Blue Cross Blue Shield of Massachusetts

Responsible for leading and facilitating a highly collaborative cross-enterprise approach to Enterprise Strategy development and Customer Experience Business Unit Strategic development. Provide support for defining and gaining alignment around key strategic issues and strategic projects. Develop and implement tactical management of effective metrics and controls, where appropriate, to optimize performance at the strategic, business unit and market level. 
Champion the customer voice to ensure delivery exceptional basics and moments of delight for our customers. Identify existing gaps and opportunities to connect with customers and improve those interactions. Enable and provide data/intelligence, frameworks, key metrics and meeting facilitation with key teams to drive definition and alignment around the execution for key strategies.

Medicare Product Journey Manager - Experience 

●	Lead projects through the conceptual, requirements gathering, design, development, and implementation phases, ensuring timely execution of critical milestones. 
●	Organized and lead cross-functional teams, collaborating with team members to accomplish the assigned scope communicating project plans, schedules, costs, and progress to stakeholders, keeping them informed throughout the project lifecycle. 
●	Designed and maintained customer journey maps, highlighting pain points to develop future work streams contributing to long-term planning.
●	Maintained productive working relationships with project sponsors, customers, vendors, and other key stakeholders.

Project Manager- Experience Activation 

Associate Director CAHPS Strategy and Improvement - Interim 

Adventist HealthCare

●	Facilitated instructor-led education to employees per month by managing administrative processes through Workday and engaging adult learners through high energy, fun and effective content. 
●	Shaped immersive onboarding programs; accelerated new employee engagement and retention 
●	Increased patient experience scores, translating into a millions of dollars in government reimbursement; curated learning programs (customer experience, leadership, DEI) and applied qualitative and quantitative data to instructional design strategies for adult learners.
●	Coached leaders to be more agile, experimental and customer centric through empowering and building confidence in their experience and knowledge.

Business Partner- Patient Experience 

Target

●	Revolutionized customer experience through group and 1:1 coaching resulting in a 74% increase in employee and client satisfaction.
●	Promoted to lead business growth; refined the employee lifecycle and project management operations by using data from entrance and exit interviews as well as post placement questionnaire.
●	Fast tracked promotion of 9 executive leaders through application of coaching and diagnostic tools by first structuring competency models, creating team/individual development plans and utilizing structured models for improvement and accountability. 
●	Spearheaded a thriving community partnership program through developing key relationships with direct stakeholders and community influencers, accounting for 57% of annual giving goals. 
●	Leveraged learning and development applications in Workday and 360 evaluations to elicit feedback and implement goal setting mentorships to support cultural stewardship
●	Strengthened retention rates by 15% through strategic succession plans and high-value talent moves.

Project Manager

Bolstered retention rate 15% over target rate of 70% as the district training leader with organized annual hiring events and prepared staffing plans developed from market trends

Spearheaded a culture of best practices by rewarding training and efficiency increasing YTD profitability by 9%

Foster a culture of growth and enrichment with over 9 executive level leaders developed and promoted in 2 fiscal years through successful succession planning

Proactively increased client-satisfaction rate by 74% by creating a client-centric culture, motivating, inspiring, and empowering employees to deliver amazing guest experiences

Championed community partnerships through coordinated and executed events, responsible for 57% of annual community giving goals and over a 3 million dollar sales increase.

Recognized by leaders by being selected to attend the LEAD enterprise wide leadership development program.

Service and Engagement Executive 

University of Maryland

Development Coordinator

Sylvain Consulting, Inc.

●	Coached senior leaders through organizational issues, talent strategies, and leadership development.
●	Bolstered team engagement by 37% through high-visibility, high-impact talent programs. 
●	Implemented a human-centered strategy to encourage diversity, inclusion and belonging. 
●	Maximized productivity by diagnosing team pain points and leading change management efforts. 
●	Developed SBA HUBZone certification program for issuers by implementing a compliance framework consisting of comprehensive assessments, DEI bias training and regularly scheduled

Human Resource and Research Manager

Palm Beach State College

I headed up the Advertising department within the Student Activities department. I generated graphics as well as coordinated a team of employees to disperse and contact demographic. 
I generated contracts and contacted vendors to plan and execute events.

Graphic Advertising and Programs Coordinator

Creativity - Teamwork - Strategy

Offering extensive experience in project management, talent development, team engagement, and more than 10 years utilizing data to improve experiences of both customers and employees. Trusted leader with a passion for leveraging talent and best practices to drive organizational effectiveness. Employs creativity, leadership, and teamwork to design and execute innovative solutions.

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.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Krystle Smart-Dessimus, PMP, SHRM-CP, CLSSGB, CSM, CPXP's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Krystle Smart-Dessimus, PMP, SHRM-CP, CLSSGB, CSM, CPXP's Linkedin Analytics