1. DRAFT
19/11/2016
Innovative—Advantage Bio
• Routing/CTI Platform Optimization/Consolidation
Strategy: Led Optimization/Consolidation of CTI
platform resulting in $600k annual save. Evaluated
existing platform capabilities, identified key pain points,
documented key capability requirements, and
performed market scan for available options.
Communicated high-level business case and roadmap
for the solution. Delivered consolidated Routing/CTI
solution with shared service capability across business
disciplines
• Virtualization and Rapid Implementation of Business
Process Outsource (BPO) for provider services:
Delivered solution architecture, engineering and
implementation for a large 500+ seats provider
services national business within 90 days. Enabled
virtual operations and improved process opportunities
between vendor and business. Rapid stand up
included B2B voice/data network, core infrastructure,
servers and T1s, application inter-operations
leveraging Citrix aligned with business ramp/nesting
plans. Results were business empowered routing with
agent skills profiling to join virtual carrier cloud
queue. Standardized call routing and reporting with
calls shared between the companies
 Enterprise Architecture, Blueprinting, and Governance:
Contributed to the Enterprise Architecture (EA)
capability evaluation at a large national health plan.
Responsible for evaluating the domain and segment
architecture roadmaps to identify gaps and to develop
solutions. Contributed to the architecture governance
model and with the annual budgeting process ($33M).
Overall, directed SOA design and delivery processes,
coached staff towards the vision of Enterprise Technology;
ensured solutions met initiatives and IT’s mission
statement and policies. Monitored emerging technologies
to gain efficiencies and add value to service delivery.
Develop, document, and deploy life cycle processes, ITIL
Standards, and Lean IT principles that provide operational
standards and deliver on expectations, established
accountability; design/engineer/implement solutions
As Highmark’s Program Manager (2012 - Present):
• Sales Platform, Small Group Automation, and Member
Experience Redesign and Private Exchange Programs:
(Completed 7 project cycles) Promoted consistent seamless web
portals experience for Discover, Consumer, Producer/Brokers,
Small Group, Member, and Private Exchange Group to shop,
enroll, pay, and provide ongoing self service across 5 client
regions. Results were increased consumer sales by 16%,
member stat scores +6%, improved product access, and ease of
use with online navigation, and Small Group client setup reduced
by 2.5 weeks; while sustained compliance with regulatory
agencies and Blues Association.
• Retail Sales through Enrollment Program: (Completed 4 project
cycles) Industrialized the Individual Sales process through cross
channel integrated lead management (Web, Tele, Broker,
Producer, and Retail Stores) enabling consistent selling
practices with Salesforce.com. Managed delivery of inventory
reporting to establish channels performance indicators across
Marketing, Sales, Actuary, Product, Enrollment, and Finance.
Enabled New Sales Opportunity and Transition Sales
opportunities by tracking Group Policies leads transitioning into
the Individual market.
• TeleSales and TeleService Healthcare Reform Call Center Agent
Augmentation Programs: (Completed 5 project cycles) Delivered
a scalable agent workforce solution to meet the Reform call
volume demands. Enabled hosted voice/data technology by the
client, established remote systems access to Sales and Service
tools and products for off site staffing (included process
enhancements, training, and desktop solutions). Conducted a
RFP, vendor selection, and delivery of Highmark’s first Chat and
Co-Browse offering
As WellPoint’s Director of IT Voice Services & Reporting
(2006 – 2012):
• Hybrid Cloud Computing Self Service Implementation:
Completed for fortune 30 Healthcare company first hybrid cloud
Voice Self Service solution with carrier Network Queuing
controlled by Genesys Routing/CTI for Senior Business, National
Accounts, and Federal Employees Program; where VXML ports
resided in carrier cloud and the J2EE/Java application remained
on WellPoint premise and managed in-house retention/control of
customer experience. Realizing increased finalization rates of 7-
10% better than prior legacy on premise Edify and Conversant
IVRs. Illuminated 30,000 calls per week.
Executive Summary
• 20+ years experience in HealthCare Consulting, IT, and
Contact Center space
• Specializes in Telecommunications, Cloud Computing,
BPO, and IT
• Expertise in Healthcare and Financial sector in
Operations, Program Management, Application
Development/Delivery, Enterprise Architecture, and IT
Strategy
• Recent Experiences, Delivered enterprise platform
solutions both infrastructure and application projects
with diverse matrixed teams
• Platform strategy and selection
• Systems/application blueprinting and road mapping
• Solutions architect/engineer and business intelligence
implementation
• Program/Project Management including Agile Adoption
• Process optimization
• Vendor/client relationship management
Education & Leadership
• Portfolio Adviser at Highmark in EBusiness
• Program Manager at Highmark in Strategic Operations
• Director of IT Voice Services/Reporting for WellPoint
(Healthcare)
• Senior Manager at Wachovia (Wells Fargo Co.) in
Contact Center Technology
• BA from UNC Charlotte
Jeffrey Currence Relevant Experience
Innovative Advantage, LLC, Proprietary
Principle Consultant
Innovative Advantage,
LLC
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