Director or Executive Director

 

PATRICIA SHIPPEY P.O. Box 735 Adkins, TX 78101 210.382.2473 [email protected]   SUMMARY OF EXPERIENCE   Results oriented Leader with extensive experience in Strategy, Operations and Ca ll Center Management. With strong Business Acumen, and leading through a values based management approach, leveraging resources that result in a positive impact to the bottom-line. 20+ year success record in managing multi-site operations. With a proven success record in Customer Focused Leadership, Strategic Planning, Tactical Execution, Delivery of sustainable results in operating efficiency and profit performance. Skilled at cutting through non-essential information to bri ng out of chaos. KEYorder SKILLS Sales, Marketing and Product Executive Management Operations and Call Center Man agement Multi-site oversight; Sales and Customer Service Budgeting, Forecasting and Analysis Analysis Strategic and Operational Operational Planning Retentio n & Succession Planning Relationship Development and HR Management Conflict Resolution and Problem Solvi ng Lean Six Sigma Project Management, Process and Efficiency Improvement Quality Assurance and Performance Management Leadership and Organizational Devel opment Change Management Facilitation/Turnarounds Facilitation/Turnarounds SELECTED ACCOMPLISHMENTS * Directed Day to day operations focusing on customer needs, quality and meeting performance goals. goals. Collaborated with data analysts in the design of all operat operat ional analytics and reporting. Results: Consistently achieved 95% or better of a ll Performance Guarantees and Service expectations including inbound service lev els and client/member risk reduction. Fostered collaborative partnerships across sales and account management teams to ensure successful delivery on monthly and annual performance targets. * Developed and Implemented Standardized Coaching/Mentoring/ Performance Metric programs for management management and non-management employees. Results: increased overal overal l departmental departmental productivity 33% consistently consistently exceeded the 95% quality target. A dditionally, developed internal inter-rater reliability program to ensure consis tency in the quality measurement across all teams. * Led multi-disciplined team for new client implementation. Results: s successfully launched on agreed upon contract date.

New client

* Managed, Monitored and Controlled $7 million capital and operations budget. Le d all growth and consolidation efforts to include change management for the Cent er including force reductions and client realignments. Results: Consistently me me t budgetary requirements with annual cost savings of $600K. * Evaluated and Reorganized Call Center Operations, inbound and outbound, to inc lude non-traditional schedules and Surge Plan for high call volumes. Results: re duced customer wait time; reduced average call handling time; reduced abandon ra te; maintained Service Level Objectives during call escalation. * Led and Developed Member Relations Team, a Cross-Functional Inter-company team , on Enterprise Needs Based Selling on Life, Health and Medicare products. products. Resu lts: increased sales 20%; increased referrals 167% producing over $20 million in total premium. * Project-Managed Companywide Steering Committee and Project Management team. Re

 

sponsible for change management, benchmarking within the industry and conducting member focus groups to gain feedback on member needs. Results: increased overal l employee engagement, productivity and understanding of Organization's Mission, increased member satisfaction and products per household. * Led Process Improvements and Operational Efficiencies across functional lines. Results: increased sales 6%, increased efficiencies by reducing turnaround time s for Service Requests 75%; Claims processing 120%; Underwriting 50%. * PROFESSIONAL WORK EXPERIENCE   Healthways

San Antonio, TX

1/2009 to 6/2010

* A Disease Management company offering Healthier lifestyles through telephonic coaching, inbound and outbound, by Nurses, Pharmacists and Health Coaches. Executive Director/Site Lead of Operations Bankers Life and Casualty San Antonio, TX 2006 to 2007 * An insurance company providing financial security for Seniors through Life, He alth, Annuity and Medicare products. Sales Manager, Senior Product Line Medicare Supplements, Part D, Long-term Care and Annuities USAA Life Insurance Company Company San Antonio, TX TX 1994 to 2006 * A Life Insurance Company providing Life, Health, Annuity and Senior Products M edicare Supplements. Multi-site inbound and outbound call centers. Executive Director, Sales Sales and Call Center Operations 2003 to 2006 Director, Sales and Call Center Operations 1999 to 2003 Member Relations Network 2001 to 2003 Life Underwriting 1999 to 2001 Manager, Sales, Service and Claims 1996 to 1999 Sales Representative Life, Health, Health, Annuity and Senior Products 1994 to 1996   EDUCATION/LICENSES   UTSA San Antonio, TX Executive MBA Emphasis on Strategic Leadership Texas Tech Lubbock, TX B.B.A., Management American College Bryn Mawr, PA Chartered Life Underwriter, CLU LOMA Fellow Life Management Institute, FLMI AFFILIATIONS   Hermann Sons of Texas UTSA Alumni Association Board of Directors, Home Association Lodge President North American Call Center Professionals Texas Tech Alumni Association Healthcare Call Center Group