MONTERRY C.

LUCKEY
Bear, DE 19701
610 812 0323

monterryluckey@comcast.net
www.linkedin.com/in/monterryluckey

HR BUSINESS PARTNER or DIRECTOR OF MARKETING OPERATIONS

Innovative Leadership that Produces High Performance Teams

Inspiring savvy hands on customer-centric leader with success in driving business solutions for internal operational
flows in a Shared- Services hub. Sustained effectiveness with department staffing lifecycle, including: interviewing,
hiring, on-boarding, performance management, promotions and terminations.
Leadership

Successfully led shared services team and external/cross functional teams for business and social mission
obligations while ensuring business continuity and budget durability

Collaborated on compensation matrix to reward high performers within a pay for performance structure

Planned and executed organizational effectiveness by maximizing workforce planning with processes and
technology
Innovative Change Manager

Selected as a key management contributor to champion organizational culture change during migration to
new corporate platform for Healthcare reform

Participant in joint venture inaugural Philadelphia University Innovative Fellowship program

Developed a quick strategy to ignite innovation engagement without financial impacts

Effective Communicator / Negotiator

Established and maintained rapport with senior leadership by optimizing KPIs through effective
dashboards

Strategically triaged and resolved pain points by pitching innovative solutions to targeted audiences
Project & Vendor Management

Consistently facilitated, created and participated in new initiatives to ensure business needs/demands
were addressed and executed in a timely manner by all key stake holders

Managed expectations for deliverables with vendors while promoting internal accountability

Employee Engagement
Building High Performance Teams
Process & Productivity Improvement
Operations Management

Cost Containment
Internal/External Client Relationship
Pain Point Solution Development
Innovation Generation

PROFESSIONAL EXPERIENCE
INDEPENDENCE BLUE CROSS, Philadelphia, PA

1995 2016

Leading health insurance company in the Philadelphia region serving nearly 10 million people in 25 states and the District of Columbia.
28,373 employer groups, 161 hospitals, and 46,158 physicians. Total revenue 13.8 billion.

Manager, General Operations (2011-2016)

Reengineered fragmented operational processes into a high performance shared services hub. Increased overall
quality 20%, effectiveness 25%, and decreased TAT by 2 days.

Built and led shared services and dedicated team from 12 to 25 associates through two go live migration
dates to new platform
Revamped metrics to align with increased initiatives for high performance driven success
Assisted commercial sales with increasing 10 year client high in all market segments (small, midsize and
large) by partnering with Training and Development and other key business areas while managing
competing priorities
Increased associate engagement through various channels without impacting previously forecasted budget
Mentored executive referral interns (off cycle and summer) through various career aspirations and
learning opportunities

MONTERRY C. LUCKEY 610 812 0323

monterryluckey@comcast.net

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Supervisor, General Operations (2009-2011)

Increased overall team performance for on-boarding new business groups while rebuilding commitment to core
values (internally) and strengthening brand confidence (externally).

Increased productivity by 15%, turn-around time, and overall quality through gap assessments and cross
training in six months while embracing continued business growth
Refocused team on customer experiences: team building, line of sight, and performance management

Business Analyst, Marketing Operations (Jan 2009- Sept 2009)

Worked closely with e-commerce IT team to perform enhancement and regression testing

Created departmental SharePoint site that streamlined information for easy access
Triaged system disturbances, documented processes, identified/executed business process improvements

Sr. Benefits Analyst, Account Installation Segment of Underwriting (2002-2009)

Proposed various system enhancements that were implemented

Decreased external errors by training and educating internal and external clients

Sr. Broker Administrative Specialist, Marketing Department (1999-2002)

Promoted to liaison between Underwriting and the broker community

Reconstructed training seminars to better suit the needs of the 200 administrative staff members
Instrumental in developing training orientations for staff

Sr. Billing Specialist, Billing Department (1997-1999)

Billing Specialist (1995-1997)

Increased overall customer satisfaction by 40% in 9 months while decreasing call volume and collection
service fees
Developed the mission statement for the Billing department / displayed on mouse pad
Involved in various brainstorming committees to assess knowledge, skills, and assessments

FEDERAL RESERVE BANK OF PHILADELPHIA, Philadelphia, PA

1988 1995

The Philadelphia Federal Reserve Bank serves eastern Pennsylvania, southern New Jersey, and Delaware. The Feds basic mission is to create the
financial conditions that foster economic growth: stable prices, sound banking practices, and a reliable payments system.

Check Adjustment Analyst

Received and transmitted General Ledger notifications of large dollar amounts up to $1 million
Collaborated with team members to identify fraudulent checks/worked with internal investigators to
prepare information for automated clearing house customers

EDUCATION & LICENSING

Wilmington University, New Castle, DE
Master of Science in Management, Human Resources Management
Widener University, Chester, PA
Bachelor of Science, Business Administration
Producer/Agent, Pennsylvania & New Jersey Life, Health and Accident
PROFESSIONAL AFFILIATIONS / INTERNAL ACTIVITIES
Greater Philadelphia Association of Health Underwriters (GPAHU)
Pennsylvania Association of Health Underwriters (PAHU)
National Association of Health Underwriters (NAHU)
Americas Health Insurance Plans (AHIP), 2014-2016
Society for Human Resource Management (SHRM)

MONTERRY C. LUCKEY 610 812 0323

monterryluckey@comcast.net
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Philadelphia Chapter of the Society for Human Resource Management (PHILLYSHRM)
Delaware Chapter of the Society for Human Resource Management (DESHRM)

Served as VP of Membership & Director of College Relations, 2008-2013

Urban League of Philadelphia

Urban League Leadership Forum of Philadelphia (class of 2012)

Urban League Guild of Philadelphia

Blue Crew Peer Advisory Board Member-internal corporate volunteer project lead, 2006-2016
Internal United Way Core Committee member, 2011-2013
TECHNICAL COMPETENCIES
Microsoft Office, Marketing and Underwriting specific applications, People Soft, Clarity, Health Care Reform
platform suite