Director of Operations

Zachary D. Whittenberger

401-***-**** • ********@*****.***

PROFESSIONAL OBJECTIVE:

To continue advancement in a professional position by utilization of education background and previous work experience.

EMPLOYMENT HISTORY:

11/19-Present Direct Link WorldWide, Inc., Elizabeth, NJ

Director of Operations

Oversee Operations of EWR, LAX and ORD for hourly, daily, monthly KPI and SLA. Responsible for productivity increase of 22%.

Develop and manage contracts with airline carrier partners to secure transport capacity. Responsible for improved Leg 1 transit time of 1 day and Leg 3 of 5 days.

Create onboarding, training, SOP and evaluation measures for Operations staff

Ensure adherence of Operations to company revenue, cost-control and budgeting plan. Responsible for cost reduction of 19%.

Assist Sales team with training and understanding of Operations processes

Report to PostNord group for Operations CI RAIL, corporate scorecard and KPI

Contribute to regional BPT as Operations silo-lead

06/19-11/19 Direct Link WorldWide, Inc., Elizabeth, NJ

Business Development Specialist

Conducted sales demonstrations with potential clients

Created, presented, negotiated and managed contracts with clients

Executed company revenue, sales and retention strategies and goals

Performed cold call outreach and attended trade shows to identify prospects

07/16-Present TMW Productions, LLC, East Greenwich, RI

Chief Marketing and Sales Officer

Conducts sales demonstrations with potential advertising and event clients

Creates, presents, negotiates and manages contracts with clients

Designs and increases awareness of company brand in marketplace

Plans, develops and executes company marketing and advertising initiatives

08/18-05/19 Blue Cross Blue Shield of Rhode Island, Providence, RI

Business Analyst

Managed and generated the daily, weekly and monthly departmental reports

Assisted Continuous Improvement team with GAU re-design project

Served as GAU systems administrator/super-user and led Salesforce implementation

08/17-08/18 Blue Cross Blue Shield of Rhode Island, Providence, RI

Associate Business Analyst

Led clinical team with management of case production and developed continuous process improvement procedures

Participated in CMS, NCQA and Compliance audits and data verification

03/16-08/17 Blue Cross Blue Shield of Rhode Island, Providence, RI

Medicare Administrative Case Specialist

Responded to grievances and appeals for Medicare line of business cases

03/15-03/16 Blue Cross Blue Shield of Rhode Island, Providence, RI

Commercial Administrative Case Specialist

Responded to grievances and appeals for Commercial line of business cases

09/14-03/15 Blue Cross Blue Shield of Rhode Island, Providence, RI

Provider Services Representative

Handled and addressed provider phone calls for all lines of business

04/13-09/14 Blue Cross Blue Shield of Rhode Island, Providence, RI

Associate Member Services Representative

Handled and addressed member phone calls for Commercial line of business

10/12-04/13 Randstad Staffing, Providence, RI

Temporary/Contracted Employee

Worked variety of roles, responsibilities and companies on temporary basis

06/11-09/12 Direct Link WorldWide, Inc., Elk Grove Village, IL

Branch Operations Manager

Managed all aspects of international shipping operations

01/11-06/11 Direct Link WorldWide, Inc., Elk Grove Village, IL

Production Manager

Managed daily production and Lean Management principles implementation

EDUCATION:

University of Wisconsin - Eau Claire, Eau Claire, WI

B.A. Secondary Education Conferred December 2010

GPA: 3.22/4.00, Cum Laude

Concentration: Broad Field Social Studies – History

ASSOCIATIONS AND ORGANZIATIONS:

(2013-2020) Rotary International-Pawtuxet Valley Rotary Club

Voting Board Member

Event Planner and Volunteer

(2017-2020) Rotary International-District 7950

Event Registration Committee Chairperson

Communication Committee Co-Chairperson

Membership Committee Member

2018 District Conference Planning Committee Member

2018 District Conference Session Keynote Speaker

2016-2017 Rotary International-District 7950

Community Service Committee Chairman

2017 District Conference Planning Committee Member

2017 District Conference Session Keynote Speaker

2016-2017 Rhode Island Co-Ed Softball League

Voting Board Member

Advertising Manager

BLUE CROSS & BLUE SHIELD OF RHODE ISLAND COMMITTEES:

