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Process Improvement Director Resume

Cincinnati, OH


  • Accomplished, dynamic results - oriented Senior Executive with a strong record of achievement in implementing operational strategy and best business practices to drive business performance and process optimization in call center service operations. Strengths include analysis, cross functional partnering, and relationship building.


  • Strategic Planning/ Operational Execution
  • Project Management
  • Business Process/Productivity Improvement
  • Fiscal Management
  • Training /Development
  • Vendor Relationship Management


Process Improvement Director

Confidential, Cincinnati, OH


  • Led cross-functional teams to implement a shortened renewal process, eliminating a major cause of member and broker abrasion during the annual open enrollment period for ACA
  • Improved integration of Salesforce CRM with operational processes, reducing reporting errors by 87%
  • Directed a Retention project among Small Group Employers which resulted in a 6% lift and 32.31 ROI

Retention Manager

Confidential, Cincinnati, OH


  • Trained and developed Health Plan Advisors to successfully retain Confidential members during the launch of the Affordable Care Act.
  • Worked closely with business analytics team to help establish standard daily and weekly call center performance metrics.

Director of Project Management

Confidential, Cincinnati, OH


  • Provided consultative support to internal clients on data collection methodologies, study design and questionnaire creation.
  • Scheduled, managed and prioritized workloads, and monitored project cost accounting to ensure budget and financial targets were met.
  • Ensured strategic goals of Operations division were achieved
  • Led process improvement initiatives to drive consistency and efficiency in processes, practices and tools within and across the project management teams.
  • Reduced project errors by 55%, and associated costs by 10%

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