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).
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)