2018-2019 Federal Employee Program Steering Committee

2018-2019 BCBSRI Business Continuity Planning Committee member

2018-2019 Continuous Improvement GAU Re-design Team member

2017-2019 Salesforce Implementation Project Team Member

2017 Values in Action All-Associate Award Selection Voting Delegate

2016-2019 3rd Floor Evacuation Coordinator Captain

2016-2019 GAU CMS, NCQA and Compliance Audit Team

2016-2017 Corporate Affairs Division All-Associate Survey Response Team Lead

2016-2017 BCBSRI All-Associate Survey Response Team

2015-2016 iHealth and Blue Cross Operations Monthly Workgroup

2015-2016 ClaimsXten Operations Monthly Workgroup

2015-2016 Correct Coding Administrative Overturn Workgroup

2015 3rd Floor Evacuation Coordinator Lieutenant

2015 Facets Claim Archival Project Workgroup

2014 Call Center 2013 Employee Engagement Survey Response Team

HONORS AND AWARDS:

2017 Pawtuxet Valley Rotary Club Presidential Achievement Award

2016 Rotary International District 7950 “30 Under 30” Award

2015 Rotary International District 7950 “30 Under 30” Award

CERTIFICATIONS AND LICENSES:

(2019-2020) DoD, DHS, TSA, Secure Threat Assessment

(2019-2020) DoD, DHS, TSA, Sensitive Material Classification Clearance

(2016-2020) State of Rhode Island Professional Fundraiser License

2010-2015 State of Wisconsin Initial Educator’s Teaching License

2010-2011 State of Illinois Substitute Teacher License

2009-2014 DoD, DHS, TSA, Secure Threat Assessment

2009-2014 DoD, DHS, TSA, Sensitive Material Classification Clearance

ADDITONAL TRAINING AND SEMINARS:

