Connor Ferreira
Lewes,DE
Summary
Accomplished and dynamic operations professional with over 10 years of experience across business development, partnerships, sales, consulting, and people management roles within the retail, technology, and healthcare sectors. Equipped with certifications in 'Foundations in Project Management' and 'Project Initiation' as a steppingstone toward CAPM Certification. Exceptionally skilled in fostering strategic partnerships, executing product launches, and developing go-to-market plans. Possesses a robust understanding of complex technical and product concepts and has a proven track record of delivering results in fast-paced and ambiguous environments.
Overview
6
6
years of professional experience
Work History
Associate
Oscar Health
01.2022 - 10.2023
- Develop regulatory, product, KMS implementation strategy within the member, broker, & provider lifecycle (concierge/care teams, complaints, grievances, & appeals, strategic outbound team, provider & broker services)
- Built relationships internally & externally to service client and member needs to ensure quick resolution for requests and individual member issues
- Wrote SOPs and internal desktop procedures for all stakeholders
- Partners with outside departments (claims, provider data, clinical operations, product, IT) to bring issues to resolution
- Collaborates with Service Operations Compliance teams to ensure initiatives sought out by internal or external teams are within county, state, & federal regulation.
Team Lead
Cigna + Oscar
09.2019 - 04.2021
- Increased quality scores by over 25% in two months in a remote environment
- Grew department-wide member availability scores +5% through peer education
- Created collaborative partnership between sales teams and concierge to improve member experience as shown in lifts in member satisfaction +4.5%
- Implemented new processes & training for Cigna + Oscar concierge team for behavioral health care routing and support
- Collaborated with C+O sales & marketing to implement new sales program strategy linking concierge, internal and external brokers for a more streamlined small group experience resulting in quicker response times to member requests +50%.
Store Manager
Starbucks
04.2018 - 09.2019
- Boosted customer survey scores 100% thru constructive coaching and results-oriented motivation
- P+L controllable contribution increased 10% by correcting product levels, lowering food waste and labor management
- Elevated employee experience through new station layouts which reduced motion and increased productivity
- Expanded peak customer transaction count +5% by implementing new routines for employees
- Grew mobile order and pay business +7% with continuous evaluation & improvement of processes
- Assisted with district hiring plans through staff planning meetings and individual help.
Skills
- Workplace Safety
- Management Support
- Program Support
- Data Entry
- Preparing Reports
- Cash Handling
- Record and File Management
- Strategy Development
- Production Support
- Product Inspection
- Performance Improvement
- Performance Evaluations
- New Hire Training
Websites
Timeline
Associate
Oscar Health
01.2022 - 10.2023
Team Lead
Cigna + Oscar
09.2019 - 04.2021
Store Manager
Starbucks
04.2018 - 09.2019
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