As the Vice President of Client Services & Implementation, I am responsible for all aspects of client services from implementation to building relationships that last a lifetime. I have over 25 years of leadership experience in a variety of client services roles spanning diverse and complex industries both big and small, giving me tremendous insight regarding industry challenges and in providing the best solutions.

I am a highly passionate, outcome-driven management professional with over 25 years of leadership experience spanning diverse and complex industries. I offer a proven track record of experience and success with leading companies in their industry. I share experience to drive organizational excellence, client satisfaction, retention and relationships that last a lifetime. I effectively work to enhance your PBM services through expert consulting. We provide Pharmacy Benefit Management consulting to PBM's and vendor partners putting our full scope of experience to use to help you improve your services and optimize your growth. I work for you and your organization to optimize your structure, efficiency and performance goals. We help you identify and prioritize the opportunities, and uncover and resolve complex issues that could prevent you from achieving your desired goals.

Played a key leadership role in developing, implementing, and managing strategic solutions for Account Management and Implementation. Introduced new client relationships to support the growth and development of client relationships that support retention and increased revenue. Instrumental in creating processes, procedures, training, and reference documents for Account Management and Implementation. Played an integral role in the preparation and delivery of finalist presentations.

Play an integral role in strategic planning, development, deployment and overall performance of a start-up PBM. Key functions include;> Strategy & Execution > Brand Identification/Marketing > Operational Performance> Policy/ Procedure Creation > Company Culture > Resource Management> Cultivating Relationships > Employee Development > Project ManagementKey Accomplishments:> Increased revenue by 400% > Influenced client growth significantly with implementation of 30 plus clients: 50 benefit structures and 37,000 lives, plus a pipeline of an additional 100,00 lives. > Introduced and fostered 3 broker/consultant relationships.> Facilitated integration of 4 TPA’s.

As a Senior Account Executive for Maxor, I manage all aspects of the client relationship. I work collaboratively to develop, implement and manage innovative, customized pharmacy benefit solutions for our clients and provide the highest levels of satisfaction. I am intimately involved during implementation and throughout the life of the relationship. I oversee daily operations, reporting needs, deliver comprehensive plan reviews, make cost containment recommendations as well as innovative plan recommendations. I provide the resources and focus to align our goals and deliver on our commitments to provide superior, customized service.

I was the key advisor in developing, implementing and managing pharmacy benefit solutions that foster improved wellness and enhanced savings for my clients. I effectively managed the second largest employer in California representing more than 200K lives and annual revenue in excess of $180M. Prior to that, I managed 10 smaller clients representing 130K lives and $100M in revenue. I managed all aspects of the client relationship to include ongoing operational items, reporting needs, cost-containment recommendations, client meetings and performance reviews. I managed all aspects of the contract to include amendments, performance guarantees, pricing and renewals.

In my role as Special Projects Director for Catamaran, formerly Catalyst RX, a Pharmacy Benefit Manager with Centers of Excellence nationwide I was responsible for the overall planning, direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals.Special projects include project management of two multi-million dollar facilities, integration and implementation for hundreds of people and multiple systems as result of acquisition, significant corporate culture development and support for 16 facilities nationwide, lead on client tours and client messaging in effort to obtain new clients and retrain existing.

I effectively managed the Las Vegas Customer Care Operation where I was responsible for managing call center operations for 6 centers of excellence nationwide with primary concentration on largest hub in Las Vegas. I managed day-to-day direction and long-term strategic goals. I worked to improve procedures, policies and processes in effort to provide positive directional leadership. We consistently met or exceed service levels objectives. Additionally, I identified training and development programs to further develop staff, leadership team and other functional areas for continuous improvement. I effectively created and delivered training programs, presentations and operational tours.

Directed the Customer Service, Quality Control and New Home Delivery functions for 250-350 closings annually and existing Service for over 2000 closed homes. Successfully Manage Team to achieve high levels of Customer Satisfaction and Service Response Time. Lead company to receive Builder of the Year award in overall satisfaction in 2007. Achieve 96% response time within 15 days on Service Requests. Concentrate efforts to achieve profitability objectives by effectively establishing and monitoring budgets. Under budget on 20 of 24 projects. Prepare written correspondence for homeowners, trade contractors and legal issues. Conduct performance evaluations as well as mentor and train current staff for continuous improvement. Responsible for hiring and terminating team members. Effectively implemented “Ritz-Carlton Leadership” programs obtained from NYU in New York City. Create and deliver training programs and presentations for diverse audiences, both internal and external

I woked at FedEx Custom Critical, in Akron, Ohio for 12 years. During those years I held several leadership positions and was instrumental in developing a number of quality improvement programs and quality auditing functions. I was directly responsible for developing and implementing FedEx’s ISO 9002-1994 and 2000 Quality program. We were one of the first service companies to receive ISO 9002-1994 certification. I also served as a LRQA, CQA (Lloyds Register Quality Assurance, Certified Quality Auditor for ISO 9002-1994 and 2000 Quality System). In addition to these responsibilities I held positions in project management, customer service and training and development.