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Milika Freeland Operations DirectorEMAIL AVAILABLE PHONE NUMBER AVAILABLELINKEDIN LINK AVAILABLE Washington DC, Metropolitan AreaHighly driven, performance focused leader with broad based experience in operations and healthcare industry. Expertise in overseeing daily operations, managing teams and leading continuous operational improvements. Known for attention to detail, customer service, and optimal operational management. Accomplished at implementing processes that improve efficiency while overseeing complex projects that drive organizational performance.Areas of Expertise include:Project ManagementData AnalyticsProcess ImprovementsLean Six SigmaChange ManagementStaff Training & DevelopmentSystems AnalysisResource PlanningQuality AssuranceInternal Audits & ControlsCustomer ServiceRisk ManagementProfessional ExperienceCAREFIRST BLUE CROSS BLUE SHIELD Washington, DCOperations Manager, Sep 2015-January 2019Lead technical operations for largest healthcare insurer in Mid-Atlantic region, serving 3.4M members.Significantly improved leadership index scores for 12 DC based employees, from 45% to 95% first year and to 99% in second year while attaining a 100% employee engagement score.Saved 5% over multiple business units by developing detailed process improvement standards.Delivered clear line of sight to executive team on organizational change and improvement performance metrics by establishing new data metrics and reporting analysis.Tapped as founding member of Focus DC unit, tasked with elevating Washington DC based workforce and improving integration of underutilized talent.KAISER PERMANENTE Rockville, Maryland 2011-2015Performance and Reporting Manager, Jan 2013-Sep 2015Pioneered performance metric reporting initiatives for enterprise-wide corporate teams of regionally based healthcare consortium, successfully tracking against continuous improvement goals.Saved 1.5% of total annual revenue by leading process improvement team in identifying and addressing interdepartmental deficiencies and organizational gaps.Managed team of 10 in transforming analytical reports into actionable data used to drive change and increase overall division service scores by 10%.Senior Business Consultant/Project Manager, Aug 2011-Jan 2013Collaborated with executive leadership team on shared services initiative, resulting in elimination of redundant functions and improved use of resources.Created project plans and peer assessments for team building and employee relations initiatives.Established training programs for clients of new and enhanced applications while serving as product SME.ULLICO INC. Silver Spring, MarylandProject Manager, Mar 2009-Mar 2011Increased sales by 10% within first year by transforming an information-only website to an online enrollment website.Secured 5% in lost departmental revenue by restructuring and reconciling financial expenses and revenues.Managed conversion team in transferring existing website platform to a third-party administrative platform, leading to an increase in financial revenue via Internet marketing.SUNGARD CONSULTING SERVICES Baltimore, MarylandTechnical Business Analyst, Jun 2008-Mar 2009Supported redesign of system applications for United States Department of Treasury by creating detailed text and prototypes for software developers.Led system upgrade for key client using C++ programming and standard organizational software application tools.DOCTORS COMMUNITY HOSPITAL Lanham, MarylandMaterials Management Coordinator, Dec 1999-Jul 2008Managed procurement operations for private, non-profit, 300-bed hospital serving 90,000 patients with a wide range of inpatient and outpatient services.Received Standard of Service Excellence award in recognition of outstanding service and ethical business practices.Education & TrainingMaster of Business AdministrationUNIVERSITY OF MARYLAND UNIVERSITY COLLEGE College Park, MDMaster of Science in Technology Project ManagementUNIVERSITY OF MARYLAND UNIVERSITY COLLEGE College Park, MDBachelor of Science in Information Science and Computer Studies (Deans List)UNIVERSITY OF MARYLAND College Park, MDAssociate of Science in Information SciencePRINCE GEORGES COMMUNITY COLLEGE Largo, MDCertificationsRecipient of Harvard Business School Principled Leaders Oath CertificateProject Management Certificate, University of Maryland University CollegeAdvanced Level Proficiency Certification: Microsoft SharePoint, Word, Project, Excel, PowerPoint, Outlook, Visio, Comp USABusiness Analyst Development Training Course Certification, B2T Training Inc.Technical ExpertiseSQL, Visual Basic (VBA), C++, JAVA, ITIL, Cloud Technology, Salesforce,Microsoft Office Suite, Visio, Project, SharePoint, Access, Lotus Notes, Google Analytics, Oracle, PeopleSoft, MeditechProprietary Requirements Gathering Tools:Xcelys, Diamond, MACESS, Jedi, Maat, Mantis, Jing, Spider, ULL Portal, Lawson, Facets, and Broker Express