Operations Professional

Career Summary: Over ** years of Leadership experience, successfully managing Operations for large diversified Inbound and Outbound Customer Service, Sales, Order Entry, Print and mail Operations for many Fortune 1000 Companies. Proven ability in project management, design and administration of successful Quality, Production, Financial analysis, Asset

management and Operations Performance tracking and monitoring systems.

Specialized experience in:

*Project Planning *Results Analysis *Project Implementation

*Client Relations *Personnel Management *Career Development

*Budget Processes *Financial Management *Workflow Design

*Process Improvement

Professional Experience and Accomplishments:

Kim DeMarre – Consulting

2007-2009: Independent Consultant

Provided Project Management and Operational Efficiency expertise to a Large Medicare Third-party Administrator. Ran several projects designed to improve the call center efficiency and quality. Designed, developed and implemented a new Performance Management system that tracked and reported Performance for all levels of call center (Reps, Supervisors, and Client) and integrated it with the Annual Performance Appraisal process. Features of system included individual Call Ctr Rep and Supervisor Scorecards used to report performance results compared to goals for Productivity, Quality, Attendance and Special project performance indicators. Also included Management and Executive level Performance roll-up reports.

Provided Management Services to develop and deliver Outbound Call Center services for a Large Medicare Advantage Special Needs Health Plan. Services provided included successful outbound call support to an effort to expand the Health Plan into 4 new states and develop and contract with a Provider Network sufficient enough to meet the Federal (CMS) and State Government requirements for adequacy. Also, outbound collection calls as part of both a mail and call campaign that collected $2 million in unpaid and past due premium payments from members. Designed, developed and delivered system requirements, custom reporting, employee performance measurement and tracking systems, employee training, etc. Responsible for all aspects of the daily operations and client relations and exceeded all client expectations.

Amerihealth Mercy Family of Companies

2005-2007: Associate Vice President of Service Operations

Develop and Direct a new organization that includes the complete Financial management process (Budgeting, Financial performance analysis and monitoring, Staffing Model development, Cost/Benefit Analysis, Personnel and Purchase requisition, etc.) for the $90MIL annual administrative expense budget and the $10MIL annual Corporate initiative budget for expense and Capital of the Service Operations Organization (Operations, PMO, Information Solutions). Implement and manage Call Center Workforce Management System and process for the entire Organizations Call Center Operations. Design and implement an Annual Operating Plan and goals. Develop and manage a system for tracking, monitoring and

communicating the Organizations progress in achieving the annual operating goals to Corporate Leadership.

2004 to 2005: Associate Vice President of PMO

Develop and establish a Corporate Wide Project Management Office (PMO). Design Project Management methodology, tools and processes. Work with Senior Leadership to develop a Corporate project governance process that included project prioritization, sponsorship, and communication plans.

2001-2004: Senior Project Director

Direct and Implement various projects initiated by Senior Management to improve the operations and systems of the organization. Bring together a Project team from various parts of the organization with the skills and experience necessary to ensure the success of the project. Ensure that the team follows the appropriate project management processes, documents all phases of the effort and complete the project on-time and within budget. Keep senior level management informed on the progress of all projects efforts. Support the project managers and ensure they receive the necessary support of the organization.

Claims Administration Corporation (Now First Health Group)

2000-2001: Project Manager

Develop and manage various corporate projects for the Operations and Cost Containment Department. Duties include project plan development with key milestones and critical path identified, cost vs. benefits analysis, post-implementation evaluations, etc. Facilitate the internal project management process by selecting project team, facilitate project meetings, manage the project timeline and ensure projects completed on time and within budget. Managed various projects including Annual Open Season/Enrollment Campaign, Complete telecommunications conversion to new Long distance carrier, Design and implementation of Performance based measurement system and database for all non-management positions.

CNA Health Partners

1999-2000: Customer Service/Appeals & Grievance Manager

Designed and implemented the Customer Service Organization for a new start-up Managed Services Organization (MSO) that delivers Claims, Customer Service, Enrollment and Medical Management services to HMO’s (commercial and Medicare). Managed the implementation of all Call Management Equipment (i.e., ACD, IVR, Reporting Software, phones and Quality Monitoring equipment). Designed all phases of new Client Implementation (i.e., Benefit Plans on production System (Facets), workflows, Policies and Procedures, letters, reports, etc.).

