Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Brandy Stanley

Sierra Vista,AZ

Summary

Experienced Owner, Corporate Trainer, Manager, Supervisor, Customer Service Lead, Customer Service Representative, Enrollment and Eligibility Processor; accounts payable and accounts receivable clerk, able to explain information clearly, recognize excellence in individuals, and inspire team members to achieve their potential while working toward common goals. Creative, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic, ability to thrive in a fast paced, high stress environment

Overview

18
18
years of professional experience

Work History

Owner

CREATIVE BLESSINGS
05.2020 - Current
  • Marketing/Advertisement
  • Various Sales; in-person, over phone and online
  • Create custom products per customer specification
  • Event Planning
  • Customer Service
  • Accounts Payable/Accounts Receivables
  • Contract Negotiations
  • Consulting
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Established foundational processes for business operations.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.

Training Lead

CONNECT FOR HEALTH
05.2019 - 05.2020
  • Content Development
  • Deliver training related to Connect for Health Process and systems and CBMS.
  • Deliver training related to Customer Service and Management
  • Certified State of Colorado Staff Development trainer
  • Trained and oversaw training of staff on relevant policies and procedures or other relevant areas.
  • Worked closely with C4HCO Manager to assess training needs and develop annual training plan Maintain certification with Staff Development Center
  • Utilized State's training material to successfully train system users per guidelines set by Staff Development Center
  • Certified State of Colorado Medical Assistance System Trainers
  • Develop training content for Peak, compounded income and APTC.
  • Assists partners/stakeholders with problematic cases.
  • Vendor Management
  • Develop and deliver up-training for staff as needed.
  • Escalation point of contact
  • Evaluated training needs to improve training quality.
  • Collaborate with Connect for Health Service Center and other vendors to improve processes
  • Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
  • Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
  • Provided virtual training and online presentations.
  • Traveled throughout Colorado training Department of Human Service Eligibility Workers
  • Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
  • Oversaw day-to-day functions of training department.
  • Recruited, trained and mentored new instructors.
  • Arranged meeting spaces and supporting materials for each class.
  • Lead special seminars for different types of employees.

Marketplace Operations Support Team Supervisor/Supervising Trainer

Connect For Health Colorado
07.2017 - 05.2019
  • Oversaw daily activities of Marketplace Operations Support Team employees, provide direction as needed, and manage Marketplace Operations Support Team culture
  • Manage, maintain and process work schedules, update attendance tracking, upkeep of employee records, approve timesheets and monitor PTO
  • Produce required productivity, quality assurance and training reports as well and ensures objectives and performance metrics are met.
  • Trains and oversaw training of staff on relevant policies and procedures or other relevant areas.
  • Worked closely with C4HCO Manager to assess training needs and develop annual training plan.
  • Maintain required Training Certification through Staff Development Center
  • Coordinated and facilitated federal and state level process reviews.
  • Identified areas of improvement and recommended new business processes and programs to Marketplace Operations Support Team manager for consideration.
  • Identified trends, developed recommendations and/or escalated issues to management in a timely manner, minimizing risk and improving customer experience.
  • Works with Quality Assurance team to adhere to quality standards.
  • Provided coaching and feedback to Marketplace Operations Support Team Employees
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Lead by example, motivating and encouraging agents to achieve goals.
  • Acts as back-up for Marketplace Operations Support Team manager.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Built highly efficient staff members through ongoing coaching and professional development opportunities.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Interceded between employees during arguments and diffused tense situations.
  • Contract Management

Marketplace Operations Support Team Trainer

Connect For Health Colorado
06.2016 - 07.2017
  • Maintain certification with Staff Development Center
  • Utilize State's training material to successfully train system users per guidelines set by Staff Development Center
  • Develop and deliver program specific training.
  • Act as liaison to partners/stakeholders
  • Create and conduct up-training for staff as needed.
  • Troubleshoot system issues and consult with necessary vendors to resolve.
  • Escalation POC
  • Collaborate with Connect for Health Service Center and other internal and external partners.
  • Collect and manage over time schedules and responsible for submitting CBMS (Colorado State Eligibility Program) certification for new staff and necessary revocation for terminated employees.
  • Assignment of work to staff
  • Daily reporting
  • Trained other employees in customer service, eligibility determination, and performance requirements.
  • Taught new team members correct procedures for all areas of operations.
  • Maintained current knowledge of all team position requirements.
  • Cross-trained existing employees to maximize team agility and performance.
  • Mentored junior employees to improve performance, call handling, and customer service.
  • Designed and executed training programs for new and existing staff members to provide knowledge, skills and techniques in performing tasks.
  • Produced training materials and gathered resources to equip staff with learning opportunities.
  • Provided coaching and mentoring to employees.
  • Established and maintained quality control standards.

Lead Enrollment and Eligibility Processor

Access Management For Connect For Health
07.2015 - 06.2016
  • Process all required work per the Colorado Access MA contract, related policies and procedures and State and Federal rules
  • Utilized State's Assistance Eligibility system to enter data and process all applications to determine eligibility while holding highest regards to accuracy, quality, security and privacy of CBMS
  • Training for Peak, compounded income and APTC
  • Maintained detailed and accurate records between multiple databases and programs.
  • Conducted financial screening and documentation gathering for clients to determine qualification for assistance programs.
  • Assisted applicants with Disability Applications per SSA criteria.
  • Troubleshoot problematic cases and submit Help Desk Tickets to State of Colorado if necessary.
  • Checked documentation for accuracy and validity on updated systems.
  • Maintained confidentiality of member information per HIPPAA
  • Escalation point of contact
  • Verified client information by analyzing existing evidence on file.
  • Collaborate with Connect for Health Service Center representatives to resolve eligibility determination issues.
  • Complete all tasks related to case maintenance on all APTC cases, which include mixed APTC and Medicaid or CHP+ households within turn-around time s and productivity standards
  • Collect and manage over time schedules and responsible for submitting CBMS paperwork for new staff and revocation paperwork for employees whose employment ended
  • Investigated issues and created solutions for members.
  • Distribute work assignments
  • Daily work report
  • Data Entry
  • Customer Service

