Melissa Serban

Experience

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  Beverly Enterprise

  Jan 1996 - Jan 2002

  Managing Director
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  Axia College - Western International (University of Phoenix)

  Mar 2005 - Nov 2006

  Facilitator

  • Facilitated and taught undergraduate business courses in Organizational Behavior and Theory, Supervision and Leadership, and Critical Thinking • Developed and guided course dialogue • Evaluated, assessed, and graded postings, checkpoint assignments, research papers, and presentations.

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  Metropolitan Emergency Communications Agency

  Oct 2006 - Sept 2010

  Director, Project Management and Customer Service

  Supervised staff of 15, served as single point of contact for all emergency communication needs for 10K public safety and public service customers and 100+ agencies, including management of the 24x7 customer service helpdesk. Developed role from scratch, utilized expert project management skills. Navigated challenges with clear vision. Adjusted to evolving project requirements. Made informed decisions and built strong relationships. Monitored expenses and optimized resources.• Led and managed 20+ projects for city of Indianapolis. Most notable include: merger between Indianapolis Police Department and Marion County Sheriff’s Department; $120M city-wide digital radio upgrade; City of Indianapolis’ data center upgrade; automated staffing software used by all Indianapolis’ Public Safety departments; upgraded data paging system; and public mass messaging and notification system. Show less

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  Elevance Health

  Sept 2010 - Mar 2024

  Designed, launched, and managed Advocacy Execution Portfolio Project Management Office (PMO) for strategic initiatives and client implementation services through resource management, end-to-end execution methodology, and product definition. Created, synthesized, published, and presented portfolio health, key performance metrics and budget to executives. Led 60+ cross functional teams; matrix managing and influencing associates, leaders, and executives.• Defined and led complex and extended contract negotiation process for new whole health advocacy solution with digital startup vendor, generating $250M in new strategic commercial business.• Established, owned, and led high-value strategic vendor relationship from business case creation with key industry partners for development and launch of new product forecasting $350M ROI for 3M members.• Created robust governance and compliance framework, managing vendor relationship, strategic initiatives, go-to-market sales pipeline, risk management, communications, and delivery effectiveness.• Accelerated product and sales go-to-market launch date by 6 months, meeting strategic organizational growth objectives.• Led design and migration of 10+ employer groups to new tech stack and hybrid operating model, enabling access to new solution offering.• Eliminated $5M in annual financial penalties by accelerating 30% of high-cost claims payouts. Show less Led team’s digital transformation strategy encompassing portfolio management, metrics development, strategic road mapping, executive communications, annual planning, and leadership in piloting and leading new digital solutions.• Evaluated and integrated 200+ third party point solutions and vendors for new tiered pricing and reseller model, generating increased revenue and utilization of preferred vendors.• Drove new digital chat and process improvement initiatives resulting in 90%+ customer satisfaction net promoter score.• Led business unit in creation of new organizational framework, operational processes and change management, budget oversight ($10M), and executive reporting, resulting in high-performing team culture. Show less Provided senior strategic oversight and functional leadership in formation and launch of new PBM subsidiary with C Suite. Managed cross functional matrix team of 50+ consultants, contractors, Elevance Health and CarelonRx associates.• Defined and stood up three new business units; created innovative implementation solutions and workflows, established operational model and strategic vendor processes, transitioned 2000+ pharmacy and contract associates, and identified SLAs and KPIs in support of internal and external operations and growth initiatives.• Increased operational efficiency by 20% and increased customer satisfaction net promoter score threefold by implementing new pharmacy operational model.• Generated $1.5M in annual savings by piloting new learning framework and model. Show less Designed, marketed, and led enterprise-wide immersive Consulting Academy; empowered business partners to cultivate strategic competencies and excel in strategy ideation, problem solving and high-impact execution.• Enhanced core competencies and key skills of ~ 65 internal consultants by managing and refining PMO Centers of Excellence.• Led and managed end-to-end undergraduate and graduate intern program; successfully converted 84% to FT.• Developed high-impact executive presentations and materials, facilitating clear understanding and informed decision-making. Show less Appointed by CEO to lead strategy, development, and implementation of Enterprise-Wide Corporate Crisis Management program in collaboration with Board of Directors, C Suite, and Senior Leaders. Managed team of nine, including all vendor relationships, beginning from RFP process lifecycle.• Established new functional business unit from concept. Defined and implemented operating model, processes, and procedures, supporting organizational effectiveness and strategic alignment.• Eliminated $2.5M from physical security implementation costs through solution optimization and identifying and resolving bottlenecks and redundant resource management. Show less

  • Sr. Director, Client Development, Strategy and Execution

    Dec 2020 - Mar 2024

  • Director & Chief of Staff to Vice President, Enterprise Services Strategy & Digital Transformation

    Dec 2019 - Dec 2020

  • Director, Business Change and Chief of Staff, Pharmacy Services and Learning and Development

    May 2016 - Dec 2019

  • Director, Business Change & Chief of Staff, Business Improvement and Internal Consulting

    Nov 2014 - May 2016

  • Security Operations and Support Services Manger, Corporate Security

    Sept 2010 - Nov 2014
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  Elevance Health

  Jun 2024 - now

  Sr. Director Product Management & Chief of Staff