Dennis Cole

Email: abqfxo@r.postjobfree.com

Address: *** ***** **

City: Youngsville

State: NC

Zip: 27596

Country: USA

Phone: 919-***-****

Skill Level: Director

Salary Range: $100,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Dennis M. Cole

120 Paddy Lane

Youngsville, NC 27596 abqfxo@r.postjobfree.com Mobile: 919-***-****

Accomplished Fortune 50 operations and IT executive continuously recruited to lead emergent, mission-critical, short-deadline projects--a 60-day call center turnaround that lowered ASA by 4 minutes; a 30-day outsourcer implementation and 90-day internal turnaround that lowered unposted cash by $25M; a 60-day FedEx to UPS switch for 20,000 temperature-sensitive medications per week; a 30-day data-mining project to set unprecedented performance guarantee for largest client. Transformed process engineering organization to contribute $4M in operational savings. Possesses deep understanding of inter-departmental impacts resulting from change and how data and data architecture both enable and affect operations. Dynamic presenter and consensus builder, gets quickly to actionable decisions, and develops strong client and vendor relationships.

Qualification Highlights

Information Technology

Software Development

Project Management

Business Analysis

Technology Implementation

Operations Management

Customer Service

Revenue Cycle Management

Call Centers

Outsourcing

Process Improvement

Change Management

Training and Mentoring

Corporate Reorganization

Team Leadership

Organization Building

Professional Experience

Sylvan Learning Centers Henderson and Roanoke Rapids, NC

Executive Director/Franchisee 08/2011 to 12/2012

Owned and operated two locations for Americas largest tutoring franchise. Full budget and PL responsibility for three LLC's. Marketed, sold, and managed programs for parents and educational institutions. Cultivated partnership arrangement with Boys Girls Club. Set and modified sales and marketing strategies based on rapidly changing market conditions.

- Executed 15th largest No Child Left Behind program in Sylvan's system

- Reduced monthly operating costs by 20% through adoption of technology and introduction of paperless environment

- Tripled marketable territory through adoption of new tutoring technology platform

- Produced measured academic growth at 3 to 6 times the rate of regular classrooms

Accredo Health, Inc./Medco Health Solutions, Inc. Memphis, TN

Vice-President, Revenue Cycle Management 11/2010 to 08/2011

Led turnaround of operational unit whose staff and processes were creating significant downstream process and collection issues. Managed two vendor relationships--one domestic, one foreign. Chaired sub-team for a corporate reorganization project using a re-engineering vendor.

- Reduced unposted cash by $25M in 12 weeks to allow sequential billing, reduce collections cost burden, and eliminate improper customer credit holds

- Led 30-day outsourcer implementation for low-value tasks

- Transitioned vendors for essential lockbox and payment processing functions

- Implemented process improvements, use of metrics, and staff performance coaching

Accredo Health, Inc./Medco Health Solutions, Inc. Memphis, TN

Vice-President, Process Engineering 06/2007 to 11/2007 and 02/2009 to 11/2010

Transformed existing department from a collection of subject matter experts to a team of industrial engineers and Six Sigma Black Belts. Served on extremely confidential project to reorganize Medco operations to drive millions of dollars of savings by eliminating redundancies and creating shared support services across operational areas. Organized national employee feedback program designed to elicit and implement the best ideas for improvement from the 10,000 employees actually doing the work and facing our customers every day. Evaluated potential mergers and acquisitions. - Built a national process improvement team of 21 employees who produced savings of over $4M in 2009 and 2010

- Implemented over 150 employee suggestions for improvement - Received Presidents Award for work on confidential corporate reorganization project

Accredo Health, Inc./Medco Health Solutions, Inc. Memphis, TN

Vice-President (Interim), Customer Service 11/2007 to 02/2009

Recruited to assume control of customer service installation for the largest healthcare contract in the country with only 35 days remaining before go-live. Client required several particular activities and could levy substantial penalties for performance failures. Implemented call center workforce management software for multi-site operation and realigned CSR groups to meet contractual service level requirements.

- Executed outbound calling program to welcome 28,000 new members in under 90 days using automated predictive dialer and 30 CSRs

- Reduced ASA from 300 to under 30 seconds within 60 days and maintained an 85%/30sec service level across 25 phone lines

- Changed shipper from FedEx to UPS in under 60 days for 20,000 overnight customer shipments per week

- Hired 12 leadership positions and 100 CSRs to create an organization capable of meeting required service levels

Accredo Health, Inc./Medco Health Solutions, Inc. Memphis, TN

Director, Enterprise Software Development 12/2005 to 06/2007

Doubled size of software development staff within two years. Expanded business analyst team to improve requirements writing in support of capital projects. Implemented documentation library to improve retention of key collateral. Managed offshore vendor responsible for enterprise software system.

- Implemented dozens of software releases to enhance productivity, support business initiatives, and improve core functionality

- Implemented rigid version control software and processes Recruited over 100 employees to the software development organization in two years across a wide variety of skill sets - Worked directly with a key client to build and implement automated referral system and with other clients on performance reporting requirements

Previous Work History

Sr. Manager, Accredo Health, Inc., 2004 - 2005

Senior Associate, Duley Hopkins & Associates, 1999 - 2004

Contracts Manager, Oracle Corporation, 1997 - 1998 Education

Stanford University, Bachelor of Arts in Quantitative Economics

Associations

Director, Rotary Club of Henderson, NC

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