Elizabeth (Betty) Blakeman Email and Phone Number
SENIOR EXECUTIVE, HEAD OF MEMBER SERVICES EXPERIENCE, BOARD LEADER – Building world-class customer journeys and unlocking breakthrough opportunities for multibillion-dollar organizations: Blue Shield of California (BSC), American Express, Visa, and Lincoln Financial Group.Over the past two decades, I’ve positioned large organizations across B2B, B2C, and B2B2C industries (financial services, healthcare, technology, and insurance) to achieve extraordinary results at scale and set new standards of excellence. With a people-centric ethos focusing on clients, employees, and stakeholders, plus an innovative mindset and results-driven “why” as our north star, I’ve continually empowered my organizations to outperform. 𝗖𝗮𝗿𝗲𝗲𝗿 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀11-FIGURE STRATEGIC LEADERSHIP ► As Head of Member Experience at BSC, architected strategic plan for $22.9B organization that led to 20% improvement in member satisfaction and vaulted NPS 40%. Set stage for BSC to receive the first customer service award in its 83-year history.FORTUNE 200 ORGANIZATIONAL EXCELLENCE ► As Head of North America Prepaid Financial Services at Visa, captained large, global team to achieve record-breaking results across verticals. Realized 100% of performance guarantees for industry-leading clients.BOARD LEADER ► Elected as a Board Member, Member Governance Committee, in support of 4.7MM members at BSC; Board Member, DE&I Inclusion Board, BSC, implementing rigorous diversity practices in hiring and development; and Board Member of the El Dorado Chamber of Commerce. MULTIHUNDRED-MILLION DOLLAR COMMERCIAL ACCELERATOR ► As VP and General Manager, Merchant Communication Group at American Express, built sales to service model that surfaced new cash flow streams and propelled revenue $963MM within 2 years. STATEWIDE COVID-19 TASKFORCE ► Played leadership role, amid the largest health crisis of our lifetime, as Third Party Administrator for California’s COVID-19 Vaccine Taskforce.𝗩𝗶𝘀𝗶𝗼𝗻I’m excited to continue shaping the future—as an executive at BSC and board leader—and pushing the boundaries of what’s possible for our customers, employees, and stakeholders.
Blue Shield Of California
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Vice President And Head Of Member Services | Service Leader, California Covid-19 Vaccine TaskforceBlue Shield Of California 2014 - PresentOakland, California, UsIn 2014, I was tapped to steer Member Services for a $22.9B health plan serving 4.7MM people across every zip code in California, Blue Shield of California (BSC). At BSC, our mission is to provide high-quality health coverage worthy of our families and friends, at a sustainably affordable price. To realize our mission, I went all-in to shape the future of care at BSC. My efforts accelerated the pace of innovation; yielded 10+ new service models; and empowered 2,000+ employees to deliver personalized, award-winning customer service. At BSC, our mission doesn’t end with our members; it extends to all Californians and beyond. Toward that end, I’ve worked with federal, state, and local government to advocate for policy that improves healthcare for all, including 𝘆𝗼𝘂, tú, 你, ikaw, bạn, 너, դու, شما.𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀STRATEGIC PLANNING ► Orchestrated large-scale transformation initiatives that leveraged the full potential of Member Services, transformed it into an agile growth lever, and continually met ever-evolving market forces, regulatory demands, and member expectations.1ST CUSTOMER SERVICE AWARD IN 83-YEAR HISTORY ► Designed and deployed new service models that drove double-digit improvements in member satisfaction, NPS, and efficiency. Led BSC to receive Business Intelligence Group’s Excellence in Customer Service Award (2021). CALIFORNIA COVID-19 TASKFORCE ► Stepped up to challenge of COVID-19 and played leadership role in CA’s COVID-19 Vaccine Taskforce as TPA. Stood up 2,200+-FTE team and scaled capacity to support 40MM Californians, all within 2 months.TALENT DEVELOPMENT & ENGAGEMENT ► Cultivated culture that championed DE&I and empowered staff. Strengthened training (increased OJT 300%) and grew employee satisfaction 5 straight years.
