quality business optimization manager resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Professional Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced Manager with over 10 years of experience in People Management. Excellent reputation for resolving problems and improving customer satisfaction.
Skills
Multitasking abilities
Planning and Coordination
Analytical skills
Microsoft Office
Self-motivated professional
Flexible & Adaptable
Tableau
MS Office
Computer proficiency
Staff Management
Policies and procedures
Strategic planning
Work History
Quality Business Optimization Manager, 07/2016 - Current HMS – City, STATE,
Proven ability to Manage cross functional Global teams consisting over 40 professional staff, that are responsible for ensuring Quality standards are being met on multiple products.
Develop and oversee Quality Improvement strategies for programs and products collaborating with various departments to improve Quality results, utilizing Tableau, Micro Strategies and root cause analysis
Work with key stakeholders to determine and satisfy programs needs
Manage Projects/Products through onboarding process. Plan, Analyze, collaborating with IT for workflows, testing and execution of new products
Facilitate meetings with clients to gather and document requirements and explore potential solutions
Enforce Quality Control operating procedures to assure compliances/regulations met
Responsible for productivity, accuracy. Triaging production issues, working with IT for improvements
Analyze information and use logic and various processes to address work related issues
Improve efficiency and effectiveness for process improvement across departments
Manage policies and procedure to ensure compliance is met
Responsible for problem solving and maintaining positive trust-based relationship with clients
Managed change among staff to achieve buy-in and cooperation and overcome resistance.
Facilitate Presentations to Senior Management, Directors and Stakeholders
Responsible for identifying and driving process improvement
Increased customer satisfaction by improving Quality and communication
Used critical thinking to break down problems, evaluate solutions and make decisions
Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
Responsible for implementation of new services/products collaborating with Account Managers, IT and Program Managers
Conduct focus groups, feedback sessions to gather input from stakeholders.
Assist in development of business unit strategic mission and vision
Evaluated impact of process change on overall operation and determined return on investment.
Quality Business Optimization Supervisor, 05/2014 - 07/2016 HMS – City, STATE,
Manage various products to ensure Quality is being met
Provided training, coaching, and mentoring to staff and stakeholders
Collaborated cross-functionally with various departments such as IT, Operations, and stakeholders, to coordinate effective solutions to systemic problems, resulting in direct reductions in error and rework rates.
Responsible for team meeting internal and external Service Level Agreements (SLAs)
Prepares, produces, and delivered management reports daily, weekly, and monthly frequency
Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
Establish and tracked quality department goals and objectives.
Electronic Medical Claims Analyst, 11/2013 - 05/2014 HMS – City, STATE,
Collected, arranged and input information into database system for Electronic Medical Claims
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Authorized payments of pharmacy claim exceeding Agencies daily quota
Performed audit for various products
Performed Training
Documented Processes for Electronic Files and assisted with Automation completion
Worked with clients to explain processes and provide excellent service
Led projects and analyzed data to identify opportunities for improvement
Managed large volume of medical claims on daily basis.
Health and Human Services Supervisor, 03/1996 - 06/2012 State Of Kansas – City, STATE,
Manage team of 20+ Case Managers for Government Benefits
Conducted Face to Face meeting with Clients
Facilitated Work Program groups
Determined eligibility for Government Programs
Served as Escalation point of contact
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Reviewed requests for expenditures and determined if such applications were justified and within budget.
Managed team schedules and workflow between jobs.
Provided in-depth support to executive staff in regards to Government programs and administration.
Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Created customized care plans, working with families to assess and meet individual goals and needs.
Monitored and inspected staff processes to eliminate hazards posed for both clients and staff while ensuring continuous compliance with regulations.
Discussed medical histories with patients in effort to provide most effective medical advice.
Facilitated Meetings
Provided primary customer support to internal and external customers.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Consulted with outside parties to resolve discrepancies and create effective solutions.
Education
Diploma: Secretarial Studies And Office Administration, Expected in 08/1993 - American Career College - Topeka, KS, GPA: Status -
Accomplishments
Received awards for VOE (Voice of the Employee) four years in a row. VOE is a Third-Party Survey given to my Direct Reports
Supervised team of 40+ professional staff members.
Collaborated with teams including IT for the development of Workspace, Tableau, and MicroStrategy
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