Arnela Nasic
Shrewsbury,MA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Business Operations Supervisor
Teladoc Health
08.2022 - Current
- Regularly manipulated and analyzed large datasets, uncovering trends, and formulating actionable recommendations that were pivotal to stakeholders, aligning closely with OpenTable's requirement for handling large data sets
- Spearheaded collaborations between departments to assess and optimize outcomes productivity to influence different departments
- Developed and rolled out an innovative onboarding program that leveraged technology and remote tools, yielding a 15% surge in overall productivity
- Initiated and cultivated relationships across various teams, aligning organizational OKRs and enhancing overall company engagement
- Pioneered initiatives focused on organizational change management and business performance optimization, highlighting a consistent commitment to process enhancement.
Supervisor Member Services
Point 32Health (Merger of Tufts health Plan and Harvard Pilgrim)
02.2022 - 11.2019
- Rapidly restructured onboarding and training to adapt to pandemic-driven virtual requirements, reflecting agility and foresight in enhancing quality by 7%
- Analyzing and managing member feedback and work with marketing and our social media teams to find training or updating public websites
- Collaborated efficiently with the workforce management to pinpoint and bridge staffing coverage gaps, to avoid NPS decrease
- Regularly assessed call coaching data, translating quantitative results into impactful strategies to uplift team performance and boost customer satisfaction
- Investigated data anomalies, evaluated policies, and steered the creation of strategic recommendations, aiding leadership in pivotal decision-making and long-term operational planning
- Spearheaded the inception and successful rollout of new system projects, boosting accuracy rates by up to 30% and underscoring a knack for technological and systemic enhancements.
Team Lead Member Services
Tufts Health Plan
11.2019 - 05.2018
- Devised and launched a comprehensive system for tracking and enhancing team performance metrics, and analyzed department work aids, resulting in a increase in productivity and a 15% improvement in staff knowledge base
- Led critical consultations with external parties to resolve discrepancies and craft expert solutions, reducing operational inconsistencies and stepped in as an interim supervisor, ensuring seamless operations and boosting team cohesion by 10%
- Orchestrated rigorous training and mentorship programs for both new and existing staff, incorporating innovative methods such as call monitoring and side-by-side coaching, which collectively enhanced staff performance by 35%
- Conducted stringent audits of documentation to guarantee compliance with quality and legal requirements, reducing the risk of non-compliance.
Member Services Representative
Tufts health Plan
05.2018 - 04.2015
- Successfully handled over 55 calls per shift, aiding new members, retrieving member data, and offering relevant plan information
- Actively pursued training opportunities to enhance customer relationship management abilities and further improve satisfaction scores
- Achieved a high satisfaction rating by proactively resolving customer issues in a single call.
Mulit-Channel Sales Associate
BestBuy
01.2016 - 09.2013
- Recognized as Employee of the Year and consistently awarded for monthly sales achievements, demonstrating in-depth product knowledge and effective sales strategies to convert casual shoppers into customers, resulting in a 5% increase in sales.
Direct Support
State of Arizona Child and Family Support Services
05.2013 - 05.2012
- Assisted Social Workers with wellness checks and home visits to supervise separated families.
Education
Criminal Justice -
Arizona State University
Tempe, AZHigh School - undefined
Berry Goldwater
Glendale, AZSkills
- Strategic Leadership and Team Management
- Process Improvement and Optimization
- Advanced Data Analysis and Insights
- Stakeholder Engagement
- SaaS
- Mentorship and Talent Development
- Salesforce Expertise
- Customer Satisfaction
- Content Workflow
- Strategize Business Plans
- Develop Policies
- Program Optimization
- Database Maintenance
- Hiring and Onboarding
Websites
Certification
- Foundations of Leadership – Dale Carnegie
- LinkedIn: Data Fluency; Data Analysis; Managing and Analyzing Data in Excel.
Foundation Of Leadership
12 Week program part of dale carnegie program to improve and enhance myself as a growing leader
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Operations Supervisor
Teladoc Health
08.2022 - Current
Supervisor Member Services
Point 32Health (Merger of Tufts health Plan and Harvard Pilgrim)
02.2022 - 11.2019
Team Lead Member Services
Tufts Health Plan
11.2019 - 05.2018
Member Services Representative
Tufts health Plan
05.2018 - 04.2015
Mulit-Channel Sales Associate
BestBuy
01.2016 - 09.2013
Direct Support
State of Arizona Child and Family Support Services
05.2013 - 05.2012
Criminal Justice -
Arizona State University
High School - undefined
Berry Goldwater