Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Ellard Thomas

Ellard Thomas

Puyallup,WA

Summary

Results-driven operational excellence leader with proven ability to lead multiple teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Director of Patient Care Services

Providence St. Joseph Health
02.2016 - Current
  • Train and guide 11 direct reports to maintain high productivity and performance metrics;
  • Design virtual training curriculum to increasing caregiver proficiency and minimizing traditional learning challenges;
  • Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet Telehealth operations daily demands;
  • Increase caregiver retention above 80% and satisfaction by closely monitoring team member performance and assessing problematic practices;
  • Establish and manage schedules to give proper coverage to required areas and meet service and operational demands;
  • Boost team member productivity by enhancing performance monitoring and instituting motivational approaches;
  • Adjust job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and stakeholder demands;
  • Apply performance data to evaluate and improve operations, target current business conditions and forecast needs

Customer Service Manager

United HealthCare Services Inc.
04.2013 - 07.2015
  • Drove and managed performance of 20+ direct reports to exceed stringent quality and customer service metrics;
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results;
  • Established and updated work schedules to account for changing staff levels and expected workloads;
  • Directed personnel training and mentored team members to promote productivity, accuracy and commitment to service excellence

Senior Managing Consultant

Navos
09.2007 - 03.2013
  • Established technological implementations to increase operational productivity by 33%;
  • Conducted in-depth research into recruitment and retention programs and implemented optimal solutions to drive organizational change, increasing first & 2nd year retention by 21%;
  • Supervised and led 25 employees to high performance levels in cross-functional matrix management structure;
  • Engaged client executives to assess strategic business needs and challenges and translate business strategy into human capital opportunities with business impact

Education

MBA - Business Administration And Management

University of Phoenix
Tukwila, WA
05.2011

Bachelor of Science - Business Administration

University of Phoenix
Tukwila, WA
05.2007

Skills

  • Operational efficiency
  • Operations oversight
  • Strategic planning
  • Strategic planning and execution
  • Performance analysis
  • Operations management
  • Team leadership
  • KPI tracking
  • Employee motivation
  • Staff development
  • Workforce optimization

Certification

  • Certified Project Manager (CPM)

Timeline

Director of Patient Care Services

Providence St. Joseph Health
02.2016 - Current

Customer Service Manager

United HealthCare Services Inc.
04.2013 - 07.2015

Senior Managing Consultant

Navos
09.2007 - 03.2013

MBA - Business Administration And Management

University of Phoenix

Bachelor of Science - Business Administration

University of Phoenix

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