Anthony DeJoseph has over 25 years of experience leading operations and sales teams in various industries. As current COO of Robert Ober & Associates, he manages operations, discovered over $1.5 million in recovered funds, and improved processes. Previously, he held leadership roles at UnitedHealth Group, Providian Financial, and Any Mountain Ltd., where he consistently delivered sales results, improved customer experience, and mentored employees. He has a track record of optimizing processes, increasing revenue and reducing costs.

1. AN T H O N Y DEJO S E P H
San Rafael, CA 94901
(c) 210.912.5286 • tdj1156@icloud.com
https://www.linkedin.com/in/tonydejoseph
Vice President/Director of Operations/Sales
Operations and Sales Professional with success in call center, healthcare, financial services/banking, retail and
design/build environments. A customer focused leader with expertise in building highly successful teams, delivering
sales results, employee mentoring and development and improving and delivering a high quality customer experience.
• Leadership • Communicator • Team Building • Customer Advocate • Sales/Operations Management • P+L Management
• Process Improvement • Team Player • Coach • Vender Management • Talent Scout • Entrepreneur
PROFESSIONAL EXPERIENCE
ROBERT OBER & ASSOCIATES, San Antonio, TX 2012-Present
COO/Consultant
Manage operations for an Engineer, Procure and Construct firm including: Quality, client satisfaction, contracting, HR,
accounting, IT, workforce management, safety, fleet procurement/management, collections/recovery
 Discovered and adjudicated $1.5+ mm in Canadian GST and withholdings funds previously paid and
unrecovered due to knowledge gap of Canadian accounting laws
 Upgraded the written contracts to AIA utilizing standardized language, exhibits, etc. in order to protect both
RO+A and the client, eliminating many ambiguous situations and aiding collecting our payments on schedule
 Managed the upgrading of the entire company’s IT infrastructure to facilitate growth, security and business
continuity
 Successfully transitioned the company from an LLC to a (TX) Series LLC of 9 separate companies
 Recognizing the need for increased intra-company collaboration and communication instigated the monthly
Leadership Meetings bring all the key people to an off-site to share information and ideas on how we could be
more effective, safe, efficient, profitable and successful as a company
FITTHOTIC, San Antonio, Texas 2010-2012
Owner/Partner
Responsible for domestic and international sales (FitThotic is a custom orthotic footbed manufacturer)
UNITEDHEALTH GROUP, OPTUMHEALTH, San Antonio, Texas 2004-2009
Vice President of Operations, Advocacy Services
Responsible for all operational components of the Advocacy Services product for OptumHealth
 Successfully launched the Benefits and Claim Service, a service that assists members understand how their
claims were paid and adjusted if needed
 Created reporting dashboards/KPIs, defined/documented all process and procedures, installed Quality program
 Ramped up the Access Support business, a service that supports the Disease Management and Nurse Line
Nurses assisting members in finding doctors for (specific) care
 Increased monthly case volume of ~ 300 to a current volume of 3000+, of which 80% were Medicare members
 Reduced the case handle time from 110 minutes to 30 minutes (72%) reducing FTE by 10 saving $500K
annually through process improvements and standardization, directed WFM to build forecasting staffing models
 Community Council Lead for San Antonio site in charge of fund raising and organizing volunteers for San
Antonio charities
Director of Customer Service, Spectera UnitedHealthcare Dental 2004-2007
Responsible for managing all aspects of multiple dental/vision customer care centers, San Antonio, TX: 335 seats, SF,
CA: 16 seats (client site, Blue Shield of CA), Concord, CA: 45 seats, Las Vegas, NV: 25 seats. Also: $20+mm P+L;
quality results; customer experience; WFM/forecasting; staffing and claims processing, audit results. Participated
regularly in new client sales presentations and created/owned the business continuity plan (BCP)
 Managed underperforming (consistently missed KPIs) dental customer contact center to “green” status,
upon arrival in July 2004, consistently met KPIs internally and many large client specific SLAs
 Successfully transitioned the Spectera (vision) customer service operations to San Antonio, TX in Oct 2005
 Responsible for managing the processing of ~10,000 claims weekly, consistently met 95% accuracy goal
