Summary
An accomplished and experienced corporate professional who brings over 20 years of Senior Corporate Business acumen to the table. Successfully managed over $2.3 billion dollars in Total Contract Value (last 10 years) Achieved average EBIT of 15-26% annually while driving business growth have been able to navigate complex corporate challenges and drive transformation for positive outcomes with over $75 million in savings. As a seasoned professional with an incredible entrepreneurial spirit with expertise in operations management, financial analysis, cost savings implementations and business development, have consistently demonstrated ability to drive business growth and accomplish organizational objectives through strategic planning, effective leadership, and transformative change initiatives. Unwavering commitment to providing exceptional Customer Experiences (CX) has been a driving force behind success. Possess a deep track record of creating and executing effective CX and change strategies. Additionally, excel in building and leading large high-performing teams that consistently deliver outstanding results. Regardless of the industry, possess the skills and knowledge necessary to achieve success and drive positive change. Results-driven Executive with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
29
29
years of professional experience
Work History
Vice President of Operations
Conduent Government & Commercial Sectors
01.2017 - 12.2022
- Provided all day-to-day operational oversight over teams managing human social service programs, which included Medicaid, Medicare, and other State and Local benefit programs
- Managed and supported 1,100 employees with 6 direct reports located in 9 offices including call centers with $225 million annual P&E oversight
- With Conduent being one of the world's largest provider of business processing outsourcing companies, I have multi-sector business expertise and experience with leading capabilities in business processing outsourcing, transaction processing, automation, analytics, and constituent experience
- At Conduent I also worked with Manage Care Providers, Healthcare plans, Healthcare Payers, Pharma, and Government healthcare clients and projects
- Co-lead operations and manages over enterprise support functions and teams including Innovations, Staff Augmentation Oversight, Systems, Project Management, Customer Care, CX Leadership, Process Improvement, Call Centers, Audit and Reimbursement, Analytics (employees/outcomes/efficiencies), Quality, Finance, HR, Applications (client case management) for the eligibility and benefits for one of the nation's largest health plans with benefit management for 1.2 million Medicaid and Healthy Indiana Plan (HIP) recipientsSat on the following special project teams/initiatives for Conduent Corporate:
- Cost Optimization Initiative Coordinator (average $15-$32 million per year savings)
- Staffing augmentation and vendor management SME
- Corporate Management Council Team Member - Market penetration and retention
- Ideation Session Team Lead - Attrition Group
- Workforce Optimization Corporate Planning Team
- Acquisition and Operational Business Takeover Specialist (new & retained business)
- Multi-State Operations HR and Legal Executive Strategic Plan SME for Conduent
- Lead contract negotiations and amendments for state and private managed care providers' operations outsourced businesses
- Company Departmental Matrix Liaison - Government Eligibility Sector
- Vendor Management SME - Vendor research, identification, and contract negotiations
- Operations Automation Team Leader - Eligibility ad Call Center Sectors
- Process Improvement - Operations and employee development and work environment enhancements
- Lead Change and Culture Agent Operational Improvements
- Employee Innovations Lead (Call center AI development and implementation)
- Quality Team Leader - State and Local Sectors
Vice President of Operations & Operational Improvement
Xerox
01.2010 - 12.2016
- Acting as Chief of Staff, and Director of Multifaceted Teams was integral part of business process:
- Supported and maintain eligibility and benefit management for 1.2 million Medicaid and Healthy Indiana Plan (HIP) recipients
- Supported and manage 2,500 employees located in 11 call centers and more than 50 Medicaid local offices
- Maintained $1.054 billion TCV Indiana Eligibility Modernization Program for State of Indiana
- Direct oversight over Innovations, Business Analytics, Quality, Project Management, System Development, Local Office Operations, and Vendor Services Teams
- STRATEGIC LEADERSHIP-Grew year over year revenue by 5-12% annually
- Over last 5 years, increased EBIT by 14- 32% through cost saving initiatives and efficiencies, which resulted in $12 to $30 million in savings annually
- Created Xerox New Talent Feeder Program to identify, develop and build future social service talent
