Most recently, Ms. Nelsen completed a business case and architecture for the clinical contact center of a large integrated healthcare payer / provider. She exercised the various levers of service level, self-service and work-at-home to present a staffing plan that would address health plan growth but also provide a consistent, superior member experience.
Previously, she served as the operations leader for A&M’s West Region Corporate Performance Improvement practice. She was responsible for financial operations, risk management, hiring, staffing, performance management and other HR processes. She created greater operations transparency by establishing standardized processes, new financial reporting and a self-service knowledge portal.
Prior to her internal role, Ms. Nelsen served in an interim management role, leading the reporting and analytics team for a major member services organization. She created a reporting roadmap for internal and external stakeholders, implemented vendor performance scorecards, instituted closed loop feedback mechanisms and led a team of analysts to implement data-driven decision-making.
Prior to joining A&M, Ms. Nelsen established and managed the back-end operations for a medical device startup, Therative, including all sales order management, fulfillment, reverse logistics and customer service activities. She also served as head of the quality and regulatory function, which involved significant compliance process development and monitoring for a class II medical device product.
Before Therative, Ms. Nelsen worked for Bare Escentuals, where she drove the consolidation of its internal customer contact center and managed the third-party call center vendor. She established call center service level agreements, negotiated contracts, created call routing structures, implemented escalation procedures and monitored agent performance. Ms. Nelsen also worked in the manufacturing division of Safeway on supply chain application implementations and projects, including a new warehouse management system and an advanced scheduling application.
Prior to Safeway, Ms. Nelsen spent seven years with Ernst & Young LLP, where she managed and performed numerous financial and IT audits and process improvement projects, including risk and control assessments of significant business cycles.
Ms. Nelsen earned a bachelor’s degree in political science from the University of California, Los Angeles and an MBA from the Haas School of Business at the University of California, Berkeley. She is a Certified Public Accountant in the state of California and is PROSCI certified.
NOTE: Alvarez & Marsal employs CPAs but is not a licensed CPA firm.