Cory Darden
Charlestown,United States
Summary
Results-oriented professional and effectual leader with proven ability to exceed in a highly matrix environment. Thirteen years management experience, mentoring individuals to maximize levels of productivity, while forming cohesive team environments. Proven track record of excellent interpersonal abilities cultivating and fostering positive professional relationships. Effective communicator with executive, functional and technical associates across various levels of an organization. Possess a solid foundation of knowledge and understanding of Medicare and Medicaid. Technically proficient in MS Word, Excel, Access, PowerPoint and Visio, programming in Visual Basic and HTML; Web design, Adobe Photoshop, Illustrator and writing SQL code Oracle, Aspect and Verint and Six Sigma methodologies.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Portfolio Management Lead - Human Resources
Humana
06.2022 - Current
- Fill executive board seats and leadership development opportunities within the organization
- Manage Talent Risk assessment to ensure effective identification and mitigation of talent-related risks
- Oversee talent management projects from initiation to completion, ensuring alignment with organizational goals and objectives
- Contribute to the establishment and implementation of strategic workforce planning initiatives to drive organizational success
- Analyze talent data and metrics to identify trends, insights, and areas for improvement, providing actionable recommendations to senior leadership
- Spearhead initiatives to enhance employee engagement and promote a culture of continuous learning and development
- Partner with external vendors and consultants to leverage industry expertise and resources for talent management initiatives
- Act as a change agent to drive adoption of new talent management practices and tools across the organization, specifically the Team Performance Model.
- Collaborated with HR team members on special projects related to the Talent Management process or other HR initiatives as needed.
- Established positive working relationships with outside leadership development agencies, colleges, and other sources of leadership development opportunities Nonprofit organizations.
Operational Lead, Beneficiary Services Tricare
Humana
12.2018 - 06.2022
- Lead a team of senior process improvement consultants which supports the Tricare/Beneficiaries contact center
- Identify and create standard processes throughout the organization
- Lead process improvement projects which drove business results across the organization including a Six Sigma Green Belt cost savings initiative
- Partnered with all functional areas and adjacent departments to help define processes, process capabilities, access gaps and develop gap closure plans to minimize impacts to our customers
- Ensured department-level goals and metrics are aligned to Beneficiary Services strategy
- Provide organizational leaders with awareness, knowledge, and guidance of Lean principles and Six Sigma methodologies
- Collaborated with organizational leaders to drive improvements in specific areas by leveraging process improvement tools.
- Assisted in the development of new processes related to beneficiary services.
- Coordinated referrals for additional resources when necessary.
- Ensured compliance with applicable laws, regulations and guidelines.
- Documented all interactions with beneficiaries including case notes and contact logs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Manager, Workforce Management Healthcare Services
Humana
11.2017 - 12.2018
- Provided counsel and lead a team of Workforce Process Managers which supported three business lines under HealthCare Services
- Guided WFM Process Managers with coaching and developing WFM analysts, as well as manage and distribute work items
- Proactively participated in strategic planning conversations with regards to future operational staff needs
- Partnered with Operations Leaders, HR, Recruiting and Learning to develop and execute on hiring needs, with consideration of financial, strategic, and tactical implications
- Lead translation of business objectives into executable plans with emphasis on resource optimization and service level delivery
- Accountable for general oversight of forecasting daily and interval level workload to efficiently and effectively meet customer demands
- Utilized expertise to help drive Operations strategic agenda along with making recommendations to improve operational efficiencies and service delivery in a multi-site service center environment across two unique line of businesses.
Manager, Behavioral Health
Humana
01.2016 - 11.2017
- Provided direction on daily tasks to the Staffing Optimization Team while overseeing forecasts and plans, measured performance, identified opportunities and made recommendations to best achieve KPI metrics for the contact center (inbound and outbound)
- Partnered with the Contact Center management team on initiatives to support new business growth and overall operations
- Assisted with Real-Time and Intra-Day activities to ensure operational goals were met
- Researched and recommended performance and efficiency improvement processes and changes
- Developed partnerships with key stakeholders to validate weekly and monthly call volume forecast assumptions based on historical data, and remained informed regarding Call Center initiatives.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership during times of organizational change or crisis situations.
Front Line Leader, Workforce Management
Humana
12.2013 - 01.2016
- Ensured appropriate staffing levels are achieved to handle an accurately forecasted workload at service level with quality and ensure resources are managed effectively
- Coordinated, coached, developed, and supervised the daily activities of a team of analysts
- Provided guidance and leadership to associates and serve as a mentor for their day-to-day activities
- Identified reasons for variation in individual performance and took appropriate actions that transform associates to perform in ways that they and all stakeholders value
- Analyzed where knowledge and skill gaps exist within the team and identify where and what kind of training or other forms of support should be provided
- Champion proactive communication with other departments to ensure efficient, accurate and timely responses to internal and external customer needs
- Partnered and interact with Contact Center leadership and functional peer group to gain cooperation in completing initiatives
- Developed and implemented process improvement initiatives aimed at improving overall center performance
- Monitored volume, handle time trends and agent utilization, call trends through use of management information systems (eWFM, Avaya CMS, Avaya Proactive Contact, RTA & etc.)
