1. Deborah L. Brown
0N659 Old Kirk Road West Chicago, IL 60185 (224) 230-7046 Page 1
SUMMARY OF QUALIFICATIONS
Recognized for technical and business expertise, combined with business and marketing knowledge, and theability to translate
customer needs into to efficient and effective solutions. Highly qualified professional with a strong combination of skills; proven
ability to perform and/or manage therelationship between:
Operations Management Budget Management
Administration Client Relationship Management
Vendor Negotiation Procurement
Sales/Marketing Support Problem Identification
Business Partnerships Professional Training
Business Simplification Remote Management
EDUCATION
Aurora University, Aurora, IL
Master of Business Administration, November 1996 G.P.A. 4.0
Awarded The Dean’s Prize for Graduate Scholarship Business Administration
Goldey Beacom College, Wilmington, DE
BS in Business Administration, Marketing/Management Concentration 1984
PROFESSIONAL DESIGNATION
State of Illinois Insurance Producer with authority for Accident, Health and Life
Managed HealthCare Professions (MHP) AHIP-2008
Professional Academy for HealthCare Management (APHM) AHIP-2009
Healthcare Customer Service Associate(HCSA) AHIP-2009
2. Deborah L. Brown
0N659 Old Kirk Road West Chicago, IL 60185 (224) 230-7046 Page 2
PROFESSIONAL EXPERIENCE
Houghton Mifflin Harcourt, St. Charles, IL 2015-Current
Houghton Mifflin Harcourt is an educational and trade publisher in the United States. Headquartered in Boston's Back Bay, it
publishes textbooks, instructional technology materials, assessments, reference works, and fiction and non-fiction for both young
readers and adults. HMH reports 1.42 billion in revenue, 40% of market share, over 180 years in business and more than 50
million students served in more than 150 countries.
Manager-CustomerExperience, Order Entry, Global Supply Chain- Accountable for the management of Customer Service,
development of staff and maintenance of favorable customer relations, both internally and externally. Extensive knowledge of
SAP and all interfacing systems as well as all downstream processes. Create and analyze reports including SAP queries, CMS
(phonemanagement) queries and service observance tools, as well as departmentalproductivity and metrics reports and react
accordingly if additional training or performance issues are identified. Monitor workload and schedule tasks accordingly.
Review all large sales quotations, sales orders, credits, adjustments and returns working closely with theCustomer Service
director, the divisional business offices and marketing departments as well as the sales force, supply chain, and customers.
Responsible for recommending systemenhancements or new functionality, as well as testing same. Review monthly expense
reports and compare to annual budget and forecasts
Broker Consultant, West Chicago, IL 2014-2015
Provide existing client management and service for all medical, dental, life, and ancillary products. Recommend strategic
direction and development for organic growth for existing base while providing support for procurement of additional clients
nationally. Manage renewal cycle, adding additional value added services. Consult on appeals and compliance matters affecting
both broker and client. Build and maintain client data bases for broker use.
Dearborn National, Downers Grove, IL 2010-2014
Dearborn National offers a broad selection of highly competitiveinsurance and financial products covering diverse markets,
including: Group Benefits (employer-paid/voluntary), Worksite, Individual and an array of Enhanced Product Services. Dearborn
National financially reports annual revenue of $885 million, totalassets of $3.0 billion and more than 43 years of industry
experience. Dearborn is the largest non-investor owned health insurer in theUnited States and the fourth largest overall.
Director- Service Operations andAdministration-Oversaw themanagement, growth, development of 123 operations
specialists both local and off site in the metric achievement of call center, claims preparation and intake, claims adjudication
management, Waiver administration, escalated service solutions, compliance, appealmanagement. Achieved ‘Blue Diamond’
award for excellence in all aspects of Service operations and administration. Created, developed and enhanced internal and
external partnerships to initiateand maintain programs for superior service delivery.
Coventry HealthCare,Downers Grove, IL 2005-2010
Coventry Health Care, Inc. is a diversified national insurer in theUnited States. Based in Bethesda, Maryland, Coventry operates
health plans, insurance companies, network rental and workers’ compensation services companies. Coventry provides a full range
of risk and fee-based managed care products and services to a broad cross section of individuals, employer and government-
funded groups, government agencies, and other insurance carriers and administrators.
Director-StrategicAccounts/Operations, Director-Corporate Regulatory Compliance-Responsiblefor the overall
management of a $33 million block of fully insured health, dental and life business. Develop strategies for increasing
membership through a distribution network in 27 states. Oversee the financial and expense controls while monitoring a correct
balance transfer of commission and premium intake with claims administration payment through a Third Party Administrator
(TPA). Develop policies and procedures for TPA to ensure compliant processes. Oversee the customer satisfaction, retention
processes and strategies. Review of all exception requests. Point person for all escalated broker, customer or Department of
Insurance inquiries or issues. Develop and maintain all relationships between rental distribution network, TPA, rental network
and internal operations. Conduct or oversee audits on vendors and TPA and provide findings and improvement opportunities.
