Heather Magic is a Director of Operations professional versed in operations management, finance and sales, process impro...
HEATHER MAGIC Denver, CO 80247 | C: 303-378-3991 |
[email protected]
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 Performance tracking and evaluation Team building Strategic planning Collaborative Change Implementation
Process improvement strategies Budgeting/Finance Relationship/communication skills Exceptional time management Customer-oriented
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 2014-2015 Member 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 production Member 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
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 QBE Insurance (North America) - Denver, CO
Feb 2005 to Jan 2006
Sr. Accounting Manager Pinnacle Medical Billing - Denver, CO
Jan 2004 to Jan 2005
Education Executive Leadership Program Mountain States Employers Council - Denver, CO
2014
Leadership Arts Program Colorado Business Committee for the Arts - Denver, CO
2012
Bachelor of Science, Management Franklin Pierce University - Rindge, NH
1992
Community Service Colorado Women's Chamber of Commerce; Member, Board of Directors (2011Current), 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)
