Ildiko Mircea - Mba Email & Phone Number

Everett, Washington, United States

Renton, Wa

Customer focused leader with a team of 60 direct and indirect reports with focus on enhancing the customer experience, standardization, process improvements, and compliance with federal and regulatory requirements. Provided operational / strategic direction across all lines of business, both commercial and Medicare. Drove project initiatives, and collaborated with auditors to meet regulations; • Managed teams through effective visual and daily performance and inventory management to meet / exceed goals • Reduced backlog from 18 months to 30 days in less than 6 months• Led company projects and standardized business processes increasing efficiencies using Lean methods, enabling successful adoption and quicker acceptance of new strategies thus reducing training time by 10%• Created controls and KPIs to monitor progress against productivity and quality goals, increasing productivity by 22%• Coordinated and directed resources to resolve constraints and focused on enhancing customer and employee experience• Acted as liaison between stakeholders, peers, business owners, vendors and state regulators to ensure understanding, obtain buy-in, and deliver a successful implementation• Developed trend analysis to identify gaps in processes; conducted post mortem activities to improve outcomes• Provided strategic leadership and oversight as well as approval of technical approaches, products and processes• Improved member experience along with organizational success by increasing departmental effectiveness • Coached, mentored, developed and motivated employees

Greater Seattle Area

Led a team of Technical System Analysts, Project Managers, Team Leaders, and Consultants in delivering technical platforms using best practices, creating heightened customer focus, business value, and successful adoption of technology changes. Managed portfolio of 15+ concurrent large-scale, high-risk initiatives and projects. Developed and monitored KPIs.• Actively monitored project performance, tracked progress, and adjusted as needed to meet timelines & budget• Developed project schedules and participated in developing project scope and objectives• Created customer focus with end-to-end testing, analysis, tools, techniques, resulting in increased customer satisfaction • Performed technical assessment to ensure requirements and deliverables met stakeholder requirements and quality standards and adherence to Software Development Life Cycle (SDLC)• Restructured enterprise-wide business analysis practices within the PMO, achieving lower turnaround times, increased quality, higher stakeholder engagement and execution through standard and custom solutions• Evaluated resources; resolved constraints and conducted issue and risk mitigation to ensure timely implementation• Managed conflicting priorities with other projects and matrixed team members to ensure project success• Conducted post implementation evaluations to gather lessons learned and improve delivery of future projects

Greater Seattle Area

Managed large scale cross functional / cross divisional projects and initiatives. Engaged with senior leaders to improve operational and financial performance. Developed proposals for new initiatives, built business cases to justify investments and analyzed business opportunities recommending new strategies through creative problem solving. Evaluated existing practices and performance; worked with business units to increase business effectiveness by introducing Lean methodologies.• Acted as Project Lead and successfully implemented a new system (Siebel/CRM) and the migration of 150K+ members resulting in timely implementation, managing project scope, timeline, and budget across program• Mitigated resource constraints, training overlap, and implementation challenges; analyzed end-to-end processes and recommended changes resulting in heightened level of adoption and improved service levels • Developed KPIs, monitored progress of several workstreams and communicated project status to executives• Managed the communication strategy and assisted with change management activities for a successful adoption• Facilitated the elicitation of requirements and User Acceptance Testing (UAT) activities• Collaborated with stakeholders to develop UAT activities and participate in testing, creating SMEs in the business areas• Developed criteria and governance for change requests; translated requirements into process flows and procedures• Coordinated the training workstream resulting in on-time implementation and no impact to turnaround time

Greater Seattle Area

Planned, directed, and coordinated the operations of the entire individual enrollment center across four states (AK, WA, OR, AZ). Improved performance, productivity, efficiency, and profitability of the department through effective methods and strategies. • Developed a team of 80 direct and indirect reports across multiple segments including lean, technical, efficiency and adherence to process and procedures, resulting in surpassing department goals and targets• Managed month-end and year-end budget of ~$10M• Developed top talent through formal performance process, individual development plans, and timely coaching & mentoring resulting in increased employee satisfaction and effective workflow and workload balancing• Managed key deliverables gaining 40% increased productivity with a 20% decrease in FTE’s in our enrollment areas by introducing standard processes• Identified and delivered process improvements reducing enrollment turnaround time (from 9 days to 3; a 300% reduction) and increased quality by 20% • Aligned goals/deliverables to complement strategic initiatives and managed their implementation

Greater Seattle Area

Oversaw a staff of over 50 direct and indirect reports consisting of Assistant Managers, Supervisors, and Customer Service Representatives. Orchestrated the relocation of the Cash Disbursement and Customer Service unit while maintaining production and quality standards. Provided role model leadership in driving innovation and growth at the new facility. • Orchestrated the relocation of the entire Customer Service’s Cash Disbursements Unit from Seattle, WA to Minot, ND• Hired and trained staff at the Minot location, resulting in efficiencies and standardization of processes• Streamlined business processes, redesigned job responsibilities, and drove knowledge management to gain efficiency and reduce redundancy• Developed clear expectations and strategic vision; designed and implemented quality control standards and processes• Defined standards and goals to ensure increase service levels, quality, and compliance with legal and regulatory policies

Executive Mba, Business Administration And Management, General, 3.92

Bachelor'S Degree, Project Management, 3.98

Activities and Societies: Member of Delta Mu Delta - Honors Club

Pmi Pmp/Capm Course Work, 3.95