HEATHER MAGIC

Denver, CO 80247 | C: 303-378-3991 | hfmagic27@gmail.com

Summary
Energetic management professional versed in operations management, finance and sales.
Emphasizes process improvement to increase profits and customer satisfaction.

Highlights
Multi-unit operation management
Performance tracking and evaluation
Team building
Strategic planning
Collaborative
Change Implementation

Process improvement strategies

Budgeting/Finance
Relationship/communication skills
Exceptional time management
Customer-oriented

Accomplishments
Lexmark Enterprise Software International Customer Award for Information
Integration Solution of the year - 2016
Breakout Speaker - Lexmark Inspire International Conference - "New Customer
Solutions: A Total Agility Showcase" - 2016
Breakout Speaker - Upland/Filebound National Automation Conference - "Delivering
Vision: Success from the Streets" - 2016
Enterprise Content Management executive sponsor who oversaw the success of nine
complex automation projects (many concurrently) across six different departments
resulting in averaged ROI's of 70%
Identified and project managed outsourced print vendor solution resulting in significant
performance improvements; service implementation from two weeks to two days
which led to a 25% overall reduction in cost

Experience
Director, Group and Individual Administration
Sep 2012 to Apr 2016
Delta Dental of Colorado - Denver, CO
Mentored, coached and managed 20 plus team members in functions including new
customer onboarding, customer renewals, benefit booklet/contract negotiation,
eligibility, accounts receivable, billing, payment collection, and customer service
Developed and managed annual operating budgets for 2 departments totaling in excess
of around $2 million
Optimized overall customer experience by spearheading development, budget, and
launch of six projects which included process automation, business process
management, and multichannel capture from 2014-2015
Member of core project team to roll out eligibility, billing and claims system
conversion across multiple organizations (slated for 2017)
Conceptualized, developed, and introduced custom KPI's giving insight into tracking
and improving customer onboarding and renewals, customer service, and document
production
Member of Compliance Committee overseeing corporate policies and procedures as
well as responsible for implementing Federal and State legal requirements
Member of new product development team responsible for sending new products to
market annually (including Colorado exchange)
Collaborated with internal and external stakeholders on sales strategies including
dental benefit consultation, provider networks, implementation timelines, and
customer service

Membership Accounting Manager

Jun 2010 to Sep 2012
Delta Dental of Colorado - Denver, CO
Mentored, coached, and managed 13 plus team members in functions including
eligibility, accounts receivable, billing, payment collection, and customer service
Developed and managed annual operating budget totaling in excess of around $1
million
Project managed an innovative approach to redesign current new customer
onboarding, customer renewals, eligibility and their surrounding processes which
streamlined operations, reduced administrative costs by $175,000 annually, and
reduced risk
Co-project managed the launch of an eligibility, billing, and payment website which
reduced administrative costs by $80,000 annually by moving clients to a self-service
platform
Project managed the redesign of an Individual Insurance product's back office
operations and customer facing website which resulted in a new line of business and
increased growth opportunities
Sr. Financial Accountant
Jan 2006 to Jun 2010
QBE Americas (North America) - Denver, CO
Member of core project team to roll out billing system conversion across organization
Project managed three US office closures and transitioned all financial responsibilities
to Denver office
Accurate and timely reporting of US Statutory and Australian GAAP reporting results
including annual budget preparation
Assisted in state premium tax filings, state income tax filings, and property tax filings
Assisted in annual statement preparations for multiple business lines
Liaison to US offices for all travel and expense administration

Work History
Accounting Services Manager
QBE Insurance (North America) - Denver, CO

Feb 2005 to Jan 2006

Sr. Accounting Manager

Pinnacle Medical Billing - Denver, CO

Jan 2004 to Jan 2005

Education
Executive Leadership Program
Mountain States Employers Council - Denver, CO

2014

Leadership Arts Program

Colorado Business Committee for the Arts - Denver, CO

2012

Bachelor of Science, Management

Franklin Pierce University - Rindge, NH

1992

Community Service
Colorado Women's Chamber of Commerce; Member, Board of Directors (2011Current), Chairman of the Board (2015-Current), Vice Chair (2014-2015), Secretary
(2012-2014), Chair; Marketing Committee (2012-2014)
Safehouse Denver; Member, Board of Directors (2015-current)
Kids in Need of Dentistry; Member, Board of Directors (2013-2015)
Farmers Union Federal Credit Union; Member, Board of Directors (2006-2011)