VIEWS: 469 PAGES: 2 CATEGORY: Resumes POSTED ON: 11/24/2009
Sandy Rigley is a results-oriented leader with 15 years of experience successfully leading high performance teams in operations and business development. She has a solid history of growing revenue, profits and margin by reengineering processes, cutting costs and optimizing asset management. Sandy has been a ‘go-to’ person when underperforming operations needed to be turned around. She has significant experience in P&L management, forecasting and strategic analysis, project management, startups, turnarounds, and talent acquisition. Sandy is especially skillful at operational improvement, working with cross-functional resources, and building effective teams. She has achieved goals through strategic planning, problem solving, presenting a clear vision and delivering excellent results.
SANDRA L. RIGLEY Oak Lawn, IL 60453 (708) 952-4921 email@example.com SENIOR OPERATIONS EXECUTIVE Results-oriented leader with 15+ years of experience successfully leading high performance teams in operations and business development. Solid history of growing revenue, profits and margin by reengineering processes, cutting costs and optimizing asset management. A ‘go-to’ person when underperforming operations needed to be turned around. Significant experience in P&L management, forecasting and strategic analysis, project management, startups, turnarounds, and talent acquisition. Especially skillful at operational improvement, working with cross-functional resources, and building effective teams. Achieved goals through strategic planning, problem solving, presenting a clear vision and delivering excellent results. CAREER SUMMARY CareGuide, Coral Springs, FL 2009 Operations Consultant (2009) Diagnosed operations service delivery models for purposes of developing customer-centric process management approaches and tools supporting case management and disease management programs, developing innovative strategies for improving operations efficiencies and effectiveness. Served as a subject matter expert and project manager to support clinical operations in delivering cost-effective programs to the market: Forecast and Strategic Analysis: Reduced costs by creating and implementing a workload and staffing model that allowed management to forecast patient growth and manage nurse caseloads Process Improvement: Increased profit and productivity by redesigning case management programs for commercial and Medicare populations Project Management: Coordinated all technology issues and enhancement requests across multiple workgroups while working with IT to create a process for reviewing, prioritizing and delivering requests Service Delivery: Documented and analyzed company participant communication in order to standardize and streamline fulfillment processes and enhance customer experiences Compliance: Prepared case management and utilization management programs for URAC accreditation Quality: Participated in the development of a Quality Audit Program Technology: Improved productivity by developing and implementing a cross-functional communication and document management structure utilizing Microsoft SharePoint 2005 – 2008 UnitedHealth Group, Golden Valley, MN Director, Operations – OptumHealth Care Solutions, Shared Services (2006-2008) Managed operations that provided support and infrastructure to a suite of products that included Case Management, Disease Management, Decision Support and Wellness services spanning 21 clinical sites. Responsibilities included program management; vendor management; real estate and site strategy; business continuity planning; project management; work at home initiative; hiring, training, and developing staff; customer relationship management and operations implementation: Business Development: Improved consumer reach rates 43% by developing and managing a consumer outreach program utilizing predictive dialer, auto-dialer and IVR technology Client Relationship Management: Met client needs by collaborating with clinical operations in the development of customer specific programs Change Management: Improved program effectiveness by conducting training classes and analyzing outcomes P & P Design: Partnered with operations support staff to build and maintain the policy and procedure library Strategy Execution: Facilitated the assignment of new business to clinical sites Marketing: Partnered with product operations to create and distribute marketing materials to consumers Project Management: Migrated 500 employees to telecommuting status within a six month timeframe SANDRA L. RIGLEY PAGE 2 Director, Clinical Operations – United Resource Networks (2005-2006) Managed the day to day operations of a staff of 130 clinical and nonclinical team members providing care management services for complex medical conditions. Responsibilities included staff recruitment, team development, performance management, creating and documenting policies and procedures, contact center operations, product implementation and project management: Customer Service: Reduced call center abandon rate by 55% Team Building: Implemented an action plan that improved employee opinion survey results by 15% Team Leadership: Led clinical team through a successful URAC accreditation process receiving accreditation in case management with a score of 100% and utilization management with a score of 98% Training and Development: Implemented a training program for newly hired case managers Strategic Analysis: Revised weekly performance dashboard to accurately and efficiently report metrics Product Implementation: Contributed to the development and implementation of a new product offering Planning and Organization: Reduced backlog of case enrollment entries from 500 to 0 in one week 1989 – 2005 Target Corporation, Minneapolis, MN Store Manager (1999-2005) Oversaw, with P&L responsibilities, the day-to-day activities of a $40M operation including staff recruitment, training and deployment, planning and managing budgets, inventory control, sales and merchandising; Mentored executives to manager positions; Oversaw team development and performance management; Ensured safety and compliance with OSHA regulations; Led team of 300 and managed a budget of $10M. Concurrent with this role, served as the Executive Recruiter for a two-state region with 30 operating units: Revenue and Profit Growth: Beat sales goal by $1.1M and profit goal by $500K Succession Planning: Improved recruiting effectiveness by implementing a training program Team Leadership: Turned around under-performing operation, growing sales 10% Business Development: Chosen to participate in a major presentation to 200 Wall Street analysts that improved the marketability of the company stock Efficiency Improvements: Slashed organization expenses 40% and boosted productivity 11% Coaching and Mentoring: Met needs for management by mentoring high potential employees and running training programs Recruiting: Cut staffing shortage by implementing aggressive hiring initiative that resulted in the recruitment of 25 executives in one day Startups: Opened a new operation on time and under budget; hiring, training and directing a staff of 300 Various Leadership Roles (1989-1999) EDUCATION, TRAINING & AFFILIATIONS BA, Telecommunications, Michigan State University Six Sigma Executive Black Belt Training, UnitedHealth Group Six Sigma Green Belt Training, Chicago Deming Association – Six Sigma Master Program Member, American College of Healthcare Executives P&L / Process Redesign and Optimization / Building Teams / Startups / Turnarounds / Customer Service / Training / Project Management / Merchandising / Inventory Control / Supply Chain / Distribution / Sales / Buying / Vendor Management / Program Management / Business Continuity Planning / Managed Care / URAC / HIPAA / CM/ DM/ UM/ Retail / Lean Six Sigma / Recruiting / Consulting / Client Services / IVR / Microsoft SharePoint / Call Center / Performance Management / Succession Planning / Program Management / RFP / Team Leadership / Health Plans / Clinical Outcomes / Administrator / Practice Manager / Performance Excellence / Talent Acquisition / Process Lead / Strategic Initiatives / Telephonic Case Management / Disease Management / Hospital System / BCBS / Cigna / Aetna / Coventry / Humana / Walgreens / CVS Caremark / Wellpoint
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