Tracy Bielski Email and Phone Number

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• Demonstrated success, influence, and adaptability that led to increased responsibility, transitioning to Customer Success Director, leading 5 direct reports, and supporting a $100M client partner Blue Cross Blue Shield Plan through platform transformation journey• Performed as trusted advisor promoting the adoption and optimization of enGen’s Enterprise Health Solutions platform that includes 200+ healthcare applications, as well as collaborating with sales and marketing teams to customize products• Implemented a healthcare technology CX program focused on analytics, generating higher client satisfaction and loyalty and improving Net Promoter Score (NPS) by 15 points• Expanded Salesforce usage by 50% and improved sales reporting efficiency and accuracy as well as data transparency, maximizing client value• Strategically made realignments to satisfy both client and enGen's organizational goals, ensuring budget parameters were consistently met• Tasked with resolving challenges associated with role-based security access misalignments and focused on assigning accountability to the right persona, mitigating, and remediating, resulting in delivering a 99.74% success rate and reducing the misaligned roles from 3K down to 20 per week• Provided strategic direction and guidance to lead the newly formed Customer Success unit, ensuring that corporate goals are continuously met, as well as elevating performance to exceed client expectations• Leveraged Master Data Management (MDM), continued software education, increased reporting capabilities, and established client data governance, providing the CIO and operational business units with critical data to drive decision-making.• Utilized expertise and developed best practices to train, develop, and mentor team members, ensuring understanding of processes and procedures, as well as expectations to support individual and organizational success

• Ultimately promoted as the first team Customer Success Director following a series of promotions to positions of increased influence, authority, and accountability, overseeing a team of 5 direct reports accountable for a multi-state Medicaid Client’s platform migration to steady state• Constructed and implemented a dedicated SME governance model that generated a 60% reduction in client service request inventory• Partnered with a team member in high demand for expertise in analytics and developed the Focus portfolio dashboard tool that provided Customer Success Managers (CSMs) with a vision into key client focus areas that required action

• Selected to serve in the created role and responsible for building and leading the team of 3 direct reports from the ground up, focusing on reducing the resolution backlog of vital platform defects and enhancement service requests resulting in optimized platform performance• Ensured the work was prioritized based on an ROI model, collaborated across the matrix to remove duplicate and redundant tickets, resulting in improving platform cost and efficiency, leading to a 50% reduction in service request inventory from 900 tickets down to 450

• Transitioned to Manager of Enrollment and Billing Operations Business Analysts and led a team of 10 Business Analysts, providing guidance in the day-to-day operations spanning Membership, Premium Billing, and Claims operational support teams• Introduced use of pre-edit logic to enable prompt error resolution and delivered 30% reduction in enrollment and billing application invoice errors, driving successful member invoice generation as well as ensuring uninterrupted access to care• Managed non-exempt employees during key labor law shifts, deepened expertise in operational management, set strategic goals, and amplified the insights from the front line to enhance platform functionalities

• Recognized for performance and promoted to serve as Manager for the Individual Billing System Data Restoration Task Force, directing a team of 30 on- and off-shore resources while negotiating the delivery of HealthCare Reform strategic initiatives for the newly built individual billing application• Directed the successful enrollment and billing of individual members and secured a 98% billing inventory backlog reduction resolution rate, enabling access to care• Led the implementation of a 24 X 5 Distributed Delivery testing and development staffing model, generating a 30% cost reduction• Monitored performance, identified gaps, and established business and development engagement best practices, resulting in a 20% increase in productivity• Gained significant leadership skills while working with a diverse team that included hearing impaired and over15 different languages cultures and religions, overcoming various obstacles, and building a team foundation to support organizational growth and success• Mobilized and trained 100 team members, including rotational college recruits, in just 3 days to support critical testing initiatives, encompassing equipment procurement, security setup, and comprehensive training delivery

• Performed as Application Developer Project Manager responsible for the execution and delivery of Financial Transaction System projects for the Revenue Estimation and Group Settlement, Claims, Billing, and the Financial Data Mart• Managed the delivery of ~20K hours of data segregation security development in preparation of becoming an Application Service Provider, ensuring alignment with established timelines and delivering with 0 production defects