Pam Stoddard Email and Phone Number

• Manage staff of 58 claims examiners, 3 Supervisors and Technical • Ensure accurate processing of claims according to contractual specifications• Develop, analyze, interpret statistical reports and document findings• Work with business partners and service teams to resolve complex issues • Recruit, train, and hire highly skilled staff to build a positive, respectful work environment• Improved employee engagement scores 36%

• Managed pharmacy call center management (22,000+ monthly contacts)• Ensured accurate processing of pharmaceutical orders through drafting and implementing improvement initiatives• Conducted and resourced educational opportunities for staff on latest healthcare trends and changes• Lead quality assurance processes through development of assessment tools, performance coaching and evaluation • Ensured compliance with HIPAA, MN Board of Pharmacy requirements and regulations • Increased team and individual productivity 14% through assessment, evaluation and analysis• Expense and budget management through planning, forecasting and operational analysis• Assessed, evaluated and updated training guides and materials to deliver world class service• Led projects ranging from strategic planning to office design.

• Directed a staff of 35 service professionals to accomplish performance goals and service standards•Managed call center and customer service operations for the Direct Van North America B-2-B and Minneapolis Logistic Sales Teams and customers•Developed collaborative and win-win solutions Identified sales, marketing customer needs helping to drive product demand in key •Created and developed customer plans to support product growth•Led Capitol projects and budget management•Delivered continuous improvement efforts to provide regional consistently and allow cross utilization of staff•Created, developed and delivered highly effective communication tools•Served as project manager for critical and successful facility relocation of 300+ employees• Developed customer satisfaction surveys and reports

•Managed after-sales service operations handling 625,000 annual inbound contacts •Managed $11M operations expense budget•Provided leadership and direction for a team of 30 direct reports•Negotiated service contracts with outsource vendors Created, develop and implement service excellence call quality program•Developed effective performance measurement tools•Improved Solution Center productivity by 35%•Realized budget savings from 2001 through 2003 over $3M •Increased Customer Satisfaction from 78% to 82%•Implemented call quality monitoring program implemented department-wide

•Managed the FedEx Business and Corporate Travel accounts•Delivered competitive pricing alternatives for both international and domestic travel needs•Leveraged new and existing airline partner relations/programs to secure best in class service for client•Managed multiple vendor contracts, generate and efficiently handle 18,000+ monthly travel reservations•Directed team of 3 Team Leads and 58 travel counselorsManaged 24/7, multiple site location operation,•Established performance goals and performance targets•Developed effective communication plans

• Managed all operational areas: Administration, Passenger Service, Ramp Operations, Ground Security, of NWA's 3rd largest Hub operation (300+ daily flights) •Managed staff of 20 supervisors and 150+ contract and non-contract employees•Ensured team compliance with federal and state aviation safety standards and regulations •Handled complex international and domestic service issues daily•Worked with a variety of agencies (i.e. Customs, Federal Aviation Administration, Airport Authority, Homeland Security)•Achieved team recognition for top performance as ‘Hub of the Year’•Achieved recognition for implementation of 'wellness at work' program