Bonni Rice
Appleton
Summary
Experienced leader dedicated to cultivating partnerships and driving business results. Motivated to advance strategies and continue organizational and enterprise-wide success. Results-driven professional with a proven track record of leadership excellence. Skills in strategic planning, team collaboration, and driving projects to successful completion have consistently delivered impactful outcomes. Strong focus on fostering a collaborative environment, ensuring adaptability, and maintaining unwavering reliability in dynamic settings. Effective communication and problem-solving acumen are key strengths.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Experience Strategy & Transformation Leader
Humana, Inc.
01.2010 - Current
- Develop the strategy, themes, and experience for significant company events
- Includes planning, execution, budget management, measuring success, and pre/post communications
- Innovation and process improvement is key
- Identifies and leverages innovation and new technology, such as meeting apps, webstreams, and satellites to elevate all event experiences
- Lead and collaborate with key organizations internally and externally to create memorable and effective events
- Design and organize Chief Executive Officer’s (CEO’s) Annual Leader Forum collaborating with the CEO and his executive team to deliver a seamless event to the top200 leaders in the company
- Plan and execute CEO’s quarterly All Leader Town Hall meeting encompassing6K+ leaders
- Plan and execute quarterly Management Operating Committee events, including the CEO, and executive team
- Execute complex events which connect leaders in multiple locations virtually and in-person for the annual Summit, rolling out company strategy and culture to all employees
- Plan and execute Humana’s most prestigious award, the Summit Award, which recognizes Humana’s top10 associates of the year
- Producing videos to tell these amazing stories and celebrate together at the annual event
- Administer, manage, and report on multi-million-dollar budgets
- Build and maintain outstanding relationships with external vendors
- Saving the company money through key negotiation
- Collaborate and consult across the enterprise to build cohesive event planning and execution best practices
- Lead brand experience and content development for internal programs
Strategic Consultant
Humana, Inc.
01.2007 - 01.2010
- Built from the ground up and fostered enterprise-wide associate collaboration campaigns
- This included the J.D
- Power and Associates Idea Challenge which boasts participation from over4,000 associates and generated over1000 ideas
- Obtained Six Sigma Green Belt certification by leading a project that saved Humana $50K+ by reducing claims rework requests
- Managed IT project budget for the Insights Integration Team
- Content creator for the Perfect Service Sponsor meeting, Insights Integration Forum, JD Power Action planning meetings
Contact Center Manager
Humana Specialty Benefits
01.2004 - 01.2007
- Created and implemented a plan which allowed over100 internal moves within Humana facilities and construction of the new of a new location: completed within2 months and without any impacts to service
- Focused on staffing models against actuals and implemented as necessary, meeting service level goals during peak times without any assistance from other areas for the first time in the center’s history
- Fostered an environment that encouraged associate development by establishing peer-to-peer coaching and mentoring, job shadowing, one-on-one sessions, side-by-sides, and corporate learning
- Directed the Customer Service Specialists Team from undesirable ending inventory, quality scores, and service levels to exceed all goals within7 months
- Effectively managed the contact center from two locations
Contact Center Manager
ACN Communications
01.2003 - 01.2004
- Expanded the department from80 associates to280
- Established a team of16 supervisors; provided a ratio of15 customer service associates to one supervisor
- Raised the average service level from4% to80% within5 months
- Developed performance measurement objectives that helped achieve center goals as well as company goals
- Designed and implemented a call quality model to ensure Best in Class customer care
- Fostered interdepartmental processes and procedure improvement for effective beginning to end workflow
Help Desk Manager
Global Crossing
01.2000 - 01.2003
- Developed a strong working relationship between the help desk and the developers who created the website and software
- Implemented a quality assurance program for new development to the website
- Allowed issues to be found and resolved with no impact to the end user
- Established processes and procedures for new product launches, including training modules to ensure launch success
- Created from ground zero a help desk team of10
Education
Business
Fox Valley Technical College
Appleton, WISkills
- Leadership Strategic Planning Innovation Digital, Physical and Hybrid Events Program Management Reporting Product Marketing Business Development Conference Planning Event Operations Budget Planning and Administration Vendor Management
Accomplishments
- Developed and directed overall strategic planning, execution, and budget for100+ events, impacting6K+ leaders and50K+ associates enterprise wide. Including collaborating with key organizations internally and externally regarding strategy, content, presentations, and technology.
- Designed and successfully implemented Humana’s first hybrid events, starting in2016 – before “hybrid” events
- Led a team of20 associates and leaders from across the enterprise to expand cultural programs.
- Created new ways of learning through use of technology, with over5,000 employees engaging within the first year
- Directed, planned, implemented, and reported on36+ proactive guidance campaigns which provided various types of guidance to225K+ members and employees, recognizing a cost avoidance of $1M+.
Certification
- Microsoft Office, Workday, Mobile and Virtual Event Platforms, Cvent, various SaaS tools and applications
- Six Sigma Green Belt Certified | Humana
Timeline
Experience Strategy & Transformation Leader
Humana, Inc.
01.2010 - Current
Strategic Consultant
Humana, Inc.
01.2007 - 01.2010
Contact Center Manager
Humana Specialty Benefits
01.2004 - 01.2007
Contact Center Manager
ACN Communications
01.2003 - 01.2004
Help Desk Manager
Global Crossing
01.2000 - 01.2003
- Microsoft Office, Workday, Mobile and Virtual Event Platforms, Cvent, various SaaS tools and applications
- Six Sigma Green Belt Certified | Humana
Business
Fox Valley Technical College
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