Responsible for testing into emergent tools and technology related to our ability to delivery better experiences to our members. Lead the Data Strategy and Operations team's efforts to centralize and modernize the member communication process into an Adobe Experience Platform based solution.

Built and led the team responsible for the data analysis used to notify members of formulary changes. Drove process improvements delivering a 75% reduction in the time required to ingest campaign data, and the automation of our QC process, greatly reducing the amount of labor in the process. Developed a method to proactively notify providers of upcoming changes, allowing for an improved member experience and fewer disruptions in patient medication.

Prioritized and maintained feature backlog to enable offshore agile development team to deliver highest value changes and development to the businessDeveloped new data storage strategy to enable 100% data capture, self service reporting options, and significantly reduce the time to deliver new reports

Responsible for overseeing the technical integration of PreCheck MyScript (PCMS), an API designed to integrate real time benefit and prior authorization information, into third party electronic medical record (EMR) platforms; improving patient adherence, reducing cost of care, and saving time and money for both pharmacists and prescribers.Designed the strategy for implementing, validating, and monitoring the usage of PCMS at various major Health Systems across the United States.Managed the technical aspects of the Optum Perks (formerly searchRX) acquisition, including ensuring all assets were transferred, made current to company standards, and fully integrated with established processes and standards.

Selected and deployed Business Intelligence reporting system.Designed Client services engagement modelDeployed, configured, and managed Salesforce.com Service Cloud implementation to improve operational efficiency and lay the foundation for system integrations.Leveraged Salesforce.com APIs to integrate Knowledge management with agency website.Identified and trained organization in agile management and workflow tools.

Designed and implemented methodology for tracking digital based solution offerings sales opportunitiesLead design thinking methodologies across $50million+ portfolio of accountsLead research team around customer self help during first 30 days of small business financial management software as a service offeringDeveloped framework for the identification of account maturity along with next steps to focus on for growth Identified $300,000 in client cost savings while improving customer experience through changes in authentication protocol for leading internet search companyIdentified $35,000 in new revenue with improved experience through self service password reset for enterprise information management companyCross sales pilot between online office suite and advertising services

Responsible for driving innovation, strategic alignment, client centric focus, and operational oversight for a major global account in the technology verticalClient services for industry leading financial, small business, and tax software companyCreated Pay for Support program for legacy client offering generating $100,000 in revenue, and saving client $500,000 in additional support costsImproved partner ranking from 3rd to 1st in business outcome and relationshipDirected RFP efforts resulting in three million in annual new revenueMet revenue and exceeded growth goals for account

Liberty Medical Supply - a subsidiary of Express ScriptsProduct Owner for patient self-service and clinician critical technology systems targeted to drive 4.8 million in cost reductionProduct Owner for Enterprise OperationsXML data feed allowing for integrated 3rd party submission of leadsPayment processing improvements allowing for storage and processing of credit cards, NCPDP payment processing, and front end validation of insurance to improve collection ratesImprovement in back end processing to reduce effort to obtain required medical documentationBusiness Engineering Responsible for the translation of new corporate business strategy into specific processes, technical requirements, and 3rd party vendor solutions targeting an overall 40% reduction in labor cost per order across the full book of businessDeveloped and implemented full project team structure for requirements gathering, development, and implementationLead team of responsible for each aspect of designing, approving, and driving the business functional requirements across SCRUM, Waterfall, and 3rd party based development efforts

Liberty Medical Supply - a subsidiary of Express ScriptsDirector of the Commercial Diabetic Supplies call center consisting of 200 sales and service agentsResponsible for managing call center operations to deliver against sales growth planExceeded sales goal with 20% year over year growth in revenue, and 15.2% growth in shipmentsMaintained expenses 7% below plan including indirect labor at 25% favorable to planResponsible for managing to product mix and revenue per orderAligned business best practices between Managed Care and In-Network lines of businessKey leader in obtaining accreditation from the Joint CommissionDeveloped new calling strategy enabling a 13.7% improvement in connect rateDrove process improvements across departments to reduce order days to ship by 20%

Managed the creation of an effective sales chat program for the Small Business Sales division. Responsible for accelerating sales growth through the creation of operational mechanisms for performance management, forecasting, financial reporting, and optimization.Web chat optimization in core offering resulted in an immediate 21% increase in revenue with an additional expected first year growth of 15%.Created the process to forecast chat volume and revenue, measure and report against forecast, identify root cause of shortfalls, and manage team to improve performance.Provided growth and development to 50 person chat organization focused on enabling best practices to drive sales growth.Web chat subject matter expert for full Intuit sales community, including projects spanning marketing, sales, and service. Launched chat programs for several lines of business customized to drive business impact.Sales Center InnovationLed efforts to identify revenue opportunities, design effective testing, measure critical outcomes, and create or modify sales processes to maximize growth.Drove development of customer on-boarding process to improve cross sell by providing additional customer value.Implemented new technologies to support underserved customer segments through click-to-call.Provided training and mentoring to sales coaching staff in rapid development, testing, and refinement of new sales techniques; project management; process improvement; and performance management.

Operations manager responsible for the performance of 120 sales, service, web support, and back office team members in a highly regulated sales environment.Managed outsourced call center for the Financial Supplies product line, covering sales and support and handling over 40% of customer contacts for the business.Implemented sales best practices within service team to drive revenue increase of 13%, while also improving customer feedback. Implemented appropriate policies and processes for electronic payment authorization, banking regulations, fraud detection, customer confidentiality, and corporate data security.Restructured partner organization to enable closed loop product and website feedback, process improvement, issue escalation and resolution, and best practice sharing.Developed sales management competencies in outsourced teams to allow them to understand business goals, key metrics and drivers, and customer experience requirements Key driver of contact center information technology projects and resources for the sales center.Responsible for aligning technology resources to business needs across 200 sales people in two locations, to ensure system stability and issue resolution as well as identify key long term investment opportunities to improve processes allowing for revenue growth. Partnered with other members of the operations team to pilot data based call routing to optimize sales revenue while improving the customer experience.Developed and implemented best practices to allow for a work-from-home program for sales support team, creating a more flexible workforce while still maintaining required service levels.Managed back office teams to ensure that customer orders are processed in a timely fashion, proper security and all relevant regulatory practices are followed

Managed a team of system administrators responsible for supporting a 7,000 person workforce.Served as a project manager for global enterprise projects executed by a team of 30.Developed metrics program to produce and present weekly metrics designed to focus process improvement to support critical business needs.Designed, reviewed and implemented best practices as appropriate to increase employee productivity and system availability. Assisted with the aligning a multi-million dollar budget with short and long term business objectives.Standardized servers enabling a 25% reduction in support head count without reducing service levels, or business capabilities.Implemented problem management allowing for root cause analysis and long-term remediation of critical IT failures, prioritized by business impact.

Leader of a team responsible for desktop management in a 400 seat call center. Prioritized, scheduled and monitored service requests to ensure customer issues are resolved in an efficient and effective manner based upon business needs.Reviewed and improved business practices to provide greater efficiency. Coordinated between various business units and IT functional groups to ensure that desktop resources meet the needs of the sales organization.

Developed technical strategy to scale ERP applications to improve capacity. Developed overall management and support strategy for Windows based servers. Reduced departmental hardware costs through adopting new hardware standards and partnering with a new hardware vendor. Served as project manager for campus-wide authentication system. Ensured that the central computing resources met the needs of the university administration. Authored articles for University IT newsletter which communicated project status and technology updates to a non-technical audience.Created and supported automated software distribution packages allowing reduced support costs for the University community, and decreasing the time to deploy new systems.