Customer Service Manager

CINDY TRUDEAU

***** *. **** **. • Scottsdale, AZ 85255

505-***-**** • ********@*****.***

Strategic Vice President/Director

Visionary Senior Leader and change agent with a passion for transformational change:

• Process & organizational optimization/transformation

• Highly motivated employees and high performing teams

• Collaborative relationships with customers

• Cost-effective solutions that work

• Value-add to the Business

• Customer Service • Operational Transformations • Strategy & Planning • Project Leader

• Global Fortune 100 / 500 • Financial & Professional Services • M&A

• Financial Acumen • Vendor Management • Data Management • Governance

• Service Management • People Management to 120 • Budget Management to $150 million

• Training • High-Performing Teams • Outsourcing • Leadership Development • Process Improvement

• MBA • Certified ITIL Expert • Certified Six Sigma Black Belt • PMP • Lean • COBIT5

PROFESSIONAL EXPERIENCE

HONORHEALTH, Phoenix, AZ • 8/2015-Present

Director, Customer Service

Recruited to lead a team of 90+ staff covering desktop engineering and support, unified communications, asset management, service management and service desk for a merged system of over 11k employees

Key Highlights:

• Built a management team from the ground up creating staffing & training plans and job ladders

• Sponsored a Lean Rapid Process Improvement for Service Desk improving FCR, ticket resolution and customer satisfaction

• Implemented incident process and priority matrix with service targets based on best practice model

MARSH AND MCLENNAN, New York, New York • 1/2015-7/2015

Sr. VP & Regional Head of Distributed Operations

Senior leader supporting Marsh, Mercer, Oliver Wyman and Guy Carpenter companies with staff covering the NE U.S. and Canada regions. Provided desk side service delivery and support with oversight of metrics and P&L management. Delivered VIP service to key C-level business and technology leaders.

Key Highlights:

• Delivered regional organizational strategy, plan and site/skill-based recommendations for department of 90 and budget of $16 million.

• Project leader for service catalog improvement initiative translating concept to plan, course correcting stalled progress.

PRESBYTERIAN HEALTHCARE SERVICES, Albuquerque, New Mexico • 2009-2014

Director Technical and Operational Services (2013-2014)

Direct report to Senior VP; member of Executive staff, led 120-member team with $60 million operational and $80 million capital budget overseeing Service Desk, Desktop Support, Purchasing and Asset Management, Training, Security Ops, Service Management, Network Engineering & Telecom Services.

Key Highlights:

• Earned ITIL Expert certification, recognized as industry thought leader in ITIL, and nominated for 2014 global IT Leader of the Year, being named as 1 of 3 finalists together with two CIOs.

CINDY TRUDEAU • Page 2 • 505-***-**** • ********@*****.***

• Acknowledged by staff with 96% ranking (2014) and 85% (2013) on Press-Ganey employee satisfaction (direct staff rating).

• Selected as 1 of 20 members of company-wide Executive Excellence Group, 2012 / 2013.

• Created first Balanced Scorecard.

• Led Epic support team through successful system-wide 8-hospital EHR system implementation.

• Implemented EpicConnect Clinical Service Desk with new knowledge base and SLAs.

Director Service Management (formerly Senior Manager) (2011-2013)

Managed 15 service management and CA Service Desk applications staff and 60 outsourced Service Desk and Desktop Operations staff. Implemented ITIL framework tailored to organizational needs.

Key Highlights:

• Achieved 40% reduction in ticket queue backlog for security provisioning within 8 weeks after accepting supervisory role over Security Administration and Provisioning.

• Produced first 3-year roadmap for Service Management including KPIs to measure performance.

• Procured and implemented Xtraction dashboard reporting tool for real-time reporting of incidents, problems, changes, and requests from CA Service Desk Application.

• Implemented controls and remediation actions under COBIT framework.

Transformation Program Manager (2009-2011)

Improved service and processes for this non-profit healthcare system of 10K employees through managing $4.8 million program comprised of 20+ projects, schedules, and communications. Defined project scope and governance and led successful change initiative.

Key Highlights:

• Co-authored and co-produced organizational change classes in collaboration with HR.

