-Director ~ Senior Manager of Operations-

Continuous Process Improvement Project Management Strategic Planning and

Implementation

Customer Relations Quality Assurance Budget and Cost Reduction Cross-

functional Collaboration and Team Building Staff Leadership and Development

Qualifications Profile [pic]

Detail-oriented, results-driven, and performance-focused manager with

proven expertise in developing ideas and innovative processes to optimize

operational efficiency, increase customer satisfaction, and improve overall

performance. Armed with outstanding leadership experience in managing

diverse range of initiatives and professionals. Fluent in English with

working knowledge of Spanish. Proficient with Microsoft Office Suite (Word,

Excel, PowerPoint), Microsoft Visio and Project, SQL, and Tableau.

Professional Experience [pic]

Blue Cross Blue Shield of Texas (HCSC), Richardson, TX

Senior Manager, Business Reporting 2011-Present

- Manage Service Delivery Organization, Data and Analytics Solutions Team,

providing HCSC Claim and Inquiry Operations with timely performance

reporting, metrics, and complex analytics to avoid and solve operational

issues

- Offer analytics to promote gains in efficiency and cost reduction within

the operation by collaborating with the operation, finance, and quality

teams

- Maintain partnership with the operations leadership in identifying the

reporting needs, creating goals and metrics, and providing data and

process analytics in relation to the operation

- Attend to direct reports of 21 staff including 2 managers, boosting their

performance through effectual coaching

- Incorporate advanced analytics including statistical model and

forecasting to performance analytics support

Career Highlights:

< Pioneered a Data and Analytics Solutions Team in Richardson, Texas

from an initial number of 6 analysts to an expanded team of 2 managers

and 20 analysts across multiple sites

< Served as key contributor in the transition of Data and Analytics

Solutions Team into an a collaborative business partner responsible

for providing performance analytics to operations and senior

leadership

< Efficiently handled the establishment of interactive dashboard tools,

metric reporting, and analysis, emphasizing value on becoming close

and collaborative partner with the business

< Played a pivotal role in streamlining processes by changing major

claims reporting from list reports to interactive dashboards with key

performance indicator (KPI) measures and imbedded analysis

MED3000, Miamisburg, OH

Director, EMS Central Billing Operations 2011

- Spearheaded overall operations including 5 teams, 120 associates, and 5

supervisors while managing 98 clients across five states and a budget of

$8M

- Made use of Six Sigma DMAIC concepts in restructuring billing operations

to a more efficient and cost-effective process-oriented structure; as

well as GE workout and Kaizen approach to engage employees in the

restructuring process

Anthem Blue Cross Blue Shield, Worthington, OH

Manager II, Financial Operations, Overpayment Recovery Operations 2005-

2010

- Rendered strategic oversight to a team of 54 associates, including 3 team

leads, across four locations in managing approximately $100M worth of

claim overpayments for 9 of Anthems 14 states

- Led the implementation of new IT systems into recovery process

Career Highlights:

< Remodeled Operations Recovery Unit which resulted to over 150%

increase in efficiency and 175% in productivity while absorbing 65%

increase in volume

< Lowered accounts receivable aged inventory from $2.5M to $150K in five

months through process improvement initiatives

< Boosted customer relationship by emphasizing customer-first mindset in

the unit

< Achieved substantial improvements in efficiency and reduction in

error rates through application of Six Sigma methodology to process

improvement projects

Earlier Positions Held:

JP Morgan Chase, Columbus, OH

Assistant Vice President, Escrow Tax

Transamerica Real Estate Tax Services, Dallas, TX

Team Lead, Quality and Process Improvement

Military Experience [pic]

United States Marine Corps

Combat Operations in Desert Storm and Desert Shield, Marine Security

Detachment, Naval Magazine Guam

Sergeant Intelligence Analyst, Third Battalion, First Marines

Corporal 81mm Mortar Platoon Guide Section Leader, Third Battalion, First

Marines

Corporal / Sergeant of the Guard, Marine Security Detachment, Naval

Magazine Guam

Military Awards:

Combat Action Ribbon Navy Achievement Medal Good Conduct Medal w/1 star

Southwest Asia Service Medal w/ 2stars Kuwaiti Liberation Medal Sea

Service Deployment Ribbon w/ 2 stars Humanitarian Service Medal Over

Seas Service Ribbon Two Meritorious Masts for Excellence Multiple Unit

Commendations

Education and [pic]

Credentials

Bachelor of Science in Business Administration

Ohio State University, Athens, OH

Front-line Leadership and Mid-Level Management Seminar Series

Southern Methodist University, Dallas, TX

Marketing and Advertising

Ohio University, Athens, Ohio

Six Sigma Certification, Sigma Leaders

Activities [pic]

Soccer Referee, North Dallas Area

Vice President of Referee, Richardson Soccer Association

Contact this candidate