Vice President Member Services

Michelle L. (Weaver) DeMonte

**** *** ***** ****************@*****.***

Saint Charles, IL 60174 linkedin.com/in/michelle-demonte-3a706212 270-***-**** Business Transformation and Customer Operations Leader Business Transformation and Customer Operations Leader with expertise in optimizing client and customer support functions for multi-location large organizations. Passionate about creating an amazing customer experience, motivating employees, and improving operational processes. Collaborate with c-suite executives and all levels of management, areas of the company, consultants, and vendors to implement and support company mission and value strategy. Core competencies include the following:

• Business Transformation

• Leading Growth and Change

• Client/Customer Operations Support

• Process Optimization

• Relationship Management

• Quality Assurance

• Coach/Mentor/Train

• Cost Containment

• Establishing/Tracking Metrics

• Business Continuity Planning

• NPS VOC VOE

• Remote Team Management

• Sales Support

• Strategy Planning / Implementation

• Vendor/Contract Management

• Supply Chain Management

PROFESSIONAL EXPERIENCE

Interactive Health Schaumburg, IL 2014 - 2020

Leading provider of health management solutions for employers Vice President Member Services

As part of the Executive Leadership team, delivered the core services of the company managing a team of 8 leaders, 900 employees, and a $30M operating budget. Provided strategic and tactical leadership to catalyze creative approaches, fresh thinking, and insight to challenge existing processes, driving greater impact in a more efficient and effective way. Managed multiple vendor and contractor relationships for key projects spanning innovations such as the Return to Work COVID-19 Response, Print Services Integration.

• Led strategic hiring initiatives to ensure staffing for over 10,000 onsite events across the country while following all state, local, and federal compliance regulations.

• Develop cost reduction and other improvement opportunities and implement in partnership with company management.

• Optimized Call Center Hiring and Technology to reduce call abandonment rate by 60%, payroll expense by 40%, improving appointment rate and reducing call volume 20%.

• Oversaw inventory purchasing, management, logistics, and vendor management nationwide to support client onsite events.

• Streamlined quality control reconciliation decreasing billing cycle time by 21 days, improving company cash flow, conceived and built a dedicated Reporting Fulfillment team, which drove an increase in productivity of 25% for client services account managers.

• Provide ownership accountability and SME guidance for all business continuity planning for Field and Member Support Services covering six key departments.

• Managed the selection of the Chicago office space, lease negotiation, buildout, and budget, opening on-budget and ahead of schedule for staff utilization.

• Partnered with cross functional teams (Clients Services, Sales, Finance, Information Technology, and Human Resources) to deliver strategic company objectives.

Cardinal Health Radcliff, KY and Albuquerque, NM 2013 – 2014 Global, integrated healthcare services and products company Manager of Pricing Services, National Pricing Support Selected for special assignment to provide leadership to the National Strategic Pricing team in Albuquerque, NM supporting the Medical, Lab, and Ambulatory Care distribution channels.

• Directed pricing team of 5 Supervisors and 92 team members in a fast-paced changing environment. Michelle L (Weaver) DeMonte Page 2

• Partnered with cross functional teams to transition the pricing department from Albuquerque to the Radcliff, KY support center, hiring, training, and staffing 40 team members in four months.

• Coached team members for strong performance and personal development, including mentorship of aspiring Supervisors into higher leadership roles.

• Led weekly calls with Regional Directors and Sales Vice Presidents to align strategic priorities.

• Partnered with cross functional teams (Supplier Agreements, Strategic Pricing, Sales, and Human Resources) and ensured optimum performance.

• Decreased cycle time on research requests from 20 days to 4.5 days and decreased unbilled revenue by $4 million increasing pricing matches by 8%.

• Implemented the Customer Engagement Center for strategic medical accounts.

• Nominated for the Cardinal Health Founders Award for my leadership in the Call Center and Strategic Pricing teams. Cardinal Health Radcliff, Kentucky 2010-2013

Manager of Customer Service Operations – Medical Division Managed high-performance teams throughout the Midwest Region and Southeast Region supporting the medical supply chain completing Lean Six Sigma Sponsorship and Kaizen Lead Training.

• Directed teams of 11 Supervisors and 2 Coordinators with 140 teammates in a fast-paced changing environment building strong relationships with the sales leadership teams to enhance service.

• Key leader in the testing and implementation of Medical Business Transformation billing and ordering.

• Partnered with cross functional teams (Workforce Management, Inventory, Customer Operations, and Human Resources) to maximize daily performance, consistently achieving key performance metrics: Service Level (80% of calls answered within 30 seconds), Workflow Service Level (98%), and Call Quality (98%).

• Sales Advisory Council Midwest Region led 6 Voice of the Employee Action Teams to address concerns identified in the VOE survey, Mentored aspiring leaders within the organization promoting 3 teammates into leadership positions. Teleperformance Pensacola, FL 1995-2010

Assistant Call Center Manager

Respected company leader with 15 years of experience holding positions of increasing responsibility for call center and company operations.

• Documented and implemented company-wide Disaster Recovery plan for three call centers to ensure business continuity. Utilized in September 2004 during Hurricane Ivan.

• Increased cash collected for $48M of monthly recurring revenue 15% while reducing bad debt by 3%, leading to being nominated for and winning the National Employee Excellence Award.

• Reduced the call centers average speed of answer over 10% while preserving customer loyalty. Created and launched a national customer loyalty campaign, Coast 2 Coast, One 2 One reducing individual customer churn 2.5%

• Led a special taskforce charged with improving customer loyalty and retention of the customer base. Trained frontline team, sales, and customer service leadership in six states increasing customer satisfaction and retention. EDUCATION

Elizabethtown High School - Elizabethtown, Kentucky 1986-1990 Professional Courses

• Raise the Bar Leadership Certification

• Kaizen Lead Certified

• Lean Six Sigma Sponsor Certified

• Facilitator of A Complaint is a Gift

Community Involvement

• Volunteer and support of The Special Olympics

• Breast Cancer Survivor Organization

• Feeding Fox Valley

• Habitat for Humanity

Contact this candidate