Maria 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'm doing, whether it's schoolwork, my job, off hours, relationships, or networking. But the key is to make sure you maintain balance. If you don't maintain balance, something will be upended and you'll feel it. Young people need to be aware of that, and when you're young, you don't think of that at all. That's why I speak to organizations about stress management and making a stress management blueprint, so you can perform your best at all times while having this awareness that will keep you in balance. If you can maintain that balance and support, you will get excellent customer service. You want to deliver excellent customer service, but at what cost? In the support arena or any area where you're expecting excellent performance, if people can't handle or have a strategy for managing their stress, they may burn out and you lose really good people. I have proof in my own team that this works. My team gives excellent customer service, they're all fairly healthy, and they've been with me for 4 years now.
What’s the best career advice you’ve ever received?
The best career advice I’ve ever received is to stay true to who you are, know your worth, stand tall and proud, and never be intimidated by others.
What advice would you give to young women entering your industry?
I frequently speak to panels at colleges, and for women in general, I always say work hard at whatever you're doing, whether it's your schoolwork, your job, your off hours, your relationships, or networking. Work hard at all of those, but make sure you maintain balance. If you don't maintain balance, something will be upended and you'll feel it. Young people need to be aware of that, and when you're young, you don't think of that at all, which is why I speak to organizations. I talk to young IT professionals specifically, but I've also done the same presentation for our finance department and for our ERPO division. I talk about stress management, making a stress management blueprint, and realizing so you can perform your best at all times but you have this awareness there that will keep you in balance. In any area where you're expecting excellent performance, if they can't handle or have a strategy for managing their stress, they may burn out. Statistics show that 38% of them will take another job, and 38% of them quit that other job in about a year. So that's kind of a passion of mine.
What are the biggest challenges or opportunities in your field right now?
The biggest challenge and opportunity in my field right now is delivering high-quality solutions that help businesses reach their maximum potential across all their needs.
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.