JOHN D.

KEENE
1192 Perregrine Circle West
Jacksonville, FL 32259
(904) 287-4751 Home * (904) 868-1729 Cell
GLOBAL OPERATIONS MANAGEMENT & BUSINESS PROCESSING EXECUTIVE
Accomplished senior-level professional offering a unique combination of operatio
ns leadership/management and business processing expertise. Skilled in client ac
count management, proposal development, and contract administration. Employs rig
orous and structured approach to analyze critical business requirements, identif
y deficiencies/opportunities for improvement, and apply established analytical t
ools to devise innovative strategies and solutions. Impressive track record of d
irecting cross-functional teams to improve efficiency of business operations, le
ading organizations to superior levels of performance. Recruits and grooms talen
t, instilling focus and discipline to leverage individual strengths, provide dev
elopmental opportunities, and meet organizational directives. Excellent communic
ation, interpersonal, and training skills coupled with solid business and people
acumen. Six Sigma and lean certified.
AREAS OF EXPERTISE
Operations & Risk Management * Strategic Planning * Project & Change Management
Global Outsourcing * Sourcing and Contract Negotiations * Budget Development
Staff Management & Development * Operational Streamlining & Process Reengineerin
g
Account Acquisition & Retention * Reporting * Turnarounds * Startup Ops * Procur
ement
EXPERIENCE
BLUE CROSS AND BLUE SHIELD OF FLORIDA, INC., Jacksonville, FL 1985-2010
Health insurance provider.
Senior Director, Shared Services Business Processing 2009-2010
Managed operating budget of $6M and staff of 400 within 6,000-employee organizat
ion producing annual sales of $2B. Headed diverse mix of departments including A
udit, Compliance, Financial Reporting, Human Resources, and Training.
Achievements:
* Reduced operating costs by 20% within one year through strategic management a
nd operational oversight; streamlined operations and actively capitalized on sig
nificant economies of scale, resulting in increased profitability.
Senior Director, Transaction Planning and Management 2001-2009
Led team of technical and business project managers to craft and implement busin
ess process outsourcing initiatives, self-service capabilities through member an
d provider portals, and robotic automation strategies. Developed strategy and or
ganization facilitating implementation of tactical plans managing operational tr
ansactions both domestically and internationally. Identified appropriate on- and
off-shore vendors, negotiated contracts, and defined service level agreements (
SLAs).
Achievements:
* Performance of Global call centers of 400+ agents helped achieve J.D. Powers
award for outstanding customer service two consecutive years.
* Achieved over $10M yearly in annualized administrative cost savings through t
argeted negotiation and implementation of $50M+ in business process outsourcing
contracts.
* Developed and implemented strategy successfully and seamlessly transitioning
HMO customers and 600+ employees to new managed care virtual office environment.
* Qualified vendors and negotiated master services agreements with organization
s such as IBM, ACS, and Perot Systems; monitored agreements and ensured 100% of
performance metrics and SLAs were in compliance.
JOHN D. KEENE PAGE TWO
Director, State of Florida Group Operations 1997-2001
Spearheaded establishment of team specifically tailored to service new account g
enerating $300M+ in annualized revenue with 200,000+ customers and annual budget
of $15M. Recruited and successfully trained staff of 300 top talents to ensure
consistent achievement of customer service requirements. Initiated Continuous Im
provement Workgroup charged with constant process review and enhancement. Attain
ed all customer performance benchmarks, performance guarantees, and incentive re
venue consistently.
Achievements:
* Transitioned 200,000+ customers smoothly from previous carrier, two weeks ahe
ad of schedule and $1.5M under initially-projected cost.
* Recognized in 2000 for best led/managed organization in Florida with prestigi
ous Governor's Sterling Award, and in 2001 with National Gold Team Excellence Aw
ard from Association for Quality and Participation.
Director, Blue Card Administration 1991-1997
Selected to serve on Association Committees with responsibility for strategic de
velopment and improved performance of Inter-plan Teleprocessing System. Implemen
ted national claim adjudication system facilitating extensive market growth and
profitability. Recruited, hired, and trained 200+ staff to ensure superior custo
mer service to national account customers and other plans.
Achievements:
* Achieved significant $350M revenue increase and annual net profit of $18M thr
ough astute management of $8M budget.
* Recognized nationally as #1 performing Host Blue Cross and Blue Shield Plan t
wo years consecutively.
ADDITIONAL EXPERIENCE
BLUE CROSS AND BLUE SHIELD OF FLORIDA, INC., Jacksonville, FL
Health insurance provider.
Director, Corporate Account Operations
Led organization with $5M budget and 150 employees, ensuring accurate adjudicati
on of claims and superior membership and billing customer service for large Admi
nistrative Services Only (ASO) national accounts. Consistently met or exceeded a
ll customer performance benchmarks and objectives. Member of National Account Wo
rkgroup with strategic responsibilities including National Account retention, gr
owth, service, and profitability.
Achievements:
* Developed business planning strategies for point-of-service product that, fol
lowing implementation, resulted in 100% retention.
* Implemented National Processing Claim System, facilitating consistency and tr
ansparency across BCBS organizations and decreasing required claim processing ti
me.
EDUCATION
Bachelor of Science-Business Administration (Magna Cum Laude); Jacksonville Univ
ersity, Jacksonville, FL
PROFESSIONAL DEVELOPMENT
* Fellow, Life Management Institute (FLMI) Certification-Group Insurance specia
lization; Life Office Management Association
* Certified Health Insurance Executive (CHIE) Certification; Association of Hea
lth Insurance Plans
 * Group Life and Health Insurance Certification; Health Insurance Association o
f America
* Business Strategy Development; Northwestern University Kellogg Graduate Schoo
l
* Negotiations for Senior Executives; Harvard Law School