• Prepared successful business case for funding purchase and implementation of Service Catalog.

• Led Infrastructure department initiative to create new job profiles and job ladders resulting in career progression options for 100 staff.

• Served in consulting role from Robert Half International (2009-2010).

LIFEMASTERS SUPPORTED SELF CARE INC. (subsequently acquired by Staywell Health Management), Albuquerque, New Mexico • 2007-2009

Joined this Disease Management healthcare service provider as Senior Project Implementation Manager to identify and remediate cause of two prior project failures. Provided excellent client relationship account and project management to largest commercial healthcare customer as Senior Client Relationship Manager.

Key Highlight:

• Defined and implemented governance structure for $3 - $4 billion business call center portfolio for work intake focused on prioritization criteria and metrics-based evaluation.

LOVELACE CLINIC FOUNDATION, Albuquerque, New Mexico • 2006-2007

Senior Project Office Director

Led project management function driving implementations of contract and grant projects through establishment of project management methodologies for clinical research company. Identified and introduced missing software modules and promoted automation of workflow throughout contract lifecycle.

Key Highlights:

• Investigated gaps in Deltek contract system to resolve struggles in reporting and tracking, sourced and secured missing modules, and aided integration of budgeting, invoice and payroll functions with full capability of in-house project accounting system.

CINDY TRUDEAU • Page 3 • 505-***-**** • ********@*****.***

INTEL, Rio Rancho, New Mexico • 2000-2006

Senior HR Program Manager for Leave of Absence & Disability (2004-2006)

Directed struggling US Leave of Absence, Sabbatical, and Short-term & Long-term disability programs and defined and maintained relationship with supplier / outsourcer. Supervised 9-member staff providing customer service to Intel U.S. population of 55,000 employees.

Key Highlights:

• Drove turnaround of failing project with redesign of program and creation of RFP for single supplier to provide all absence management services.

• Improved customer satisfaction rates from 70th percentile to exceed and maintain 90% target.

• Reduced costs 20% through redesigning processes and overhauling internal call center.

Interim HR Benefits Department Manager / Benefits System Manager (2000-2004)

Managed 80 / 10-person staff of analysts, project managers and supplier managers. Chosen as temporary (5-month) replacement to direct manager serving as Benefits Department Manager. Responsible for $20 million budget and multiple vendor outsourcing contracts.

Key Highlights:

• Drove successful implementation and utilization of Ingenix Healthcare Analytics for Data, Systems, Analytics Services, and Performance Standards as part of 4-member cross-functional core team.

• Attained significant reduction in overcharges from $1.8 billion to less than 1% in annual billings to target of 2,000 monthly mistakes (reduced from average 17,000 per month).

• Earned Intel Division Recognition project award for consolidation of multiple, unsecured sources holding employee medical information to single secure housing. Achieved 89% decrease in defects while attaining cleanup of 2,000 rows of employee data.

• Earned Intel “Win and Have Fun” award.

MINNESOTA STATE COLLEGES & UNIVERSITIES, Winona, Minnesota • 1989-2000

Director of Planning

Led applications systems definition and user group governance while undergoing merger of 62-campus State University, Community and Technical College systems supporting 20,000 employees. Directed 11 business systems architects and technical writers transforming business requirements into systems through multi-campus user groups. Created department strategic and tactical plans. Interim Security role acting as department point person for operating system audit.

Key Highlights:

• Built and launched Planning function from start and created requirements and governance processes for in-house relational database system with interface to PeopleSoft.

• Earned state-wide professional recognition for successfully leading mainframe to PeopleSoft ERP migration, and hand-picked by Vice Chancellor of Finance to identify and resolve cause of Metro State University’s $805,000 budget overrun.

EDUCATION & PROFESSIONAL CERTIFICATIONS

Master of Business Administration with Finance emphasis

University of Wisconsin – La Crosse, La Crosse, Wisconsin

Bachelor of Science in Business / Bachelor of Science in Accounting

Winona State University, Winona, Minnesota

Project Management Professional (PMP)

Six Sigma Black Belt (CSSBB)

IT Infrastructure Library (ITIL) Expert

COBIT 5

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