Kevin Erskine

804.750.5651     erskine@jhu.edu             http://linkedin.com/in/kevinmerskine

EXPERIENCE

Chief Operating Officer / Chief Deputy Commissioner

June 2023 - Present

Commonwealth of Virginia, Virginia Health & Human Services, Department of Social Services

Governor Glenn Youngkin and Chief of Staff John Littel asked me to join the Administration to bring operational oversight, implement efficiencies, direct transformation activities and effectively manage public assistance programs, service initiatives, and child support enforcement efforts for Virginia’s largest Agency, with a budget of over $3 Billion and a workforce of 12,000+ individuals.

Day to day management of all shared services including Finance, IT, Procurement, Human Resources, General Services, Compliance & Finance.

• Managed over $350 million of active IT projects.
• Effected a data-driven decision-making framework, producing a 40% increase in timely service delivery metrics.
• Improved overall productivity while reducing staffing and operational costs by 35%
• Increased agency efficiency by 20% through the implementation of new operational procedures and technology tools.
• Orchestrated cost-cutting measures and reorganization, with over $115 million in cost savings through streamlining processes, reduction in unnecessary contracts and optimizing agency partnerships.
• Pioneered Portfolio Prioritization and Project Oversight & Governance frameworks, revolutionizing project management practices; impacting resource allocation with a 30% increase in project ROI and a 20% reduction in project risks.
• Implemented significant changes in Procurement policies and procedures, resulting in a 30% reduction in purchasing timeline, while capturing over $12 million in unnecessary spending.
• Restructured the Agency over 14 months; flattening the reporting structure while introducing Grants Administration; Program Integrity; Fraud, Waste & Abuse Program; Cybersecurity; Business Relationship Management; Vendor Management; & Technology Innovation departments.
• Worked closely with the Secretary of Administration to improve state-wide procurement practices and reassess a number of technology vendor contracts.
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Chief Digital Officer

September 2020 - January 2023

CPI Card Group

CPI, a Financial Services provider specializing in physical and digital credit, debit, and prepaid card solutions.

• Directed the implementation of cutting-edge digital technologies at CPI, leading to a 30% boost in online transaction volume and a 15% rise in customer satisfaction ratings.
• Streamlined Sales operations focusing on Customer Lifetime Value; identified and capitalized on cross-sell and up-sell opportunities, which resulted in a 25% increase in revenue within six months.
• Conceived a unified Customer Service model, merging disparate operations to create a seamless customer journey; and enhancing support workflows reducing resolution time by 25% and a 30% decrease in customer churn rate.
• Increased the response time for customer issues with a 90% improvement rate on response and resolution time by creating and leading a high-functioning operations team.
• Created a comprehensive Business Impact Assessment framework and Project Prioritization Process, achieving significant savings through elimination of low-value activities and reallocation of resources.
• Led a Digital Transformation that streamlined internal processes with a 50% reduction in IT infrastructure costs and a 60% improvement in employee productivity.

Chief Operating Officer

July 2015 – April 2020

Coelacanth Brewing Company

• Operational Strategy: Formulated and executed comprehensive operational strategies across Business Development, Marketing, Wholesale Distribution, Finance, Manufacturing, and Retail sectors. Achieved a 15% boost in EBITDA margin through targeted cost-saving initiatives and revenue diversification projects.
• Partnerships and Distribution: Established strategic partnerships with Reyes, the largest beer distributor in the U.S., and expanded international distribution channels to the Netherlands and France, significantly increasing market reach and sales volume.
• Sustainability Leadership: Spearheaded the transition to "GREEN" manufacturing processes, resulting in Coelacanth Brewing being named Coastal Virginia's first certified Green Brewery. Recognized by government bodies and environmental organizations for outstanding commitment to sustainability and environmental excellence.
• Product Development: Developed and launched over 20 unique beer recipes, including the award-winning JANINA Hazy IPA in collaboration with Ales for ALS, enhancing the brewery's product portfolio and market appeal.
• Efficiency Improvements: Implemented advanced brewing technologies and lean manufacturing principles, reducing water and energy consumption by 25% and cutting production costs by 20%.
• Community Engagement: Led community outreach programs and partnerships with local non-profits, strengthening the brewery's brand presence and fostering community support.

