Customer Service Manager

JOHN PRYDE, MBA, CIPP

*** ********* ( Spring Branch, Texas 78070

*******@****.*** ( 830-***-****

PRIVACY & COMPLIANCE

CORPORATE MANAGEMENT, DEVELOPMENT, COMMUNICATION, IMPLEMENTATION, &

OPERATION

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CORE COMPETENCIES

. Privacy . HIPAA . Technology Development

. Strategic Departmental Alliances . Contract Review

. Productivity and Efficiency . Compliance Planning & Oversight .

Change Management

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PROFESSIONAL EXPERIENCE

H-E-B Retail/Pharmacy -San Antonio, TX

Manager, Privacy & Regulatory 03/2009-

present

Serve as Privacy Manager for H-E-B and its 300+ stores (32 of which are in

Mexico) and 75,000 employees. Continuing responsibilities of former

position, with added responsibility of coordinating compliance activity

throughout H-E-B. Work closely with H-E-B departments to develop Global

Compliance Training, for example MSB; Fraud, Waste, & Abuse;

Methamphetamines.

o Responsible for Global Retention for business, regulatory, and legal

requirements.

o Privacy representative for such groups as Social Media Governance

Committee; steering committee for new Wellness Initiative; Red Flag Rule

committee; and Pharmacy Third Party rewards program.

o Created plan for companywide data and record management program.

Implementing and managing department for Record Management for H-E-B.

o Meet regularly with IS Security to insure privacy project completions,

such as Encryption Project. Review audit results for possible breaches

or unauthorized access, and strategically plan for external process

reviews.

Manager, Privacy 08/2002-

03/2009

Implement privacy laws and regulations. Insure security and disposal of

paper and electronic records and data. Collaborate with IS on privacy and

security implementation and strategy. Directly supervise hourly and exempt

employees of the department. Serve as resource for litigation support,

subpoenas, legal holds, and data inquiries. Provide guidance for company

initiatives, Ecommerce, and Customer Service.

Screen and approve all contracts and agreements, both foreign and domestic,

which involve privacy. Responsible for compliance with HIPAA and state

privacy laws within Pharmacy and Benefits areas. Required to be subject

matter expert in domestic and international privacy. Manage complaints,

perform risk analysis audits and investigations, and interact with

customers and law enforcement. Insure appropriate access to records for

Customers and other appropriate parties. Communicate with employees via

Web page, newsletter, presentations, and other mediums.

o Created Corporate Privacy Policies and SOPs for H-E-B and H-E-B.com

consistent with Company's vision.

o Developed H-E-B's HIPAA Compliance program for HIPAA and HITECH,

including training, formulation of policies, procedures, and auditing.

o Brought disorganized system for handling subpoenas for health information

into one that resulted in a 33% increase in revenue for legal document

fees.

o Oversees proper disposal of H-E-B's data and electronic data storage

equipment.

o Created, with Enterprise Security, internal privacy and data protection

controls.

o Launched successful training initiative for Privacy and Security.

o Monthly meetings with Legal on privacy guidance and information

discussions for H-E-B.

Senior Analyst, Pharmacy (H-E-B) 07/2000-

08/2002

Worked with upper-level executives on strategic planning of pricing of

Pharmacy products; implemented new technologies to promote efficiencies;

and increased effectiveness of workflow within H-E-B Pharmacies.

o Performed inventory audits of pharmaceuticals, evaluating loss, expired

product, and loss due to theft.

o Oversaw 20% increase in revenues due to revision of product pricing.

o Produced and evaluated data to allow for efficiency of Central Fill

facility, which increased usage by 15 percent.

U.S. Bank, Inc.-St. Paul, MN

11/1999-7/2000

Lead Analyst, 24 Hour Banking/Call Center Operations

Made recommendations on strategic goals and interacted within the five

components of the Consumer Banking division. (Note: US Bank was bought out

and department was to be merged, which necessitated a job change.)

o Prepared Key Performance Indicators (KPIs), which allowed upper

management to assess factors of cost control as well as individual

performance of personnel.

MLT, Inc. (Northwest Airlines)-Minnetonka, MN

1997-11/1999

Financial Analyst, Human Resources Department

Effectively created compensation policies and programs to increase

productivity, reduce turnover, and control costs. Set measurements,

programmed databases, created reports, and communicated results to

executives at Northwest Airlines.

o Authored Policies and Procedures manual.

o Worked on special projects: for example, the Paid Time Off (PTO) program,

which simplified HR's management of employee leave; Continuing Education

Program.

Early Career: Served as Senior Financial Analyst of WIC for State of

Minnesota's Health Department (1994-1997). Sole financial analyst for

program with $60 million annual budget; forecast, monitored, and developed

budget; allocated funding to 70 different local agencies; responsible for

all purchases, rebates, payroll, disbursements, and travel expenditures.

Associate, Technology and Management Services (TMS) in Gaithersburg, MD

(1990-1994). Provided technical advice on budgetary matters for private and

government contracts with this consulting & contracting firm. Assisted in

marketing efforts to maintain a competitive edge. Prepared business

agreements.

EDUCATION

Master of Business Administration (MBA) ( University of Maryland -

Frostburg, MD

Bachelor of Science, Business Administration ( Montana State University -

Billings, MT

CERTIFICATIONS, CONTINUED LEARNING, & COMPUTER SKILLS

CIPP (Certified Information Privacy Professional) from IAPP

Microsoft Office (Word, Excel, Access, PowerPoint)

PeopleSoft 8, Versatile, Microstrategy

PROFESSIONAL ASSOCIATIONS & AWARDS

International Association of Privacy Professionals (IAPP)

ARMA International (records and information management association)

Open Compliance and Ethics Group (OCEG)

Society of Corporate Compliance and Ethics (SCCE)

"Excellence in Internal IS Support Award" (2003)

Nominee: Mabry Excellence in Management Award (2009)

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