Summary
Overview
Work History
Education
Skills
Additional Information
Minor
Timeline
Generic

Brittney Ching

St. Petersburg,FL

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

15
15
years of professional experience

Work History

Manager, Workforce Management

Humana
05.2023 - Current
  • Managed an 80 advocate organization of three vendor teams and an internal team, including real time analysts (RTA), schedulers and planners, back-office scheduling.
  • Assigned, prioritized, and delegated tasks and responsibility to both internal and vendor employees
  • Coached and motivated team, driving process improvement and delivering exceptional customer service
  • Communicated plans and actions to meet departmental goals, including supporting 15 different Operational departments.
  • Utilized strong analytical and problem-solving skills to address operational issues
  • Developed personal growth opportunities, empowering employees to produce results and meet goals
  • Successfully completed complex projects on time while maintaining high-quality standards, showcasing strong project management abilities
  • This included overseeing four migrations to a new telecommunications platform (Genesys).

Senior Technology Implementation Professional, Workforce Management

Humana
03.2021 - 05.2023
  • Increased Knowledge Management (Verint) Product Usage by 300%
  • Co-presented at a national vendor conference regarding Knowledge Management (Verint) Product Usage on behalf on Humana
  • Proficiently organize and facilitate daily scrum with three internal teams
  • Actively resolved roadblocks to move requests forward
  • Complete sprint planning with three internal customer teams along with serving as the product owner
  • Effectively track progress and support a team of approximately 30, including potential barriers, carryover, and other pre-requisite needs
  • Presented to multiple levels of leadership, including and up to VP-level
  • Expertly promote continuous improvement and help teams increase productivity and foster improvement
  • Crafted data reporting for a variety of audiences and purposes, both ad hoc and scheduled
  • Determined and improved upon existing and new processes
  • Created approximately 15 job aides and process documents, with as short of a two-hour turnaround time

Technology Implementation Professional 2, Workforce Management

Humana
04.2018 - 03.2021
  • Successfully integrated Verint evaluations in over 10 departments, impacting approximately 10,000 employees across the enterprise
  • Served as subject matter expert for call recording and compliance capabilities for Avaya and Five9 within Verint
  • Managed on average 20 projects at a time for varying products, including but not limited to: Verint Workforce Management, Knowledge Management, Quality Evaluations, and Automation Anywhere
  • Supported User Acceptance Testing for the Verint product, including creating test data, criteria for automation testing, and all operational readiness needs
  • Cross-collaborated across not only several departments in scope but communication style
  • Learned to write Vision, Scope, and Requirements without instruction or training, successfully teaching myself to be one of the top two resources for VSRs within the team
  • Learned multiple programs with little instruction, taking it upon myself to test and learn using QA environments and manuals
  • These programs include Automation Anywhere, PaHub, CGX, Verint Form Designer, and Verint (including Scorecards, My Time, Interactions, etc.)
  • Assisted the ECOM team with the resources needed for the project

Clinical Administrative CoordinatorPrior Authorization Department

UnitedHealthcare
02.2017 - 04.2018
  • Multi-tasked by processing incoming faxes from providers, incoming email requests from Service Coordinators, and incoming phone calls from numerous sources
  • Identified and forecasted potential challenges by creating job aids for upcoming process changes
  • Maintained high quality service by providing assistance for special handle, complex member needs
  • Acted as one of the Travel Subject Matter Experts
  • Independently managed a travel log that required coordination with an external vendor and two separate departments
  • Effectively problem solved complicated requests, including collaborating with the Provider Services department to assist with claims resolution
  • Obtained the highest score of Exceeds Expectations (5 out of 5) for the year, despite this being the first year to the team

Clinical Administrative CoordinatorNational Letter Team

UnitedHealthcare
12.2014 - 02.2017
  • Learned to write for several states and lines of business, including: Arizona, Arizona Dental, Hawaii Medicare and Medicaid, Washington, and New Mexico
  • Trained other employees on different states’ letter writing expectations
  • Troubleshot technological and grammatical issues for other coworkers as the need arose
  • Acted as the Washington and Hawaii state Subject Matter Expert
  • Toggled between several systems to complete letters, including CareOne, ICUE, Scion, and multiple Sharepoint sites
  • Regularly exceeded the productivity score
  • Multi-tasked to complete several different states and/or functions during one day, including writing up to four different states’ letters

Service Advocate II

Farmers Insurance Hawaii
10.2009 - 12.2014
  • Completed tasks between phone calls, including co-leading an outbound project involving 300 prestigious customers that was delivered in half the expected time
  • Committed to life-long learning by starting the Chartered Property Casualty Underwriter designation and learning other skills including DiSC communication training
  • Consistently met or exceeded set standards, even when moving from servicing only one state (Hawaii) to servicing 46 states
  • Maintained a perfect 100% on survey scores from external customers for 16 months in a row
  • Represented our site as the Docusign Champion, which included encouraging other representatives, team leaders, and supervisors to learn the new program
  • Oversaw the department on Saturdays during the team leader’s break and lunch times
  • Assisted and encouraged representatives at several sites as a Help Desk representative
  • Completed tasks as part of the Customer Service Technical Support Unit, which included troubleshooting errors in the system and other complex tasks
  • Assisted Claims Representatives with questions that require expert skill, including evaluating policy contracts, current procedures, and other highly sensitive tasks

Education

B.S. - Journalism and Communications, Journalism Education

Grace College
Winona Lake, IN
05.2009

Skills

  • Azure Dev Ops
  • SharePoint 2010
  • Verint Workforce Management, Form Designer, and Knowledge Management
  • Microsoft Suite (Excel, PowerPoint, One Note, Teams, Planner, Word, etc)
  • Vendor management
  • Cross-functional teamwork
  • Power Automate
  • Power BI and Tableau
  • Genesys, FIve9 and Avaya

Additional Information

GPA: 3.5

Minor

Journalism Education

Timeline

Manager, Workforce Management

Humana
05.2023 - Current

Senior Technology Implementation Professional, Workforce Management

Humana
03.2021 - 05.2023

Technology Implementation Professional 2, Workforce Management

Humana
04.2018 - 03.2021

Clinical Administrative CoordinatorPrior Authorization Department

UnitedHealthcare
02.2017 - 04.2018

Clinical Administrative CoordinatorNational Letter Team

UnitedHealthcare
12.2014 - 02.2017

Service Advocate II

Farmers Insurance Hawaii
10.2009 - 12.2014

B.S. - Journalism and Communications, Journalism Education

Grace College
Brittney Ching