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CAROL LIVINGSTON

Phoenix, AZ 85020

Experienced, Results Oriented Executive

Expertise

Extensive executive management and leadership experience in


areas of data and delivery operations, customer service, and
client/vendor management within the healthcare data management
and information systems industries. Proven expertise managing
multimillion-dollar budgets, building strong, multi-dimensional
operations teams, solving business problems while improving
business results. Results driven and processes focused; driving
operational outcomes and process improvements by building high
performance teams. Engaged operational leadership driving strategic
initiatives. Dedicated leader with outstanding communication skills
and a proven record of accomplishment of success in motivating
large teams, increasing efficiency, reducing costs, and ensuring
customer satisfaction.

Cell: (602) 370-2662


C.Livingston@cox.net

Executive Leadership
Profit & Loss
Business Analytics / Decision Making
Client Management
Vendor Management
Strategic to Tactical
Operations & Delivery
Process Optimization
Staff Development
Service Delivery Life Cycle
Crisis Management
Mentorship Program Development
Program Design & Execution

Experience
SYMPHONY HEALTH SOLUTIONS Phoenix, AZ
A leading provider of pharmaceutical market data.

1992 Present

Vice President, Customer Operations (2007 present)


Oversee up to a $15 Million annual budget and 170 employees in the data -management, statistical-services, clientdelivery, and operational PMO groups. Drive and execute strategic initiatives to meet business objectives. Provide quality
and sound resolutions to business needs. Act as business executive sponsor for major initiatives including significant software
development initiatives.
Lead operations, foster quality-improvement initiatives, and support sales. Operate as go-to-person to overcome
obstacles and build alliances.
Worked across C-Suite, executive leadership and senior management concerning matters of significance to the company,
providing recommendations that have significant impact on the overall success of the organization.
Set division goals and expectations: link them and drive department and team execution.
Ensure customer satisfaction with on-time and accurate delivery of over 2000 client deliverables each month.
Oversee, mentor and develop staff into high caliber work teams.
Drive process improvements and quality initiatives to reduce cycle time, eliminate costs and enhance the client experience.
Establish, monitor, and advance division metrics driving constant performance improvements.
Create or participate in development of client proposals, RFP/RFI and SOWs often creating new innovative solutions.
Present new and existing capabilities to clients.
Key Accomplishments

CAROL LIVINGSTON

Phoenix, AZ 85020

Cell: (602) 370-2662


C.Livingston@cox.net

Offshored unique, proprietary KPO/BPO functions maintaining 90% employee retention during initial migration. Developed
extensive provider SLAs with penalties, cures and incentives. Saved $825K in initial migration; $1.6M in subsequent 2 year
period.
Eliminated or repurposed 44 on-shore headcount while only adding 26 off-shore through extensive capabilities
development creating an overall HC reduction of 19.
Reduced new-client establishment time by 25%, data-provider implementation 60%, and sales delivery turnaround time
from 8 days to 2.5 days. Revamped a weekly process to reduce manual effort by 85%.
Automated the quality-control process, reducing delivery cycle from 48 to 12 hours.
Created a company-wide career mentorship program to establish a career path for operations staff. Engaged other
department leaders to develop internships and train operations staff for new key functions such as project management,
business analysis and management. Developed and promoted 50% of participants after one year.

Vice President, Government Affairs, Wolters Kluwer Pharma Solutions (2006 2007)
Successfully navigated unknown territory for Companys first endeavor into Legislation that threatened the business across
multiple states as well as federally. Led a cross-functional group, including the Assistant General Counsel and Marketing
Communications Director, to address growing threat. Worked with industry peers to establish a consortium to unite efforts.
Supported Amicus Briefs, worked with lobbyists, educated legislators, and testified at hearings. Trained in media relations.
Key Accomplishments

Educated state legislators from across the United States on the perils of restricting anonymous data from the
healthcare industry.
Co-invented beta product concepts and went on road-show to seek client input.
Testified in 2 state lawsuits reversing bills that restricted data from the pharmaceutical industry.
Built a presence in government affairs within 8 months, establishing the respect and confidence of clients.
Initiated and formed the first alliance with industry competitors to develop stakeholder-engagement strategies.

Vice President, Account Management Services, Wolters Kluwer Pharma Solution (2005 2006)
As member of Leadership Team, managed customer relationships and ensured customer service expectations were
met or exceeded. Met sales goals through leadership of the Account Management team responsible for customer satisfaction,
contract renewals, issues/inquiry resolutions, upsells, organic growth, and solution development. In conjunction with Sales VPs
and their NADs, developed and drove client account plans with multi-year strategies and quarterly tactics with revenue
projections. Collaborated with Sales Vice-Presidents to create and execute sales programs and incentive compensation
programs and training and mentor sales and services staff. Oversaw client training and sales-related accounts receivables.
Key Accomplishments
Designed and facilitated client advisory boards and forums addressing key governmental or regulatory issues.
Initiated the re-launch and re-engineering of client satisfaction surveys, and developed client training programs.
Delivered against action plans that were developed from results of client satisfaction surveys.
o This played a key role in the customer service staff attaining more Presidents Club awards than the Sales
team that following year which was unprecedented
Reduced outstanding accounts receivable by 80% within 6 months.

Vice President, Data Development & Management, NDC Health (2000 2005)
As member of Leadership Team, oversaw Profit & Loss for a $6 Million annual budget and managed 70 employees,
including five Directors. Led a team that received and processed more than 250 unique provider datasets and maintained the

CAROL LIVINGSTON

Phoenix, AZ 85020

Cell: (602) 370-2662


C.Livingston@cox.net

business infrastructure and processes for all products and services. Managed data acquisition, data integration, database
infrastructure, statistical services, quality assurance, and software development for the companys proprietary systems.
Spearheaded projects focused on streamlining workflow and reducing errors. Assessed acquisitions and mergers through
confidential due diligence, including in-depth contract review and cost-reduction assessments.
Key Accomplishments
Named to the Presidents Club
NDCHealth Manager of the Year recipient for Quality Improvements in 2000.
Collaborated with the IT Vice-President to implement an automated program that reduced client-visible errors 75%.
Cut production cycle time 40% by automating and improving processes.
Led a major system re-engineering effort for HIPAA that became the standard used by sister companies.

Manager through Senior Director - Healthcare Analytics, NDC Health (1994 2000)
Senior Business Analyst - Healthcare Analytics, NDC Health (1992 1994)

Education: ARIZONA STATE UNIVERSITY, Tempe, AZ, Bachelor of Arts Degree in Organizational Communication