Daniel Le Blanc

Chatsworth, CA 415-***-**** ac0gxy@r.postjobfree.com

Operations & Customer Service Management Professional

Operations Manager Customer Service Manager Revenue Cycle

Ambitious and solution driven Management Professional with more than 20 years of experience and is smart, creative and dedicated manager who operationally has been very successful in many different fields. Demonstrates suburb time management and effectively problem solves in a fast paced environments. Uses exceptional organizational skills and is the player you want on your team. Has lead or been a critical part of many major process improvement plans or CORPORATE STRATEGIC IMPERATIVES and will see them all through to fruition. Demonstrated history of effective analytics and mentorship and recognized for successfully achieving optimum levels of customer satisfaction. Built and lead high functioning teams to meet annual goals and increase in sales in multiple roles.

Project Management Leader

Strong Eye on Reports and Data

Customer Experience Specialist

Multiple Systems Management

Litigated Judgements in Court

Successful Mentor

Gap Analysis Expert

Positive Team Player

High Level Client Relations

High Knowledge of HIPPA

Collections expert

Advanced MS Office & SAP

Metrics/KPI driven

Process Management

Professional Experience

Alere Home Monitoring, Livermore, CA October 2016 – April 2017

Director of Revenue Cycle

Hand selected by GM to manage & significantly impact change for AR, Billing, Cash Posting, & Claims

Direct reports 5 (Teams in Philippines, Orlando and Livermore)- Total staff 68

Lead teams for Corporate initiatives/Strategic Imperatives - Creation of application for Smartphones/Iphones for patients to report results, order supplies, update insurance, etc.

Heavy forecasting for AR to lower bad debt; recreating all reporting to find gaps & make necessary improvements with in the billing system for accelerated growth

High focus on Large Balance Collections from Clinics, Large Commercial Insurance Companies, & 3rd party Administrators - Collections increased 20% over previous year

Maintained relationships with high valued clients (hospitals, clinics and healthcare organizations including Medicare) bring AR to 90-95% collections

Increase controls on billing and denial of claims; Follow more advanced SOP’s

Reformulate strict processes to ensure cohesive work standards and efficient Collections of AR for all 3 sites - Performance metrics in place to achieve 15% more work with same staff

Form stronger bond with Compliance and regulatory to certify SOX requirement and full HIPPA regulations

Automated many cash posting and billing modules to restructure business and avoid human error

Manage and grow staff for a better autonomous work environment

Work directly with the Benefits to streamline departmental workflows and improve communications

Strong and open relationship with Finance to balance the GL, have clean budgets and balanced forecasting

Involved in current systems conversion from Carevoyant to SAP

Alere Home Monitoring, Livermore, CA April 2014- September 2016

Director of Customer Service/Quality Assurance

Hired to develop and manage Customer Service and Quality Assurance Teams (5 direct reports/45 total staff)

Assigned by CEO to lead Customer Satisfaction Strategic Imperative for division

Started with 6 staff; created and expanded to ONE call resolution team of 25, decreasing call abandoned rate 16%

Reached out and learned all facets of the organization(Logistics/Warehouse, IT, Patient Enrollment, Sales, Compliance, Project Management) to find key resources for success of newly created department

Strong relations with high valued clients (Hospitals, Clinics and healthcare organizations including Medicare) to ensure very low volume of complaints

Established strict call quality scoring & metrics for staff development & consistently raise Customer Service levels

Initial Customer Satisfaction Survey benchmark was 67% goal - achieved 97% or higher monthly

Created Sharepoint page - Customer Feedback Resolution Tracker; track reason & resolution for complaints, & to see trends to complete Root Cause Analysis - Decreased complaints from 50 per month to under 20 monthly

Responsible for communicating across all departments and informing on pertinent issues and process improvements; co-chaired several new process developments/new efficiencies along current processes

Understanding inventory of Meters & supplies to ensure supply availability complete Customer Satisfaction

Co-Chair for Product Recall(UMDC – Inratio Meter)- responsible for success and deadline for completion of recall

Pioneered sessions called Alere – Together as One; 1 hour sessions to assist with profession skill development for all staff

