SUMMARY

Proven successful Client development, implementations, services and operations senior leader wif a reputation to design and execute.

PROFESSIONAL EXPERIENCE

Confidential, Bedminster, NJ

VP, Account Development

Responsibilities:

• Payer Account Development: Built a development program for payer clients, growing teh business from $30million to $90million in annual revenue. Exceeded revenue projections for 2018 by 28% for teh entire book of business contributing to 27% growth in EBITDA over prior year. Currently producing revenue 37% over 2018 and 6% over 2019 plan. Sourced, trained and manage 8 senior account managers and 5 account associates.
• Payer Implementation: Developed an implementation program for Health plans, Workers Comp, Dental and TPA clients. Sourced, trained and developed a team to execute 27 implementations in 2017 for a total of $19M ACV. Developed relationships wif adjudication partners to enhance our stop loss, hra/ fsa, and member payments.
• Provider Customer Service/ Strategic Sales: Sold large historical systems such as Brya Health and Tuft ($400k incremental revenue). Reduced attrition from 20% to 4% in teh call center. Initiated an employee training and engagement program. Awarded a Stevie award for teh second year for customer service in healthcare.

Confidential, FL

Director of Customer Service and Operations

Responsibilities:

• Provider Customer Service: Managed teh call center of 12,000 calls per month, 2,000 emails and 300 chats. Reduced 12% abandon calls to under 3%, reduced 3 min call wait time to under 30 sec wif a reduction in staff by analyzing data trends and restructuring staffing schedules. Awarded a Stevie award for our customer service transformation. Supported a transition to new software for call handling for teh entire organization from Zipwire to Sysco.
• Provider Implementations: Created a provider implementation structure, process, team and guidelines. Implemented 7 clients in teh first month. Program was replicated for our payer clients.
• Compliance: Implemented an OFAC and OIG process by creating a relationship wif Lexus Nexus. Developed a team and training program for handling compliance. Created and executed compliance manuals and associate accountability. Developed and executed a management control assessment to ensure controls are being adhered to and failures are addressed. Created teh COB program and executed 4 successful COB events.
• Business Office: Accountable for data analytics and created control tower reporting for daily executive visibility. Created an entitlement process and reduced unnecessary licenses resulting in over $200k in savings.

Confidential, FL

Senior Vice President

Responsibilities:

• Client Service: Developed and managed an Account Management program for NA Trade (TSP) wif 25 local staff and 30 remote staff. Developed a Client at Risk program which recovered relationships wif Macy’s, Vinmar, Steel Resources, Archer Daniels, and Seaboard in 2015. Reverse migrated client services from India to Tampa reducing USD510k expense per year (17 staff). Voice of teh Client survey exceeded teh target by 4% at 86% (highest for Trade Globally).
• Processing: Globally standardized similar processes focusing on reducing risk and leveraging system capabilities. Reduced false compliance hits by 30% by empowering staff to mitigate false hits, reduced teh turnaround time by 6 hours. Eliminated redundant work by streamlining teh paper in - mail process and realigned staffing to reduce teh turn around by 4 hours. Implemented weekly queue reviews for ageing and pending items - reduced from 35% to 11%.
• Audit: Passed teh 2014 Trade Finance Audit (over 75 tests), lead and passed teh 2015 OCC Account Receivable and Supply Chain review, managed teh 2015 audit preparation process for teh Americas center of excellence (COE).

Confidential

Vice President

Responsibilities:

• Quality Assurance: Coordinated and executed internal Risk Control Self-Assessment quarterly testing and quality assurance reviews. Implemented key performance indicator reporting and Global Metric Reporting system for all units to accurately reflect volumes and consistently report data.
• Implementations: Developed, staffed, trained, monitored and mentored an implementation team of 6 direct employees and 17 remote employees to integrate Clients. Implemented standard project plans, statement of work documents, kick off decks and stakeholder update material, technology solution specification documents, and tracking mechanisms. Reduced cycle time from 3 months to 20 days.
• Ops Readiness: Integrated 4 new Products to Trade ops in NAM which was replicated globally for Direct Export Documentation Presentation, Enhanced Open Account/ Draft Discounting, Account Receivable automation and a cross border Avalized draft process (first in teh market).
• HR/ Staff: Executed a Citi Culture Training program to educate over 4,000 staff in Florida and Texas.
• Customer Service: Developed an Account Management unit to support Fortune 500 and SME Clients for Supply Chain Finance and Account Receivable discounting products in Tampa and India.

Business Analyst

Confidential

Responsibilities:

• Implementations: Experienced in payment profile technology design and implementation inc file format specs: SAP IDOC, NACHA, EDI, PAYMUL, EDIFACT, ISOXML, communication protocol: FTPs, Swiftnet, VAN, AS2. Communicated accounting and structuring wif Clients. Project manager for high profile, sensitive clients and processes such as Target, Macys, Walmart, Lockheed Martin, and Nissan.
• Customer Service: Implemented standardized customer service processes and standards across all regions. Created, implemented and managed a non-client focused program to increase revenue and leveraged advanced trade products. Revenue in 2010 for dis program was USD700k.
• Business Office: Established a concept consolidating metrics, strategy decks, financials, and confidential analysis.
• Migrations: Outsourced a high-risk unit of 17 people to a local provider. Managed multiple work streams inc: legal, hr, operational negotiations, procurement, and fincon. Realized USD300k per year save.

Business Analyst

Confidential

Responsibilities:

• Quality: Implemented weekly self-reporting defect tracking, remediation and corrective action plans.
• Financials: Analyzed and monitored USD 13mm budget for teh Regional Processing Center covering teh Americas processing. Evaluated unit cost, allocated to businesses and 18 Latin American branches, conducted FTE analysis, volume trend analysis, processed accruals, vendor approvals and invoices, streamlined exp code management, and realized task of USD 2mm per year.
• Presentations: Conceptualized, created and delivered presentations for Senior Management, External Auditors/ OCC, China Consulate, Fortune 500 Corporate Clients and internal staff as well as cross divisional partners.