Process Improvement Manager

Career Summary

. Over ** years of professional work experience in enterprise operations

strategy, project management, systems development and implementation,

process improvement, and vendor management

. More than 10 years of experience managing large-scale consulting,

design, and training projects involving geographically-dispersed

project teams and target populations

. More than 10 years of experience in people management

. Earned a Six Sigma Green Belt from the Goldyratt Institute; involved

in process improvement work on multiple manufacturing, call center,

and product launch efforts with total savings exceeding $10 million

Work Experience

Process Improvement Director, Consumer Marketing, WellPoint, Inc., June

2010 - August 2010

Provide business support for a major Siebel CRM implementation across the

Consumer business segment sales force

Staff Vice President, Senior Business Change Management, WellPoint, Inc.,

June 2008 - June 2010

Lead a team of 33 associates (Director level and below) responsible for

planning, project execution, consulting, and process improvement for

WellPoint's Senior Business Unit ($8B P/L, 1.3M members)

. Facilitate annual and continuous planning based on business and IT

strategy, capabilities, and identified initiatives necessary for

executing on the strategies, which includes orchestrating pre-

initation and discovery

o Manage relationship with GMs and business function/matrix

partner VPs; regular interface with Senior Business CEO

. Manage a Plan of Record comprised of 29 projects, $43M+ in IT spend

. Delivered 27 of 29 projects to closure in 2009 using WellPoint's

Planning and Governance processes; project work directly linked to

lifting of CMS sanctions for 2010 selling season, resulting in

Pinnacle Award, WellPoint's highest award for business impact

Director, Process Improvement, WellPoint, Inc., March 2007 - June 2008

Led a cross-functional team and program that is responsible for annual

product launch and 1/1 readiness for Senior business

. $15 million program with $75+ million in Actuarial ROI annually

. 15 direct reports at manager level who have project/program

management, process improvement and functional area expertise

o Indirect management of 100+ resources

. 2008 program resulted in fewest issues in the history of the Senior

business with earliest resolution date (January 9th)

o Contained migration of 1.2 million Senior members to PBM claims

processing system of choice (ProPBM)

. Effected process improvements with savings of $2+ million for calendar

year 2008 (2009 program)

. Took over leadership of Senior Age-in Program (projected membership

growth of ~80K members over the next three years)

. Added Senior Sales Training to direct reports (7 FTE)

Business Development Manager, WellPoint, Inc., July 2005 - March 2007

Formulate enterprise call center strategy, to include standard/consistent

processes, IT infrastructure and systems, and associate

support/development; support enterprise/regional implementation of

processes, systems, and associate initiatives across all WellPoint

operations

. Led the Enterprise Customer Service Program Management Organization

(PMO), which was responsible for consistent/standard configuration and

deployment of call center technologies across WellPoint's 65+ call

center operations; consulted with business units on requirements

gathering and response, development, testing, and deployment of

processes and technologies; provided post-production support such as

change control, release management, and migration/capacity planning

. Created and implemented an enterprise quality program for Tier 1

Provider calls (10 million calls, or about 50% of WellPoint's total

volume), to include audit criteria, scoring, weighting, audit

processes, supporting technologies, reporting, analytics, and action

planning

. Created a quality strategy for WellPoint's Part Medicare D Strategic

Business Unit, to include Sales, Enrollment, Billing, Membership,

Claims and Customer Care; implementation in progress

Training Manager, WellPoint, Inc., June 2003 - July 2005

Manage Operations Performance Department staff on a variety of performance

improvement initiatives and technology implementations; manage strategic,

enterprise-wide projects; coach staff through performance analysis,

instructional design, Technology Enabled Learning (TEL) solutions, and

performance support work; conduct strategic consulting in partnership with

Organization Development (OD) and Human Resources (HR).

. Oversaw the analysis, design, development, and implementation of all

end user performance interventions for enterprise-wide customer

service technology effort, impacting over 4000 customer care

associates across WellPoint, on time, under budget, and with

significant improvement in call center metrics; requested services

expanded to include administrator training and Help Desk education

. Recipient of award for Outstanding Performance Intervention from the

International Society of Performance Improvement (ISPI), 2004, for

integrated change management approach for BCBSGA call center

presentation layer rollout

. Brought the CTT+ certification to WellPoint, which has resulted in

more than 200 certified trainers and improved learner satisfaction

survey results

. Managed the creation of performance interventions for Operations

audiences for the enterprise-wide rollout of the Health Savings

Account (H.S.A.) product (5 plans, 5000+ associates targeted), which

has prevented errors and improved customer satisfaction

Performance Consultant, WellPoint Health Networks, January 2001 - June 2003

Prompted by client training requests, analyzed performance problems at the

plan level and below; determined root cause of problems and formulated

recommendations for fixes; contracted with clients on fixes; evaluated the

results of implemented fixes. Managed performance consulting and

instructional design initiatives at plan level and below

. Launched the performance consulting approach within the Operations

Performance Department, which resulted in an expanded solution set

that included communications, change management, training,

reinforcement, process improvement, and evaluation

. Oversaw the development of the first custom eLearning event at

WellPoint, which resulted in the creation of an eLearning strategy

that included additional eLearning events across the enterprise as

well as the purchase of an enterprise Learning Management System (LMS)

