Wendy Klotz

Experience

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  Discover Financial Services, LLC.

  Jan 1995 - Jul 2003

  Integrated 2 independent teams into one homogenous support team supporting the varying technologies: UNIX, Solaris Sun, XML, JAVA and Concerto dialers. Developed and managed entire dialer technology financial plan in excess of $8M. Directed the design and construction of all dialer technology facets within 6 call centers for 6,000+ users. Directed recommendations and guided business decisions regarding multiple dialer disciplines including: call blending, campaign management, call blasting and event reporting. Facilitated proof of concept testing and recommendations of 3 different dialer technologies: Avaya, in-house dialer on UNIX platform and Concerto. Met all target goals by identifying and tracking high-risk areas, by implementing risk mitigation early and contingency plans as needed through proof of concept technical and architectural prototyping, and by maintaining constant communication with project/program stakeholders. Show less Installed, integrated, maintained and supported Aspect phone switches, Witness Call Monitoring Systems and Telecenter (TCS) Workforce Management application.Built out a telecommunications lab. Managed 3 significant vendors: Aspect, Avaya and Witness. Coordinated all Y2K testing efforts and documentation for the telecom platforms. Successfully negotiated enterprise contract for call monitoring application. Project manager for installation of call monitoring systems for 12 call centers located across the US. Show less Coordinated IT and business resources for customer service. Identified and worked with users and IT partners to correct systems problems and recommend solutions. Defined systems enhancements required to improve service levels and field productivity. Worked with field senior management to monitor service levels and develop programs to meet service level expectations. Communicated policies and procedures in support of operation and marketing strategies. Played key role in translating technical speak into business terms that could be translated into actionable strategy. Show less

  • Infrastructure Manager

    May 2001 - Jul 2003

  • Lead Systems Analyst/Programmer

    Dec 1998 - May 2001

  • Operations Manager

    Dec 1997 - Dec 1998

  • Regional Customer Service Call Center Manager

    Jan 1995 - Dec 1997
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  Credit card issuer and electronic payment services company

  Jul 2003 - Jul 2009

  Application Development Senior Manager

  Managed a team of (onshore and offshore) programmers (ColdFusion, Java, MySQL, Perl) developing and supporting web applications.Supported in excess of 150 applications.Contributed upwards of $5 MM annually toward cost reduction.Created and executed a 2-year strategic plan.Managed annual operating expenses to within 10% of plan year over year.Collaborated with clients, IT partners and vendors to maintain speed of receivables and prevent interruption of services to clients. Wrote goals, quarterly reviews and performance evaluations, training plans and development plans for all direct reports. Guided the team through four technology upgrades including a NT to Solaris and a Solaris to Linux platform migration. Show less

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  Optum Technol

  Jan 2010 - Sept 2018

  Senior Manager - Software Engineering

  Sets team direction, resolves problems and provides guidance to members of own team.- May oversee work activities of other supervisors.- Adapts departmental plans and priorities to address business and operational challenges.- Influences or provides input to forecasting and planning activities.- Product, service or process decisions are most likely to impact multiple groups of employees and/or customers (internal or external).

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  UnitedHealth Group

  Feb 2023 - now

  Chief of Staff

  Managed a team of 23 (onshore and offshore) programmers (PL/SQL, Java), across two different applications supporting front end and back end encounters processing and financial reconciliation and billing processes.• Identified and implemented automation opportunities for many processes resulting in, at a minimum, 20% faster or improved performance.• Expertly managed 20-30 concurrent projects,• Maintained 100% compliance with all due dates.• Completed process definition, documentation and training for RAM and NEMIS groups to support new audit guidelines to maintain and simplify departmental compliance.• Received highest Vital Signs (employee opinion survey) results in the department (manager effectiveness – 97%, employee engagement – 97%).• Only one turnover in last 3 years.• Conducted semi-annual performance evaluations and established goals and training plans for all employees.• Key resource is defining and hiring newly added design consultant position to the department. Show less