TRACY SARALLO

OPERATIONS/WELLNESS DIRECTOR
~ Offering a unique blend of education, certifications, and real-world experience helping companies attain their goals. ~

linkedin.com/in/tracysarallo | tracy.sarallo@gmail.com | (214) 551-2988

CO RE S TR EN G TH S

V AL UE OF F E R :

Operations Management & Support

Strategic Professional with advanced knowledge of cultivating

customer relationships, operations management and a passion for
promoting wellness in companies and teams. Deep understanding of
the impact of teamwork and collaboration to business success. Ability
to facilitate communication to positively impact the bottom-line by
boosting employee satisfaction, employee engagement, and successful
performance. Certified in personal training, yoga, and fitness nutrition.

Vendor Management and Contract Negation

Staff Development: Hiring, Coaching & Mentoring
Wellness Professional
Yoga Instructor and Personal Trainer
Quality Audit/Assurance Processes
Strong Transformational Leadership
Project Management
Strategic Planning & Implementations
Six Sigma Green Belt/Process Improvement
Budget Management & Cost Control
Global Initiative Rollouts / Offshore Operations
Training Development (Traditional & E-Learning)
Business Case Development
Goal Setting / Establishment of KPIs
Stakeholder Communication (Written and Verbal)
Multi-level Communication
Leadership and Management

EDU CA TI ON
University of Phoenix
Master of Science, Adult Education and
Distance Learning
Graduated with a GPA of 3.97/4.0.
National Lewis University
Bachelor of Science, Business Management
Graduated with a GPA of 3.86/4.0.

CER TI F I CA TI ON S
Six Sigma Green Belt Certified
Toastmasters Bronze Certified
Yoga Instructor Certified
ISSA, Personal Trainer
ISSA, Certified Fitness Nutrition Specialist
ISSA, Certified Personal Trainer, 2014

With transferable leadership experience in Healthcare. Recognized for

financial and business acumen while managing multiple projects
simultaneously. Ability to manage customer expectations, while
resolving customer issues in customer service, implementations,
contracts, and claims processing. Successfully led multi-site onshore
and offshore teams, managed multimillion-dollar budgets and led
performance improvement projects using Six Sigma tools.
Able to influence/communicate with all levels of staff, to discuss
opportunities and ways to work more efficiently, while meeting
customer needs and business goals. Adaptable and flexible
management style, with a proven track record in successfully leading
teams while focusing on individual development and outcome targets.

REL EV AN T E XP E RI EN CE :
Sunstone Fit/BodyPuzzler, Frisco, TX
Trainer/Yoga Instructor, 9/2015 to present
Teach and train individuals and groups of all ages, to successfully
move toward wellness goals. Eager and ready to return to corporate
work that blends passion for management, operations, health, and
wellness. Assisted clients with 50% reduction in weight, 30% increase
in muscle and 100% adaptation to healthier lifestyle.
Optum Health Insurance Company, Frisco, TX
Director Quality and Training Operations, 03/2007 to 09/2015
Led staff of 150 to support over 1K operations staff onshore and
offshore in multiple locations. Built strong relationships with all levels
of management through honest and effective communication.
Key role in planning, developing, and monitoring business unit that
audited insurance claims to ensure the companys financial well-being.
Managed a budget of $5-10 million.
Created entire quality and training department for Optum. Position
entailed extensive coaching, mentoring, communication, and
delegating, hiring and cross-functional collaboration.
Scored 100% in managerial effectiveness survey
Averted $49 million in erroneous payments
Achieved a 13% improvement in quality, through quality summits,
rapid decision-making and six sigma techniques
Generated $1million savings by initiating off-shore auditing

 CON TI N U ED

TRACY SARALLO PAGE 2

tracy.sarallo@gmail.com | (214) 551-2988

REL EV AN T E XP E RI EN CE (c o n ti nu e d ) :
United Healthcare Insurance Company, Plano, TX
Director, Global Operations, 03/2003 to 02/2007
Implemented first claim processing site in India. Grew site by 200%, exceeding all forecasts. Set up customer service auditing
operations in the Philippines. Led onshore staff of and offshore staff of over 1K, managed a multi-million dollar budget, while
partnering with the vendor to ensure success. Role entailed extensive coaching and mentoring, vendor partnership management,
process improvement, infrastructure development, and project management. Ensured high employee morale and strong
communication each step.
Implemented first claim processing site offshore, achieved self-sufficiency within a year. Hired and developed sites leadership
team. Strong ability to influence leaders globally while working with all levels of employees.
Overcame cultural barriers to train offshore staff to do their job effectively. Strong relationships developed with vendors,
management and departments through collaboration, communication and KPI monitoring.
Increased site quality and by 30% through facilitating vendor quality meetings, using Lean Six Sigma techniques and analytical skills.
Guided vendors to exceed all domestic targets by 200% to 500%, generating additional cost avoidance of $10 million
Grew offshore staff 700%+ in 2 years, while exceeding quality and productivity targets during each step to ensure success as the
training ramp progressed. Ensured the vendor was set up for success.
Initiated and negotiated contracts, while ensuring compliance and accurate invoice process.

EARL Y CAR EER H I S T OR Y:

MetLife/Allstate, Rochester, NY
Director, Global Training
Managed trainers and instructional designers across the US. Ensured world-class support to operations through feedback, continual
changes based on customer review, ensuring the successful performance of new hires.
Reduced training timeline by 30%, increased quality of new hires by 5%.
Moved from paper binder to online instruction, saved $300K. Implemented online coursework and saved $200K.
MetLife/Allstate, Schaumburg, IL
Manager, Operations
Directed customer service, claims processing, quality, and training teams to exceed customer expectations and KPIs. Managed staff
of 60-100 and a budget of $3 million. Ensured the highest employee satisfaction while incorporating customer feedback.
Played a lead role in claims team facilitation guide to assist domestic trainers working in a global training environment and
coordinated effective domestic training to move multiple functions offshore for the first time in company history.

P ERS ON AL S T A TEM E N T:
Im passionate about wellness, and a big believer in doing whatever it takes to make people and companies healthier and get the
job done quickly, safely, and efficiently. For me, that means following protocol when it makes sense and refining processes when
there is opportunity for improvement. I take pride in the relationships I build with my staff members and customers, never losing
sight of their needs. Because of that, they feel valued and want to do the best job they can.
In short, I wake up every morning ready to work hard and looking for ways to work smart. The result has been improved
performance for my employers, as well as their internal and external customers, in every job Ive held.