Amee Wildey
Director II/Staff Vice President Customer Care
Indianapolis,IN
Summary
Talented Director with excellent customer service leadership skills, coupled with more than twenty years of experience. Highly effective and comfortable working with people at all organizational levels, in multiple areas of the business.
Overview
21
21
years of professional experience
8
8
years of post-secondary education
Work History
Director II/Staff Vice President
Anthem Inc
Indianapolis, United States
04.2013 - Current
- Spearhead innovative approaches to resource allocation and strategic planning, including partnering with Workforce Management.
- Manage approximately 1700 associates across multiple locations.
- Deliver excellent customer service through multiple channels, including email, phone, and chat.
- Implement process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Optimized operational processes using analytics tools to address client-specific metrics.
- Responsible for multiple state contract requirements and healthplan relationships in government business division.
- Accountable for vendor relationships
- Identified opportunities to improve business process flows and productivity.
Director I, Contact Center
Anthem Inc
Indianapolis, IN
07.2004 - 04.2013
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Worked closely with organizational leadership and executive leaders to guide operational strategy.
- Monitored office workflow and administrative processes to keep operations running smoothly.
Manager II, Commercial Business Division
Anthem Inc
Indianapolis, IN
04.2002 - 07.2009
- Onboarded new employees with training and new hire documentation.
- Developed and maintained relationships with accounts and brokers
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Education
Master of Science - Organizational Leadership And Supervision
08.2010 - 05.2012
Bachelor of Science - Organizational Leadership And Supervision
08.1994 - 05.2000
Skills
- Call center operations oversight
Timeline
Director II/Staff Vice President - Anthem Inc
04.2013 - Current
Purdue University - Master of Science, Organizational Leadership And Supervision
08.2010 - 05.2012
Director I, Contact Center - Anthem Inc
07.2004 - 04.2013
Manager II, Commercial Business Division - Anthem Inc
04.2002 - 07.2009
Purdue University - Bachelor of Science, Organizational Leadership And Supervision
08.1994 - 05.2000
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