Cindee Espley
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Project Manager
REM Property Management
10.2023 - 01.2024
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
Capability Manager
OptumRx
02.2022 - 10.2023
- Increased team productivity by implementing streamlined processes and effective communication strategies across the enterprise.
- Achieved departmental goals by developing and executing strategic plans and performance metrics for UnitedHealthcare books of businesses.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery. Resulting in a 8% increase of NPS YoY.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among both internal and external clients.
Sr Digital Analyst
OptumRx
02.2020 - 02.2022
- Implemented advanced analytics tools to track customer journeys, improving overall user experience.
- Streamlined data reporting processes, resulting in more efficient decision-making for Digital Product and Senior Executives.
- Developed custom dashboards for stakeholders to visualize key performance indicators, enhancing business understanding.
- Collaborated with cross-functional teams to design effective digital strategies, driving growth and increasing market share within the UnitedHealthcare client space.
- Presented analytical findings to senior leadership at OptumRx and UnitedHealthcare regularly, influencing strategic decision-making based on data-driven insights.
Customer Experience Manager
OptumRx
07.2016 - 02.2020
- Enhanced customer satisfaction by implementing a streamlined feedback system.
- Increased employee retention through effective training and mentorship programs.
- Reduced response time to customer inquiries by optimizing support channels.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Conducted regular performance reviews with team members, fostering professional growth and development.
Client Advocate Manager
OptumRx
07.2013 - 07.2016
- Enhanced high touch client satisfaction by addressing concerns and providing timely solutions. (Nike, Hewlett Packard)
- Streamlined communication channels for improved efficiency in handling client inquiries.
- Maintained high levels of client retention with personalized follow-up strategies.
- Resolved complex issues, ensuring a positive customer experience and fostering long-term relationships.
- Managed a diverse portfolio of clients, tailoring advocacy strategies to suit individual needs and preferences.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities for my team of 20 client advocates.
Customer Service Call Center Supervisor
OptumRx
08.2012 - 07.2013
- Coached and mentored agents for increased performance, resulting in higher customer service ratings for my team of 15.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Improved customer satisfaction by implementing new call center strategies and streamlining processes.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Call Center Manager
Apria Healthcare
01.2009 - 05.2012
- Managed the daily operations of both inbound and outbound call center advocates for a team of 55
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
Revenue Cycle Supervisor
Apria Healthcare
03.2006 - 01.2009
- Enhanced revenue cycle efficiency by implementing strategic process improvements and workflow optimizations.
- Streamlined billing procedures for increased accuracy, reducing errors and improving overall collections. Reduced aging prior authorizations by 50% in 30 days and collected over 250K.
- Coached and mentored team members for professional growth, resulting in enhanced job performance and higher employee satisfaction.
- Managed accounts receivable aging, ensuring timely follow-up on outstanding balances and prompt resolution of discrepancies.
- Performed root cause analysis to identify issues affecting revenue cycle performance, implementing corrective actions to drive improvement.
Skills
- Business Planning
- Workflow Optimization
- Process Improvement
- Data Analysis
- Coaching and Mentoring
Accomplishments
- Chosen to participate and attend the Emerging Leadership Program in 2021 at OptumRx.
- Successfully led a team of 30 in the development of the go forward position for Prior Authorization for ORCA. Responsible to project manage the Prior Authorization teams from a multi million dollar acquisition.
- 25+ years in leadership with youth and young adults within my church community.
- Studied abroad and embraced the culture in both New Zealand and Bangladesh. Responsible to implement teaching standards and lessons for orphanages in Chittagong, Bangladesh.
Timeline
Project Manager
REM Property Management
10.2023 - 01.2024
Capability Manager
OptumRx
02.2022 - 10.2023
Sr Digital Analyst
OptumRx
02.2020 - 02.2022
Customer Experience Manager
OptumRx
07.2016 - 02.2020
Client Advocate Manager
OptumRx
07.2013 - 07.2016
Customer Service Call Center Supervisor
OptumRx
08.2012 - 07.2013
Call Center Manager
Apria Healthcare
01.2009 - 05.2012
Revenue Cycle Supervisor
Apria Healthcare
03.2006 - 01.2009
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