2020 United States Postal Service – International Mail Advisory ICS2 Seminar

2020 European Commerce Commission – 2021 Zero VAT Seminar

2020 Rotary District 7950 Annual Assembly (Facilitator)

2019 Rotary District 7950 Annual Assembly (Facilitator)

2019 BCBSRI Blue Theatre Agent-of-Change Training

2018 Rotary District 7950 Nuts and Bolts Training (Facilitator)

2018 BCBSRI BlueSquared Training (Facilitator)

2018 BCBSRI Salesforce ‘How-To’ Training (Facilitator)

2018 Rotary District 7950 Membership Seminar (Facilitator)

2017 BCBSRI GAU Clinical Introduction to Facets Training (Facilitator)

2017 BCBSRI GAU Clinical Team Side-By-Side Training (Facilitator)

2017 BCBSRI Senior Market Product Strategy and Portfolio Training

2017 Rotary District 7950 Conference – Three R’s of Membership (Facilitator)

2017 BCBSRI Coding Light Training

2017 BCBSRI Evacuation Coordinator Training

2017 BCBSRI USPS Suspicious Package/White Powders Seminar

2017 BCBSRI Medicare 101 Training

2017 BCBSRI BCBSNA ITS Module Training

2016 BCBSRI GAU Admin Re-Introduction to Facets Training (Facilitator)

2016 BCBSRI Championing Diversity & Inclusion for Business Success

2016 BCBSRI StrengthFinders

2016 BCBSRI TFA Training Guide Enterprise-Wide Rollout

2016 BCBSRI Senior Market Product Strategy and Portfolio Training

2016 Rotary President Elect Training Seminar – Rotary Means Business

2016 Rotary President Elect Training Seminar – How To Use Social Media

2016 Rotary President Elect Training Seminar – Talking Action and Change

2016 Rotary President Elect Training Seminar – Foundation Guidelines

2015 BCBSRI GAU BlueSquared Appeal Process Training

2015 BCBSRI GAU Admin Introduction to Facets Training (Facilitator)

2015 BCBSRI GAU Admin Team Side-By-Side Training (Facilitator)

2015 BCBSRI Evacuation Coordinator Training

2015 BCBSRI Social Engineering and Phishing Training

2015 Rotary President Elect Training Seminar – Rotary Means Business

2015 Rotary President Elect Training Seminar – Foundation Guidelines

2015 Rotary President Elect Training Seminar – Empowering Members

2015 Rotary President Elect Training Seminar – How To Increase Membership

2015 BCBSRI GAU CXT Appeals Process Training

2015 BCBSRI GAU CXT and GAU Issues Training

2015 BCBSRI GAU Case Specialist Training

2014 BCBSRI Diversity & Innovation by Stephanie Huckel Training

2014 BCBSRI Cultural Competence for Customer Service

2014 BCBSRI Open Enrollment Education Session

2014 BCBSRI Facility Eligibility/Claim Queue Call Center Training

2014 BCBSRI BCBSNA ITS Module Training

2013 BCBSRI Call Center Work Item Resolution Letter Workshop

2013 BCBSRI Ceridian/Dayforce Training for Hourly/Non-Exempt Employees

2013 BCBSRI Open Enrollment Education Session

2013 BCBSRI Performance Management Overview Training

2013 BCBSRI Provider Eligibility/Claim Queue Call Center Training

2013 BCBSRI Member Eligibility/Claim Queue Call Center Training

2013 BCBSRI New Hire Orientation Training

2012 BCBSRI Facets Training

2012 BCBSRI LRSP Training

2012 BCBSRI BlueLyncs Training

2012 BCBSRI Catamaran Interface Training

2012 BCBSRI Caremark Interface Training

2012 BCBSRI Pharmacy Queue Call Center Training

2012 BCBSRI Temporary Employee Orientation Training

COMMUNITY SERVICE AND VOLUNTEER OPPORTUNITIES:

2019 Pawtuxet Valley Rotary Club “Lucky Bingo” Fundraiser Volunteer

2018 Rotary District 7950 Foundation Dinner Event Volunteer

2018 Coventry High School Alumni Association Wine Tasting Event Volunteer

2018 EasterSealsRI 6.9K Road Race Event Volunteer

2018 Pawtuxet Valley Rotary Club “Little Library” Project Volunteer

2018 Pawtuxet Valley “Sweetheart Sweepstakes” Fundraiser Planner

2017-2018 Town of Coventry Parks and Recreation Beautification Project Volunteer

2017-2018 Pawtuxet Valley Rotary Club “Bingo Spooktacular” Fundraiser Volunteer

(2017-2020) Rhode Island Historical Society Cemetery Clean-Up Volunteer

2017-2020 Pawtuxet Valley Rotary Club Secretary

2017-2018 Wakefield Rotary Club South County Balloon Festival Volunteer

2017 Ronald McDonald House Fundraiser Volunteer

2017 Pawtuxet Valley Rotary Club “Shamrock Sweepstake” Fundraiser Planner

2016-2018 Strike Out AIDS Bowling Night Event Planner

2016-2018 AIDS Care Ocean State Bingo Event Volunteer and Business Sponsor

2015-2017 Rotary District 7950 Pawtucket Red Sox “Rotary Night” Event Planner

2015-2017 Rotary District 7950 Providence Bruins “Rotary Night” Event Planner

(2014-2020) Ben Boyle Classic Golf Tournament Volunteer

(2013-2020) Pawtuxet Valley Rotary Community Yard Sale Volunteer

2013-2017 Temple Shalom Seder Dinner Volunteer

2015-2017 Pawtuxet Valley Rotary Club President

2014-2016 Pawtuxet Valley Rotary Club 5K Run for Reading Event Planner

2014 Pawtuxet Valley Rotary Club President-Elect

2013 West Warwick Arctic Mission Christmas Event Volunteer

2011-2012 Elmhurst College Relay for Life Event Volunteer

2011 Elmhurst Turkey Trot 5K Volunteer

2011 Wisconsin DECA State Competition Judge

2010-2011 Wisconsin DECA District 1 Regional Competition Judge

2010 Barron High School Academic Decathlon Assistant Coach

2010 Barron High School Girls’ Junior Varsity Assistant Coach

2008-2009 Saint Croix Falls High School DECA Assistant Coach

2008-2009 American Legion Post #143 Varsity Baseball Head Coach

Contact this candidate