Anna Porteous

• Manages all activities in the Fitness Customer Service department, meeting all performance standards and established goals of the organization.
• Achieved internal and external performance standards by evaluating daily telephone reports and call flows, reporting results to senior management, and resolving barriers, including adjusting staff schedules to accommodate call volume.
• Ensured customer service agents provided courteous and accurate information by completing proper training, conducting ongoing educational meetings, and scheduling one-on-one time with supervisors, while overseeing day-to-day call center operations and resolving complex issues.
• Implements and monitors operational policies and procedures and quality oversight to ensure compliance with regulatory accreditation, health plan delegation, and ASH standards
• Accountable for hiring, training and retaining high performance and injury free team members including determining staffing needs for temporary, part-time, and full-time personnel and making recommendations to Senior Management.
• Demonstrates good judgment through appropriate delegation while maintaining proper oversight and follow up; prepares leadership staff for situational delegation by directing, educating and evaluating supervisory staff.
• Use effective project management skills and tools to facilitate projects, remove barriers, monitor milestones, and accomplish deliverables according to plan.
• Managed resources effectively (people, time, expenses) to operate within or below budgetary targets based on current business environment.

• Developed, managed, and evaluated all activities within assigned scope of authority. Maintained accuracy and productivity to meet company standards.
• Led cross-functional teams to streamline operational workflows and strengthen service consistency.
• Managed daily priorities, escalations, and resource allocation to maintain timely departmental output.
• Coordinated process improvements to reduce errors and improve documentation accuracy.

• Manages staff performance, system monitoring, issue resolution, and process support.
• Provided oversight and collaborated with other teams for system updates required for service delivery teams to execute ASHM services.
• Oversaw management of designated systems to ensure efficient operation.
• Oversaw direct group administration including group and member enrollment, invoicing, data reconciliation, and member issue resolution.
• Facilitated issue resolution research, oversaw process management, and tracked activities of the Change Control Board (CCB).
• Supported Associate Vendor Manager in oversight of vendor relationships including contract updates, rate negotiations, and service delivery.
• Managed performance, evaluations, mentorship, and training for all team members.
• Accountable for establishing and achieving goals and objectives for department and staff; reports results to Management, identifies and resolves barriers to achieve results.
• Monitored operational policies and procedures to ensure compliance with regulatory accreditation and health plan delegation standards.
• Accountable for hiring, training and retaining high-performance team members.
• Ensured confidentiality of member, provider, client, and proprietary information through secure practices.
• Ensured assigned deliverables for self and team members are appropriately scoped and executed
• Created and streamlined processes to address complex client or project needs, improving responsiveness and efficiency.
• Displayed a high level of critical thinking in cross-functional process analysis and problem resolution of identified issues and/or development of new processes.
• Supported continuous and process improvement activities.

Developed, managed, evaluated and was responsible for all activities within assigned scope of authority. Ensures accuracy and productivity achieve/exceed company standards. · Accountable for achieving internal and external performance standards. Evaluated daily telephone reports and call flows. Reported results to Senior Management and identified and resolved barriers to achieve results including adjustments to staff schedules to accommodate the volume of incoming calls. · Ensured the Customer Service Agents were providing courteous and accurate information to their callers by ensuring the proper training was completed, ongoing educational meetings were conducted, and one-on-one time was scheduled with their supervisor. Assists in overseeing the day-to-day operations of the call centers and assisting with difficult/complex issues. · Implemented and monitored operations policies and procedures and quality oversight to ensure compliance with regulatory accreditation, health plan delegation, and ASH standards. · Accountable for hiring, training and retaining high performance and injury free team members including determining staffing needs for temporary, part-time and full-time personnel and making recommendations to Senior Management. · Conveyed clear and concise messages appropriate to intended audience; represented department in a professional manner through effective oral and written communication. · Demonstrated good judgment through appropriate delegation while maintaining proper oversight and follow up; prepared leadership staff for situational delegation by directing, educating and evaluating supervisory staff. · Used effective project management skills and tools to facilitate projects, remove barriers, monitor milestones, and accomplish deliverables according to plan. · Used resources effectively (people, time, expenses) to manage within or below budgetary targets based upon current business environment. · Completed performance reviews timely. · Completed all research necessary to prepare written responses to inquiries from other department within established deadlines.