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Vice President, Operations Resume

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Austin, TX

SUMMARY:

  • An accomplished, strategic executive with extensive experience in developing and operationalizing business strategies to meet client, contractual, financial, and organizational goals across companies of all sizes. Cultivates trusted business partnerships and stakeholder relationships at all levels, from third - party vendors to C-Suite leadership. Leverages robust industry expertise within employee benefits, billing, and administration, relationship management, and implementation to improve processes, streamline procedures, and enhance customer satisfaction. A transformational, collaborative leader who builds high-performing, empowered teams focused on achieving the organization’s short-term revenue goals and long-term growth objectives. Applies an analytical mindset to effectively balance multiple competing high priority projects and initiatives within a dynamic environment.
  • Strategic Leadership
  • Competitive Intelligence
  • Operational Efficiencies
  • Financial/P&L Management
  • Customer Success/Support
  • Professional Services Expertise
  • KPIs, Metrics and OKRs
  • Fringe Benefits and Government Contracting Expertise
  • SaaS and BPO Expertise
  • Revenue Growth & Expansion
  • Mentoring & Development
  • Implementation Expertise
  • Project/Program Leadership
  • Stakeholder Engagement

PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX

Vice President, Operations

Responsibilities:

  • Worked to develop new products and/or service delivery models such as missed premium administration.
  • Established and directed the EDI team tasked with managing inbound and outbound files, creating, and maintaining import/export schedules to ensure all client and carrier SLAs were met, avoiding penalties, and promptly resolving error reports.
  • Saved the company approx. $1M per year by meeting or exceeding carrier SLA metrics.
  • Improved client retention by 15% following the first year of establishing the EDI team.
  • Conceived and implemented an alternative premium collection and reconciliation method for service industry clients, enabling Boon to accept partial deductions taken and track the premium dollars received, thereby increasing commercial revenue by 20%+ and driving up market share in the service industry.
  • Oversaw system development and product enhancement and tracked via Jira.
  • Led the initiative to streamline administrative processes which increased productivity by 200% and lowered the backlog by 78% in just 6 months.
  • Increased client’s satisfaction and NPS (Net Promoter Scores) from below 65% to over 95%.
  • Improved client retention by 15% over the previous year.
  • Improved call center productivity by hiring full-time trainers to focus on upskilling call center employees.

Confidential, Austin, TX

Executive Director of Operations

Responsibilities:

  • Grew the company from $650K in annual revenue to over $10M which equates to 16x growth in revenue while increasing personnel by less than 50%.
  • Created an innovative Delivery Model that simplified and reduced the transition for implementation and ongoing administration by 20 business days.
  • Identified and vetted the appropriate enrollment vendor/platform.
  • Vetted, hired, and managed the developers to create the internal tech team.
  • Developed and implemented a benefits/broker specific Salesforce plugin.
  • Established EDI file feeds and API interfaces for multiple carriers, clients, and system-to-system integrations.

Confidential

National Account Services Benefits Implementation Consultant

Responsibilities:

  • Created strategic project plans and maintained transparent communications with key stakeholders throughout the project cycle.
  • Developed bespoke processes to fulfill the needs of individual projects and made data-driven decisions to propel the project to completion.
  • Identified clients’ business needs and recommended and delivered an appropriate, comprehensive Confidential solution.

Confidential, Austin, TX

Director of Administration

Responsibilities:

  • StreamlinedIS/ITdatafiletransmission processes and established ongoing IS/IT project managementpriorities.
  • Increased revenue and market share in the serviceindustry with the development of an alternative partial/missed premium collection and reconciliation method.

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