Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
SeniorSoftwareEngineer
Christine M. Niles

Christine M. Niles

Ponte Vedra,Florida

Summary

Award winning, highly motivated servant leader, with natural relationship-building and communications skills. Bringing over two decades of cross-functional experience working in a matrixed organization, consistently offering best-in-class customer service, problem-solving and planning abilities. Focused on using morale-building techniques to maximize engagement. A natural connector, easily establishing mutual partnerships.

Overview

14
14
years of professional experience

Work History

Business Manager

UnitedHealthcare
Ponte Vedra - Remote, FL
11.2023 - Current
  • Managed 8 to 10 supervisors, providing guidance and direction to ensure we are achieving the required business goals.
  • Established and maintained relationships with advocates, leads, supervisors, clients, and partners.
  • Provided feedback to improve strategies, processes, and initiatives.
  • Drove high performance by developing team members.
  • Analyzed customer feedback to improve customer satisfaction.
  • Organized meetings with supervisors to discuss objectives, strategies, and timelines for completing tasks.
  • Recommended process improvements that would increase customer satisfaction and productivity.
  • Ensured compliance with company regulations and policies.
  • I assessed employee performance monthly, recommended changes, and improvements as needed.
  • Prepared monthly business reviews of my team's performance for the director team.
  • Collaborated and built trust within the organization to ensure we meet or exceed customer expectations.
  • Directed customer service policies to enhance customer satisfaction and loyalty.
  • Cultivated a positive organizational culture and work environment to motivate employees.
  • Coordinated with HR to recruit, train, and retain top talent, ensuring a high-performance team.
  • Delegated work to staff, setting priorities and goals.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting employee relationships.

Operations Manager, OptumRx

UnitedHealth Group Inc
Jacksonville, FL
04.2016 - Current
  • Manage the day-to-day customer service operations, leading 10 supervisors and 200+ advocates, answering customer questions through multiple communication channels about our pharmacy benefit manager.
  • Retain existing talent, recruit, hire, and train strong supervisors on employee relations and operational policies and procedures.
  • Built strong teams to meet and exceed operational demands, and employee needs.
  • Implemented employee engagement programs; kept morale high with rewards and recognition programs.
  • Collaborate with peers, set key engagement indicators, and strategize to improve the environment.
  • Guide employees to understand and meet challenging customer needs and expectations.
  • Work cross-functionally to identify issues and implement solutions to complex issues impacting multiple operations.
  • Aided senior leadership in generating AHT reports, and recommended corrective action plans to improve efficiencies.
  • Planned meetings/dinners with potential clients, including Morgan Stanley, Sears, Capital One, and Ford Motor Company.
  • Built lasting client relationships by utilizing active listening, effective communication, and dynamic interpersonal skills.
  • Analyze data, and recommend streamlining processes to save on operational costs.
  • Returned to previous role as a Customer Service Operations Manager in April 2020; funding ended on the Closed Loop project, so employees were disbursed to other departments.

Senior Operations Manager Closed Loop

OptumRx
Jacksonville, FL
12.2019 - 04.2020
  • Managed Closed Loop NPS reporting process, obtaining survey data through Qualtrics for the VP of Customer Service, Prior Auth & Specialty Responsible for 2 Senior Supervisors (26) and 50 Senior Advocates (23) analyzing/reporting on NPS data
  • Established short and long-term NPS goals, providing monthly results to Sr leadership in the three business areas
  • Optimized productivity: scheduling staff when customer likely to answer; discussing detractor score given
  • Encouraged employees to share ideas, feedback gained through NPS analysis with team to increase performance
  • Recruited individuals demonstrating passion and dedication to our OptumRX customers to improve Closed Loop
  • Conducted staff evaluations and determined promotions and then reduction in workforce when funding ended
  • Fostered strong relationships with the Vice President and Directors maintaining monthly communication with each
  • Presented NPS analysis to Sr leaders, detailing areas of improvement/solutions to achieve NPS goals/objectives
  • CLOSED LOOP PROJECT ENDED; Funding abruptly ended; I was sent back to my previous Ops Manager role, however as a part of the WAH-Pilot the VP was running. I worked virtually as an Ops Manager over a Brick & Mortar site in Orlando.

Vice President, Ops Manager - New to Citi

Citibank
Jacksonville, Florida
02.2011 - 04.2016
  • Managed daily operations of 200 Sales Associates, spearheading implementation of short and long-term strategies to achieve business profitability goals with clients that are New to Citi(bank)
  • Orchestrated Customer Experience activities to promote increased NPS, Satisfaction and Resolution rates
  • Continuously reached business-defined performance guarantees
  • Partnered with NICE Analytics to evaluate processes and improve procedures for more effective call listening
  • Communicated regularly with senior leaders, delivered pertinent data related to progress and direction of projects
  • Cultivated and maintained positive relationships with employees, clients, senior leaders, and executives

Education

Citibank - U2O

Citi University
2011

Skills

  • Natural leadership abilities, Build strong relationships with staff through caring, communication & credibility
  • Successful recruiting/hiring/developing new talent
  • Excels at identifying & developing (HiPo) individuals for succession; engagement scores reliably in the 90s
  • Achieving optimal levels of personal performance; motivates team to achieve goals for self & organization
  • Collaborate to maintain relationships with internal partners; work together to ensure Client satisfaction
  • Delegates tasks to optimize employee strengths and competencies
  • Ability to use CMS, RTA, IEX, NICE, & Nexidia; Microsoft Suite, Excel, Outlook, PowerPoint & Word
  • Clear understanding of Workforce & Staff planning
  • Identify, analyze & solve problems using known processes or suggest alternate courses of action
  • Servant Leadership; high degree of caring, honesty, loyalty & integrity; builds confidence amongst staff
  • Communicate United Culture, confidently & effectively, so staff understands, accepts, and adheres to it
  • Demonstrated ability to exceed established performance goals; AHT, Availability, Adherence & NPS
  • Diffuse irate members, take ownership of problem, research & provide resolution
  • Communicates clearly, openly, effectively and forcefully as needed
  • Ability to work independently in the virtual world

Accomplishments

  • Nominated for Optum SuperHero Award - 2018, 2020 & 2021
  • Nominated for UHG Call Center Manager of the Year Award - 2018
  • Recipient of 2013 Leaders in Excellence Award - Citi's Highest Honor
  • Chosen to participate in Citi's inaugural U2O Program - 2010
  • Won five quarterly Quality Excellence Awards at Citi

Timeline

Business Manager

UnitedHealthcare
11.2023 - Current

Senior Operations Manager Closed Loop

OptumRx
12.2019 - 04.2020

Operations Manager, OptumRx

UnitedHealth Group Inc
04.2016 - Current

Vice President, Ops Manager - New to Citi

Citibank
02.2011 - 04.2016

Citibank - U2O

Citi University

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Christine M. Niles