Director for Johnson & Johnson Customer Contact Center-Consumer Healthcare/ Skin care(Program Director Alta Resources)Responsible for overall customer contact operations for the J&J consumer healthcare and skin care products. Provide strategic direction and operational oversight to all channels of communication including, phone, email, whitemail and social media. Additional oversight includes workforce management leadership and team.Scope/reporting structure consists of 13 direct reports (supervisors) and 130-150 Indirect reports consisting of service specialist for all communication channels and RN/LPN's for quality oversight and FDA compliance

Responsible for the overall Call group clinic operations (3 clinics) insuring that goals/ targets for quality, service, financial and safety are met or exceeded.• Successfully utilized Lean principles to transform the way primary care services are delivered to patients at a BETA site. This site served as a model for the remaining 22 clinics to execute this divisional initiative• Work on clinical redesign was also featured in a published book entitled “On The Mend: Revolutionizing Health Care to Save Lives and Transform the Industry”• Consistently met operating margin targets within call group (3 clinic sites) year over year, despite the mix of clinic revenue streams drastically changing• Improved quality metrics as measured by the Wisconsin Collaborative for Healthcare Quality (wchq.org) across three clinics. These clinics ranked first within ThedaCare Physicians and first cumulative in Wisconsin• Presented at the Institute for Healthcare Improvement (IHI) national conference in Vancouver, Canada on incorporating Lean principles into clinic operations (March 2009)

Responsible for overall strategic planning and daily operations of Claims Department, Customer Service Department and Business Team supporting dual enrollment segment of insured populationLed staff through transition from job/functional departments to customer-focused teams which resulted in improved customer service, increased efficiency and staff satisfactionLead the development of Touchpoint Health Plan web strategy, which led to Touchpoint Health Plan members being able to access their plan information via the web. Maintained staffing levels as HMO membership grew from 40,000 members to 120,000 members while improving service qualityReduced inbound call volume by 25% within nine monthsImproved staff productivity for average talk time per call by 50% through call coachingLed the development of an on-line document management system increasing staff efficiency and accuracy in obtaining specific information for plan membersInstilled an environment of "fun". Created sub group that focused on how to create world class service while having fun and having the ability to leave work at work (home/work balance)Lead staff through conversion in claims management system without decrease in quality and serviceLead implementation to new subrogation vendor and increased recovery savings by over 30%

Supervised Claims and Data Entry team of 15-20employees

Lead team of 15-20 claims analysts, setting production requirements and coaching them to attain and sustain targets of quality and serviceTrained 16-32 new claims analysts each quarter, preparing them to step into their roles with competencies needed to perform their workDeveloped curriculum and training outlines to meet learning objectives for new employees within claims department