CINDY L. THOMAS 5331 South Lewiston Court 720-468-2949 Centennial, Colorado 80015 ct11f71c0@westpost.

net SUMMARY Innovative, customer-focused Operations Executive with extensive experience dire cting large-scale business operations and key strategic initiatives. Skilled at driving change and implementing cost effective solutions while enhancing the cu stomer experience. Highly effective in motivating, leading and developing emplo yees. PROFESSIONAL EXPERIENCE CIGNA HEALTHCARE (acquired Great-West Healthcare), Greenwood Village, Colorado 2008-2009 Vice President, National Service Operations and Customer Experience Managed national claims, customer service operations and home office departments including employee services. Responsible for $100 million budget and 1300 peop le. * Successfully migrated business to new core administration system by providing business leadership, identifying business requirements, conducting user acceptan ce testing and partnering with IT to implement, while meeting all performance sc orecard measurements. * Stabilized service delivery for employee services organization and improved sc orecard metrics 42% through reconfiguration of the organization separating servi ce from production. * Led service operation team for the integration of CIGNA initiatives. * Seamlessly consolidated work from nine centers to six, reducing expenses witho ut service disruption. * Improved Customer Service Representative retention 21% through implementing a coaching culture and streamlining supervisor job duties. GREAT-WEST LIFE AND ANNUITY, Greenwood Village, Colorado 1986-2008 Vice President, National Service Center Operations (2003-2008) Managed eight service centers and home office departments (900 employees) and a budget of $75 million. Led strategic customer care initiatives and service deli very projects. * Increased customer satisfaction 14% through the implementation of speech minin g, analytics and coaching. Decreased call non-interaction and distress time 21% adding to performance objectives. * Developed and implemented Member Champion referral program for members with co mplex needs, resulting in improved customer experience and a 7% increase in memb er referrals. * Implemented new speech-enabled voice response system, increasing functionality which improved utilization 44% first year and increased self service rate 26% s econd year. * Acquired General American and integrated service operations including consolid ation efforts that decreased operating expenses 20%. * Reduced claim turnaround time 41% and increased savings 22% through centralizi ng large claims. * Increased percentage of employees meeting or exceeding targets 17% after imple menting a pay for performance program for claim examiners and Customer Service R epresentatives. * Maximized second tier network through contracting with other networks, which d oubled savings from $15.6 to $31million. * Implemented a national command center, which increased call center utilization

18%. Vice President, Healthcare Operations (1999-2002) Executive Project Officer for Healthcare Transformation Project which included c reating and implementing a new integrated healthcare services organization to im prove customer satisfaction, strengthen management of medical costs and reduce o perating expenses. * Consolidated 36 service center locations to six regional centers through integ rating service operations with medical and network management operations and ins talling technology enablers (CTI, WFM, call recording), enhancing workflows, res ulting in $38 million annual savings. CINDY L. THOMAS Page Two Assistant Vice President, System Integration (1997-1999) Executive Project Officer for top divisional initiative which included Year 2000 compliance and introduced auto-payment capabilities on legacy claim system. Te chnical Advisor on Call Center initiatives for Healthcare Division. * Led $17 million IT project to renovate legacy systems for year 2000 compliance , resulting in annual savings of $12.5 million. * Automated 20% of claims processing by introducing Autopay functionality. Assistant Vice President, Benefit Payment Field Administration (1994-1997) Responsible for customer service function for 27 field offices including telecom munications support, personnel administration and training development. * Implemented customer service desktop including contact management system. * Initiated new voice response system for claims status and eligibility. * Developed new quality program and performance measurements for customer servic e. * Installed video conferencing systems in all offices to reduce training and tra vel costs. Manager, Benefit Payment Field Operations (1993-1994) Responsible for financial administration and reporting, telecommunications suppo rt and facilities planning for all U.S. locations. * Streamlined annual budgeting process and staffing models. * Moved telecommunication support from IT department to meet business needs. Associate Manager, Telecommunications (1986-1992) Supervised voice and data group that supported 2000 phones and 1800 workstations . Responsible for annual budgeting and rate establishment for all U.S. voice an d data components. * Developed policies, procedures and standards for telecommunications services. * Purchased all voice communications equipment for field and home office. * Project managed RFP process for voice and data wide area network services, awa rded five-year, $15 million contract. TELEBUSINESS SYSTEMS INCORPORATED, Fort Collins & Denver, Colorado 1983-1986 Held various positions including Manager, Denver Office, Customer Service Associ ate and Accounting Assistant EDUCATION AND CERTIFICATIONS Masters, Telecommunications, University of Denver, Denver, Colorado BS, Business Administration, Colorado State University, Fort Collins, Colorado Certified Health Insurance Executive External Mentor for AHIP Executive Leadership and Minority Management Developmen t Program

Six Sigma Blue Belt PROFESSIONAL AFFILIATIONS American Health Insurance Plans (AHIP) Corporate Executive Board, Customer Contact Council CXO Network, Customer Care Executives International Claims Association (ICA) International Customer Management Institute (ICMI) Boys Hope Girls Hope of Colorado