Brianna Amitrano
Senior Manager, Call Center Operations
Charlotte,NC
Summary
Results-driven Senior Manager with expertise in fostering high-performing teams and facilitating cross-functional collaboration. Skilled in implementing innovative solutions to complex challenges while prioritizing continuous improvement and sustainable growth. Currently pursuing a master’s degree in Clinical Mental Health Counseling, enhancing proficiency in trauma-informed communication and behavioral health support.
Overview
23
23
years of professional experience
Work History
Senior Manager, Contact Center Operations
Centene
Charlotte, NC
07.2023 - Current
- Designed and implemented a Global Medicaid Training Program, standardizing call flows, documentation, and escalation handling across states to improve service consistency and regulatory readiness.
- Led enterprise-wide training and performance excellence strategy for multi-state Medicaid contact center operations, ensuring CSAs deliver accurate, compliant, and empathetic service in high-volume environments.
- Partnered with QA leadership to analyze quality dashboards, scorecards, complaint trends, FCR, AHT, and escalation data, translating insights into targeted training and real-time coaching interventions.
- Launched Workday Learning (LMS) to enable scalable blended learning, standardize KPIs, and improve reporting across remote training teams.
- Developed real-time new hire escalation reporting, enabling immediate post-training performance support during onboarding and the first 90 days of production.
- Collaborated with Product, Platform, and Governance teams to develop training materials, job aids, and documentation for system enhancements, workflow changes, and policy updates.
- Managed change for platform transformations, including telephony modernization from Avaya to AWS, ensuring training readiness for system releases and operational shifts.
- Implemented AI-enabled and automation technologies to streamline call flows, support CSA decision-making, and enhance consumer experience.
- Championed accessibility, equity, and inclusion by designing training that supports diverse learning styles and high-risk populations, including foster care members.
Manager, Training & Member Services
Centene
Long Island City, NY
09.2018 - 07.2023
- Directed enterprise training and operations teams supporting Medicaid, ACA Marketplace, Medicare, CHP, MLTC, authorizations, and transportation services.
- Managed performance of 200-250 BPO and temp CSAs, achieving consistent exceedance of KPI and quality expectations.
- Led development of trainers, instructional designers, leaders, and BPOs, delivering scalable virtual training for 650-970 CSAs across multiple states, enhancing training effectiveness.
- Designed and delivered annual Open Enrollment training for Marketplace and Medicare, preparing CSAs to support eligibility, enrollment, special enrollment periods (SEPs), appeals, and premium-related inquiries.
- Oversaw CMS- and HIPAA-compliant training delivery, supporting NYS Article 44 audits with recognized outcomes, including zero findings in 2024.
- Implemented and led systems training for Salesforce, provider portals, ESI, MedHOK, and telephony platforms, improving documentation accuracy and reducing handle time.
- Onboarded two BPOs handling 35% of total call volume, ensuring consistent quality, productivity, and training standards.
- Enhanced curriculum to support complex behavioral health and crisis call handling, later adopted by internal clinical leadership teams.
- Established performance-based learning interventions linked to QA scores, CSAT, AHT, escalation rates, and complaint trends, driving targeted improvements in training outcomes.
- Managed onboarding process from offer acceptance to successful completion of onboarding program.
Senior Corporate Trainer, Human Resources
Centene (formerly Fidelis Care)
Rego Park, NY
05.2016 - 09.2018
- Designed and delivered large-scale blended learning programs using adult learning principles, supporting 600–700+ employees annually.
- Conducted enterprise training audits to enhance design consistency, accessibility, and real-world application across business units.
- Led annual Open Enrollment training for sales and field staff, enhancing readiness and service quality.
- Partnered with HR and business leaders to assess development needs and implement targeted learning initiatives.
Corporate Trainer, Human Resources
Centene (formerly Fidelis Care)
Rego Park, NY
09.2014 - 05.2016
- Collaborated with department leaders to identify skill gaps, creating targeted training solutions that addressed specific departmental needs.
- Developed and implemented interactive onboarding and e-learning programs, enhancing new hire engagement and accelerating time-to-proficiency.
- Supported mentorship and coaching programs, contributing to employee retention and fostering professional development.
Marketing Supervisor / Store Manager / Area Manager
Centene, Clearwire, Verizon Wireless
01.2003 - 01.2014
- Led multi-site teams, designed training programs to enhance customer experience and sales performance.
Education
Master of Arts (M.A.) - Clinical Mental Health Counseling
Liberty University
Lynchburg, VA01-2028
Bachelor of Arts (B.A.) - Forensic Psychology
CUNY John Jay College of Criminal Justice
New York, NYNew York, NY
Associate of Arts (A.A.) - Criminal Justice
Nassau Community College
Garden City, NYGarden City, NY
Skills
- Contact center management
- Quality assurance
- Escalation handling
- Regulatory compliance
- Medicaid management
- Medicare compliance
- Healthcare marketplace knowledge
- Health privacy regulations
- Data privacy handling
- Compliance readiness
- Learning strategy
- Instructional design
- Adult learning methodologies
- Curriculum management
- Tech onboarding
- Learning platforms expertise
- Remote enablement
- Automation implementation
- Customer relationship management
- Management strategies
- Virtual team leadership
- Organizational change
- Interdepartmental collaboration
- Analytical decision-making
- Ongoing improvement
- Messaging strategies
- Collaborative teamwork
Timeline
Senior Manager, Contact Center Operations
Centene
07.2023 - Current
Manager, Training & Member Services
Centene
09.2018 - 07.2023
Senior Corporate Trainer, Human Resources
Centene (formerly Fidelis Care)
05.2016 - 09.2018
Corporate Trainer, Human Resources
Centene (formerly Fidelis Care)
09.2014 - 05.2016
Marketing Supervisor / Store Manager / Area Manager
Centene, Clearwire, Verizon Wireless
01.2003 - 01.2014
Master of Arts (M.A.) - Clinical Mental Health Counseling
Liberty University
Bachelor of Arts (B.A.) - Forensic Psychology
CUNY John Jay College of Criminal Justice
Associate of Arts (A.A.) - Criminal Justice
Nassau Community College