Vice President Customer Experience & Digital Operations

October 2010 – July 2015

Amerigroup Corporation / Anthem Government Business Division

• Strategic Leadership: Provided strategic leadership for Anthem's multi-billion-dollar Government Business Division (GBD), driving significant revenue growth, cost reduction, and market expansion through innovative digital, online, mobile, and emerging technology initiatives.
• Digital Health Engagement: Spearheaded initiatives in Digital Health Engagement, Online Physician Collaboration, and Technology-based Strategic Partnerships, focusing on creating engaging experiences and fostering loyalty among customers and providers.
• Cost Optimization: Achieved enterprise-wide savings exceeding $150 million through effective cost optimization strategies, significantly improving the division's financial performance.
• Member Participation: Drove a 125% increase in member participation in online self-service platforms, enhancing customer satisfaction and self-management capabilities.
• Customer Experience: Enhanced customer experience by implementing user-friendly digital solutions, resulting in higher engagement and improved health outcomes.
• Technology Integration: Integrated cutting-edge technologies to streamline operations and improve service delivery, positioning Anthem as a leader in digital health innovation.
• Cross-functional Collaboration: Collaborated with cross-functional teams to align digital strategies with business objectives, ensuring cohesive and effective implementation of initiatives.

Key Achievements

• Revenue Growth: Contributed to substantial revenue growth through strategic digital initiatives and market expansion efforts.
• Cost Savings: Delivered over $150 million in cost savings through targeted optimization strategies.
• Customer Engagement: Increased member participation in digital platforms by 125%, significantly enhancing customer engagement and satisfaction.
• Innovation Leadership: Positioned Anthem as a leader in digital health innovation through the successful integration of emerging technologies and strategic partnerships.

Director New & Emerging Technology

January 2007 - October 2010

Health Management Corporation

• Strategic vision and operational leadership for all new and emerging technology projects, including web-based sales and service functionality, mobile technologies, and social media.
• Implemented an "online enrollment" system, with increases of over 25% in client participation in Health & Wellness programs.
• Reduced average application time from 30 minutes (by phone) to under 10 minutes, enhancing user experience and efficiency.
• Optimized resource allocation by reducing the nursing staff by 15% through the introduction of online chat and secure messaging, improving cost-effectiveness without compromising quality of care.

Director eBusiness Strategy

April 2001 - January 2007

Trigon BlueCross BlueShield / Anthem Blue Cross & Blue Shield

Spearheaded initiatives that delivered significant cost reductions and revenue growth by

 introducing technology-based customer acquisition strategies and enhancing self-service

 functionality.

• Led the development and implementation of the company's first member Sales and Service portal, with average annual increases of 25% in group sales and 20% in individual sales.
• Transitioned 25% of member service interactions from phone to web channels, improving efficiency and customer satisfaction.
• Drove a 25% increase in member self-service interactions, reducing the need for additional staff by 50%.

EDUCATION
  

Governor’s Leadership Academy                                                                                                           

Virginia Commonwealth University • L. Douglas Wilder School of Government

Master of Business Administration (MBA), Management / Business Law                                               

Johns Hopkins University

Master of Science, Marketing Strategy                                                                                                   

Johns Hopkins University

Bachelor of Science, Communications / Computer Science                                                                    

Syracuse University

CERTIFICATIONS

Graduate Certificate, Financial Management

June 2024

Johns Hopkins University

Graduate Certificate, Innovation & Human-Centered Design 

May 2022

Johns Hopkins University

Six Sigma Black Belt 

July 2005

IEEE