City, State, Zip Email address SUMMARY OF SKILLS Led the rebuilding of departments, reorganized work, implemented a performane based ulture Effeti!ely managed a multi"million dollar budget, implemented new systems, and ompleted system on!ersions# $erged a%uired business, de!eloped a new, easy to do business model& implemented a ulture of aountability and suessfully managed to onlusion literally hundreds of pro'ets# Suessfully maintained operational performane# Performane impro!ed eah year, operational osts dereased, and ustomer satisfation inreased# E(eptional ability to plan for suess and the e(periene to e(eute# )ighly organized and possess the ommuniation skills re%uired to reate an image of suess and then obtain employee buy in# Ability to multi"task, effeti!ely delegate, e!aluate outomes and hold employees aountable# Approahes to oahing and mentoring employees ha!e been ritial suess fators# Analytial and understands proess de!elopment& !ery persistent& possesses a strong work ethi# *e!eloped omprehensi!e business plans, inluding budgets, for a multi"business funtion di!ision# Led multi"business di!ision during both rapid e(pansion and during business deline# EDUCATION College Name, City, State, *eember, +,,- Masters of Business Administration College Name, City, State, August, +,.- Ba!e"or of Siene in Business Administration, $a'or/ Aounting College Name, City, State, August, +,.+# Ba!e"or of Business Administration, $a'or/ $arketing #ORK E$%ERIENCE C0$PAN1 NA$E, City, State 2333"233, &ie %resident' C!ief Administrati(e Offier, 2334"233, 5esponsible for all administrati!e funtions for multiple business units 6 Claims, 7nderwriting, Customer Ser!ie, Ageny Support, $edial $anagement, PP0 Network $anagement, E 8usiness Support, Produt 9mplementation, New 8usiness 9ssue, 9maging, *istribution Center, $ailroom, Poliyholder Communiations and :ulfillment;# Administrati!e Ser!ies urrently has about <33 employees of the +,+33 enterprise total with an operating budget of = <4 million per year# Committed to ontinuous impro!ement, teams foused on onstantly impro!ing %uality, shortening yle times and lowering osts# An ob'eti!e, metris dri!en en!ironment based on ownership and aountability# Poliyholder satisfation sur!eys ha!e inreased from a ombined satisfied>!ery satisfied rating of <4? to ,2? o!er the past se!en years# Consistently redued our osts o!er the past three years by submitting operating budgets less than the pre!ious year@s atual osts and then oming in under budget year o!er year# E(periened total premium has grown from =-33 million to o!er =.33 million in past se!en years& ahie!ed a positi!e net inome eah year and our finanial reser!es ha!e %uadrupled# Suessfully ompleted a merger with Company Name& a%uired and merged Company Name and Company Name into our business model, implement two system on!ersions, and met all budget and ser!ie goals# &ie %resident Customer Ser(ie Center, 233+"2334 YOUR NAME Street Address Phone Number City, State, Zip Email Address 5esponsible for o!erseeing Customer Ser!ie, Agent Liensing and Support, Commissions, Poliyholder Communiation, :ulfillment, 9maging, $anufaturer AE8 site and $arketing Support# C0$PAN1 NA$E ontinued Senior O)erationa" Business Ana"*st, 2333"233+ An internal onsultant for the Chief Administrati!e 0ffier and Senior Bie"President of 0perations# Aorked on pro'ets in se!eral operational areas, inluding/ Claims, 7nderwriting, Customer Ser!ie, $arketing and $9S inluding de!eloping an agent re!iew proess, assisting on a laims auto"ad'udiation proess, assisting in the outsouring of laims entry funtions, re!iewing underwriting operations, implementing an underwriting diagnosis ode re!iew proess, re!iewing staffing models, ustomer ser!ie effiienies, re!ised ustomer ser!ie performane standards, e!aluating the teleommuniation speifiations for a remote operational site, de!eloping a model for laims proessing reo!ery osts in a orporate disaster situation, and de!eloping a transition plan from a ustomer ser!ie en!ironment to a ontat enter en!ironment# C0$PAN1 NA$E, City, State +,,,"2333 Senior Mana+er O)erations 5esponsible for $ember Ser!ies in the Corporate Ser!ies *i!ision whih inluded three separate funtional units/ ustomer ser!ie, membership and the mailroom# C0$PAN1 NA$E, City, State +,.-"+,,, ,rou) Leader Customer and %ro(ider Ser(ie, +,,C"+,,, 5esponsible for the $anaged Care, Pro!ider Ser!ie, State of 9owa, Professional Droup and Speial 9n%uiry units# Additional responsibility for small speial pro'ets unit that inluded ustomer ser!ie, laims proessing, ad'ustments, referrals, grie!anes and numerous speial pro'ets# Mana+er Mana+ed Care Business, +,,<"+,,C Led Company Name@s only managed are produt& a dediated unit handling referrals, ustomer ser!ie and laims proessing funtions# Assumed responsibility it was a small )$0 and the lowest performing ser!ie area in the organization# 9n less than si( months performane impro!ed to the highest performing ser!ie unit and the fastest growing )$0 in State# Mana+er Mediare Seondar* %a*er and Cas! Co""etions, +,,-"+,,< $ediare Supplement oordination of benefits unit funtions inluded phone ser!ies, laims proessing, ash olletion and benefit oordination# Performane had impro!ed in less than one year returning the unit to being in good standing with the regulatory ageny# Mana+er Mediare Anti-Fraud Unit' +,,2"+,,- *e!eloped a dediated, stand alone anti"fraud unit responsible for deteting health are fraud in the $ediare program# *e!eloped new tehni%ues in re!iewing large data !olumes to flag potential aberrant situations# Mana+er Uti"i.ation Re(ie/' Fraud and A0use' Bud+et and Cas! Reo(eries, +,,+"+,,2 :ous on utilization re!iew& staff e!aluated the appropriateness of treatment and utilization trends, fraud and abuse, ash olletions, budget and reporting# %ro1et Mana+er, +,.,"+,,+ Mediare Data Coordinator, +,.C"+,., Auditor 2 Senior Auditor, +,.-"+,.C