LMSA Financial, Phoenix, AZ January 2007 – April 2014

Operations Manager

Manage Western region of brick and mortar stores for small loan and check cashing facilities (includes 6 direct reports & staff of approx. 55 employees)

Forecast monthly, quarterly, yearly returns and prepare the correlating budgets

Monthly, quarterly and yearly reconciliation to the GL and bank statements

Maintain successful results to achieve a consistent positive collection percentage

Represented company in courts for Judgements against Delinquent Customers

Develop store strategies to increase the Customer Experience; Built an App for Customer use

Successfully controlled a systems conversion from the old accounting software (Qfunds) to our new software (SAP)

Developed a business plan to monitor each division closely to achieve maximum collections

Assisted in developing and implementing new products due to the close or restructuring of Payday loans(AZ, CO, and WA)

Created a successful Quality Assurance Team to focus on store accuracies and customer service

Monthly, quarterly and yearly reconciliations to the GL and bank statements

Ensured CFO received weekly delinquency reports for companywide cash flow

SOS Restoration Phoenix, AZ January 2006 - January 2007 Accounting Consultant – 1 year Consulting Contract

Reorganized AP to an efficient model for consistent invoices; eliminating past due invoices to vendors/contractors

Completed all reconciliation of General Ledger for 2006

Analyzed all outstanding AR construction invoices

Reorganized department to begin collections with Insurers & Insurance Companies to have an increased monthly cash flow

Developed financial reports to help analyze budgets and to increase the profit margins

Countrywide Home Loans Tempe, AZ August 2003 - December 2006

Loss Mitigation Manager

Supervise Account Managers handling Pre-foreclosure/foreclosure loans

Develop Strategies to reduce backend delinquencies

Forecast losses based on pending foreclosures and met monthly objectives and deliverables based on strategy

Ensure Account Managers are in compliance to avoid Book losses and following Quality guidelines

Documentation Prep for Litigation of Foreclosure

Liaison for quality calibration sessions for entire department

Lead Hurricane Katrina Relief Project for Loss Mitigation

Prepare loans from borrowers that require special assistance to avoid foreclosure

Analyze budgets monthly, quarterly and Yearly for Department

Allied International Credit Valencia, CA December 1997 - July 2003

Operations Manager

Managed 450 Call Center Representatives and controlled daily objectives of the Managing Coaches

Maintain targets given to the Managing Coaches to ensure achievement

Communicate with Clients (GE Capital, Bank of America, Department of Education, and Capital One) to share objectives

Prepared budget for branch to obtain Top-line

Participated in year-end financials with all divisions of Corporation and Strategy planning with Senior Executives

Track client targets through Batch reports to ensure success

Review historical data to calculate collection forecasts

Ensured training and refresher courses by Training Staff and staffing & disciplinary decisions

Training Manager

Conduct all New Hire Orientation

Facilitate Refresher training on the Basics of Collections

Managing Coach

Achieved client objectives by continually meeting collection goals Developed skills of Collection Officers and Team Leaders

Education

Bachelor’s Degree - Finance, California State - Northridge, 2001

Professional Courses

How to Deal With Difficult People

Situational leadership

Insights

Myers Briggs

Conflict Management

Success on a TEAM

In Process of completing Certification Six Sigma

awards & Professional Accomplishments

Creating Customer Service at Alere and bringing the Quality of Service score from 67% to 97%

Being hand selected to lead several Corporate Initiatives and seeing them implemented to success

Create an App at LMSA for customer use to improve sales and convenience to customer

Hitting forecasts and budgets at LMSA Financial every year

Successful System conversion Project at LMSA

Multiple promotions at every job I have ever had

Industries

Financial Mortgage Construction Customer Service Healthcare

Software

Proficient in MS Office Suite: Excel, Word, PowerPoint, Access and Visio; SAP; ERN systems; People Soft ; Concur; ADP

Outside Interests

Avid Cyclist - Participating in AIDS Life Cycle (biking from San Francisco to LA - 554 Miles)

Almost followed in Father’s footsteps to become a Chef, but love to Cook and Entertain

Spending Quality time (Hiking, Soul Cycle, Keeping up with the Joneses, etc) with Daughter

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