1. THOMAS B. SALVAGGIO
Calabasas, CA 91301
kimbersal@sbcglobal.net 818.468.4915 www.linkedin.com/in/Tsalvaggio
DIRECTOR OF OPERATIONS
INNOVATIVE PROCESS IMPROVEMENT AND PRODUCTION OPTIMIZATION STRATEGIES
Accomplished and progressive leader with national healthcare and financial services organization experience. Expert in high-
volume operations management, program and policy design / development, personnel administration, budget development and
operational oversight. Areas of expertise:
− Scorecard Development, ETL − Budget & Financial Management
− Process Re-Engineering − SLA & Performance Management
− Workforce Mgmt. & Planning − CQI, TQM & Six-Sigma
− Cost & Productivity Controls − Production Optimization Programs
− Business Intelligence Systems − Staffing Models & Scheduling
− Capacity Planning & Forecasting − Off shore Remote Management
PROFESSIONAL EXPERIENCE
WELLPOINT INC. (ANTHEM BLUE CROSS), Woodland Hills, CA 2013 to Present
Manager II, Membership, E&B Reconciliation Unit
Handle member enrollment and billing, operational oversight and development and monitoring of controls for inventory
management and reporting. Serve as advocate with State Exchanges and internal partners to continuously refine member
enrollment process and reconcile member files, premiums and ACA related subsidy amounts.
• Created start-up Department within Anthem, collaborating with healthcare exchanges and enrolling members associated
with Affordable Care Act.
• Established all controls, training curriculums, inventory management and workflows pertaining to enrollment and billing,
ensuring adherence to policies and procedures.
• Developed and administered Individual Performance Management System (IPMS), all auditing processes and reporting
methodologies for Anthem’s Health Insurance Exchange Department, safeguarding quality adherence.
• Hired and trained 120 staff for multiple duties and remotely managed over several locations, improving efficiency and
processing times.
• Received Anthem’s Impact Award for outstanding contributions to enterprise.
BANK OF AMERICA – SAFEGUARD PROPERTIES, Westlake Village, CA 2010 to 2013
Unit Manager, Mortgage Servicing and Field Services
Led operational oversight and management of Property Inspections and Securing, Loss Draft, No Access units and Secure
Authorization Call Centers, servicing all lines of business for national portfolio.
• Established operational controls, increasing efficiencies and reducing errors by 50%.
• Introduced IPMS, improving service levels from low 40s to high 90s.
• Developed Rewards and Recognition system based on performance data, maximizing performance within department.
• Created highly successful research unit, gaining entry to gated or inaccessible properties to protect assets.
COUNTRYWIDE – BANK OF AMERICA, Agoura Hills, CA 2004 to 2008
Vice President, App. Dev. Shared Services, IT Operations

2. Managed IT Call Center Operations, Corporate IT Help Desk (60K+ users) and several off-shore and domestic support teams
including: Remedy and Web Development, Business Intelligence, Technical Writing, ETL / Data Warehouse and Reporting,
Training, Account Management, and Quality Assurance.

3. THOMAS B. SALVAGGIO kimbersal@sbcglobal.net PAGE TWO
COUNTRYWIDE – BANK OF AMERICA Continued)
• Using Six-Sigma process and Extraction Formation Loading, created an Individual Performance Measurement System
(IPMS), applied to over 800 associates.
• Increased production from 78.5% to 97.6%, saving $1.8M in labor costs.
• Increased Quality from 68% to 97%, Service Levels from 70s to 90s and Customer Satisfaction from 59% exceeds
expectations to 80% exceeds expectation.
• Grew Knowledge Objects from 2K to 12K in 2 years, earning Gold Certification in FASTER SE process improvement.
• Selected by General Manager to serve on elite Service Oriented Enterprise team.
ADDITIONAL RELEVANT EXPERIENCE
WELLPOINT INC. (ANTHEM BLUE CROSS), Camarillo, CA
Manager, Client Services, Claims and Customer Service
HEALTH NET, Woodland Hills, CA
Manager, Member Services and Provider Network Mgmt.
KAISER PERMANENTE, Los Angeles, CA
Manager, Clinic and Hospital Operations, Appointment Call Center, Telecommunications, Outpatient Medical Records
ENTREPRENEURIAL EXPERIENCE
CLAY CLUB & TILE TO TREASURE, Woodland Hills, CA 2008 to 2010
Owner-Operator / CEO
Owned and operated a ceramics art studio and retail shop and a subsidiary fund raising enterprise called Tiles to Treasure,
which served schools, private groups and community based organizations.
EDUCATION
Master of Arts (MA) Equivalent, 4-year Fellowship, Business Operations,
Management Action Programs, Sherman Oaks, CA
Associate of Arts (AA), Business Administration, Los Angeles, Pierce College, Woodland Hills, CA
New York State Regents Diploma, Saint Thomas Aquinas Institute, Rochester, NY
SPECIALIZED TRAINING
Management Action Programs, 4-year Fellowship, Sherman Oaks, CA
Calls Management Institute, Annapolis, MD
Kaiser Permanente Management Development Program, Pasadena, CA
Health Net Management University Program, Colorado Springs, CO
WellPoint Management Development Program, Camarillo, CA
Countrywide Senior Leadership Program, Agoura Hills, CA
ITIL Foundation and ITIL Service Management