Manager Customer Service

Location:

Nanuet, NY

Posted:

December 13, 2012

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Resume:

Title:John Calvello

********@*******.***

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Name: John Calvello

Address:

City: Nanuet

State: NY

Zip/Postal Code: 10954

Country:

E-mail: ********@*******.***

Primary Phone: 845-***-****

Background

Most Recent Job Title: Account Manager

Most Recent Employer: Siemens Energy & Automation

Career Level:

Availability or Timeframe: Immediately

Authorized to work in the US: Yes

Security Clearance:

Do you have transportation: Yes

Over 18: Yes

Education: Bachelors

Languages Spoken:

Job Preferences

Desired Salary: Open

Willing to Relocate: No

Desired Job Titles:

Desired Job Types:

Work Status: Full Time

Desired Shifts:

Desired Travel: 25%

Category: Environmental, Manufacturing/Industrial, Marketing, Sales/Business Development,

Teaching/Training

Company Size:

Company Type:

Industry:

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Name: David Pike

Address:

City: Jersey City

State: NJ

Zip/Postal Code: 07302

Country:

E-mail: **********@*****.***

Primary Phone:

Background

Most Recent Job Title: Director of Administrative Efficiency

Most Recent Employer: GNYHA / Linxus

Career Level: Manager, Director Level

Availability or Timeframe: Within 3 months

Authorized to work in the US: Yes

Security Clearance:

Do you have transportation: Yes

Over 18: Yes

Education: MBA

Languages Spoken:

Job Preferences

Desired Salary: Open

Willing to Relocate:

Desired Job Titles: Director of Quality Improvement

Project Manager, Operational Excellence

Director of Six Sigma Programs

Desired Job Types: Employee

Work Status: Full Time

Desired Shifts: 1st Shift

Desired Travel: 75%

Category: General Management and Administration, Health Care Delivery, Health Care

Management, Information Technology or Systems, Insurance, Manufacturing/Industrial,

Materials/Inventory Management, Operations, Project Management, Total Quality

Company Size:

Company Type:

Industry: Administrative and Support, Banking / Finance, Consumer Products, Engineering,

Health Care / Social Assistance, Information Technology, Manufacturing / Production,

Pharmaceuticals

Resume

SUMMARY

Agile performance improvement professional valued for solving clients complex

operational challenges and identifying ROI opportunities to contain costs, improve quality

and lower risk. Strategist effective in leading change & project managing high performance

teams (CXOs, middle management, line staff) to leverage people, process, technology and

innovation to execute business process reengineering implementations. Transformation

experience in healthcare, manufacturing and retail is transferrable to the financial

services industry. Positioned for COO/CQIO roles. Six Sigma Black Belt, Columbia MBA,

Cornell Master of Engineering.

PROFESSIONAL EXPERIENCE

GREATER NEW YORK HOSPITAL ASSOCIATION / LINXUS, New York, NY 2008 - present

GNYHA is a trade association comprising nearly 250 hospitals and continuing care

facilities;

LINXUS is a 501(c) (6) not-for-profit healthcare corporation consisting of 5 health plans

and 12 providers which identifies best practices along with business and technical

solutions and promotes administrative simplification on a national level.

Director of Administrative Efficiency

Reported directly to the Executive Director of Linxus, serving as master facilitator and

project lead for all Linxus activities while simultaneously supporting the Health

Economics & Finance Department within GNYHA.

Prioritized and developed HIPAA transaction best practices in order to create value,

reduce costs and promote interoperability by leading weekly workgroup calls of health care

IT staff and revenue cycle business users.

Advanced electronic connectivity by 33% between health care trading partners (Providers

and Health Plans) and implemented previously documented best practices by leading bi-

weekly workgroup calls.

Quantified the benefits of electronic connectivity and best practice implementation:

Linxus members accelerated cash flow by 64% within 15 days and 38% within 30 days.

Linxus members realized payments within 15 days & 30 days 5x higher than non-Linxus

healthcare concerns.

Spearheaded preparedness efforts to mitigate risk and align strategic efforts with the

upcoming implementation of the X12 5010 version of electronic transactions standards.

Managed the oversight and deliverables of 3 contracted healthcare industry subject

matter experts (SMEs).

Designed the performance dashboards and reporting methodology for Linxus Board Meetings

and a whitepaper.

Contributed Lean Six Sigma subject matter expertise to both Linxus and GNYHA, as

needed.

NEW YORK CITY HEALTH & HOSPITAL CORPORATION / METROPLUS HEALTH PLAN, New York, NY 2004 -

2008

NYC HHC is the largest integrated healthcare delivery system in the United States;

MetroPlus Health Plan, a wholly-owned subsidiary of HHC, is a not-for-profit prepaid

health services plan (PHSP).

Associate Director

(Internal Quality Improvement Facilitator)

Executed Senior Management Consultant responsibilities internally as an Associate

Director.

Established a Medicare line of business by facilitating a core team of company

executives and NYC government representatives to transform marketing and operational

activities.

Reduced Enrollment leadtime by 50% and transformed the company from functional silos to

a customer-focused organizational structure (consisting of a single cross-trained Call

Center and facility-based personnel reporting to a Network Relationship Manager) by

leading all four (4) of the company s redesign teams.

Implemented a pilot patient profile project within a major hospital which

communicated patient red flags.

