Tony Jossart

8673 N 62 St, Brown Deer, WI 53223

(414) 426-3696, tjossart@sbcglobal.net

Career Summary:
I am a reflective and creative leader with strong analytical and problem solving skills. I have a
proven track record of meeting challenges and bringing solutions to problems. I have
progressive experience working with cross-disciplinary specialists and developing innovative
business solutions. Further, my experience includes strategic and tactical planning, performance
management, process improvement, policy & procedure development, metric development and
measurement, project management, change management, organizational development, process
evaluation and design and business relationship management.

Key Skill Summary: Innovation, Organizational development, Performance management,

Strategic planning, Tactical execution, Training, Process improvement, Customer service,
Reporting, Job analysis, Research, Problem solving, Procedure development, Employee relations,
Change management, Leadership, Resourcefulness, Adaptability, Project management, Business
relationship management, Oral and written communications, Computer and technology
proficiency

Patient Care 2006-2009

Healthcare advocacy organization focused on advocacy, consumerism and education

VP of Advocacy (Customer Operations)

I provided strategic leadership and tactical direction in managing a customer service department
that delivered high touch services to over 200 clients on all issues related to the use of the
healthcare system and their health insurance. I delivered cost effective value to stakeholders by
developing quality standards for key performance indicators, implementing and managing service
delivery standards, designing service delivery operations and systems, working as part of the
senior management team to develop and implement strategic service delivery plans and leading
cross-functional teams in developing and implementing improved internal and external
organizational processes.
• Provided leadership and oversight to staff, projects and daily operations
• Increased operational efficiency over 50% by implementing a structural redesign of the
service deliver system based on best practices, key performance indicators and a
measurement system
• Contributed to revenue growth by building a scalable customer operations department that
went from servicing 40,000 customers and their family members to servicing over 300,000
customers and their family members over a 3 year period
• Managed cross-functional teams that developed policies and procedures giving direction
on cross departmental processes
• Reduced issue resolution time by 51% by implementing innovative operational solutions
• Increased on time customer follow ups from 73% to 99.9% by implementing innovative
operational solutions
• Reduced service issues aged over 90 days from 42% to 9% by implementing innovative
operational solutions
• Recruited, hired and oversaw the employee training processes
• Led a Change Management effort to create a training department with a focus on
continuous staff development, developing key service delivery behaviors and bringing the
company culture to life
• Worked with the company trainer to design and deliver employee development programs
-both group sessions and individualized performance improvement plans
• Provided the design direction and oversaw the creation of a departmental intranet site
which housed complete job management tools and resources as well as company news and
forms
 • Implemented a “Raving Fan” customer service delivery model that produced an explosion
of unsolicited positive (Raving Fan) customer feedback
• Developed departmental budgets and consistently delivered within those budgets
• Developed and implemented a quality assurance program directly linking key
performance metrics and employee behaviors to a reinforcement system
• Developed and implemented a pay for performance program that aligned employee
performance with key performance indicators rewarding top performers while reinforcing
a culture of ownership
• Designed and implemented a mentorship program which resulted in increased job
confidence and higher retention for new employees out of training
• Worked directly in a cross-functionary consultative capacity between system end users and
IT to define requirements for an upgrade to Siebel 7.7 resulting in increased navigational
ability and greater service efficiency as well more robust reporting
• Set the technology direction by making the business case for, securing funding, defining
requirements, purchasing and implementing an ACD and call recording system
• Presented strategic and tactical service delivery plans and results to the senior management
team and the board of directors

HSA Bank 2005-2006

Largest bank custodian of Health Savings Accounts (HSA) in the United States

Business Relations Manager

I managed a 12- member team of business relationship coordinators while reporting to the VP of
Sales and Marketing. I implemented structure in an upstart organization by creating and
documenting workflows and procedures, designing business relationship management tools and
initiatives, contributing to the strategic direction of the organization and communicating strategic
and operational initiatives to employees in support of organizational goals.
• Defined competencies and developed three levels of job descriptions for the Business
Relations unit facilitating career tracking and succession planning
• Developed and tracked daily performance metrics and used them to monitor performance,
provide feedback and establish service goals linked to key performance indicators
• In response to an undocumented work environment, I initiated and managed the
development of procedures and workflow processes
• After only three weeks on the job, I developed and presented to senior management a nine
point business plan for the Business Relations unit addressing service, training and
performance objectives that was approved in full
• Improved organizational effectiveness by developing a system to coordinate customer
orders

Assurant Health Insurance 1998-2005

Assurant Health is an Assurant Inc. company – a $7.4 billion Fortune 500 company and provider
of small group, individual and specialty health insurance products

Premium Services Supervisor 2003-2005

I managed the daily activities of a diverse 16-member team consisting of three different
functional service units. Through the use of a performance management system, my teams
consistently met or exceeded service and production goals. I served as the primary customer
operations contact on several key business-to-business relationships.
• Compiled, analyzed and reported monthly performance results to senior management
identifying service trends and recommending action
• Reduced unit cost under my direct supervision by 16% over a 3-month period by leading
an effort to convert all procedures to an electronic format and coaching
• Served as the primary customer operations contact for business partnerships with Rogers
Benefit Group and UMB Bank
• Conducted proactive service calls to distribution channel partners to collect feedback,
identify service opportunities and develop collaborative working relationships
License &Contract Administrator/Renewal Specialist 2000-2003

License & Contract Administrator 1998-2000

Education:
• MBA with an emphasis in Change Management - UW-Milwaukee
• BS in Psychology - UW-Oshkosh