Marie E Donaldson
Marie Donaldson is a seasoned IT and process management professional with over 35 years of experience, currently serving as Manager of Lifetime Employee Support at Excellus Blue Cross Blue Shield. She specializes in building high-performing teams that provide dedicated support for Workday software and respond to employee and retiree needs across the organization. With degrees in Computer and Information Sciences from Colorado Technical University and Business Administration from Central City Business Institute, Marie combines technical expertise with business acumen to deliver efficient, human-centered solutions.
Throughout her career, Marie has demonstrated a strong commitment to team development and operational excellence. She has successfully led multiple projects, including developing ERP support center operations and implementing finance technology initiatives. Her certifications in SHRM-CP, CCSP, Excel Value Stream Mapping, Six Sigma Foundations, and cross-cultural communication allow her to leverage data-driven insights and quality standards to improve processes and enhance organizational performance.
Beyond her professional responsibilities, Marie is passionate about mentorship, stress management, and work-life balance. She actively volunteers with Veterans of Foreign Wars (VFW) programs such as Toys for Tots and Honor Flight and speaks to professional and student groups about managing stress for career longevity. Her philosophy centers on cultivating a supportive, trained, and resilient team, emphasizing the importance of balance, customer service, and human-centric leadership in achieving sustainable success.
• Certified Customer Service Professional
• SHRM - Certified Professional
• Introduction to Employee Relations
• Communicating Across Cultures
• Six Sigma Foundations
• Excel: Value Stream Mapping
• Colorado Technical University- B.A.Sc.
• Central City Business Institute- Associate's
• Society of Human Resource Managers (SHRM)
• National Customer Service Association
• SUNY Morrisville - Agricultural Business
• Veterans of Foreign Wars
What do you attribute your success to?
I attribute my success to working hard at whatever I do, and being mindful of maintaining balance. I try to consider all perspectives in decision making, and remember that whoever you deal with is human. Leave preconceived notions at the door and be open to really listening. Work to know your customer, and in business and support especially, everyone is your customer. That’s where consistent excellence lives.
When building high performing teams I place our focus here. It’s also why I am passionate about speaking to organizations about encouraging their employees (or students entering the workforce in a support role or otherwise) to be accountable to themselves and create a stress management blueprint. I can attest in the support field we all demand excellent customer service, but at what cost? If your employees don’t have a plan to manage stress, your team will suffer and so will your delivery. That said: part of my success is: I make sure to walk the walk.
What’s the best career advice you’ve ever received?
The best career advice I've ever received is to, as a woman, own what you know, and be proud of that, and at the same time own what you don't, and be open to learn.
What advice would you give to young women entering your industry?
For young women going into my line of work, ( besides always working hard) I would say develop emotional intelligence in addition to the technical skills. It will be invaluable no matter where you land in your career. I would also put a focus on a continuous learning mindset. As fast as technology evolves, you will never be bored, knowledge is power. And of course: maintain balance in your life.
What are the biggest challenges or opportunities in your field right now?
I think the biggest challenges in our field (and many others as well) is the need to do maximize outcomes with restrained spending, while keeping great resources in a highly competitive market. The opportunity for employees in this is learning as much as you can cross functionally to build skill sets you may not normally have time or immediate access to learn.
What values are most important to you in your work and personal life?
The values most important to me are leading by example, mentoring others, listening actively, and showing empathy in both work and personal life.
