Sheldon Klukas
Eden Prairie,MN
Summary
Professional leader with extensive experience in driving strategic initiatives and fostering effective team collaboration. Strong background in project management, budget oversight, and stakeholder engagement, ensuring organizational goals are met efficiently. Known for adaptability, reliability, and focus on achieving impactful results. Skilled in leveraging data-driven insights, optimizing processes, and mentoring teams to excel in dynamic environments. Known as an action-oriented problem solver with persuasive communication skills. Proven track record in managing key business projects, data warehousing, and program management.
Overview
47
47
years of professional experience
1
1
Certification
Work History
Associate Director; Project Manager
UNITEDHEALTH GROUP
01.2004 - Current
- Manage and lead business critical projects for UnitedHealthcare, Optum (Ingenix), UnitedHealth Group
- With UnitedHealthcare (2008-current), serving in program and project management roles for data integration projects from acquisitions (MAMSI and Oxford) and updating the business to accommodate a major shift to ICD-10 coding system
- Serving as business owner for key data warehouse assets (Galaxy and UGAP)
- Led Healthcare Economics team in creation and maintenance of business continuity plan
- For UnitedHealth Group (2006-2007), led clinical analytics and customer reporting programs, as well as other projects that sought to improve relationships with regulators
- For Ingenix business unit (2004-2005), led projects in the realms of product (claims groupers) and clinical analytics
Project Manager
CERIDIAN
01.2002 - 01.2004
- Managed and led business critical projects for major business division
- Led a cross-functional business team that analyzed the need and provided the necessary remediation (processes, procedures and training) that enabled the business to become compliant with major new privacy and security regulation, the Health Insurance Portability and Accountability Act (HIPAA)
- Formed and directed a project team responsible for developing a $3,000,000 business management system designed to support all aspects of service delivery for employee effectiveness division
- Guided the technology team in developing a streamlined reporting process that combined data from disparate sources making it available for reporting in a state-of-the art report generation tool
Project Manager
GE CAPITAL FLEET SERVICES
01.2001 - 12.2001
- Managed a process improvement project for operations call center
- Guided project team on $200,000 technology improvement that would result in $1M savings over a 3-year period
- Directed internal and external resources in a coordinated effort to automate 100,000 annual calls via an interactive voice response system
- Enhanced customer self-service levels increasing coverage from 12 hours per day to 24x7 availability
Operations Manager
GE CAPITAL FLEET SERVICES
01.1996 - 12.2001
- Managed a wide variety of operational functions from program material production to customer reporting
- Implemented consumer web & interactive voice response (IVR) applications that collected monthly data from over 50,000 users
- Applications replaced a paper-based process that required extensive manual processing
- Reduced errors (99%) and data entry expenses ($200,000 annually)
- Managed technical support team for proprietary software used by over 1,000 customers
- Managed implementation process for new upgrade, including on-site training in 25 locations throughout the U.S
- And Canada
- Administered the annual production of over 500,000 pieces of program materials
- Process improvements allowed for a 33% staff reduction
- Managed the card production for nationwide fuel purchasing product and significantly enhanced card features and functions for 250,000 users
- Integrated operational support functions for like processes from the U.S
- And Canada into 1 location resulting in a 25% staff reduction
Strategic Consultant
GE CAPITAL FLEET SERVICES
01.1995 - 12.1996
- Designed, implemented and delivered analytical tools for account management and sales teams to support the value statement and enhance product sales
- Initiated an effective, automated customer review process for use in satellite sales locations that increased by 6 times the number of account reviews that could be delivered annually
- Created analytical tools for sales to provide comparative lease analyses increasing sales customer face time and improving the professionalism of their approach
- Participated on cross-functional product teams that defined the value statement and created unique marketing approaches that delivered increased sales for multiple products
Customer Focus Team Facilitator
GE CAPITAL FLEET SERVICES
01.1994 - 12.1995
- Provided direction to a cross-functional team delivering service to a broad array of customers
- Formed and managed a cross-functional team of 25 people serving the customer base for the entire western half of the country
- Provided a high degree of organization and motivation for new team concept that delivered all aspects of operational expertise including customer service, operations, billing and collections
Portfolio Analyst
GE CAPITAL FLEET SERVICES
01.1992 - 12.1994
- Provided account and budget analysis for customer service organization
- Compiled budget for customer service organization reflecting sales targets, historical data and staff budget ensuring a coordinated effort to meet business goals
Senior Account Executive / Account Executive
GE CAPITAL FLEET SERVICES
01.1984 - 12.1991
- Provided customer service and account management
- Managed a team of customer service representatives serving customers in the northeastern U.S
- Managed a customer portfolio of Fortune 500 companies ensuring delivery of quality service and product satisfaction
Systems Coordinator; Purchasing Agent
GE CAPITAL FLEET SERVICES
01.1978 - 12.1983
Education
B.A. - Music
Gustavus Adolphus College
St. Peter, MNSkills
- Project Management
- Strategic leadership
- Analytical Thinking
- Coaching and Mentoring
Development
- Six Sigma Black Belt
- Project Management
- Business Process Management
- Experienced Manager Course – GE Crotonville
- FISH! Philosophy
- Cash Flow Analysis
- Workout/Change Acceleration Process
- Activity Based Costing
- Strategies for High Involvement Leadership
Certification
- Six Sigma Certification
Timeline
Associate Director; Project Manager
UNITEDHEALTH GROUP
01.2004 - Current
Project Manager
CERIDIAN
01.2002 - 01.2004
Project Manager
GE CAPITAL FLEET SERVICES
01.2001 - 12.2001
Operations Manager
GE CAPITAL FLEET SERVICES
01.1996 - 12.2001
Strategic Consultant
GE CAPITAL FLEET SERVICES
01.1995 - 12.1996
Customer Focus Team Facilitator
GE CAPITAL FLEET SERVICES
01.1994 - 12.1995
Portfolio Analyst
GE CAPITAL FLEET SERVICES
01.1992 - 12.1994
Senior Account Executive / Account Executive
GE CAPITAL FLEET SERVICES
01.1984 - 12.1991
Systems Coordinator; Purchasing Agent
GE CAPITAL FLEET SERVICES
01.1978 - 12.1983
B.A. - Music
Gustavus Adolphus College
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