Curt Caldwell Mba, Lssmbb Email and Phone Number

August 2013 – June 2019 (5 years 10 months) Greater Nashville Area, TN• Project Management Professional for CHS, a Fortune 500 national healthcare provider• Managing all Project Management functions for Community Health Systems implementation of the Lawson Procure to Pay (P2P) solution to approximately 150 facilities across the United States. • Successful deployment of UltiPro & Kronos initiatives that produced a large ROI for over 100+ hospital and clinics.

• Project Management Professional for CHS, a Fortune 500 national healthcare provider.• Working as a core member of the Ingenuity team to help continue the growth of IT consulting services, IT project management, IT service delivery, and ITSM solutions. • Project manager for a $17M budget and program for an iSeries (AS400) project for the system upgrades and/or full system replacements for 112 hospital facilities in preparation for new clinical application rollout to support Meaningful Use.

Position: Contact Center Expert / Modernization of Service Desk / People & Process Improvement• Project Management Professional for Ardent Health Services, a nationwide provider of hospital and health care services • Management of staff, and development of process/procedural enhancement initiatives to strengthen and improve customer relations and internal work flows• Design, review and implement call center metrics, KPI's and service levels.

Healthcare – revenue cycle management software & services. 1.1B annual revenue.Director of OperationsDirect two services product lines and three client facing service teams; Responsible for global Technical Support Services, Implementations and Account Managers. Operational duties include analyzing and improving policies, procedures, workflows, service levels and handling escalations.• Improved 1st call resolution from 61% to 74%.• Reduced customer attrition from 17% to 6%.• Decreased implementation total time by 15%• Increased average CSAT scores to all-time highs of 4.5.

Public Safety – mass communication software and hardware. 5.9B annual revenue.Director of Programs & Customer CareRestructured three services product lines with three client facing service teams; Technical Services, Field Services and Training Services. Accountable for P & L for each service team. Built successful partnerships with other VPs and Directors through- out the enterprise ensure clarity, consensus and purpose of business objectives. Built relationships with all top clients, communicated business and product changes while ensuring SLA’s were met• Reduced average days to close a case/ticket from 16 days to 4 days. • Increased project completion & acceptance from 78% to 93%.• Achieved an 11% increase in utilization for Training Services to 62%.• Exceeded margin goal of 25% for all three service teams.

Healthcare – clinical documentation software & services. 440M annual revenueVice President of Client Services & FulfillmentSite manager for four call center operations and fulfillment centers located throughout the United States. Demonstrated abilities to solve problems, adapted readily and quickly to business conditions, developed executive metrics presentations, built business plans while still driving towards results. Managed all aspects of call center readiness and the supply chain for the fulfillment center. Managed a 9.3M budget. • Defined and implemented multiple Six Sigma / LEAN projects saving the company 2.3M dollars annually in waste and loss of productivity. • Reduced the number of re-opened tickets/cases from 19% to 4%.• Led both the due diligence and integration efforts after each acquisition (total of 3) to consolidate four call centers and three fulfillment centers into one central location.• Reduced headcount by 30% by streamlining departmental operations via KPI’s, metrics and SLA’s. Transitioned service level quality from CSAT to NPS.

Manufacturing & Sales – hardware platforms and software services. 62.1B annual revenueManager, Business Sales DivisionStaffed, developed and directed a team of sales executives towards the achievement of maximum margins in the small and medium business market. Responsible for all direct and indirect reports which included training, coaching, mentoring and progressive discipline.• Reduced customer dissatisfaction issues by 22% through accountability.Sr. Manager, Fulfillment OperationsCoached and led eight managers during the fulfillment “startup” in the areas of receiving, materials, inventory, production and logistics to ensure customers received their orders correctly and on schedule. Implemented LEAN processes to increase site production while lowering costs and waste.• Successfully ramped six new product lines from the production floor up 45 days ahead of schedule. Budget size 5.4M Project Manager, LogisticsManaged a team of five logistic analysts who mapped all inbound and outbound cargo through the logistical network. Established new cost saving strategies for item storage and identified risks as the manufacturing plant was converted into a fulfillment center.• Selected by senior leadership to be a member of the facility “start up” team which launched two fulfillment centers. Reno NV facility was 100% vendor managed.• Improved same-day-ship for six OEM product lines from 80% to 98%. Manager, Inventory ControlAssembled a team of inventory control analysts and cycle counters to track the accuracy and movement of inventory dollars and piece parts. • Certified on three Six Sigma green belt projects and one yellow belt project with a cumulative cost savings of 1.6M annually.

Project ManagerCustomer Service ManagerInventory Control Manager