- Created multi-year Human Capital initiative to address staff health and wellness which included onsite health screenings, continuing education, and disease management platform
- TEAM BUILDING - Functioned as Indiana Executive Lead for all matters requiring executive participation
- Collaboration with multiple complex matrixed groups to function as legal, audit, HR, and finance liaison for Indiana
- COLLABORATION - Implemented 3 of 5 Hoosier Indiana Plan (HIP) 2.0 Xerox contractual milestones, requiring efforts of internal company resources and departments, State agencies and their leadership
- Milestones required hiring of additional 750 employees, as well as ensuring all internal systems, platforms, and benefit programs were successfully supported
- Implementation was completed in 120 day period of time to support 400,000 Medicaid recipients
- Lead company as one of top culture change agents
- Accomplishing through areas of innovative employee health services and workplace environment initiatives
- Implemented largest and most complex compensation program throughout Xerox worldwide for call center agents managing health care managed care eligibility staff
Founder & Chief Executive Officer
Universal Behavioral Services
01.2000 - 01.2010
- Indiana's first fully licensed community mental health center in over 30 years
- Inaugurated Indiana's first mobile crisis unit for mental health patient
- Unique mental/physical health center, combining metal health professionals and medical doctors under one roof
- Created unique Managed Care organization that combines mental and physical health services under one roof
- Provided services for 16,000 Medicaid, Medicare, and managed care patients
- Oversaw all aspects of community health center's day-to-day operations
- Implemented grant and other fundraising strategies, including researching funding sources, approaching funders, submitting grant proposals, and administering records and documentation to assure compliance with all funding requirements
- Responsible for recruiting, hiring, developing and contract negotiations for executive team, physicians and medical staff
- Responsible for supporting company mission to provide exceptional patient experience through operation of inpatient, outpatient, emergency services, and community outreach
- Administered and monitored, with input from CFO and Board Chair, annual budget, including handling day to day financial transactions
- Served as public advocate and educator in community, marketed UBS mission and education regarding mental health needs of members of community; Served as chief liaison with Board of Directors, including developing and planning meeting agendas, participating in board meetings, and coordinating strategic planning.
- Oversaw divisional marketing, advertising and new product development
- Conducted target market research to scope out industry competition and identify advantageous trends
- Cultivated company-wide culture of innovation and collaboration
Vice President of Business Development
IT Business Corporation
01.1996 - 01.2000
- Oversaw Acquisitions and Mergers Group as well as new Business Development team
- Oversaw and managed technology and information systems of organization
- This involved developing and implementing strategies to ensure that company's technological resources were aligned with overall goals and objectives
- Responsibilities also included managing IT professionals, overseeing software development and infrastructure projects, ensuring security and integrity of company's data, and making sure that technology and systems in place are optimized for efficiency and productivity.
Director of Operations
AT&T
01.1994 - 01.1996
- Directed Company-Wide Billing Call-In Line Center supporting 32,000 internal employees
- Managed 23 highly skilled team of managers responsible for corporation’s internal billing network
- Responsible for screening and hiring of subject matter experts
- Administered development, training, and reviews of subordinates
- Created and implemented highly successful plan for mechanization of manual tasks associated with Call-In Line Center’s functions.
Education
MASTER’S - BUSINESS ADMINISTRATION
06.1993
BACHELOR OF ARTS -
05.1992
Skills
- Strategize Plans
- Industry Best Practices
- Verbal and Written Communication
- Process Optimization
- Operational Leadership
- Performance Metrics Analysis
- Operational Efficiency
- Operations Oversight
- Process Improvement
- Budgeting and Forecasting
- P&L Responsibility
- Lead Support Skills
Timeline
Vice President of Operations - Conduent Government & Commercial Sectors
01.2017 - 12.2022
Vice President of Operations & Operational Improvement - Xerox
01.2010 - 12.2016
Founder & Chief Executive Officer - Universal Behavioral Services
01.2000 - 01.2010
Vice President of Business Development - IT Business Corporation
01.1996 - 01.2000
Director of Operations - AT&T
01.1994 - 01.1996
AURORA UNIVERSITY - MASTER’S, BUSINESS ADMINISTRATION
AURORA UNIVERSITY - BACHELOR OF ARTS,
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