Mark Bannon Email & Phone Number

Blue Cross Blue Shield of Massachusetts, Quincy, MA 2004 – 2016Senior Director, Enrollment Operations, 2011 – 2016Responsible for the execution of Enrollment Operations for all market segments – including functional oversight for ID Card Vendor Management, Quality Assurance, Project/Program Management, Budget, and Analytical Support. Provided leadership to a team of 100+ directors, managers, supervisors and associates.• Identified and pursued new opportunities… Show more Blue Cross Blue Shield of Massachusetts, Quincy, MA 2004 – 2016Senior Director, Enrollment Operations, 2011 – 2016Responsible for the execution of Enrollment Operations for all market segments – including functional oversight for ID Card Vendor Management, Quality Assurance, Project/Program Management, Budget, and Analytical Support. Provided leadership to a team of 100+ directors, managers, supervisors and associates.• Identified and pursued new opportunities that contributed to the corporation’s annual financial and member satisfaction target including maximizing electronic throughput rates, eliminating non-value add processing, and streamlining specific business processes.• Led a cross-enterprise team that developed the systems and processes required to deliver against Federal ACA mandates.• Identified and negotiated pricing and terms with 2 national ID card vendors and implemented both.• Represented the organization on several senior level cross divisional steering committees that focused on privacy/security, enterprise process management, business results and first call resolution.• Justified and presented recommendations for several high profile strategic initiatives including a make/buy analysis for a web enabled member enrollment platform and an RFP for a new EDI transaction processing engine.• Partnered with other internal organizations including Sales, Finance, IT and Underwriting, • Developed and delivered against a robust set of metrics that focused on quality & timeliness through the lens of our customers and other external stakeholders.Director, National/Major and Small/Middle/Select Markets, Enrollment Operations, 2007 – 2011Responsible for the execution of Group and Member Enrollment Operations for the National/Major and Small/Middle/Select market segments. Provide leadership to a team of 70+ managers, supervisors and associates. Show less

The Timberland Company, Stratham, N.H. 2000 - 2002Senior Director, Global Customer Service & Customer OperationsLed the development of order management and service strategies, and managed the teams responsible for executing against them, for this $1.3B consumer goods company Directed the activities of the Customer Operations teams for the NAW, Consumer Direct, Distributor and Subsidiary business units• Developed order management strategies that delivered a 95% service… Show more The Timberland Company, Stratham, N.H. 2000 - 2002Senior Director, Global Customer Service & Customer OperationsLed the development of order management and service strategies, and managed the teams responsible for executing against them, for this $1.3B consumer goods company Directed the activities of the Customer Operations teams for the NAW, Consumer Direct, Distributor and Subsidiary business units• Developed order management strategies that delivered a 95% service level, contributed to the inventory turn target and reduced order cycle time by 50% Promoted the use of advanced technologies to deliver information to the end consumer and the wholesale customer 24 hours a day based on the customer’s choice of communication medium – Internet, Intranet, fax, Interactive Voice Response Developed creative solutions to staffing requirements and organization alignment that supported fluctuating business patterns and the special needs of the Timberland Culture• Managed relationship with 3rd party consumer services vendor for the Timberland Consumer Direct Business including training in product, process, methods and consumer focused metrics Facilitated the development and implementation of dynamic order scheduling system Developed and implemented Supply Chain functional metrics package utilized to identify process constraints and implement corrective actions Planned, budgeted, developed and provided leadership to the Customer Operations Organization Show less

IBM Corporation, North Reading, MA (IBM acquired Lotus Development Corporation) 1998 - 2000Senior Director, Customer Operations/America’sResponsible for the `quote to cash’ cycle for all Lotus/IBM IPLA software, purchased through various reseller channels in the U.S., Canada, and Latin America. Managed team of Managers and Sr. Managers.Lotus Development Corporation, North Reading, MA 1983 - 1998Director, Customer Operations, 1995 - 1998Directed the activities of… Show more IBM Corporation, North Reading, MA (IBM acquired Lotus Development Corporation) 1998 - 2000Senior Director, Customer Operations/America’sResponsible for the `quote to cash’ cycle for all Lotus/IBM IPLA software, purchased through various reseller channels in the U.S., Canada, and Latin America. Managed team of Managers and Sr. Managers.Lotus Development Corporation, North Reading, MA 1983 - 1998Director, Customer Operations, 1995 - 1998Directed the activities of an organization whose charter was to provide order management resources and infrastructure to the Order/Contract Administration and Channel Sales organizations.Senior Manager, Channel Operations, 1991 – 1995Responsible for managing the West Coast and Central US reseller account management teams.Manufacturing Manager, 1983 - 1991Managed all Lotus product-related manufacturing activities, including Software Duplication, Final Assembly, In-Process Inspection, and Engineering Services. Show less