Impact Oriented Executive Highly productive executive with a proven track record of successfully building non-profit and profitable

organizations and developing creative business solutio ns. A natural communicator and team leader, earning a solid reputation among cu stomers, peers, and employees as a highly competent, fair, dynamic and extremely principled professional. Business Process Expertise Over 14 years of operational and outsourcing management experience in multi-site , multi-client mission critical environments. Global and Vendor management: domestic, near-shore and offshore experience man aging vendors such as UHC, ACS, Standard Register, Personix, Ingenix, Optum Fina ncial Clients include: Bank of America, American Express, MetLife, Ernst & Young, Go ldman Sachs, U.S. Post Office, Cook County, Sun Microsystems, Lincoln Financial, Chevron, Ford, Well Fargo, Empire-Blue Cross/Blue Shield, Mercer, USBank, Cisco Systems, Northwestern Mutual Project and Change Management Professional Selected Accomplishments Successful track record leading cross-functional, multi-year projects. Clearly established business needs and requirements while restructuring complex issues i nto manageable work packets. Project Management lead cross-functional, including domestic and offshore, tea ms in the development of interdepartmental/cross-global business solutions Transition and transformation leadership Lead transition teams through major a cquisitions and incorporated disparate work groups to fully integrated teams Oversight of claims and reimbursement processes generating 5 billion reimbursem ent dollars annually Successfully managed significant business growth of more than 5000% in 4 years via acquisition and direct sales Six Sigma and Lean Experience Six Sigma/Lean life cycle experience including: Quality and critical to process identification and metric development, process design, measurement systems anal ysis and development, control plan development, and use of visual controls and s corecards to drive improvement in both people and business operations. PROFESSIONAL EXPERIENCE Medica, Inc. Director of Claims Operations Sept 2009 Dec. 2010 Responsible for the accurate and timely claim payments for over 14 million claim s annually. Responsibility includes management and oversight of Coding, Operati on Analysts, Auditing, Recovery and Issue Resolution, and Consumer-Directed Heal th Care plans, and management and oversight of vendors, including UHG for claims , Optum Financial for CDHP products and Ingenix for recovery services. Selected Accomplishments: Received prestigious Simply the Best award o Increased staff productivity by 34% while managing staff reductions of 40% Outsourced recovery functions o Increased recoveries in 1st year from 21 million to 33 million dollars Working with UHG, lead cross-functional operational teams to o reduce claims adjustments by 13% o decrease prompt interest payments by 38%, a savings of more than 100k o increase auto-adjudication rates by 7% Successfully managed vendor migration from multi-vendor to one vendor/one plat form for CDHP products

Long Term Care Group, Inc. (Now known as Univita) November 2007 to Sept 2009 Director of Operations and Account Management Operational Services Responsible for oversight of all operational administrative processes including customer service, Policy Services, printing and kitting, application control, Ri sk Management information and underwriting for Long Term Care insurance for pres tigious and highly respected insurance carrier. Selected Accomplishments: Full operational responsibility and full account management responsibilities fo r LTCGs most prestigious and most successful long term care client o Business owner for successful 17 million dollar systems enhancement project th at came in on time and under budget Using Lean methodology, managed a management team to increased performance and consistent service level agreement results o Client Scorecard results demonstrated consistent and increasing levels of serv ice and increased client incentives Structural re-organization of underwriting department using Lean/organizationa l methodologies producing higher decision to FTE ratios, and continuous process improvement leading to increased efficiencies and revenues o Productivity increased from 3-4 cases/UW/day to more than 8 cases/UW/day WageWorks, Inc. November 2006 to August 2007 (Feb 2001-Aug 2007) Sr. Director Service Delivery Operations Responsible for claims and all back-office processing in multiple locations, on, near and off-shore. Manage BPO claims processing services in 7 on and off-shore locations. Responsible for overall coordination of performance management, risk mitigation and systemic process improvement activities across all FSA/HSA produ ct/service including: vendor management, QA management, and hiring management. Full budgetary and forecasting responsibility. Selected Accomplishments: Integrated 4 functionally disparate, multi-platform businesses through acquisit ion into one platform and one functional unit in 4 geographical locations nation wide and three off-shore locations. Developed and deployed proprietary internet claims tools Established and maintained quality assurance business routines, utilizing varia nce-based performance metrics Developed and managed HSA product launch and developed and managed HSA processi ng functionality Consistently met/exceeded Performance objectives and client performance guarant ees, managing a claim turn time of 48 hours from receipt to completion and a Qua lity rating of 99% for coding and 99.5% financials WageWorks, Inc. June 2003 Nov 2006 Director, Claims Servicing Operations Responsible for the development of new FSA business unit, including, but not lim ited to full budgetary responsibility, forecasting, and continued management of BPO relationship for multiple product lines. Selected Accomplishments: Lead business team in the successful development of proprietary internet claim processing tools Guided growth of FSA business from initial start-up from no customers to over 1 .3 million in 4 years Opened first Branch office outside of corporate headquarters in CA, starting wi th only myself, to staff of over 200 in less than a year

WageWorks, Inc. Feb 2001 June 2003 BPO Relationship Manager Responsible for the end to end delivery of first of its kind BPO commuter fulfil lment services. Defined and developed fulfillment process, created and managed end to end on line inventory solution and was the key contributor in WageWorks b ecoming an industry leader in transportation benefits. Supply chain and outsour cing relationship management including: Standard Register, ACS, and Metavante/C ardPro. Selected Accomplishments: Provided competitive market insight into BPO space, playing a key role in negot iations and financial management of 3 year contracts (2 plus million dollars ann ually) and on-going relationships Developed inventory staging processes and tools and guided growth of commuter b usiness from 8 clients and 1600 participants, to over 2000 clients and more than 340,000 participants in 5 years. Created and deployed a Six Sigma fulfillment process that included an inventory loss rate of less than 0.0001% and an error rate consistently less than 0.00001 % PROFESSIONAL EXPERIENCE (continued) ProBusiness, Inc. - 1997 2001 Manager Training HR Outsourcing, payroll and benefits/Payroll Manager/ManagerBenefits Operations ProBusiness, acquired by ADP, is a high-tech, payroll, benefits and HRIS company . Operationally, responsibilities included training delivery, CRM training and development, Authoria implementation and training, managing benefits division se rvice operations. Selected Accomplishments: Developed training and deployment strategies including CBT for customer service call center training for total HR outsourcing Implemented programs, and managed total outsourcing teams for Lincoln Financial , Chevron and Sun Microsystems Business owner responsibility for full integration of Siebel CRM software imple mentation and training. Facilitated process reengineering, quality teams and mentoring groups Increased quality rating of department to 99.92% while workload increased over 150% in Payroll Production dept. ADDITIONAL LIFE/WORK EXPERIENCE PRIOR TO 1996 Peoples Construction Bank of China Shenzhen, China The Recovery Inn of Los Gatos Los Gatos, CA Peace Corps Volunteer Venezuela established clinic, community center Involvement Corps Director of Mt. View Community Health Center established cl inic East Valley Community Clinic Vice President/Board of Directors AT&T Supervisor and training supervisor EDUCATION BS in Business Management University of Phoenix, San Jose, CA (Graduated with H onors) West Valley Community College, Saratoga, CA (Deans List, 4 Semesters) Silicon Valley College Graphic Arts/Multimedia Fremont, CA (3.6 GPA) References Available upon Request