Mark A. Braley

Experience

• 

  U.S. Army

  Aug 1985 - May 1991

  Flight Engineer (67U)

  Served two enlistments in Mannheim, Germany as an aircraft mechanic (67U) on CH47 (Chinook) Helicopters. I was awarded the Army Commendation Medal for meritorious service and for attaining one of the highest operational readiness ratings in my unit.

• 

  Sedgwick

  May 1996 - Jun 2013

  After 15 years of successfully managing the environmental accounts, I was asked to fill a vacated account manager position with responsibility over 20 municipal workers compensation accounts. In this role I strengthened relationships with our customers, ensuring client satisfaction with our products and services. I served as the primary point of contact for my clients and customers. Through frequent and honest client communication, I kept aware of changing client needs and coordinated with various internal departments to proactively offer solutions to anticipated problems.♦ Coordinating with internal data analysts, I helped develop a program scorecard in Excel (advanced pivot tables) to provide clients with a single source, mineable summary of the status of their programs.♦ Built strong relationships with clients that grew accounts and retained contract renewals despite vigorous competition.♦ Trained client customers in the use of our proprietary software so that they could maximize the ROI from our products and services.♦ Using system reports and queried datasets, I performed program analysis for all clients to track savings, demonstrate the effectiveness of our services, and to proactively identify opportunities for improvement, which might also produce additional sales for the company.♦ Collaborated with clients and internal operations teams to design and deliver services and products customized to client needs. SKILLS: Client relationships, Customer service, Account management experience, Data analysis Show less In 2004, I was assigned operations and account management responsibilities for both environmental accounts located in our Boston office and onsite in our client’s Richmond office.In this dual role position, I interacted with our clients daily, creating strong relationships with them. I was responsible for growing business with clients and ensuring their satisfaction with our products and services. I also oversaw contract renewals and bids. As the operations manager, I supervised staff for both offices and ensured compliance with client expectations.♦ Resolved problem of high turnover by completely revamping the recruiting and performance management procedures for my units. After updating position descriptions, I drafted new job postings and developed more precise interview questions. I also designed a weighting and scoring form to ensure hiring decisions were based on standardized and quantitative measures. New performance expectations promoted clear understanding of expectations and goals. Turnover was eliminated altogether for the next two years and performance was greatly improved. ♦ Drafted procedures manual for the Virginia program and created a version control process for that manual modeled after the process used in Army aviation maintenance manuals.♦ Developed accountability processes for the MA program based on the Four Disciplines of Execution. As a result, during the first year of implementation, our team's output surpassed client expectations while morale soared.♦ Collaborated with our client, staff, and internal software developers to design and release a new claims processing program. The new software automated much of the review process and improved accuracy and consistency of perfromance results.♦ Built close relationships with clients and customers, demonstrated by our receiving the highest scores possible in annual client satisfaction surveys. Consequently, we were awarded contracts from both clients at every renewal opportunity. Show less I initially joined Sedgwick as an environmental claims examiner in our Boston, MA office and quickly moved up to a supervisory role. As one of the first examiners hired for this position, I was instrumental in developing, streamlining, and documenting the claims review process. Then in 1999 I played a key role in winning the bid for a new contract with the Commonwealth of Virginia’s Department of Environmental Quality. I relocated to Richmond to supervise the processing team retained from the previous contractor. Based in our client’s office, I quickly learned the importance of building strong client relationships.♦ Designed form letters and macros to improve quality, consistency, and efficiency of written communication, saving the claims review team hours of writing each day.♦ Redesigned claims review process to streamline and automate wherever possible. The original system required 12 staff to produce less than 100 claims per month, with an average processing time of about 90 days. Two years later, four staff were processing between 250 and 300 claims per month with an average processing time of less than 30 days. As a result, we cut costs for the State while improving profitability of the unit.♦ Developed, tested, and implemented new processing software. Designed scenarios and protocols for beta testing.♦ Using Oracle Discoverer, VBA Excel, and Microsoft Access, I developed an automated billing processes that reduced the invoicing process time from two days to 20 minutes.♦ Drafted three subsequent RFP responses to DEQ, each resulting in a contract renewal.♦ Built strong relationships with DEQ staff so that the onsite Sedgwick team could perform as part of the DEQ team, not as an isolated third-party administrator.♦ Managed teams that received the company's highest scores in annual Employer of Choice surveys 8 consecutive years.SKILLS: Relationship building, Innovative thinking, Collaboration, Process development and improvement Show less

  • Manager of Client Services

    Jun 2011 - Jun 2013

  • Operations/Program Manager (MA UST and VA UST Accounts)

    Jan 2004 - Jun 2011

  • Program Coordinator (VA DEQ UST Account)

    May 1996 - Dec 2003
• 

  New Life For Youth

  Jul 2013 - Nov 2017

  Director of Operations

  New Life For Youth is a faith-based nonprofit organization devoted to saving youth from drug and alcohol addictions. After volunteering for several months, I joined the team as the Director of Operations. My objective was to bring organizational structure through well-defined and clearly documented procedures and maintain them with accountability. Working autonomously, I applied my skills and experience to promote efficiency and consistency so that the program can continue to help youth for many years to come.Some of my achievements in this role include: ♦ I introduced Office 365 for all staff to resolve communication problems caused by inconsistent and discordant use of personal email accounts. Using SharePoint team sites, I created a single point of reference for procedures, policies, and shared file storage.♦ Managed implementation of Salesforce CRM to be the new donor database and repository of all student records.♦ Transitioned financial software to QuickBooks online resulting in more accurate tracking of finances.♦ By customizing and applying the EOS model, I initiated the development and documentation of formal operating procedures that will ensure consistent outcomes for the future.♦ Collaborated with Verizon Wireless and Nova Mobility to establish a wireless means of accepting credit card donations for our regional outreach teams. Revenue from donations have more than doubled since putting the wireless credit card readers in the field.SKILLS: Customer service, Relationship building, Management experience Show less

• 

  Dominion Solutions, LLC

  Aug 2013 - Jul 2015

  Principal Consultant

  I launched this consulting company so that I could share my operations management experience with local small businesses. I helped them design and implement procedures, policies, and systems that improved their efficiency and output while preserving quality and consistency.♦ Designed and put into effect a recruiting process that reduced cost and employment times for a local small business.♦ Consultant to VA DEQ for claims processing software revisions and upgrade.SKILLS: Customer service, Relationship building, Problem solving Show less

• 

  Papa Murphy's International

  Nov 2017 - Apr 2019

  Operations Manager

  As the Operations Manager for Richmond, VA area Papa Murphy's Pizza stores, I was responsible for recruiting, hiring, onboarding, and training crewmembers. I was also responsible for developing the training program and ensuring store managers implemented that plan effectively.

• 

  ChildFund International

  Sept 2019 - now

  Manager of Sponsorship Services