Rebecca Probus

VP, IT Customer Service

BrightSpring Health Services

Aug 2022 - Current (4 years 1 month)

AVP, ITS Implementation Services, Customer Support & Change Management

Kindred

May 2022 - Aug 2022 (4 months)

Senior Director | IT Service Management | Project Management | Field Services

Kindred

Jan 2019 - Jun 2022 (3 years 6 months)

• Provide leadership for an organization of 105 employees, responsible for providing IT services, project management, instructional design, training delivery and field service installations across 2,200 locations. • Define the strategy, goals and budget for the organization and educate employees about the overall mission and value proposition to create alignment and mutual understanding. • Oversee the provision of end-user services, including Asset Management, Help Desk and Support Services. • Lead a team of professionals responsible for deploying, monitoring, maintaining, developing, upgrading, and supporting IT systems including servers, PC’s, operating systems, hardware, software, and peripherals. • Guide a team of Project Management pro

Senior Director | Customer Support

Kindred

Jan 2014 - Jan 2019 (5 years 1 month)

• Directed a team of 85 employees responsible for managing the diagnosis, root cause, issue resolution and communication process for a large and highly distributed internal customer base. • Improved reporting and analytical capability through the development of dashboards that provided real-time information related to call statistics that drove efficiency with call and ticket dispositioning. • Led significant change collapsing several business areas into centralized, shared-service operational models in IT, Finance and HR that drove significant cost savings and massive cultural transformation. • Managed oversight for all the training and education introducing the new turn-key model to over 100k employees across 2,200 locations.

Senior Director | Director | Manager | Implementation Services

Kindred

Jan 2009 - Dec 2013 (5 years)

Senior Director | Implementation Services 2013 – 2014 Director | Implementation Services 2012 – 2013 Manager | Implementation Services 2009 – 2013 • Managed a budget of $14M and led an organization of 115 employees responsible for managing large project implementations for integrating acquisitions and for hardware and infrastructure deployments. • Built strong partnerships with key leaders across the organization to ensure that project implementations and education services aligned met business expectations and needs. • Oversaw business analysis, SCRUM | Agile project management and implementation strategies for multiple large-scale implementation projects that impact IT systems. • Interface with project sponsors, stakeho

Senior Implementation Project Manager

Kindred

Jan 2005 - Jan 2009 (4 years 1 month)

• Oversaw several IT system roll-outs, identifying the solution, defining success criteria, engaging stakeholders, setting the timeline, communicating the vision, training and implementing the systems and conducting post-implementation analyses. • Built strong partnerships with key leaders across the organization to ensure that project implementations and education services aligned met business expectations and needs.

Manager Client Support Services

Accent Marketing

Jan 2001 - Jan 2005 (4 years 1 month)

• Fostered strong relationships with external clients to develop programs and services to meet their ever- changing business needs. • Designed, developed and deployed a customer loyalty program for a Fortune 100 company that was launched and ultimately used across all channels. • Oversaw the implementation and training for rolling out an outbound sales program for a Fortune 100 company that generated over 300k leads in less than 60 days. • Led the implementation efforts for rolling out a highly complex B2B Sales program, that increased Key Performance Indicators (KPI’s) for competitive outsourcers. • Designed a cross-functional customer service operation for a start – up company.

Business Analyst

Accent Marketing

Jan 1999 - Dec 2000 (2 years)

• Designed process flows, managed business rules, conducted research and identified products for rolling out major technology initiatives.

Busines Intelligence Analyst

Accent Marketing

Jan 1999 - Jan 2000 (1 year 1 month)

• Designed, developed and implemented automated reporting for clients and internal stakeholders to independently drive day-to-day operations. • Developed strategic analyses for clients to assist with making decisions related to making marketing and financial decisions.

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