BT

TERRY A. HINARIS

Northbrook, Illinois 847-***-**** *******@*****.***

SUMMARY

Results-driven Business Transformation Consultant with 15+ years of highly effective experience in delivering cost, quality and customer satisfaction improvements across a diverse range of clients and industries. Core strengths: process improvement, CRM, requirements gathering, change management.

PROFESSIONAL EXPERIENCE

MERCER 2007 - Present

CRM Change Management Consultant - internal

 Improved usage by 15% of Mercer’s global business development system through the design, development and implementation of change strategies such as role-based training, performance metrics and targeted communications.

 Identified $125k in cost savings within Mercer’s marketing function by determining changes to process and job roles and responsibilities. Successfully managed the change by conducting an organizational readiness assessment, impact analysis and stakeholder assessment.

Independent Process Improvement Consultant 2004 – 2007

Client: Zurich Insurance

 Improved quality and productivity by standardizing core underwriting processes and introducing enabling technologies. Instituted performance metrics aligned with corporate strategies to strengthen loyalty and earn repeat business with highly profitable customers.

Client: State Farm

 Improved customer satisfaction with claims call center by 5%. Analyzed call center operations including scheduling, call data and call routing. Led cross-functional teams to design future state processes, recommend enabling technologies and build the business case.

 Reduced payroll operations and benefits administration costs by 12% through rigorous process and data analysis. Led a team of four consultants to identify root causes of payroll and benefit deductions errors and to gather functional requirements for a PeopleSoft implementation.

HEWITT ASSOCIATES 2001 - 2004

Operational Effectiveness Consultant

 Reduced Hewitt’s call centers’ costs by 5%. Conducted root cause analysis and led cross functional teams to identify and implement people, process and technology solutions. Recommendations included re-organizing the benefit centers’ organizational structure and launching enhanced benefit administration self service capabilities.

 Managed transition of HR customer service call centers and back office processes to India; developed and implemented global sourcing project plan, risk mitigation strategies and change management plan.

IBM GLOBAL SERVICES 2000 – 2001

Executive Consultant – Business Transformation Center of Excellence

 Identified $200k in cost savings and improved forecasting of IBM’s hardware warranty liabilities. Facilitated process re-engineering workshops to eliminate redundant and non-value add activities. Identified opportunities to automate manual tasks while improving quality control.

ERNST & YOUNG 1997 - 2000

Manager (1998 – 2000)

 Reduced order to cash cycle time by 15%. Analyzed order placement, processing and financial settlement. Recommended self service account management and electronic payment capabilities to reduce operating costs and build greater customer loyalty.

 Led a team in identifying and documenting functional and business requirements for an integrated front office Siebel implementation. Re-aligned business processes to maximize the technology’s impact on operations and customer satisfaction.

Senior Consultant (1997-1998)

 Increased customer satisfaction by 15% and reduced costs by 10%. Provided specific recommendations and user requirements based on customers’ needs to enable self service for a gas and electric utility.

TERRY HINARIS Page 2

HEALTHCARE COMPARE 1995 - 1997

Market Manager – Healthcare Cost Containment

 Initiated a medical cost management program in response to workers’ compensation managed care legislation in Florida and Arkansas. Impact on clients’ medical costs exceeded 20%.

 Designed and coordinated an integrated marketing campaign which assisted in closing a $486,000 managed care account with the nation’s largest automobile insurance carrier.

LIFE FITNESS 1992 – 1995

Category Manager, Healthcare

 Developed pricing strategies, product line advertising, and promotional strategies for commercial strength training product line, unit sales increased 14% over business plan.

 Executed a $20million strategic relationship with IBM to develop, manufacture and jointly market a fitness information kiosk for use in fitness facilities. Coordinated activities of external public relations firm and advertising agency to drive awareness and demand.

BAXTER 1988-1992

Healthcare Cost Management Consultant/Project Manager

 Instituted a continual process improvement program for several ancillary departments of a rural hospital to manage operational costs, improve quality of service, and increase efficiency.

 Led a team in analyzing physician admitting patterns, determining profitability by specialty, and surveying physician needs for a 600 bed urban medical center.

 Identified cost savings of $100,000. Led a laboratory task force to evaluate labor utilization, work flow, and customer needs.

EDUCATION

MBA, Concentration in Marketing, Tulane University, New Orleans, LA

Bachelor of Education, Human Services Administration, The George Washington University, Washington, D.C.

CERTIFICATIONS

 Certified in IBM’s DesignFlow BPM methodology

 Extensive hands-on process modeling experience using ARIS, Web Sphere Business Integrator and Visio

PROFESSIONAL AFFILIATIONS

 Member of Association of Business Process Management Professionals

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