Skilled Operations Management expert with 18 years of experience in the financial and medical industry. Successfully implements performance, quality improvement and work efficiency initiatives to provide better revenue stream outcomes. Motivated individual with exceptional communication skills who possesses the ability to work effectively within a team and independently through offsite Vendor Management. Easily adapts to changing business models and promotes positive company culture.
Highlights
Sales Training
Performance Management
Contract Development & Management
Team Building
SOP Development
Financial & Medical Industry Experience
Webinar Virtual Training
Solutions oriented
Systems Implementation
Accomplishments
Partnered with external partners to improve Contact Center KPI's by meeting weekly to discuss opportunities, action plans, and progress. 2022 overall performance was 2.7% percent higher than 2021 which resulted in increased revenue for the business
Identified invoice errors and process improvement opportunities with downtime reporting that resulted in a savings of almost $20,000
Experience
Operations, Quality & Vendor Manager, 07/2018 to Current Trinity Health Corporation – Springfield, PA,
Develop Contact Center Vendor Contracts and negotiate statement of work renewals through strategic partnerships
Manage In-House and Vendor Operations and Quality Teams across multiple states for various lines of business
Sustain 3rd Party Vendor partnerships to implement training, new programs, and systems implementations
Responsible for implementation of operational improvements to enhance Patient/Member Experience and Production overall
Responsible for identifying performance improvement measures. Partnered with LOD to develop and implement Standard Operating Procedures and performance improvement plans to align with corporate goals and contractual KPI expectations with clients served
Oversee and approve invoice billing for Vendor and Agency entities to align with contractual obligations and ensure entities are providing optimal service to Matrix
Resolve escalations resulting from Quality Call Audit disputes with Operations Leaders to create a better alignment across the Operations and Quality departments. Providing coaching and feedback to Quality Analysts and Operations Leaders for an overall team approach to create the best Patient/Member experience
Collaborate with Member Engagement and Account Management teams to coordinate efforts that correlate with health plan client contractual obligations using call calibration as a benchmark for consistent approach
Operations Manager, 10/2009 to 07/2018 Palmetto Health – Laurens, SC,
Consistently improve team performance by tracking trends and KPI's that led to better customer interactions and overall enhanced customer satisfaction
Led team to exceed team quality and proficiency metrics on a regular basis through continuous development programs, call calibrations, and a strong partnership with the Quality Support Manager
Enabled team leads to create an open and professional relationship with team members to create a better working environment that encouraged communication and as a result decreased employee conflict by using Emotional Intelligence skills
Collaborated with WorkForce Management to create a Flexible Scheduling Pilot that increased work attendance and performance. This pilot became a permanent and is still in use today
Customer Retention Supervisor, 07/2008 to 10/2009 Sprint – City, STATE,
Secured customer retention by leading the Customer Retention Team to drive service/product benefits, features, and recommendations around customer's needs
Team was able to re-establish customer's faith in company by providing best retention offers available; follow up surveys showed 23% increase in customer satisfaction after interacting with Retention team
Developed customer relationships and earned reputation for exceeding goals in positive customer survey feedback
Continuously analyzed customer feedback and developed new techniques to ensure customer retention
Took escalation calls and handled customer negotiations to reach fair conclusion for both business and customer for well-rounded solution
Contact Center Manager, 07/2005 to 07/2008 Connextions, Inc – City, STATE,
Provided accurate, targeted, and timely performance feedback to immediate staff
Liaison between internal leadership and partners
Maintained up-to-date knowledge of product, services, and compliance policies
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
Set and managed performance benchmarks for Contact Center employees and was instrumental in the development of tracking to ensure benchmarks met
Developed Quality Assurance standards and established targets for all staff
Education
Associate of Arts: General Studies, Expected in 2023 Seminole State College - , GPA:
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