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Vice President | Head Of North America Prepaid Financial Services | Fortune 200 Strategic LeaderVisa 2011 - 2014Foster City, California, UsOn the heels of the Global Financial Crisis, I was recruited to spearhead Visa’s North American Prepaid arm, the Fortune 500 company’s largest product category. When Visa reorganized its global business and undertook the largest IPO in US history, it made a commitment to investors that it would be a growth company in the long-term. As Head of North America Prepaid Financial Services, I developed and drove an engagement strategy that delivered on this commitment—elevating customer satisfaction, loyalty, and growth.𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀FORTUNE 200 COMMERCIAL ACCELERATOR ► Architected strategic blueprint, headed major organizational initiatives, and accelerated growth trajectory of Prepaid operation. Strengthened reputation with and service to Fortune 500 clients spanning Accounting, Finance, Food and Beverage, Hospitality, and Human Resources.RECORD-BREAKING RESULTS ► Within 1 year, mobilized 1800+-FTE team to achieve record-breaking results in contract performance for 220 financial institutions and issuers ($44.1B purchase volume).DIGITAL-FIRST STRATEGY ► Established a digital-first culture, invested in NextGen technology, and embedded innovative tools across services and sales ecosystem. Proactive services and new tiers achieved double-digit improvement in time-to-resolution and authentication rates.TALENT CULTURE CHANGE ► Reimagined recruitment, hiring, training, and retention programs, which laid the foundation for dozens of promotions and improved retention 25%. -
Director Of Customer Operations | Fortune 200 Growth Catalyst | Apac, Eu, North America LeaderLincoln Financial Group 2010 - 2011Radnor, Pa, UsIn 2009, I was hired to provide leadership, direction, and functional expertise to global customer operations for $19.2B, Fortune 200 insurance and investment management company, Lincoln Financial Group. Within 1 year as Director of Customer Operations, I developed and deployed a new operating model that bolstered sales, account management, and inventory control groups across APAC, Europe, and North America. 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀FORTUNE 200 OPERATIONAL EXCELLENCE ► Envisioned and executed organization’s customer operations strategy, which unified previously siloed functions into a centralized, agile business unit. Institutional shift set stage for 9-figure savings, faster deal creation lead time, and a double-digit increase in service-level performance.GLOBAL FINANCIAL PERFORMANCE ► Orchestrated large-scale transformation initiative focused on optimizing financial performance worldwide. Developed strategic plan, aligned people and systems with organizational workload, and recaptured $85M+ in working capital, while maintaining quality.DATA AND ANALYTICS TRANSFORMATION ► Deployed a new BI framework that provided data-driven, actionable insight to 6K FTEs worldwide and delivered an enduring competitive advantage to BSC. -
Founder And President | New Venture Architect | Business Development And Cx Strategic ConsultantThe Blakeman Group 2006 - 2010I launched a strategic consultancy that offered business development and customer experience solutions for clients from seed to scale. Our team guided start-ups and growth-stage enterprises to better understand industry trends, identify growth opportunities, and lay the foundation for success—enabling clients to thrive long after the end of our engagement. 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀NEW VENTURE PLANNING AND INVESTMENT ► Built the architecture for a luxury concierge and lifestyle management start-up, from developing its operating model and customer journey (including application), to brokering partnerships with market leaders and guiding VC program to secure $6MM in capital.STRATEGIC CONSULTING ► Developed omnichannel sales strategies and service delivery infrastructures that propelled the success of diverse clients. Equipped retail and hospitality enterprises to meet rapidly changing consumer needs and market dynamics.
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Vice President And General Manager, Merchant Communication Group | $963Mm Revenue GeneratorAmerican Express 2002 - 2005New York, Ny, UsIn my culminating role at Fortune 500 American Express, I served as a senior leader of its Merchant Communication Group, North America. My division had a full range of business goals and responsibilities, to include strategic planning, human resources, finance, business development, and marketing. 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀NORTH AMERICA STRATEGIC LEADERSHIP ► Conceptualized and implemented robust strategic plan for a multi-hundred-million-dollar Merchant Communication Group that strengthened its competitive position with 200% market coverage increase across 172 North American markets.ORGANIZATIONAL EXCELLENCE ► Delivered lifecycle relationship management to 850K merchants processing $2.6B in sales while optimizing resource allocation.CULTURE & TALENT DEVELOPMENT ► Spearheaded creation of training strategy that enabled team to address process inefficiencies and enhance service quality.
Elizabeth (Betty) Blakeman Education Details
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Stanford University Graduate School Of BusinessExecutive Leadership Program -
Babson CollegeExecutive Management Program
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Nazareth UniversitySpeech Pathology
Frequently Asked Questions about Elizabeth (Betty) Blakeman
What company does Elizabeth (Betty) Blakeman work for?
Elizabeth (Betty) Blakeman works for Blue Shield Of California
What is Elizabeth (Betty) Blakeman's role at the current company?
Elizabeth (Betty) Blakeman's current role is Head of Member Experience, Blue Shield of California ► Board Leader | Customer Journey Architect | Fortune 200 Growth Accelerator | DE&I Champion for Multibillion-Dollar Businesses.
What schools did Elizabeth (Betty) Blakeman attend?
Elizabeth (Betty) Blakeman attended Stanford University Graduate School Of Business, Babson College, Nazareth University.
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