LISA D'SOUZA
***** **** ****** ***, **********, MD 20874
Mobile: 301-***-**** Email: abmq1o@r.postjobfree.com
SUMMARY
A top performing and results oriented management professional with 13 years
progressive experience in strategic planning, operations management,
training and development, technology implementation, direct marketing and
contract negotiation. Successful leadership experience in the health care,
pharmacy benefits, insurance, e-commerce and fraud prevention industries.
Demonstrated ability to be technology focused to drive maximum efficiencies
and high performing teams. Possess excellent communication skills acquired
through experience in multicultural and cross-functional environments.
PROFESSIONAL EXPERIENCE
Catalyst Health Solutions, Inc., Rockville, MD
06/2005 - 04/2010
Executive Director, Customer Service Operations (01/09 - 04/10)
Director, Customer Service Operations (09/05 - 12/08)
Manager, Supplemental Benefits (06/05 - 08/05)
Manage all operational aspects of six major functional areas including
National Training, National Quality Assurance, New Client Implementation,
Pharmacy Audit, Pharmacy Paper Claims, and Supplemental Benefit programs.
. Launched two major price increases in the Supplemental Benefits
program between 2005 and 2008 that directly generated an additional
$4.5 million and $1.5 million in top line revenues each year
respectively as well as run off margin improvements
. Key involvement in successful mitigation and strategy development in
litigation and contract disputes relating to the Supplemental Benefits
programs including serving as a key witness
. Developed and led the creation of a national department to process
paper claims including but not limited to staffing and implementing
compliant processes, technology and reporting
. Implemented a comprehensive e-learning program including guidelines
and measurements to determine the program's effectiveness
. Reduced cost per paper claim processed by 60% from 2006 to 2009 due to
the institution of agent productivity standards and comprehensive
automation of scanning and optical character recognition software to
greatly reduced manual data entry
. Implemented a robust SharePoint intranet site from concept to launch
that improved a majority of processes, provided an extensive
knowledgebase and document repository and led to reduced new hire
training completion times by at least 25%
. Overhauled the problem resolution process and tracking by implementing
a web based technical solution called FootPrints which enhanced the
ability to review trends and implement solutions to improve quality of
service
. Automated processes relating to the desktop pharmacy audit function by
implementing a proprietary fraud detection tool, organizing and
streamlining the pharmacy communication process and reduced manual
work through automated reporting
. Negotiated purchase price, selected and implemented new call
monitoring quality assurance and e-learning tool, Verint Impact 360,
to replace and advance the company's call monitoring program and
establish e-learning for the new hire training and ongoing educational
programs
. Improved project management for new client implementations and
communications through customized workflows using the company's
SharePoint intranet site
. Supported many compliance efforts related to URAC accreditation, NCQA,
SAS70, SOX, Medicare Part D / CMS through the interpretation of
regulations followed by implementing revised operational processes,
writing policy and procedures and tracking improvements and turn
around times
. Identified risks and rewards related to acquisitions and mergers
through due diligence efforts as well as successful project management
for integration efforts and high profile projects
. Analyzed capital expenditure purchases through ROI modeling and
contract evaluation
. Demonstrated success with client presentations and creating strategic
sales and marketing collateral
Banner Life Insurance, Rockville, MD 02/2002 -
06/2005
Policy Issue Supervisor
. Managed, directed, and planned the operation and workflow of a
customer service team of 11 staff in order to meet and exceed customer
expectations and company standards
. Monitored and evaluated incoming and outgoing telephone communications
to ensure compliance with customer service standards and also track
abandoned call rates
. Led a project to develop a graphical user interface (GUI) system for
the Policy Issue department. Completely responsible for the training,
implementation, and coordination of new program releases
. Built effective business relationships with General Agencies by
representing the Policy Issue department at vendor meetings.
Responsible for business presentations, communicating new developments
within the Policy Issue department and demonstrations of new software
. Validated contract integrity to ensure contract provisions were in
compliance
. Communicated with the IT department on all technical issues affecting
the Policy Issue department including the implementation of new
products
. Controlled expenses for the department's cost center through accurate
budget and forecasts
AOL Ltd. (Formerly CCGI), Greenbelt, MD 08/1999 -
02/2002
Risk Manager, Greenbelt, MD (05/01 - 02/02)
Customer Service Manager, St. Maarten, N.A. (08/99 - 05/01)
. Developed a new department to monitor and manage the company's risk
. Reduced chargeback ratios from 10% to 3% within 2 months as a result
of implementing fraud prevention measures in the company
. Coordinated with credit card processors, banks, risk management
organizations and others to identify all potential sources of fraud
. Identified and analyzed negative trends and variances in profit levels
and implemented necessary adjustments in risk management policies and
procedures in accordance with organizational goals and budgets
. Prepared regular statistical reports on fraud activity, customer
satisfaction and workload levels to facilitate strategic business
decisions
. Created analytical reports on market conditions and new Internet
payment mechanisms in the marketplace to strengthen the company's
competitive strategy
. Formulated and maintained policies and procedures for the risk
management department
. Established and implemented a quality control program to objectively
evaluate e-mail and telephone service levels in all call center
locations
. Supervised a call center staff of 10 people with an emphasis on cross
training
. Formulated, implemented and supervised an online customer satisfaction
survey
H R Owen Audi Plc, London, UK 11/1997 -
05/1999
Customer Care Manager
. Led a team focused on improving degrees of customer satisfaction.
Initiatives generated from this resulted in nearly doubling the
customer service measurement scores from 38% in April 1998 to 76% in
May 1999
. Assisted IT manager with systems administration and was involved in
the migration of a new AS400 network server that supported
approximately 100 users
. Supervised all customer service issues resulting from customer
responses to customer satisfaction surveys
EDUCATION
Bachelor of Science in Business Administration, University of Maryland,
University College
ADDITIONAL INFORMATION
Computer Proficiencies: Advanced knowledge of Microsoft Office including MS
Project and Visio, SharePoint, Enterprise Content Management, Kofax Ascent
Capture, IBM AS/400, Verint Impact 360, FootPrints
Languages: Basic knowledge of Spanish and French