Pamela Cooper Email & Phone Number

Greater Chicago Area

Rete+Pay is an organization that is reinventing the way health care Payers & Providers communicate and facilitate electronic claim payments. * Coordinating activities between new clients, IT team and payment vendors in order to ensure a simple, complete and customer focused implementation of services. * Developing and defining the most efficient , customer friendly and complete operational processes. * Managing Vendor relationships to ensure expectations are met or exceeded for the benefit of the Rete+Pay clients and our own organizational efificiencies. * Managing 3 external Call Center Relationships * Supporting the leadership team in montioring & supporting sales prospects and converting them to long term clients.

Serve filing and planning tax needs for clients.

As an individual contributor understanding new wireless technologies from a technical & practical perspective, developed vendor strategies, managed vendor relationships & led operational improvement efforts for both mature & emerging products, device Insurance and text messaging. Related revenue budgets of $150 & $334 million. • Manage contractual commitments & root cause analysis with problem resolution.• Marketing Project Manager for launch of Premium Messaging, Ringback Tones, Product Bundling and Insurance enterprise initiatives.• Developed internal relationships with Business Development, Product Marketing, Customer Service, Information Services, Revenue Assurance, Sales and Engineering to determine appropriate timing on product launches and project handoffs.• Initiated internal and external scorecard/SLA development and monitoring • Provide business guidance, direction, and quality assurance in the development of platform functional enhancements such as the Text Messaging upgrade and Premium Text & Picture Messaging projects. • Support communications & training of products/services for field associates.• Development of a field product SME program.• Perform data analysis for product/policy recommendations

Reporting directly to the EVP/CIO, led a support team of 3-10 serving VPs of Human Resources, Finance, Business Support Services & the parent company, to manage a portfolio of business systems. Applying experiences, insights & capabilities of the IS organization to solve problems & advance business goals with delivery of timely & cost effective technical solutions. Responsible for identifying IS strategic direction & delivery capabilities & keeping the technical team appraised of the business direction & related systems needs.• Guided business case development, requirements, budgets, project initiation, UAT & implementation. • Participated in executive level business meetings to be knowledgeable of the business unit needs, project requests & priorities.• Provided oversight to the IS technical teams to ensure successful development & delivery• Led a team of business analysts to ensure consistency in delivery, sharing of best practices & appropriate management of projects. • Annual budget creation in coordination with business owners and IS.

Reporting to the VP/CIO led a group of 17 managers/associates as primary point of contact for the field to insure satisfactory integration of systems into business operations on a $3.7 million budget. • Led the training team to implement an on-line training program.• Oversaw the maintenance/management of a training database for the billing system. • Promoted under-utilized functionality of existing systems to the business.• Manage relationship with outsourced 30 member Help Desk supporting 7,500 associates driving 12,000-18,000 calls per month.• Led team supporting business reporting needs, including ad hoc queries & new reports.• Managed measurement & analysis of performance metrics to insure effective support• Implement a root cause initiative to identify key call drivers & create new & efficient support processes enabling reduction in call volume by 5-20% from call estimates.• Managed the development of communications, training materials & related on-line workflows/guidelines for new systems/enhancements.• Leader on IS swat team assessing billing conversion readiness for newly acquired PrimeCo entity and enabling subsequent brand launch of the MW market in a record 90 days.

Responsible for successful implementation of a new billing system to the field sales & inventory organizations, in coordination with the customer service support team, while conversely, representing the field’s interest with the development teams.• Develop relationships & guide local market management on how to best manage change & foster communications before, during and after implementation of the new billing system.• Manage the manual conversion of inventory and validation during first physical count.• Monitor conversion activities including inventory & business office catch-up.• Developed an implementation team of 20-25 permanent/temporary employees and consultants • Manage system changes for the field through a release process for developing communications, citing training enhancements, effects on security, and testing needs. • Identify, document and communicate new processes for the Customer Care Centers, Business Offices, Sales Channels and national support groups to the training team, end users and development teams.• Develop customer notification materials regarding changes on their accounts & field communication tools for enforcement of new procedures & updates.• Manage activities of an on-site implementation team providing support for the field.• Identify system enhancements required to meet user needs & document requirements.• Establish Security for the billing system based on field job responsibilities & insure proper transition & ownership transfer to operational support team.

Indiana

2011-2014 KBW Bank Honor Roll of High Performing Banks, 2014 Forbes list of America's 50 Most Trustworthy Financial Companies Reporting to EVP- Retail Banking for a $576 million asset bank with 30+ offices serving an 8 county area, managed checking, savings, time deposit and IRAs. Development & delivery of product training, research & development of new consumer products/services & related marketing materials, competitive market surveys, new market analysis & acquisition team. Responsible for Consumer Loan Operations. Responsible for all teller/customer service operations; defining bank-wide policies/procedures & security measures; developed new hire training team/environment; & implemented a Pacesetter recognition/incentive program.

Manage office operations & a pool of 40+ volunteer arbitrators to mediate consumer complaints. This included a nationwide AUTO LINE program for legal arbitration of disputes with automobile manufacturers. Responsible for public speaking, television/radio interviews, press releases & special events, in addition to sale of new business memberships.

Graduate, Community Leadership Program

Activities and Societies: Kosciusko Literacy Volunteers of America, founding board member, 1992-1994Graduate and Board Member

B.S. In Business, Marketing & Management

Activities and Societies: Business honor society Clerk in Office of AdmissionsGraduated Cum Laude with 2 majors in 3.5 years

H.S. Diploma, College Preparatory

Activities and Societies: National Honor Society, Vice President; Mu Alpha Theta, Honorary Math Society; Who's Who Among American High.