 Grew San Antonio site from 140 headcount to 335 due to significant client growth (servicing ~24mm lives)
 Met annual budgets including FTE head count
 Managed the transition of acquisitions, Pacific Dental and Pacific Care Dental businesses to San Antonio site
 Responsible for outsourcing and management of (100 seats) dental & vision provider calls to the Philippines
 Managed many process improvement projects utilizing Six Sigma methodology
 Oversaw the successful conversion of JAWS to Siebel service platform for legacy groups

2. Anthony DeJoseph, page 2 210-912-5286
PROVIDIAN FINANCIAL, Salt Lake City, Utah and San Francisco, California 1997-2004
Vice President, Operations
Responsible for management and tracking of $1billion loan portfolio for ILC chartered bank operated by Providian
Financial. Built key relationships with corporate departments (credit, marketing, forecasting, etc.) to facilitate creation
of an information system that better met management’s needs
 Favorably resolved compliance issues and Board oversight concerns raised by FDIC and State regulators by
generating management reports that provided Board of Directors with information not available from any other
source
 Eliminated multi-million dollar discrepancies in reports generated by different organizational departments
Call Center Director, Salt Lake City, Utah 1999-2002
Responsible for 6 direct reports (Sr. Managers) and 500+ indirect reports for an in-bound sales and service call center
that generated over $30 million in annual revenue. Managed all aspects of operations including sales performance
(membership products), quality results, customer experience, customer retention, employee attrition, recruitment, and
new training curriculum development
 Ranked #1 out of six sites in total sales, sales per representative, quality and customer retention
 Co-created an Employer of Choice initiative to reduce attrition, which resulted in a 24% drop in employee
turnover and saved $6 million in associated costs during the first 12 months
 Increased site sales from less than $6 million annually to over $30 million by creating a sales oriented
environment, developing and implementing better sales techniques, fostering inter-company competition, and
providing hourly sales tracking
National Quality Initiative Project Leader, Salt Lake City, Utah 1999-2001
(lead project while managing call center)
Spearheaded formation of project team to implement a quality and customer satisfaction program consisting of more
than 200 quality initiatives in telemarketing sales techniques and direct mail
 Monitored and evaluated over 10,000 calls monthly for 3,500 phone representatives, in six multi-state sites, for
compliance to quality standards and initiatives
 Reduced customer complaints 40% and cardholder attrition rates by 38%
 Corporate Winner of the 2001 Quality Cup Competition for the service industry, presented by RIT/USA
TODAY recognizing companies who make significant contributions to the improvement of quality in their
organization
 Achieved customer satisfaction score of 6.0 out of a possible 7.0 in study of 30 financial institutions (vs.
industry average of 5.2) conducted by consulting firm of Barry Leeds and Associates
Senior Manager, San Francisco, California 1997-1999
Directed 8 team managers and 100+ associates. Created a fun, energy charged environment that achieved extraordinary
results in sales, customer satisfaction and continuous improvement, managed executive office
 Increased annual sales from $31 million to over $55 million (annualized) in a seven-month period as the
manager in charge of membership product sales
 Developed a sales “up-training” program for the low producers, which resulted in an average individual sales
increase of 100%
 Mentored several Team Managers for promotion to Senior Team Manager positions
Any Mountain Ltd., Corte Madera, California 1989-1996
ASSISTANT STORE MANAGER, STORE MANAGER
VICE PRESIDENT STORE OPERATIONS AND SALES
 Started as Assistant Store manager and was rapidly promoted to Store Manager and then to Vice President
 Directed operations for eight sports specialty retail stores with annual revenues of $16mm. Managed P+L,
eight store managers, a distribution center manager, 16 assistants and 350+ associates. Reported to COO with a
dotted line to the President
EDUCATION
Coursework at Glendale College, Glendale, California
Professional Training - Providian Learning Institute Executive Training Program 1999-2001
OTHER
Former member of the United States Freestyle Ski Team, double gold medalist National AcroSports Championships, avid
road cyclist and fitness enthusiast, member of Crossfire Gymnastics Booster Club