KIMBERLY K. OGLESBY

**** ********** ****

Austin, TX 78723

H:847-***-**** achakr@r.postjobfree.com

Operations Management

Organized, detail oriented, and experienced professional with a unique combination of human resource s, business/operational leadership, and

project management skills. Effective communicator, with over 15 years Senior Operations experience and a skilled Human Resources Manager

that can lead companies through change, reorganization and growth.

ACHIEVEMENT HIGHLIGHTS

Led a project team for transitioning our new business applications to an OCR process for enrolling new customers. Reduced the

turn around time from 3 days to 1 day which increased monthly revenue by $100,000. (Allstate Insurance, 1/2014)

Completely reorganized Billing Operations Department due to the purchase by Allstate Insurance. Trained and implemented new

procedures for the entire staff on the new billing and enrollment platforms. Provided expertise for the conversion of 3.5 million

memberships using a phased approach to limit exposure and reduce potential errors. (Allstate Insurance, 6/2008)

Provided leadership for the complete conversion of an insurance mainframe billing system. Project was completed on time, under

budget, converted 1.4MM policies, and generated $1.2MM savings. Led significant coordination across multiple business

functions and approximately 200 processes. (GE Financial Assurance, 3/2004)

Successfully provided project management expertise and mentoring of multiple sub projects for HIPAA implementation across

the billing system for insurance policies. Stretch assignment that required significant coordination for multiple sites. (GE

Financial Assurance, 4/2003)

Implemented and standardized multi site time and attendance system. Delivered training to approximately 1,000 employees and

provided a communication plan to keep all employees informed of the changes. (GE Financial Assurance, 1/2002)

Redesigned and rewrote employee handbook. Conducted 30 field audits for compliance. Designed and directed a standardized

reduction in force program impacting over 2,000 employees. Wrote and guided policy development for programs, services and

actions impacting the entire workforce and all core HR functions. (GE Financial Assurance, 1999 2000)

AREAS OF EXPERTISE

Team Leadership/Organization Project Management Certified Six Sigma Black Belt

Excellent Listener/Clear Thinker Problem Solving QuickBooks

Revenue Cycle Management Training & Development Process Design & Benchmarking

Recruitment & Selection Client Management Grievance Policies & Procedures

PROFESSIONAL EXPERIENCE

DIRECTOR OF BILLING & NEW BUSINESS OPERATIONS 05/2004 – Present

GE Financial Assurance/Allstate Insurance Co. Schaumburg and Northbrook, IL

Allstate Insurance purchased in 2008

Currently lead a staff of 4 Exempt and 20 Non Exempt employees in Billing Operations and New Business processing for Allstate

Roadside Services, a division of Allstate Insurance. Allstate Roadside Services provides services to US and Canadian customers who

need assistance for vehicle related issues, such as a tow or jump start. The staff handles activities such as: credit card exception

processing, credit card charge backs, refunds, cancellations, trip routing, new business applications, commercial settlement billing,

invoicing, customer inquiries and complaints. As the Director, I am responsible for meeting our Service Level Agreements for our retail

and wholesale partners; AARP, Encompass Insurance, BMW, General Motors and Allstate Insurance. Provide leadership for cross

functional team projects when implementing on boarding of new retail and wholesale business partners. Oversee revenue and

collections for 95 partners totaling $20.5M on a monthly basis.

PROJECT MANAGER 08/2000 – 05/2004

GE Financial Assurance (General Electric purchased The Signature Group) Schaumburg, IL

Managed cross functional teams and mentored newly trained Green Belts with their projects. Worked with the Benefit Conversion

Team to complete the conversion to a new benefits platform as part of the purchase from General Electric. Coordinated with the

Corporate Audit Staff and developed a structured process to determine Rooftop Reductions. Trained in DMAIC project management

discipline. Earned Green Belt and Black Belt Certifications. Met target savings of $3MM. Reason for leaving: Completed 4 year

requirement for Black Belt and Promoted to Billing Team Leader

REGIONAL HUMAN RESOURCES MANAGER 7/1996 – 08/2000

The Signature Group (owned by Montgomery Ward’s) Schaumburg, IL

Provided Human Resources leadership for 25 Inbound Customer Service and Outbound Telemarketing Call Centers which included:

Recruitment, interviewing and hiring of Exempt Call Center Staff. Revised job descriptions for call center support staff. Conducted

audits of employee files and traveled about 30% of the time to locations to provide leadership for disciplinary investigations,

terminations for cause, and downsizing several call centers. Reported directly to the Vice President and oversaw the Affirmative

Action and FTE reporting. Reason for leaving: Promoted to Project Manager General Electric purchased The Signature Group from

Montgomery Ward’s.

RECRUITMENT MANAGER 10/1995 – 07/1996

The Signature Group (owned by Montgomery Ward’s) St. Petersburg, FL

Promoted and relocated to Florida to spearhead the entire recruitment, screening and hiring process for an outbound/inbound start up

call center of over 350 employees. Led a team of 2 recruiters and 4 support staff to managed the day to day operations of the recruiting,

hiring and back office operations to support employees regarding; benefits, payroll, time keeping, and support for the Call Center

Managers. I was instrumental in the implementation and start up of a Drug Testing program for all employees. Had dotted line

responsibility to the Vice President of Human Resources in Schaumburg, IL. Successful staffed the center at 110% for 6 consecutive

months. Reason for leaving: Promoted to Regional Human Resources Manager and relocated to Schaumburg, IL.

RECRUITMENT COORDINATOR 03/1995 – 10/1995

The Signature Group (owned by Montgomery Ward’s) Grandview, MO

Recruited, interviewed and hired outbound Telemarketing Representatives for a new start up Telemarketing Call Center in Grandview,

MO. Conducted new hire orientation and provided support to the Call Center Manager regarding employment situations and issues.

Placed job opportunity adds and regularly networked with the Chamber of Commerce. Lead a staff of 2 employees to manage the front

office operations of answering the phones and recruitment of ongoing new hires. Processed payroll, new hire paperwork and

disciplinary actions as required. Call Center staff consisted of 1 Call Center Manager, 4 day shift and 4 night shift supervisors, 2

trainers and 120 Telemarketing Representatives. Reason for leaving: Promotion to Recruitment Manager for inbound and outbound call

center.

HUMAN RESOURCES ASSISTANT 02/1992 – 01/1995

The Kansas Institute Overland Park, KS

Recruited, interviewed and hired hospital staff to work with Psychiatric patients. Processed new hire paper work and provided support

to Human Resources Director regarding questions from staff about their benefits and payroll questions.

EDUCATION

Bachelor of Science in Business Administration, Central Missouri State University, Warrensburg, MO (maiden name:

Kimberly K. Leikam) 1987

Major: General Management (GPA 3.1 within major) Earned 30% of college expenses.

Minor: Personnel Administration (minor classes GPA 3.1)

Certified Six Sigma Black Belt March 4, 2004

PROFESSIONAL RECOGNITION

Ombudsperson: – Held role for 18 months, completed in 2001.

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