Christopher Pike addt43@r.postjobfree.com

248-***-****

**** ********** **.

Rochester Hills, MI 48309

OPERATIONS EXECUTIVE

Passion for integrating operations, process and technology for transformational change Drive operational improvements, implementing strategic changes using relationship building, analytical, organizational, management, and planning skills. Motivate and lead high performing work teams to perform successfully in ambiguous and stressful situations. Background includes experience as small business owner, COO, CIO and 17 years management consulting.

- Executive Leadership - Strategic Planning and Execution

- Operations and IT Management - Consensus and Team Building

- Digital Strategy Design and Development - Customer Relationship Management

- KPI/SLA Design and Implementation - Project and Program Management

- RFP Management - User Portal Development

PROFESSIONAL EXPERIENCE

THE BIG SALAD LLC, Harper Woods, MI 2017-2019

Operations Director

Reporting to President, responsible for vendor relations and negotiations, financial and operational reporting tools, strategic planning, and liaison between each Franchisees and the Corporate office.

• Worked with food and beverage vendors to obtain new and replacement products and identify solutions when issues with product availability or quality arose.

• Managed financial and operational reporting tools for all Company employees and franchisees. Ran reports to identify trends and issues at the individual store level.

• Assisted in development and planning for offerings, pricing, and vendor selection.

• Worked with each store on a regular basis to address negative trends and determine actions to take to create positive results. Helped reduce costs by 2%-3% average across all stores. JSP MANAGEMENT INC., Rochester Hills, MI 2015-2019 President / Store Owner/Operator

Sole owner of a fast, casual restaurant - The Big Salad (Novi). As a small business owner had responsibility for all aspects of the organization. Primary individual responsible for customer, employee, and vendor relations and driving store operations. Lead the strategic direction of the store and had responsibility for:

• Day to day operations, accounting and financials, payroll, recruiting and hiring, and purchasing.

• Ensured high quality products and customer service.

• Lowest employee turnover of any of The Big Salad stores. Developed several staff members into Store and Shift managers.

• Started and lead a community outreach program with business class of local high school focusing on social media advertising for and sales of new menu items. Christopher Pike addt43@r.postjobfree.com Page Two

HEALTH ALLIANCE PLAN, Detroit, MI 2007-2014

Chief Operating Officer 2011-2014

Reporting to CEO, responsible for overall operations of $1.7B organization. Lead team of 6 Direct Reports and 400 FTEs covering Client Services, Enrollment, Billing, Claims, Building Operations, Program Management Office (PMO), Business Process Improvement (BPI), and IT. Lead Operational support for diverse product line within a strict regulatory environment.

• Led multi-year, organization wide transformational change program. Revamped antiquated operating, information systems, data warehousing and facilities infrastructure to address the changing industry and regulatory market. Increased efficiencies and reduced overall administrative costs by 5-7%.

• Improved transaction accuracy 60% by establishing a process improvement team with Six Sigma backgrounds and conducting Kaizen method process reviews.

• Led implementation of revenue enhancing and cost reduction initiatives with increased revenue/savings of over $12M annually.

Chief Information Officer 2009-2011

Reporting to CEO, oversaw 5 Direct Reports and 200 FTEs with $40M operating budget. Responsible for all aspects of the organization’s technical direction and provided interim leadership for all operational areas for 1 year. This included Application Development, eCommerce Development, Infrastructure Management, Security, Testing Support Services, Data Warehousing, Business Continuity/Disaster Recovery, advanced planning for all hardware/software, as well as support for Email and Remote Access.

• Developed corporate and IT strategic plans driving the growth and management of HAP’s computing infrastructure. Provided a baseline framework and infrastructure upon which strategic goals could be implemented.

• Generated and applied creative resource management techniques to meet the dynamic needs of the organization. Reduced IT service costs by 30%.

• Designed and developed a Testing Center of Excellence, centralizing the testing for all development and configuration functions. Decreased development defects by 45%.

• Designed and implemented new voice-over-IP (VoIP) phone system, reducing operational costs by 60% and facilitating implementation of new IVR and CRM toolset, which led to continued Customer Service awards.

• Implemented Customer, Government, and Compliance audit processes within IT, producing year-over-year increase in overall compliance and decrease of audit exceptions.

• Led development of annual and multi-year IT budget processes that achieved a 100% increase in the capital budget over 3 years, based on positive results in previous years.

• Led IT management through a focused employee engagement effort from 2009-2011, after which IT employee engagement scores increased 25%.

• Selected to participate in the Advanced Leadership Academy with peers from throughout the Henry Ford Health System. Graduated November 2011. Associate Vice President IT Support & Operations 2007-2009 Led staff of 60 FTEs and 4 Direct Reports. Provided the strategic and tactical plans for all IT infrastructure. Included advanced planning for all hardware, software, and remote services. Directed the activities associated with all voice and data, computer-telephony integration (CTI), networking, desktop computing, client technical support including the Help Desk, database support, IT purchasing, as well as the management of 7x24 computer operations.

• Formulated corporate wide strategies and tactics including policies, standards, and procedures Christopher Pike addt43@r.postjobfree.com Page Three

for the review, acquisition, and implementation of Information Technologies. Audit results improved and deficiencies reduced by 25% year-over-year.

• Drove relationships and agreements with vendors. Oversaw contract negotiations for products and services for all IT. Achieved $2M annual savings with largest vendor contract.

• Set the direction of Application Development tool usage and supported all IT products. Reduced costs by 15%.

ACCENTURE LLP, Detroit, MI 1991-2007

Senior Executive

Consistently promoted during tenure, achieving position of Senior Executive. Led progressively larger and more complex initiatives which brought financial and operational benefits to the clients. These included:

Analyzed client processes and identified areas that were generating non-value-added costs.

• Developed improvements to these processes in several functional areas that generated short- and long-term cost savings of over $2M annually. Examples include:

• Automation of a billing system which saved the client $1M annually.

• Implementation of departmental metrics throughout the organization which consistently reduced backlogs by 3 weeks and eliminated the need for seasonal support. Saving the client over $1M annually.

Implementation of corporate-wide core operating system on-time and within budget. Managed 70-member implementation team and project budget of $5M. Developed project management and estimating principles and drove resolution of complex issues.

• Generated $5M annually for client due to new functionality available within system.

• Developed project communication materials for Board members and external stakeholders. Implementation of Internet-based, referral processing system on-time and within budget. Managed implementation team of 15 individuals and $2M project budget.

• Generated reduction in referral processing timeframe for client, physicians, and members.

• Provided continual customer support to all corporate and project stakeholders through daily communication, issue management, vendor management, and prompt issue resolution.

• Mentored 16 individuals for 10 years and facilitated the growth of individuals to achieve their short- and long-term career goals.

EDUCATION

BS, Aerospace Engineering, University of Michigan, Ann Arbor – 1990 AFFILIATIONS

Past Board Member and Treasurer, Michigan Health Information Network (MIHIN) Past Board Member, Urban League of Detroit and Southeastern Michigan

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