. Introduced the use of performance support at WellPoint (Electronic

Performance Support Tools), which resulted in a listing in the Top 10

WellPoint Business Practices, 2003

. Oversaw the design and development of the Customer Care New Hire

Curriculum, which won an Honor Award and an ISPI Award and resulted in

shorter rampup time and improved quality for new Customer Care

Associates (CCAs)

Training Consultant, Dell Computer Corporation, August 2000 - January 2001

Started up and managed performance improvement for Dell's Nashville, TN

manufacturing operation; responsible for strategic planning, performance

analysis, scheduling, coordination, facilitation, execution, budgeting, and

vendor management for 2000+ plant employees and 1400+ sales/technical

support employees. Performed staffing and generalist work on a backup and

rotational basis.

. Led the implementation of the SABA Learning Management System (LMS)

for the Nashville site; served as Domain Manager for the site

. Participated in process improvement project for New Hire Orientation

that realized an annualized savings of $1 million

. Managed the Six Sigma Training Program for the Nashville site (8 Black

Belts and 30 Green Belts)

Training Advisor, Dell Computer Corporation, June 1999 - August 2000

Started up and managed performance improvement for Dell's Lebanon, TN

manufacturing operation; responsible for strategic planning, performance

analysis, instructional design, coordination, facilitation and execution of

training for 2000+ plant employees (management/professional and hourly).

Performed staffing and generalist functions on a backup and rotational

basis

. Oversaw weekly New Hire Orientation for over 5,000 Dell associates

. Received a Customer Millenium Award, 1999, for starting up

manufacturing training in Nashville

. Pioneered training programs that were later adopted at the corporate

level

Training and Development Liaison, Envision, Inc., June 1998 - June 1999

Developed and delivered software applications and hardware/peripherals

training, eLearning and performance support for two divisions onsite at 3M

Austin Center, Austin, TX.

. Supported previously unsupported software applications, resulting in a

savings of $6000 per month

. Created a Microsoft Project Special Interest Group (SIG) onsite; grew

into a community SIG

. Served rotations on the Internal Help Desk, providing user support on

hardware and software

. Led the implementation of the Docent LMS at the Austin site

. Created reference and procedure documentation for systems, databases,

and interfaces

. Facilitated and wrote business and technical requirements for large-

scale IT initiatives

Director, Technical Publications, Central Texas College, September 1995 -

June 1998

Managed Graphics Design department (5 associates); created technical

proposals (contracts) for delivery of technical performance interventions

to the military; board documents; course curricula; and marketing

materials.

. Implemented e-Printing, which eliminated manual submission of print

jobs to copy center

. Migrated classroom courses to internet delivery, which resulted in an

increase in enrolled students

. Won all incumbent contracts and added three new contract programs

during my tenure, resulting in $3 million in additional revenue

Technical Writer/Instructional Designer, Professional Datasolutions, Inc.,

March 1994 - September 1995

Designed and developed eLearning, online help, instructor-led training

curriculum, and user reference guides for a set of proprietary software

applications, databases, and interfaces

. Convinced CEO to pilot eLearning as not only cost savings, but profit

center

. Oversaw creation of all instructional materials/presentations for

annual Customer Meeting (2000+ attendees from around the world)

Performance Support Designer, Total System Services, Inc. (TSYS), March

1992 - December 1993

Developed, tested, and implemented the first online help system for the

TSYS software application; designed and developed eLearning and performance

support solutions for users of the TSYS software application

Education

Bachelor of Arts, English, Columbus State University, Columbus, GA, 1991;

Master of Science in HR Management, Troy State University, in progress

Awards and Certifications

Certified Microsoft Office User Specialist (MOUS) in Word, Excel,

PowerPoint, Project, Access, and Outlook; Certified Technical Trainer

(CTT+); Mager certified (CRI and IMD); Six Sigma Green Belt (Goldyratt

Institute); Certified Performance Technologist (CPT) designation in

progress; WellPoint Honor Award, 2004; ISPI Award for Outstanding

Instructional Product or Intervention, 2004; ISPI Award for Outstanding

Performance Intervention, 2005

References available upon request

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