Millie Marsh

About Millie Marsh

A service oriented senior executive with demonstrated success and record of increasing responsibility in operational management. Over 20 years of senior level customer service management experience in government, not-for profit and for-profit business environments. An enthusiastic, energetic, hands-on leader and people motivator with outstanding credentials. A results oriented, high achiever and team builder with bottom line orientation.Millie joined Covance Central Laboratory Services in 2006 to lead the Global Investigator Site Support Services Team for North America, South America, Europe and the Asia Pacific regions of the world. Millie brings more than 20 years of customer service experience managing and consulting a wide spectrum of clients in both not-for profit and for-profit business environments. Prior to joining Covance, Millie spent 12 years with Brylane, in the direct marketing industry, in a variety of roles of increasing responsibility and scope, including: Director of Call Center Operations for five Call Centers and Director of Forecasting and Scheduling for over 4200 associates worldwide. In addition to independent consulting for major retailers and direct marketing organizations, Millie successfully opened a state of the art Indiana One Call Center for a not-for profit corporation and launched a Department of Defense Human Resources Shared Services Contact Center for the federal government just prior to staring her career at Covance Central Laboratory Services.

Experience

1. Director, Contact Center

   Ascension

   Aug 2014 — Present

   Ascension Health is transforming healthcare to provide the highest quality care to all with special attention to those who are poor and vulnerable. We are proud of the associates employed by our Health Ministries, serving in more than 1,500 locations in 23 states and the District of Columbia.Accountable for Contact Center Operations at the Ministry Service Center which includes Training and Development and Knowledge Management.Ascension Health Statistics: associates providing care in more than 1,500 locations in 23 states plus D.C.$16.6 billion in fiscal 2012 operating revenue More than $23 billion in total assets 2.45 million emergency room visits 6.97 million physician office visits hospital admissions $1.286 billion in care of persons living in poverty and community benefit programs

Education

• Virginia Tech

  Bachelor's Degree, Education

  1975 — 1979

• Virginia Polytechnic Institute and State University (Virginia Tech)

  Bachelor's degree in Education, Elementary Education and Teaching

  1975 — 1979

Skills

• Quality Assurance
• Strategy
• Green Belt
• Training
• Call Center Management
• Outsourcing
• Change Management
• Call Centers
• Strategic Planning
• Cross-Cultural Teams
• Leadership
• Global Cross-Functional Team Leadership
• Performance Management
• Lean Six Sigma
• Cross-Functional Team Leadership
• Global Management
• Management
• Team Building
• Business Strategy
• Process Improvement
• Operations Management