, Quality
Business Process Reengineering, Quality assurance
Business Process, Retail
Change Management, Robotics
CHI, SMS
Contract Negotiations, Strategy
Credit, Strategic
Client, Strategic plans
Customer satisfaction, Strategic Planning
Customer Service, Supply chain
Delivery, Telephone
Direction, Transportation
Financial, Vision
Insurance
IVR
Latin
Legal
Market
Mentoring
Enterprise
Networks
Order management
Organizational
Personnel
Experience
02/2017 to Current
DirectorWillis Towers Watson – Miami, FL,
Cargill Protein is a $24 billion revenue leader in delivering processed and value added proteins into the Foodservice, Retail, and Protein Ingredients market channels.
Accountable for consolidating, transforming and leading Cargill Protein Customer Service functions in support of the overall corporate strategy to deliver a customer differentiated experience based on segmentation through all aspects of the daily order-to-credit supply chain; order intake, confirmation, fulfillment, incident tracking and resolution while delivering on planned growth and profitability targets.
Implemented Salesforce Service Cloud and Robotics Process Automation (RPA) implementation that can process rules based repetitive tasks with minimum interventions that utilize structure data as inputs and allowed for an estimated savings of 20% in related costs while improving quality assurance.
Consolidated Customer Service site locations from 4 dispersed centers into 2 centralized Service Centers of Excellence where execution of order management, sample requests, investigating service complaints, customer/product setup, and pricing execution resulting in annual savings of over $1 million annually.
Achieved customer service objectives by developing and executing customer service strategic plans and initiating a Voice of the Customer (VOC) program to provide data to create viable action plans to resolve problems, identify customer trends and recommend system enhancement while improving the customer experience that enhanced customer satisfaction by 20 basis points.
Responsible for the implementation of S&OP processes, standard minimum metrics rollout, customer service maturity assessments and industry benchmarking to improve customer experience and performance.
10/2015 to 05/2016
Senior Manager, National Customer ServicePace Life Sciences – Norcross, GA,
Prominence Health, a wholly owned subsidiary of CHI, oversees a portfolio of commercial and Medicare Advantage health-insurance plans, and also coordinates health care delivery systems and services in areas such as benefits management, health delivery networks, health data analytics, corporate wellness programs, and occupational health.
Implemented key performance indicators and standardization that resulted in an increase of service levels by 196%, bringing all markets into compliance with CCMS requirements.
Reduced outsourcing costs by 833% through implementing vendor and change management with analyzation of processes and utilizing technology and internal resources.
Implemented cross training, mentoring program to enhance utilization of existing team members across multiple contact centers.
11/2014 to 10/2015
ManagerHudson Advisors – Dallas, TX,
Metropolitan Health Plan is a not-for-profit, state-certified health maintenance organization (HMO) with annual revenue of $150 million with a mission to help people improve their health through eliminating health care disparities.
Consulted and established effective and efficient operations, systems and processes for all programs, products and services at MHP, and to assure that the mission, vision and organizational goals are implemented.
Direct management in the development, identification, assessment and management of all services associated with internal and external contact center relations.
Initiated a $20 million outsource transition of enrollment and claims processing to third party vendor.
Championed realignment of operational processes and identified opportunities for process improvement, including streamlining transportation policy, introducing other channels to communicate with members, and realigning teams within a union environment.
09/2009 to 09/2014
Vice PresidentMeta Payment Systems – City, STATE,
Division of $1.3billion Meta Financial Group, Inc., providing prepaid card services and electronic payment services.
Provided consistent strategic corporate methodologies organization wide for the entire consumer life cycle, through multiple delivery channels and alliance partnerships, while exceeding various policy, compliance, legal, and operational standards.
Responsible for the execution of contractual plans for individual client programs and ensuring compliance to all contractual commitments in over 20+ BPO foreign and domestic call centers (US, Canada, India, Latin America, Philippines) while developing a direct management team to ensue customer satisfaction while guiding strategic direction through implementing the application of standard operating procedures (S&OPs) within various operational functions and positions across several lines of business (LOB), both on/near-shore BPO operations.
Initiated a Voice of the Consumer (VOC) program that allowed us to measure the health and quality of the relationship using a consistent approach while better understanding the current state of the relationship, gaps in the relationship hierarchy and providing critical information on how the customer viewed the organization as it strived to become more than a service or product vendor but a “Trusted Advisor”.
Implemented an automated customer service solution through business enterprise mapping that uses automated intelligence and customer data profiles to provide personalized service in customer preferred communications channel – web, mobile, SMS or telephone (IVR) that decreased costs by 361% per contact.
Education and Training
Expected in to to
M.S: Business- Human Resources and Organizational Development University of South Dakota - Vermillion, SD GPA:
Expected in to to
B.A.: Government and International Affairs Augustana University - Sioux Falls, SD GPA:
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