Experienced manager whose skills encompasses project strategic development and management, budget analysis, and market research. Lean six-sigma yellow belt certified and experienced in numerous software applications. Military spouse.
Microsoft Office Suite
Verint and speech analytics
Request for Proposals (RFP)
ADP and Workday
Account management, Customer satisfaction, Marketing and communications, RFP
APM, Direction, Mentor, Sales
ADP, Editorial, Mentoring, Six Sigma
Advertising, E-mail, Messaging, Speech
B2B, Employee training, Access, Staffing
Benefits, Fashion, Microsoft Office Suite, Strategy
Branding, Finance, SharePoint, Strategic
Budget analysis, Financial, Works, Strategy development
Manager, Community Development10/2019 to Current Aetna Insurance – New Albany, OH
Strategically and tactically leads a team of 12-member advocates dedicated to our premium customers, with lifeline access to subject matter experts for things such as eligibility, provider network, nutrition, pharmacy, and benefits coordination.
Helps members navigate the sometimes unavoidable complexities of the health care system.
Sets strategic direction with team to achieve business goals of key metrics such as quality, schedule adherence, net promoter scores (NPS), and clinical involvement.
Instills a culture of accountability and ownership for resolving member issues.
Uses data analytics to drive an enhanced member experience.
Develops a culture and organization that attracts, selects, and retains high caliber, diverse talent that can successfully achieve or exceed business goals.
Developed a new Aetna One Advocate team consisting of 12 service advocates and 1 client advocate.
Orchestrated on-boarding and integration of new advocates onto the team.
Develops team processes and procedures to ensure quality goals for compliance, advocacy, and service excellence were surpassed.
Partners with clinical operations manager to ensure successful collaboration between clinical and nonclinical staff.
Proactively analyzes constituent data, identifies trends and issues.
Manages payroll and PTO, STD, and workplace accommodation requests.
Builds a cohesive team that works well together and across other business segments.
Effectively partners with internal Aetna stakeholders remove organizational barriers and supports cross-functional work required to achieve business and enterprise results.
Represents Aetna at Columbus Military Job Fair recruiting military personnel and their spouses.
Manager, Service Operations05/2018 to Current Aetna – New Albany, OH
Manager01/2015 to 01/2017 Veeam Software – Columbus, OH
Strategized, planned, organized, budgeted, and developed 60 yearly account based B2B and SaaS projects in the United States and Canada.
Led remote team to execute Veeam-led field events in their respective regions and partner segments to generate leads.
Created comprehensive marketing plans.
Managed relationship with internal and external project stakeholders, kept all informed of progress and issues to manage expectations, to overcome challenges and resolve issues and problems.
Set and continually managed project expectations with cross-functional teams and other stakeholders.
Defined project success criteria and disseminated them to involved teams throughout the life cycle.
Determined frequency and content of status reports from the project teams, analyzed results and corrected problem areas.
Effectively communicated expectations to team members and stakeholders in a timely and clear fashion.
Created and maintained timeline for each project by identifying and monitoring; project achievements, tasks, resources, and critical paths.
Formulated complex financial decision recommendations and presented to management.
Partnered with account management team to ensure client expectations were exceeded.
Established and maintained relationships with appropriate internal partners: HR, finance, systems engineers, editorial, legal, sales, and regional marketing teams in the United States and Canada.
Produced annual and quarterly strategic marketing plans and developed and managed budgets for each project to ensure spending approvals, timely invoice submission and answering for all expenditures related to project initiatives.
Oversight of all projects including monitoring and tracking of progress and status update communications.
In conjunction with product marketing, developed presentations that met the expectations and needs of customers and clients.
Managed market research/competitive intelligence activities and determined how information impacts strategy development.
Allocated resources (people and budget) to priority initiatives that help the team deliver on objectives and strategy.
Managed project logistics including strategic pre-planning, contract negotiation, timeline, cost and budget analysis, and hiring and managing vendors.
Created and managed comprehensive marketing projects that included: messaging and logistical planning, pre-event through post-event marketing, digital e-mail and ecard communications, website advertising, social media engagement and preparation of collateral and other creative deliverables presented at the event.
Ensured marketing and communications efforts were implemented and aligned with company goals, established strategies, branding and messaging guidelines.
Monitored and tracked all marketing activities to enforce accountability and responsiveness, maximizing ROI of marketing spend.
Managed members of a marketing team that developed the business and/or local market strategy as well as the tactical operating plans while working with the business areas management team.
Provided employee training and support to ensure the achievement of performance goals in assigned territory.
Set and managed high standards of performance, and identified desirable professional development opportunities.
Regional Director01/2006 to 01/2014 Bradford School – Columbus, OH
Developed and executed yearly account management strategy and plan for the assigned region to increase inquiry conversion and achieve specific revenue targets.
Led and developed 15 staff.
Reviewed monthly/quarterly/yearly regional plans and provided feedback and directives to executive leadership.
Evaluated revenue opportunities based on discussion with the executive team.
Completed and/or coordinated the development of rigorous analysis of demographics and opportunities within the region via SWOT and competitor profile analysis.
Continuously improve processes and procedures to make the talent acquisition process as seamless and simple as possible for candidates and hiring leaders.
Provide consultative advice on candidate attraction and engagement, interview processes and timely feedback and the candidate close process.
Strategic business advisor to executive/senior business leaders to align talent management practices, workforce effectiveness, and/or organizational effectiveness strategies in support of the business strategy.
Managed recruiting strategy development and execution, overall ROI for assigned business areas.
Assessed competitive environment and developed strategies to capitalize on market opportunities.
Identified and grew opportunities leading to additional revenue.
Developed strong internal and external relationships to achieve customer satisfaction, revenue, and lead generation objectives in assigned territory.
Serve as a business partner with hiring leaders to clarify and solve for immediate and long-term hiring needs, developing effective sourcing and recruitment strategies resulting in achieving business hiring goals.
Developed and implemented strategies and solutions necessary to effectively identify and recruit the technology skills-sets required for growth and success.
Ensured staffing plan was achieved by sourcing candidates via various methods, processed employment applications, evaluated qualifications, conducted interviews, and hired staff.
Conducted new hire orientation including reviewing policies, insurance, benefits, travel, expenses, payroll.
Conducted and supervised training programs for employees utilizing blended learning concepts including stand-up, one-on-one, groups, and online training.
Streamlined training materials and developed best practices to enhance the success of new team Conducted regular check-ins on staff to review performance versus goal, discuss and resolve issues, and provide the overall support needed to ensure success.
Establish individual and team goals and develop the team's capabilities, providing regular feedback, coaching and recognition to individuals.
Managed employee payroll and benefits.
Mentored, coached, and developed associates to enhance their performance and career growth.
Implemented disciplinary action when necessary, and terminated under-performing associates.
Master of Business Psychology (MBP)Franklin University-
Master of Healthcare Administration (MHA)Franklin University-
Master of Business Administration (MBA)Franklin University-