Rick Roberts

Provides high-level technical consultation to management and team members in the development, implementation, and ongoing operation of the Administrative Support Unit. Provides technical expertise in data analysis and research for the ASU and Service Center with consistent review of the training data, identifying any risks related to the training requirements of Covered California. Independently develops and implements program policies and procedures for ASU and the Service Center. Acts as a liaison, representing ASU at meetings, conferences, focus groups, etc., on a variety of Service Center training programs and operational issues, serving as a subject matter expert on the work of ASU. Works, consults on, or leads branch projects; gathers information, and reports back to management. Develops and monitors policies, procedures, and program operations to ensure compliance with Covered California training policies. Makes recommendations to the management on the development and implementation of program policies and procedures. Develops and produces daily, weekly, monthly, quarterly, annual and ad hoc reports. Develops reports and monitors programs to provide the Service Center Senior Leadership and management teams with the data needed to ensure appropriate oversight of Service Center training and inform process improvement initiatives. Acts as a liaison with Covered California University, Workforce Management, and Service Center Leadership. Contributes information and ideas with co-workers to maintain an environment conducive to learning and supporting a cohesive team atmosphere.

Started my own consulting business after VPD closed to continue to serve several customers. I assist them in identifying new products to bring to market. I find the suppliers overseas, negotiate pricing and terms. I then oversee the production and shipping.

Assisting consumers enroll in healthcare plans. Providing “One-Call” resolution to consumers requests/questions. Keeping detailed records of all interactions. Completing "Offline" work: Returned mail, manual verification of scanned documents, manual renewals and doing triage of consumer appeals.

• 20+ years of increasing responsibilities with a leading distribution company. Various positions providing Management-Budgeting, analysis, personnel, planning,  project management, program evaluation, technical analysis, reporting to and providing suggestions of possible solutions to senior management.  Creating and presenting sales presentations and developing relationships with customers, co-workers and vendors.
• Began work in Operations-Setting up new distribution facilities nationwide, training new hires/managers and managing them.  
  Created the company's first Standard Operating Procedures, Training syllabus and Tracking programs.  
• Moved into Logistics- Expanding freight carriers, analyzing vendor performance and reducing costs.
• IT Liaison- Managing programming resources, developing new programs to improve customer loyalty and efficiencies and purchasing hardware.
• Director of Sales and New Business. Partnering with the company's largest customers. Providing data and experience for sales presentations.  Leading process improvement projects internally and with two of our Fortune 500 customers.  Worked with Operations and IT staff to create new programs and procedures to handle a large increase in volume and data required to create over 500 million dollars per year in sales.  
• Our company went from a small local distributor to an industry leading national distributor because of our commitment to going beyond customer satisfaction and developing customer loyalty.