BIO The DJG Story Debi J. Gilmore _____________________ Ms. Gilmore earned her Masters of Project Management Degree, with Honors, from Keller Graduate School of Management in Chicago. She earned her Bachelor of Science Degree in Health Services Administration from Florida International University in Miami, where she received the FIU Academic Award of Achievement. Following nominations by faculty, she was featured in The National Dean’s List. Core Markets Insurance Healthcare Call Center Special Projects Core Services Business Consulting Operations; Assessments Cost; Process Improvement Automated Underwriting; Tele-Underwriting and Evidence Cost Analysis Call Center Development, Call Center Optimization Project Management Program Management Outsourcing; Vendor Selection & Management Diversification Strategy, Growth Initiatives Market Research Research and Surveys Accomplishments continued in her professional career as she received the “Who’s Who in Sales and Marketing” distinction and was published in the 21st Edition of “Who’s Who in the South and Southeast”. Over the course of her corporate career, she continued to meet and exceed expectations and earned several outstanding achievement and performance awards. Ms. Gilmore began her career as a Practice Manager for a physicians group. She continued in Healthcare when she joined a national staffing company specializing in nursing, home health care, and medical testing services. This foundation of general management experience included management of multi-product and multi-site branch operations, recruitment, training, establishment of Best Practices, P & L management, marketing and sales. Within two years, she was promoted to Regional Director providing multi-site support in both Sales and Operations. In this role, she redesigned the procedure flow system for order processing, which was then adopted as an operating standard for the company nationally. In addition, she established and implemented a highly effective Sales Territory Management Program, including the publishing of a supporting Sales Strategy and Training Manual, which was adopted nationally. Ms. Gilmore actively participated at the local, state and national level of Life Insurance industry trade associations. This involvement led to a position of Zone Marketing Manager with a focus on National Account Sales working closely with Home Office Life Underwriting departments. In addition to account servicing and approvals, she conducted an independent Market Analysis for new product development, which in turn supported the firm’s strategic decision to diversity into Occupational Health Services. Ms. Gilmore next accepted a corporate position, as National Director of Operations, responsible for relocation of Corporate Operations from the Midwest to the Northeast. She relocated to Boston where she quickly established new departments, recruited & trained staff, and managed daily field support functions, including operational and procedural manual updates, policy revisions, customer requirements, quality assurance, sales support and inventory control. The role included management of the Central Service Center, with a high level of national account customer and field customer contacts, bids, and proposals. In her next role as Vice President – Special Projects, Ms. Gilmore relocated to Chicago to Co-Chair the merge and integration of an acquired company. She was key in the development of strategies for the merge including personnel decisions, payroll conversions, inventory management, multiple site logistics (150+ centers nationwide), corporate culture evolution, policy & procedure changes, systems integration, and corporate communications. Success of this project was in large part due to Ms. Gilmore’s publication of the “Integration Reference Guide”. Following the success of the merged companies, Ms. Gilmore spent the next five years, as Division VP of Operations, directing operations, finance, planning, business development, recruitment, training, marketing, sales and customer service of multiple site locations in the Midwest, Canada, and the Southeast. Ms. Gilmore used strong analytical skills to develop and implement short and long-term strategies, which demonstrated her ability to successfully turn around difficult locations while growing territories at rates greater than industry trends. Actions include annual budgeting, capital expense control and forecasting. Ms. Gilmore maintained a team-oriented environment, personally providing strong leadership and development of personnel. Success of the division included making difficult strategic decisions involving the closing or consolidation of some sites, while expanding others. While in this role, Ms. Gilmore also assumed responsibility for the management of the firms national call centers. Each center required organizational, people, process and technology changes, which included migration from legacy to LAN systems, telecom system upgrades, and relocation of facilities. Ms. Gilmore successfully managed these significant changes, resulting in the centers handling more than 25% of the corporate revenue base. At the same time, annualized profits were significantly improved. Debi J. Gilmore - BIO 2 Competitive pressures in the industry, and customer demand for electronic data exchange, provided Ms. Gilmore’s next opportunity. Appointed Vice President of Insurance Services, she focused on new product development that included Electronic Part I & Part II processing, (tele-underwriting) electronic inspection reporting, and central order, reporting, and tracking of medical and personal information for insurance underwriting purposes. The Product was successfully developed and implemented in the call center environment, in less than one year, with wide acceptance in the industry, and immediate adaptation by the competition. Shortly following the above rollout, a competitor acquired the firm Ms. Gilmore was with. Ms. Gilmore was one of only three senior level persons retained by the new parent company, because of her expertise in call centers and the industry. Once again, her role was to restructure operations, which included the expansion and consolidation of several multi-site call centers across the U.S. Working with a new technology team, systems were integrated, migrated or upgraded. Merge related consolidations resulted in significant operating profits and using market share as the measure, the new organization emerged a clear leader. Upon completion of the above corporate assignment, Ms. Gilmore elected to establish her own Consulting Practice in 1997. Given her long and successful management career with the medical testing industry serving the Life Insurance Underwriting and Occupational Health communities, in which eight of those years she oversaw multiple call center operations, spearheaded new e-product technology development, and led marketing of new product launches, diversification and expansion initiatives, Ms. Gilmore recognized the value in combining her knowledge and expertise across industries. Ms. Gilmore’s consulting practice specialized in operations, process, and growth strategy; call center development and project management. Initiatives involve assessments, market research, staffing, call center optimization, diversification, sales strategy, cost containment, and project management of both technical and non-technical programs. Niche projects included tele-underwriting, automated underwriting and medical evidence cost audits for the insurance industries. As well as, technology implementations, build & staffing of centers, operational solutions, and growth initiatives to fill excess capacity for call centers. Ms. Gilmore managed two Siebel CRM implementations, both on time and under budget. In 2000, Ms. Gilmore partnered with InTelia, an IT organization with expertise in technology and telecom services, as a compliment to her call center management practice. Debi J. Gilmore - BIO 3 In 2003, Ms. Gilmore resumed private practice as DJG Associates, Inc., and continues serving the Insurance, Healthcare, and Call Center Industries. Ms. Gilmore exhibits a strong Project Portfolio, complete with testimonials of satisfied clients. Ms. Gilmore exhibits strong analytical, organizational, strategic and project management skills. Her career successes range from front line level CSR to Senior VP. Her attention to detail, coupled by the ability to look at the big picture, of any project or business scenario, provides an unique combination of skills that fit well with an organization whose core focus of executing strategic initiatives is to achieve desired results. Be it to grow the business or diversify, to improve operations, costs or processes, or to implement projects involving new technologies, Ms. Gilmore is dedicated to results that get clients to the next level. Ms. Gilmore can be reached at: 847-909-3573 djgilmore@att.net www.djgassociates.com Debi J. Gilmore - BIO 4