Senior Manager

Damon Kinney 443-***-**** *****.******@*****.*** Washington, DC

Senior Manager

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Summary

Results-driven Senior Business Leader with 18 years of experience in healthcare. Strategizes applies innovative solutions and achieves organizational goals. Identifies gaps and implements cost-effective solutions. Transforms ideas into action by gaining organizational buy-in. Experienced in operations, finance, process improvement, vendor relations, and government contracting. A persuasive and tenacious leader who achieves business results. Develops strategic alliances, identifies new markets, and redesign processes. Contains costs by implementing technology solutions and controlling expenses. Authentic. Decisive. Ethical. Strategic. Imaginative. Areas of Expertise

Change Management Accreditation Forecasting Risk Management Compliance Innovation Continuous Process Improvement Design Thinking Quality Assurance Customer Experience Customer Relationship Management (CRM) Productivity Project Management Leadership

Strategy Development Relationship Building Influencer Budgeting Operations Training and Development Talent Management Communication Professional Experience

Aptive Resources, Alexandria, VA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... . . . . . . . . . . . 2020 – PRESENT SENIOR MANAGER 2020 – PRESENT

• Business Development: Developed and improved existing service offerings by anticipating and meeting future client needs; increased outcomes and benefits.

• Forecasting: Identified customer and market segmentation and trends, forecasting then producing high-quality work products; collaborated with team members, delivering superior client experience.

• Influencer: Engaged crucial stakeholders of prospective clients, establishing rapport, arranging meetings, and developing relationships; planned and oversaw new marketing initiatives; researched organizations and individuals, identifying and closing new opportunities.

• Business Acumen: Strategizes and contributes thought leadership, solving complex structured client problems; crafted, collected, and analyzed data; developed recommendations shaping and supporting clients.

• Customer Experience: Delivered services to clients on delegated engagement and projects in a program management capacity, expanding options.

FINANCIAL OVERSIGHT EXECUTIVE CONSULTANT 2020 – 2020

• Process Improvement: Established strategic action plans based on projected environments; led collaborative process improvement for VHA Office of Finance and Manpower Management Office (MMO); created goals for Finance and MMO response to GAO High-Risk List.

• Problem Solving: Collaborated with clients and management, analyzing problems and suggesting solutions; implemented interventions, documented research was undertaken, and delivered client business presentations.

• Risk Management: Effectively anticipated, mitigated, and communicated project risks; created online risk log, tracking project risks at each milestone.

• Ambiguity Management: Championed confidence in ambiguity, assisting team members in determining and implementing workable solutions; developed strategic 1-, 3- and 5-year high-risk plan; removed Finance and MMO from GAO High-Risk list.

ACCREDITATION PROGRAM MANAGER, APWU Health Plan, Glen Burnie, MD 2018 – 2020

• Accreditation: Oversaw enterprise compliance processes, collaborating with internal and external stakeholders; established 2-year scalable accreditation roadmap, delegating components to Quality Improvement committee; created organization-wide accountability process; achieved full accreditation.

• Process Re-engineering: Conducted organizational gap analysis and developed action plans for IT, HR, Operations, and Finance; re-engineering 10% of governance policies, mitigating risk.

• Compliance: Identified and implemented electronic Document Management Software (DMS), improving regulatory compliance and collaboration; assured enhanced security, reduced storage space and cost, and aligned with organization disaster recovery protocols.

• Leadership: As Quality Improvement Committee chair, directed and influenced federal health plan to maintain operational excellence; improved member satisfaction retention goals.

• Quality: Identified quality improvement gaps in operational process, policies, and standards; created e-learning training modules, standardizing policy review and rescinding process. Johns Hopkins HealthCare, LLC, Hanover, MD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2003 – 2018 DIRECTOR OF CUSTOMER SERVICE 2016 – 2018

• Customer Service: Drafted and implemented policies and procedures, improving customer service experience; established performance metrics for customer service representatives; incentivized and achieved outcomes.

• CRM Software: Improved workforce efficiencies by 50% by implementing Customer Relationship Management

(CRM); increased quality output by 40%, created a searchable database, responding to 70% of customer inquiries; decreased call talk times and guaranteed consistent customer answers.

• Customer Quality Assurance: Established service level requirements; developed and implemented methods to record, assess, and analyze customer feedback; implemented training and quality assurance programs for new hires and experienced employees.

• Call Center Metrics: Standardized call center operational metrics, adding net promoter score and randomized post-call customer feedback survey tied to CSR QA score; assessed internal processes affecting customer and technical support; guided and implemented solutions for improvement.

• Budget Management: Drafted and implemented the department's $14 million annual budget, consistently remaining 5% below the cap.

• Retention: Improved customer and employee retention by centralizing and analyzing detailed data; increased productivity and efficiency.

• Operational Excellence: Developed and implemented internal Operational Excellence, Continuous Improvement, and Employee Recognition Programs; encouraged competitive efficiency and improved employee morale; decreased absenteeism, improved call center retention by 35%, increased Gallup employee Q-12 department survey score from 2.5 to 4.35 on a 5-point scale. DIRECTOR OF QUALITY ASSURANCE 2014 – 2018

• Data Mining: Created and implemented customized data mining competencies, assessing over and duplicate payments; resulted in $5 million YoY recapture.

• Business Alignment: Led development of quality approaches and timelines; monitored work plan implementation and achievement against targets and result in visualization; reviewed gaps in data collection.

• Operational Standards: Standardized workflows and procedures, developing cohesive, high-functioning teams; improved morale and decreased questions to line-level supervisors; created a centralized database with consistent messaging to internal and external customers.

• Project Management: Led strategic project, recrafting systems and call center process design; improved productivity and efficiency; aligned with an overarching enterprise-wide strategic plan, annual goals, and customer feedback.

• Training and Development: Identified and designed required capacity-building training and resources; addressed gaps and improved team competencies and skills.

• Cross-functional Collaboration: Leveraged technical experience, project management, and coordination with numerous entities across the enterprise; improved cross-functional collaboration and transparency.

• Communication: Assigned Single Point of Contact (SPOCs), reducing communication breakdowns; encouraged feedback from stakeholders, regardless of position within the organization, and empowered constructive advice.

PROJECT MANAGER, MANAGER CLAIMS & METRICS ANALYSIS, CLAIMS SUPERVISOR 2003 – 2014 Education and Credentials

Master of Business Administration, Robert H. Smith School of Business, University of Maryland Executive Leadership Capstone: Ethical Leadership, Leading Change, Business Problem Solving, Strategic Management, Design Thinking, Negotiating Fearlessly

Bachelor of Science in Social Science, Coppin State University Technology: MS Office Suite: Word, Excel (Advanced), Teams; SharePoint, Power Apps, Zoom, WebEx

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