*Received recognition from clients for flawless implementation

AT&T Solutions Customer Care Inc. (Now Convergys Inc.)

1998: Client Sales and Support Team, Force and Asset Manager

Developed the plans for profitably assigning and utilizing Company assets (i.e., staff, workstations, site selection, etc.) for all new business opportunities for new and existing clients. Provided Sales team with data in support of Client requests Bids/Proposals for new business.

*Received recognition from internal Operations team for customer service and

nominated for “President’s Award”.

1996-1997: Operations Team, Manager of Service Excellence

Managed 60-120 Call and Data Entry Specialists for a 24 hour 7day a week Inbound Sales and Customer Service program. Developed and administered Performance management system for entire program. Managed all program changes, enhancements

and problem resolutions for four different operating systems.

*Achieved an Exceed Objectives rating on annual Performance Appraisal.

*Recognized by Client, Management and Peers for Leadership and

Outstanding results.

*Mentored and developed 13 Call and Data Entry Specialist to Supervisory

Positions.

1994-1995: Operations Team, Production Manager

Managed all phases of project start-up (system development, training, hiring, etc.) and implementation for Inbound customer service, order entry, and fulfillment program for Fortune 5 Telecommunications company. Exceeded all Client and Company objectives for call handling (i.e., speed of answer, service level, quality, etc.), order entry, fulfillment turnaround and quality and profitability.

*Recognized by the Client as “Essential to the success of the program”.

*Received cash award for developing a Credit Card Fraud Detection process

that saved Clients over $100,000 and increased revenue for Company over

$10,000 annually.

1993-1994: Operations Team, Senior Floor Manager

Directed complex Business to Business Outbound Sales program for Fortune 5 Telecommunications company. Headed highly profitable operation of more than 250 employees and managers. Significantly exceeded all clients sales requirements and

quality results. Developed sales associate assessment and development program, and reengineered performance measurement system for all reporting levels (i.e., individual, team, project).

*Achieved Far Exceeded Objectives rating on performance evaluation for year.

*Received numerous “PRISM” awards from Managers for Being a Team Player

and Professionalism.

1992-1993: Operations Team, Project Manager

Successfully managed project design, start-up and Client Relations of the initial pilot outbound sales programs for a large National Automobile Association. Created and tested a new company pricing strategy for outbound sales programs based on commission per sale.

*Designed a financial model that tracked and analyzed the relationship

between productivity and profitability and presented it to the CFO team.

1991-1992: Operations Team, Project Manager

Took over all aspects of complex and difficult outbound sales project for a large National Insurance Company that was not profitable. Managed the entire operations team (100-150 employees), Client relations and project development (programming,

script enhancement and adhoc reporting). In direct competition with five other vendors, productivity and quality improvements took volume away from our competitors and the project exceeded company goals for profitability.

*Awarded “Best Balanced Project Management” for the year.

*Achieved Far Exceeded Objectives rating on Performance Evaluation for year.

1989-1991: Operations Team, Project Manager

Managed all aspects of project start-up and implementation for multiple outbound Sales and Lead Generation projects for a variety of Fortune 1000 customers in the Insurance, Banking, Food and Beverage and Telecommunications Industries.

1983-1988: Inbound Telephone Response Representative in Shareholder Services

Handled inbound customer service calls from shareholders of large Fortune 50 Telecommunications Companies.

*Member of the Company redesign team that changed Shareowner services

from functionally organized teams to Client Focused teams.

Education, Skills and Professional Development:

Florida Community College at Jacksonville

Jacksonville, FL

Business Studies

Numerous corporate-sponsored courses, including Dimensions of Leadership,

Project Planning and Management, diversity, Negotiation Skills, Conflict Resolution,

Customer Service Skills, Sales, Coaching for Results, Expense and Budget Management

Steven Covey’s 7 Habits of Highly Effective People.

Six-Sigma Green Belt

Skilled in MS-Word, MS-Excel, MS-PowerPoint, MS Project

Call Center Management Systems (IVR, ACD, Quality Monitoring, Workforce Mgmt, etc.)

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