Reduced Customer Service s Top 3 categories of call volume by over 25% by facilitating

a Member Service continuous quality improvement (CQI) team.

Project managed five Request For Proposal (RFP) contracts: Medical Record Review vendor

(for QARR), QARR/HEDIS software vendor, CAHPS survey vendor, Predictive modeling vendor, &

benefits design consultant.

Served as Survey Guru to compose and analyze trends & key drivers of the following

satisfaction surveys: annual Provider, annual & quarterly Member (Adult, Child & HIV SNP),

and annual Dental Patient.

Taught Six Sigma seminars and avoided a SDOH fine by leading a Six Sigma Black Belt

project to reduce Billing Complaints.

SELIMA OPTIQUE INC

., Manhattan, NY 2003

Famous retailer and wholesaler of high fashion eyewear and accessories.

Chief Operating Officer

Reported directly to the President / Founder, cultivating a learning organization to

embrace a disciplined, data-driven approach of continually improving process quality and

productivity to result in bottom line profitability.

Improved transparency of financial trends to executive management by implementing new

financial reports.

Improved sales by 7% within 5 months by educating retail management in world class

methodologies.

Reduced average leadtime from over 10 days to under 5 days by redesigning the optical

dispensing process.

Reduced average new hire training time from 2 months to 2 weeks by standardizing Sales

training.

Reduced customer complaints by 50% by redesigning customer service and product quality.

WIN-HOLT EQUIPMENT GROUP, Westbury, NY 2002

Leading manufacturer of high quality retail, food service and material handling

equipment.

Lean Manufacturing Specialist

Reported directly to the President / CEO, serving as an internal consultant for all lean

manufacturing initiatives.

Reduced WIP leadtime from 2 weeks to 3 days, manufacturing cost by 20% & rework by 90%,

and improved Operational Efficiency from 50% to over 95% by implementing 4 cellular

manufacturing lines.

Recaptured 20,000 square feet of underutilized manufacturing floor space by redesigning

the plant layout for 3 facilities: New York (Garden City), New York (Port Jervis), &

Texas.

Improved On-Time Shipping by over 50% by using Lean Manufacturing (Toyota Production

System) techniques and developing a Facility Management System to standardize Plant

Management practices across all plants.

Formalized Bill of Material and Routing structures for all products by championing the

standardization of Engineering policies and procedures across all plants.

BERNSTEIN DISPLAY, Port Washington, NY 1999 - 2002

Innovative manufacturer of retail display fixtures, such as mannequins, metal signage and

wood cabinetry.

Director of Materials Management

Reported directly to the President / CEO, managing Purchasing, Planning, Scheduling,

Receiving and Material Handling departments while simultaneously handling special

projects.

Managed various stages of an ERP implementation, including the selection, installation,

documentation & maintenance of an ERP package, as well as training of administrative

staff.

Reduced WIP leadtime from 2 weeks to 2 days, reduced mfg cost by 20%, reduced rework by

50%, and recaptured 7,000 square feet (20%) of underutilized floor space by implementing 5

cellular manufacturing lines.

Selected a new building, designed its plant layout and coordinated the logistical co-

location of 3 manufacturing sites into a single 100,000 square foot facility.

Restructured the organization into Customer-focused Project Teams.

Served as internal liaison to Lean Manufacturing consultants.

Sourced new vendors, implemented a process for competitive bidding, and established

vendor quality initiatives.

Simplified and documented the work flow process for Purchasing and Receiving.

Fulfilled Master Planning and Scheduling of all operations across 5 Production

departments.

ADDITIONAL RELEVANT EXPERIENCE

Plant Manager

at SIRMOS, Long Island City, NY

Senior Planner

at Meadox Medicals, a subsidiary of Boston Scientific Corporation,

Oakland, NJ

Assistant Production Control Manager

at Louis Hornick & Co., Haverstraw, NY

EDUCATION

SIXSIGMA.US,

Austin, TX

Black Belt Certification in Six Sigma (MINITAB 14.20)

COLUMBIA BUSINESS SCHOOL,

New York, NY

Master of Business Administration

degree: Finance, GPA: 3.9 (Top 3% of Executive MBA

class)

CORNELL GRADUATE SCHOOL,

Ithaca, NY

Master of Engineering dual degree

: Engineering Management; Manufacturing (Lean Six Sigma

emphasis), GPA: 3.9

(Top 5%)

CORNELL UNIVERSITY,

Ithaca, NY

Bachelor of Science

degree: Applied & Engineering Physics

ADDITIONAL QUALIFICATIONS

Training: Project Management Institute (PMI), Landmark Education (Forum, Advanced

Course, Self-Expression & Leadership Program), Dale Carnegie Education Certification,

Visual Manufacturing (Manufacturing, Financials, and Systems Administration), SAP, OSHA,

CPR, Ergonomics, Plant Safety and Fire Safety, APICS

Teaching Experience: Columbia Business School Tutor in Managerial Economics, Managerial

Statistics and Corporate Finance; Columbia Business School Teaching Assistant (TA) for

Managerial Statistics

Applications: Advanced financial modeling, Microsoft Office mastery (PowerPoint, Excel,

Word, Project, Visio and Outlook), Statistical packages (SPSS, SAS)

Martial Arts: Black Belt Certification in Hapkido