8/17/2019 Director Operations In Denver CO Resume Heather Magic

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 HEATHER  MAGIC 

Denver, CO 80247 | C: 303-378-3991 | hfmagic27@gmail.com

Summary

Energetic management professional versed in operations management, finance and sales. 

Emphasizes process improvement to increase profits and customer satisfaction.

Highlights

Multi-unit operation management Process improvement strategies Performance tracking and evaluation Budgeting/Finance Team building Relationship/communication skills Strategic planning Exceptional time management Collaborative Customer-oriented Change Implementation

Accomplishments

Lexmark Enterprise Software International Customer Award for Information Integration Solution of the year - 2016 

Breakout Speaker - Lexmark Inspire International Conference - "New Customer Solutions: A Total Agility Showcase" - 2016 Breakout Speaker - Upland/Filebound National Automation Conference - "Delivering Vision: Success from the Streets" - 2016 Enterprise Content Management executive sponsor who oversaw the success of nine  complex automation projects (many concurrently) across six different departments resulting in averaged ROI's of 70% Identified and project managed outsourced print vendor solution resulting in significant performance improvements; service implementation from two weeks to two days which led to a 25% overall reduction in cost

Experience

Director, Group and Individual Administration  Sep 2012 to Apr 2016 Delta Dental of Colorado - Denver, CO 

Mentored, coached and managed 20 plus team members in functions including new customer onboarding, customer renewals, benefit booklet/contract negotiation, eligibility, accounts receivable, billing, payment collection, and customer service Developed and managed annual operating budgets for 2 departments totaling in excess of around $2 million Optimized overall customer experience by spearheading development, budget, and launch of six projects which included process automation, business process 

management, and multichannel capture from 2014-2015Member of core project team to roll out eligibility, billing and claims system conversion across multiple organizations (slated for 2017) Conceptualized, developed, and introduced custom KPI's giving insight into tracking and improving customer onboarding and renewals, customer service, and document productionMember of Compliance Committee overseeing corporate policies and procedures as well as responsible for implementing Federal and State legal requirements Member of new product development team responsible for sending new products to market annually (including Colorado exchange)Collaborated with internal and external stakeholders on sales strategies including dental benefit consultation, provider networks, implementation timelines, and 

customer service

8/17/2019 Director Operations In Denver CO Resume Heather Magic

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 Membership Accounting Manager  Jun 2010 to Sep 2012 Delta Dental of Colorado - Denver, CO 

Mentored, coached, and managed 13 plus team members in functions including eligibility, accounts receivable, billing, payment collection, and customer service Developed and managed annual operating budget totaling in excess of around $1 million Project managed an innovative approach to redesign current new customer onboarding, customer renewals, eligibility and their surrounding processes which streamlined operations, reduced administrative costs by $175,000 annually, and reduced risk 

Co-project managed the launch of an eligibility, billing, and payment website which 

reduced administrative costs by $80,000 annually by moving clients to a self-service platform Project managed the redesign of an Individual Insurance product's back office operations and customer facing website which resulted in a new line of business and increased growth opportunities

Sr. Financial Accountant  Jan 2006 to Jun 2010 QBE Americas (North America) - Denver, CO 

Member of core project team to roll out billing system conversion across organization Project managed three US office closures and transitioned all financial responsibilities to Denver office 

Accurate and timely reporting of US Statutory and Australian GAAP reporting results 

including annual budget preparation Assisted in state premium tax filings, state income tax filings, and property tax filings Assisted in annual statement preparations for multiple business lines Liaison to US offices for all travel and expense administration

Work History

Accounting Services Manager  Feb 2005 to Jan 2006 QBE Insurance (North America) - Denver, CO 

Sr. Accounting Manager  Jan 2004 to Jan 2005 Pinnacle Medical Billing - Denver, CO 

Education

Executive Leadership Program  2014 Mountain States Employers Council - Denver, CO 

Leadership Arts Program  2012 Colorado Business Committee for the Arts - Denver, CO 

Bachelor of Science, Management  1992 Franklin Pierce University - Rindge, NH 

Community Service

Colorado Women's Chamber of Commerce; Member, Board of Directors (2011- Current), Chairman of the Board (2015-Current), Vice Chair (2014-2015), Secretary (2012-2014), Chair; Marketing Committee (2012-2014) Safehouse Denver; Member, Board of Directors (2015-current) Kids in Need of Dentistry; Member, Board of Directors (2013-2015) Farmers Union Federal Credit Union; Member, Board of Directors (2006-2011)