K IMBERLY A LLING

Phoenix, AZ 85085
602.790.4978 | kalling70@gmail.com | linkedin.com/in/kimberly-alling

SR. OPERATIONS MANAGER

Accomplished, strategic operations leader with over 20 years of proven leadership expertise in fast-paced, deadline-driven
work environments. Skilled in collaborating with cross-functional teams to implement process improvements, reduce
operating costs, and increase efficiency/productivity while supporting long-term objectives. Demonstrated success managing
multiple complex projects simultaneously using excellent critical thinking, organizational, analytical, communication, and
conflict resolution skills.

Operational Excellence Call Center Management Process Improvement

Budgeting & Cost Control Key Performance Indicators Change Management
Strategic Planning & Analysis Staff Supervision & Training Efficiency Optimization
Leadership & Team Building Lean Six Sigma Methodologies Project Management

PROFESSIONAL EXPERIENCE

Express Scripts, Tempe, AZ 2005 2016

Director, Resource Management (2015 2016)
Served in a key leadership role for seven call center locations; supervised three Managers and 28 Analysts to efficiently handle
more than 100K incoming phone calls per day. Established KPIs to optimize performance and support business objectives.
Identified methods of increasing efficiency and cutting costs by working closely with IT and Operations leadership.
Continuously improved operational outcomes by capitalizing on resource management development opportunities.
Consistently delivered on monthly, quarterly, and annual performance guarantees for clients valued at over $8M.
Maximized net promoter scores and customer satisfaction by implementing customized daily workflow strategies.

Senior Manager, Business Process Improvement (2012 2015)

Primarily responsible for analyzing day-to-day business operations to recognize process improvement opportunities.
Achieved $13M in total cost savings over a three-year period by successfully streamlining business processes.
Spearhead the integration of internal policies/procedures following the acquisition of Medco by Express Scripts.
Slashed average patient turnaround time from 30 days to less than 72 hours through new process improvements.
Succeeded in reducing required headcount by over 20% by increasing the efficiency and consistency of processes.

Operations Senior Manager, Call Center (2008 2012)

Recruited, trained, and managed five call center teams that consisted of over 100 indirect reports. Leveraged outstanding
conflict resolution and communication skills to resolve highly escalated member issues and maximize member satisfaction.
Recognized by executive management team for consistently exceeding aggressive call center performance metrics.
Eliminated $2M in costs by introducing Lean Six Sigma methodologies and centralizing seven teams in two locations.

Operations Manager, Front End Pharmacy (2005 2008)

Directly accountable for hiring/training both supervisors and frontline staff to accommodate year-over-year business growth.
Played a key role in successfully managing the companys largest overall contract with the Department of Defense.
Realized 10% attrition reduction using new hire training/incentive programs and fostering a positive work culture.

Additional experience as Sr. Claims Service Mgr., Sr. Regional Call & Claim Quality Mgr., and Operations Call Center Mgr.

EDUCATION

Bachelor of Science in Management

Western International University, Phoenix, AZ