Business Development Operational Excellence

GERALD KEITH THOMPSON

Hilliard FL

****************@*****.*** / 904-***-****

PROFESSIONAL SUMMARY

Accomplished Director with a strong track record of driving business growth and leading high-performing teams. Expertise in strategic planning, financial oversight, and operational optimization. Proven ability to manage complex projects, mitigate risks, and build lasting relationships with key stakeholders. Skilled in executing organizational change and fostering innovation to meet evolving business needs. Dedicated to delivering measurable results through decisive leadership and a focus on continuous improvement.

TECHNICAL AND PROFESSIONAL PROFICIENCIES

Strategic Leadership

Financial Acumen

Cross-Functional Collaboration

Operational Excellence

Team Development and Mentorship

Stakeholder Management

Project Management

Market Analysis and Competitive Intelligence

Innovation and Product Development

Digital Transformation

EXPERIENCE

Service Alignment Manager / Process Improvement Leader / Humana, Inc. - Remote, FL 01/2016 - 01/2023

Established key performance indicators (KPIs) to monitor team performance, contributing to a 95% on-time delivery rate.

Provided strategic recommendations to leadership, supporting a 12% growth in service capacity, year over year.

Led a team of 12 to streamline service workflows, achieving a 30% reduction in response time for escalated cases.

Analyzed and restructured service alignment protocols, enhancing compliance with company standards by 15%.

Market Management Consultant / Humana, Inc. - Remote, FL 01/2012 - 01/2016

Provided strategic guidance to senior leadership on market trends, influencing decisions that resulted in a 30% improvement in customer retention.

Developed performance metrics to track and assess market strategy effectiveness, leading to a 25% reduction in underperforming campaigns.

Evaluated competitor activities and market dynamics, informing pricing adjustments that led to a 10% increase in market penetration.

Spearheaded data-driven initiatives to enhance member engagement, driving a 12% improvement in customer satisfaction scores.

Provider Account Service Executive / Humana, Inc. - Jacksonville, FL 01/2008 - 01/2012

Worked closely with leadership to monitor provider network performance and suggest actionable strategies, leading to a 12% increase in network retention rates.

Provided regular feedback to internal teams on process improvements and training needs, resulting in a 10% increase in team productivity.

Utilized CRM tools to track provider interactions, ensuring all communications were logged, and follow-ups were completed, enhancing workflow accuracy by 20%.

Resolved over 98% of provider issues on first contact, driving operational efficiency, and reducing the volume of escalated cases by 40%.

Managed Services Organization (MSO) Manager, Ancillary Contractor Medicare Segment / Humana, Inc. - Jacksonville, FL 01/2006 - 01/2008

Analyzed financial reports and operational metrics to optimize cost savings, achieving a 15% reduction in operational costs within the first year.

Spearheaded the integration of new technologies to automate service workflows, resulting in a 30% improvement in processing speed.

Oversaw the contract lifecycle for ancillary services, including negotiations and renewals, increasing contract retention by 18%.

Ensured alignment with internal and external stakeholders, delivering a 95% satisfaction rate in contractor feedback surveys.

Business Consultant/Project Management Professional (PMP) / Humana, Inc. - Jacksonville, FL 01/2005 - 01/2006

Provided strategic guidance to senior leadership on resource allocation, contributing to a 40% improvement in resource utilization.

Led process improvement initiatives, identifying bottlenecks, and enhancing workflows, resulting in a 20% increase in team productivity.

Spearheaded training programs for new project managers, improving team performance, and reducing onboarding time by 25%.

Utilized data-driven insights to support decision-making, improving project outcomes, and achieving a 15% increase in client satisfaction scores.

Director of Operations / PER-SE' Technologies - Jacksonville, FL 10/2003 - 01/2005

Collaborated with senior leadership to create long-term operational goals, resulting in a 35% increase in company revenue over two years.

Analyzed operational metrics and developed reports to identify inefficiencies, leading to the implementation of corrective actions that reduced waste by 18%.

Oversaw budgeting and forecasting, ensuring budget adherence, and reducing operational expenses by 20%.

Managed day-to-day operations, overseeing a team of 50+ employees to ensure efficient workflow and performance across departments.

Director of Operations, Provider Affairs / Humana, Inc. - Jacksonville, FL 01/2000 - 07/2003

Conducted quarterly business reviews with key stakeholders, identifying operational bottlenecks, and implementing corrective actions that resulted in a 10% improvement in operational KPIs.

Mentored senior managers, fostering a collaborative team environment, and supporting leadership development, leading to the promotion of three team members into higher roles.

Enhanced reporting systems, leading to a 10% increase in data accuracy, and a more efficient flow of information between departments.

Developed and implemented process improvements that reduced provider onboarding time by 20%, ensuring faster integration into Humana's network.

EDUCATION

High School Diploma

West Nassau High School - Callahan, FL

TECHNICALANDPROFESSIONALPROFICIENCIES

Microsoft Office Suite

Project Management

Change Management

Systematic Problem Solving

Conflict Resolution

Market Management

Business Process Reengineering

Process Development

Physician Financial Analysis

Budget Analysis

WEBSITES, PORTFOLIOS, PROFILES

https://www.linkedin.com/in/gerald-keith-thompson/

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