ELIGIBILITY SPECIALIST

EXPRESS PROS/State Of Colorado Contract
11.2014 - 06.2015
  • Customer Service via inbound calls
  • Case maintenance for APTC eligible cases ensuring Volume 8 rules are followed as well as rules for APTC
  • Resolved discrepancies with client applications to verify eligibility.
  • Communicated with people from various cultures and backgrounds on application process.
  • Data Entered all required information and verify authenticity of verification to determine eligibility
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Assisted clients with accurate eligibility form, application and document completion.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Facilitated information and resource exchanges with external agencies to progress client applications.
  • Assignment of special projects
  • Case research
  • Access and knowledge of all necessary programs for both MA and Connect for Health including CBMS, MMIS, On Demand, SAVE, Service Portal, OCX, and Cloud
  • Case maintenance and corrections via phone
  • Responsible for processing applications with special circumstances
  • Built relationships with diverse stakeholders to achieve successful program implementation.

Customer Service Lead

MAXIMUS Through Randstad/MMC For State Of Colorado
03.2013 - 11.2014
  • Generate and distribute Tip of morning/afternoon based off of trends.
  • Morning walk through for attendance and dress code
  • Create and implement documents for ongoing training.
  • Conduct QAs for team and provide coaching if needed.
  • Assist with new training classes/integrate new hires to call center floor.
  • Manage queues and skillset priorities based off of business need.
  • Created and managed outbound call team
  • Supervise offsite Overflow Call center.
  • Assist with creating state requested desk guide/flip book.
  • Handled escalations either in person or over phone.
  • Provided assistance to Eligibility Department as needed.
  • Floor support for Call Center, fellow leads and management when necessary
  • Call Center contact for Human Resources and Health Colorado
  • Help Desk Tickets, Creditable Coverage Letters and Member Registration Letters
  • Peak Processing
  • Provide quality customer service while maintaining expectations set by department
  • Provide Service to Clients and Providers regarding eligibility of Medical Assistance Programs
  • Outbound calls to clients to inform of case status or outcome
  • CHP+, of Co-Worker Appreciation Day
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Administrative Assistant

Remedy Staffing
03.2012 - 03.2013
  • Data entry, telephone management and filing
  • Assisted with recruiting and job placement
  • Registering and testing of new applicants
  • Other assignments included Department of Revenue project where main responsibilities included processing of large volumes of mail

Scheduling/Delivery Manager

Celebrity Foods Inc
02.2005 - 02.2010
    • Oversight of Remote Warehouses
    • Maintain and manage all Company Vehicles
    • Maintain good relationships with all vendors/negotiate contract renewals and truck leases
    • Schedules and Payroll for Drivers and Scheduling Department staff
    • Comply with all DOT regulations
    • Manage drivers company wide
    • Work closely with Management Team
    • Work closely with Warehouse manager and staff
    • Manage on average of 15-20 employees both onsite and remotely
    • Event coordinator
    • Outbound and inbound calls to clients to schedule delivery
    • Create routes for Drivers based off of delivery areas
    • Reschedule deliveries as needed
    • Surpassed monthly companywide goals regularly
    • Created Canvass department
    • Create training materials and train all department staff
    • Interview and Hire employees for local office
    • Manage 10-15 employees, scheduling of said employees and ongoing coaching as needed
    • Increased sales appointments
    • Managed resources effectively to avoid unnecessary delivery delays.
    • Supervised delivery staff and general productivity.
    • Oversaw remote warehouse staff and maintained efficiency in fast-paced environment.

Education

Associate of Applied Science - Human Services

Community College of Denver
Denver, CO
2012

Skills

  • Efficient and Effective Communicator
  • Ongoing Process Improvement
  • Detailed and Organized
  • Staff Training and Development
  • Vendor Management
  • Negotiation
  • Management Team Leadership/ Team Building
  • Microsoft Office
  • 10-Key by touch
  • 45 WPM
  • Time Management
  • Customer Complaint Resolution with professional telephone etiquette
  • Marketing

Additional Information

  • Accomplishments , Medallion Award and High Honors Multiple Employee of the Month Awards Perfect Attendance Manager of the Year Multiple Team Recognition Awards

Timeline

Owner

CREATIVE BLESSINGS
05.2020 - Current

Training Lead

CONNECT FOR HEALTH
05.2019 - 05.2020

Marketplace Operations Support Team Supervisor/Supervising Trainer

Connect For Health Colorado
07.2017 - 05.2019

Marketplace Operations Support Team Trainer

Connect For Health Colorado
06.2016 - 07.2017

Lead Enrollment and Eligibility Processor

Access Management For Connect For Health
07.2015 - 06.2016

ELIGIBILITY SPECIALIST

EXPRESS PROS/State Of Colorado Contract
11.2014 - 06.2015

Customer Service Lead

MAXIMUS Through Randstad/MMC For State Of Colorado
03.2013 - 11.2014

Administrative Assistant

Remedy Staffing
03.2012 - 03.2013

Scheduling/Delivery Manager

Celebrity Foods Inc
02.2005 - 02.2010

Associate of Applied Science - Human Services

Community College of Denver

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