Milika Freeland Operations Director

ac8eth@r.postjobfree.com 240-***-****

www.linkedin.com/in/milika-freeland-m-s-mba-83914bb/ Washington DC, Metropolitan Area

Highly driven, performance focused leader with broad based experience in operations and healthcare industry. Expertise in overseeing daily operations, managing teams and leading continuous operational improvements. Known for attention to detail, customer service, and optimal operational management. Accomplished at implementing processes that improve efficiency while overseeing complex projects that drive organizational performance.

Areas of Expertise include:

Project Management

Data Analytics

Process Improvements

Lean Six Sigma

Change Management

Staff Training & Development

Systems Analysis

Resource Planning

Quality Assurance

Internal Audits & Controls

Customer Service

Risk Management

Professional Experience

CAREFIRST BLUE CROSS BLUE SHIELD Washington, DC

Operations Manager, Sep 2015-January 2019

Lead technical operations for largest healthcare insurer in Mid-Atlantic region, serving 3.4M members.

Significantly improved leadership index scores for 12 DC based employees, from 45% to 95% first year and to 99% in second year while attaining a 100% employee engagement score.

Saved 5% over multiple business units by developing detailed process improvement standards.

Delivered clear line of sight to executive team on organizational change and improvement performance metrics by establishing new data metrics and reporting analysis.

Tapped as founding member of ‘Focus DC’ unit, tasked with elevating Washington DC based workforce and improving integration of underutilized talent.

KAISER PERMANENTE Rockville, Maryland 2011-2015

Performance and Reporting Manager, Jan 2013-Sep 2015

Pioneered performance metric reporting initiatives for enterprise-wide corporate teams of regionally based healthcare consortium, successfully tracking against continuous improvement goals.

Saved 1.5% of total annual revenue by leading process improvement team in identifying and addressing interdepartmental deficiencies and organizational gaps.

Managed team of 10 in transforming analytical reports into actionable data used to drive change and increase overall division service scores by 10%.

Senior Business Consultant/Project Manager, Aug 2011-Jan 2013

Collaborated with executive leadership team on shared services initiative, resulting in elimination of redundant functions and improved use of resources.

Created project plans and peer assessments for team building and employee relations initiatives.

Established training programs for clients of new and enhanced applications while serving as product SME.

ULLICO INC. Silver Spring, Maryland

Project Manager, Mar 2009-Mar 2011

Increased sales by 10% within first year by transforming an information-only website to an online enrollment website.

Secured 5% in lost departmental revenue by restructuring and reconciling financial expenses and revenues.

Managed conversion team in transferring existing website platform to a third-party administrative platform, leading to an increase in financial revenue via Internet marketing.

SUNGARD CONSULTING SERVICES Baltimore, Maryland

Technical Business Analyst, Jun 2008-Mar 2009

Supported redesign of system applications for United States Department of Treasury by creating detailed text and prototypes for software developers.

Led system upgrade for key client using C++ programming and standard organizational software application tools.

DOCTOR’S COMMUNITY HOSPITAL Lanham, Maryland

Materials Management Coordinator, Dec 1999-Jul 2008

Managed procurement operations for private, non-profit, 300-bed hospital serving 90,000 patients with a wide range of inpatient and outpatient services.

Received Standard of Service Excellence award in recognition of outstanding service and ethical business practices.

Education & Training

Master of Business Administration

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE College Park, MD

Master of Science in Technology Project Management

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE College Park, MD

Bachelor of Science in Information Science and Computer Studies (Dean’s List)

UNIVERSITY OF MARYLAND College Park, MD

Associate of Science in Information Science

PRINCE GEORGE’S COMMUNITY COLLEGE Largo, MD

Certifications

Recipient of Harvard Business School Principled Leader’s Oath Certificate

Project Management Certificate, University of Maryland University College

Advanced Level Proficiency Certification: Microsoft SharePoint, Word, Project, Excel, PowerPoint, Outlook, Visio, Comp USA

Business Analyst Development Training Course Certification, B2T Training Inc.

Technical Expertise

SQL, Visual Basic (VBA), C++, JAVA, ITIL, Cloud Technology, Salesforce,

Microsoft Office Suite, Visio, Project, SharePoint, Access, Lotus Notes, Google Analytics, Oracle, PeopleSoft, Meditech

Proprietary Requirements Gathering Tools:

Xcelys, Diamond, MACESS, Jedi, Maat, Mantis, Jing, Spider, ULL Portal, Lawson, Facets, and Broker Express

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