Efficiency Consultant Independent

Caren M. Courtney

***** ***** ***** **, ****, WA 98031 206-***-**** advbil@r.postjobfree.com

Summary

Credible professional with over 25 years of unwavering and multi-faceted leadership experience in production and operations management. Proficient in strategic planning, identifying and mitigating risk, communication, resource management, improving workflows, operational efficiencies, documentation, training, and institutionalizing disciplines. Core Qualifications

Strong operational management and leadership skills, strategic planning in support of business case analysis/ requirements, budget planning, procurement, RFI, RFP, contract/vendor and project management, employee training, new/improved workflows, documentation, identifying operational gaps and implementing efficiency techniques/disciplines to improve workflow/environment.

Professional Experience

U.S. Technical Services – 20559 Prairie Street, Chatsworth, CA Operations Director - Jan 2020 to Aug 2022

Directed all aspects of 7/24/365 print and fulfillment (automated and manual) production facility with full oversight of 140+ employees (exempt, non-exempt and temporary personnel) throughout various departments including Business Operations, Strategic Planning & Initiatives, Quality Assurance, Production Planning & Control, Print, Fulfillment (automated and manual), Warehouse and Software Engineering in support of high volume and transactional/regulatory, PHI/PII document processing (claims, checks, bills, letters, ID cards, etc. for a leading health care insurance company).

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Summary of accomplishments:

- Attained and sustained unprecedented (year-over-year) quality control results (annual QC avg as follows: 2020 – 99.999995%; 2021 – 100%; 2022 YTD – 100%)

- Achieved 100% of all contracted service level agreements year-over-year (zero impact during COVID pandemic)

- Improved file production turn-around-time by over 30% thereby reducing annual budget and operating costs by over $1.3MM while simultaneously increasing available capacity levels (examples include Print +64% and Automated Mail +23%).

Strategic Planning & Initiatives Director – Oct 2018 to Dec 2019 Directed and provided oversight in the planning and execution of all strategic initiatives and procurement activities. Fostered and maintained cohesive relationships with key stakeholders and applied analytical thinking and solutioning by combining multi-industry expertise and best practices which successfully enabled me to lead in the development of foundational and growth strategies while ensuring potential risks were consistently in the forefront and mitigated.

Summary of accomplishments:

- Identified business long and short term goals, obtained key stakeholder approval and provided project management oversight on capital expenditures totaling $8MM. Expenditures included high-speed intelligent inserting and commercial printing equipment, business intelligent systems and postage accounting software.

- Based on customer business requirements and non-negotiable production-ready date, managed research, budget, procurement, and installation of commercial based ID Card lamination equipment. Effort required infrastructure planning and buildout (e.g., compressor, electrical and power grid upgrades, equipment deinstallation/reinstallation, etc.), scheduling of multiple technical support teams, acceptance testing, operator training and certification.

Professional Experience (continued)

U.S. Technical Services – 20559 Prairie Street, Chatsworth, CA Production Operations Manager - Jan 2015 to Sep 2018 Responsible for leading all activities associated with the production of PHI/PII, regulatory and critical document processing. Activities included hiring, management, and performance oversight of production planning and control, printing, fulfillment (automated and manual), warehouse/inventory, shipping and receiving. By ensuring operating efficiencies were consistently monitored and adhered to and workflows/processes were followed, all contracted service level agreements were 100% regularly met and quality control exceeded expectations. Production & Efficiency Manager - Jan 2013 to Dec 2014 Responsible for leading all activities associated with the production of PHI/PII, regulatory and critical document processing in a 7/24/365 facility. Activities included hiring, management and performance oversight on commercial grade printing and automated/intelligent insertion equipment and manual fulfillment, and quality control. Prioritized and met regularly with offsite customers to ensure strong and transparent communication was always at the forefront.

Production & Efficiency Consultant (Quantre Group) - Mar 2008 to Dec 2012 Contracted as an independent consultant to implement production disciplines, efficiency improvements, process documentation and training. Notable improvements were achieved in several production areas including Production Mail (Automated Fulfillment) where efficiency levels increased from 40-45% to 80-82% within 8-10 months. From there, I was assigned by the Director to implement same levels of improvement in print, manual fulfillment and warehouse shipping and receiving. Once all production areas were optimized, I was regularly assigned to special projects, performed analysis/reporting and backfilled supervisor/manager positions as needed. Quantre Group – Kent, WA (Independent Consultant)

Founder and Chief Executive Officer - Feb 2003 to Dec 2012 Provided production (mainly print and automated/manual fulfillment) efficiency expertise and consulting to many clients across the United States including (but not limited to) the following: Action in Mailing – Alabama

AIG – Delaware

Allstate – Texas & Chicago

All Direct Mail – California

Blue Cross Blue Shield – Florida

Capital One – Washington

Gunther International – Connecticut

Humana – Kentucky

U.S. Technical Services – California

Liberty Mutual (formerly SAFECO Insurance)

Automated Print & Mail Supervisor Sep 1997 – Jan 2003 Responsible for leading all activities associated with the production of PHI/PII, regulatory and critical document processing in a 7/24/365 facility. Activities included hiring and performance oversight on commercial grade printing and automated/intelligent insertion equipment, notarization and archiving of affidavits of mailing and quality control. Procurement Buyer - Oct 1990 to Aug 1997

Procurement activities included acquiring vehicle fleet for corporate and independent insurance representatives throughout the U.S., data center equipment, envelopes, paper, graphics printing, furniture and office supplies

Professional Experience (continued)

Liberty Mutual (formerly SAFECO Insurance)

Procurement Lead - Jun 1986 to Sep 1990

Responsible for overseeing a team of 4 Procurement Clerks and ensuring scheduled (automated) purchase orders were completed accurately and all invoices were matched and verified to all approved purchase orders. Worked closely with Accounts Payable Manager to ensure all invoices were processed accurately and in a timely manner. Education

Throughout my career, I have made it a practice to continue my education through participation in various management and leadership development courses. This practice, along with my employment opportunities, has resulted in 20+ years of experience in lieu of a bachelor’s degree.

Shoreline Community College - Certified in Purchasing & Materials Management (1990) Tahoma High School – Diploma (1982)

References

Available upon request

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