Mitchell Allen, CSSBB, PMP

Experience

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  C&C Painting and Wallcovering

  Sept 2011 - Jul 2012

  Project Manager

  Oversaw various phases of the construction process, making sure the project was completed on time and within scope and budget. Performed quality reviews to ensure the work met the compliance standards and customer expectations.Maintained high customer satisfaction rate.Completed projects within scope and budget.

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  Timber Creek Golf Course

  Aug 2012 - Aug 2013

  Online Merchandise Manager

  Designed and implemented both online and the brick-and-mortar golf store marketing tactics.Successfully implemented the pro shops first online store and managed all the sales and customer support.Redesigned the employee onboarding process which reduced the training time and improved the accuracy of opening and closing procedures for the brick-and-mortar pro shop store. Imbedded a culture of continuous improvement amongst the golf course staff.

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  Blue Shield of California

  Aug 2013 - Nov 2017

  Redesigned the intake process for manual checks that saved the company $180,000 annually, reduced customer abrasion, and reduced overtime by the cost of one fulltime employee. Designed an effective date calculator that reduced the 200+ errors made each month by 40%. Facilitated strategy and planning efforts that led to the creation of a full scale in-house introductory and advanced business process improvement training program, that upskilled hundreds of Blue Shield employees. Coached multiple advanced business process improvement cohorts through the successful completion of an operational project, utilizing the lean and Six Sigma tools.Created an entire suite of charts and data visualizations for the enrollment department and taught the leaders how to utilize for actionable insights to their team’s performance. Show less Provided statistics and reports to various levels of leadership.Performed quarterly and annual performance reviews to build on employee’s strengths and help them achieve both personal and career goals.Managed a team of 30+ fulltime employees. Assured quality customer service was provided through real time coaching and feedback.Successfully managed the engagement and morale through the combining of two separate billing teams, discontented with each other, into a thriving team with a singular focus. Negotiated repayment plans for key delinquent account, resulting in the recovery of millions of dollars of unpaid premiums. Maintained a monthly team quality performance of above 98% accuracy. Show less

  • Senior Business Analyst

    Sept 2014 - Nov 2017

  • Operations Supervisor

    Aug 2013 - Sept 2014
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  Health Net

  Nov 2017 - Dec 2023

  Led 20+ executives through goal creation and strategic priority planning to ensure efforts were focus on critical areas that led to the overall company successes in 2023.Built and implemented an executive-level Quarterly Business Review to foster ongoing team engagement and goal tracking.Created a system to track, approve, report, and reconcile 100s of grants with real-time reporting while reducing hours of monthly manual data consolidation efforts.Designed a new CA Market process to review and assess requests for integrated enrollment materials, removing 100s of emails and creating real-time progress reporting. Show less Designed and implemented an accounts receivables process resulting in $51MM retrieved within 2 months.Increased large group commercial sales by $17MM, reduced turnaround time by 2 days, reduced the decline to quote metric by 16%, and increased the close ratio by over 4%.Drove 50% reduction in the Commercial Group Proposal Team ($400K hard savings) and reduced the number of steps to complete a proposal by over 33% with no loss of productivity.Discovered and implemented a system update that automated over 1000 manual workarounds, with a savings of over $132K annually. Redesigned the account management team job profile, reducing the time spent on customer issues by 50%, and shifted the focus to in group growth and retention. Built a customer service Employee Empowerment Program focused on increasing call representatives’ ability to serve the customers immediate needs, which led to a 5% improvement of the First Call Resolution metric. Redesigned the user acceptance testing process, alleviating the severely backlogged team to write, test for thousands of defects enabling IT to hit their deadlines and improved the portal experience for our members. Show less

  • Strategy and Planning Manager

    Apr 2022 - Dec 2023

  • Lead Business Process Improvement Manager

    Nov 2017 - Apr 2022
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  Golden 1 Credit Union

  Feb 2024 - now

  Principal Process Architect Lead

  Identify opportunities for automation, digitization, and technology integration to improve process efficiency. Collaborate with Business and IT teams to implement technological solutions that enable and align with process enhancements.Collaborate with cross-functional teams to understand current customer journeys, business processes and workflows.Oversee cross-functional projects, processes & workflows, including mergers, acquisitions, partnerships and other strategic initiatives.Support the strategic planning process: identify key business drivers and enable data-driven decision-making to prioritize initiatives and goals Show less