- Responsible for managing specific projects, create processes related to workforce management.
Workforce Senior Analyst, Workforce Management
Humana
11.2012 - 12.2013
- Formulating short and long term forecast to satisfy customer needs and business level strategies within Individual Medicare line of business
- Offered guidance and best business practices to operation leaders to resolve business issues needed to accomplish the organization's objectives through root cause and data analysis
- Executing capacity planning and providing a monthly view of FTE requirements to ensure internal and external contact centers are staffed efficiently
- Build relationships with vendors management and operation leaders by virtue of effective communicating
- Leverage existing resources to overcome reporting barriers; improving the efficiency of key performance indicators process; to deliver the data timely
- Responsible for providing training to peers on various process improvement projects
- Managed the boarding of new hire associate in workforce specific systems along with presenting a high-level overview of our department to new associates.
Operations Consultant/Project Analyst, Operations Accounting
Bank of America Merchant Services/First Data
10.2010 - 07.2012
- Responsible for development of monthly loss revenue report, operating cost expense and department production metrics along with promulgating to Senior Management
- Oversee debit team's production of completing cardholder and merchant transaction exceptions
- Responsible for various process improvement projects utilizing macros and VBA which increase production by 25% and overall customer satisfaction
- Created and maintained department Sarbanes-Oxley (SOX) process maps to mitigate accounting errors and fraudulent practices.
Senior Project Analyst, Loss Prevention
Bank of America Merchant Services/First Data
09.2009 - 10.2010
- Developed and implemented department procedures and process maps
- Presented monthly business analysis to internal and external customers identifying gaps in end-to-end merchant process, along with investigating and monitoring fraud risk
- Discussed and identified potential risk opportunities for various lines of business areas, frequently sharing with Senior Management to mitigate loss and impacts to the business.
Manager Global Technology and Operations, Small Business Banking
Bank of America Merchant Services/First Data
07.2005 - 09.2009
- Responsible for the management and day to day supervision of 16-20 associates
- Various duties included: performance reviews, coaching, training and career development
- Monitored calls, focusing on performance development, call handling statistics and service level adherence
- Worked closely with peer group to ensure monthly service levels were achieved through queue and staff management for entire Call Center
- Responsible of the recruitment, interviewing and hiring process of future associates
- Implemented career development plans for direct reports
- Completed special department projects as assigned.
Education
Masters - Human Resource Management
Webster University
07.2016
Masters - Management and Leadership
Webster University
07.2016
Bachelors - Management
Indiana Wesleyan University
12.2013
Engineering Computer Science -
University of Louisville
05.2002
Skills
- Interviewing Techniques
- Diversity and Inclusion
- Organizational Development
- Internal Communications
- Business Development
- Performance Management
- Operations Management
- Strategic Planning
- Marketing
- Workforce Management
- Business Planning
- Staff Training and Development
- Time Management
- Performance Evaluations
- Project Management
- Complex Problem-Solving
Accomplishments
- University of Louisville Center for Engaged Learning Advisory board member
- Successfully coordinated and managed two Associate Engagement Counsel Events; boosting company morale, opening channels of communication across several business platforms and creating network opportunities within the line of business
- Developed intranet web tool which linked systems into a centralized operation, resulting in maximized productivity thereby improving potential company profitability
- Create VBA programming to increase production and effectiveness for various team's daily functions throughout the organization
- Successfully completed Humana's Enterprise Solutions Academy program
Certification
- Six Sigma Green Belt certified - mitigated revenue losses
- Lean Six Sigma certified
Timeline
Portfolio Management Lead - Human Resources
Humana
06.2022 - Current
Operational Lead, Beneficiary Services Tricare
Humana
12.2018 - 06.2022
Manager, Workforce Management Healthcare Services
Humana
11.2017 - 12.2018
Manager, Behavioral Health
Humana
01.2016 - 11.2017
Front Line Leader, Workforce Management
Humana
12.2013 - 01.2016
Workforce Senior Analyst, Workforce Management
Humana
11.2012 - 12.2013
Operations Consultant/Project Analyst, Operations Accounting
Bank of America Merchant Services/First Data
10.2010 - 07.2012
Senior Project Analyst, Loss Prevention
Bank of America Merchant Services/First Data
09.2009 - 10.2010
Manager Global Technology and Operations, Small Business Banking
Bank of America Merchant Services/First Data
07.2005 - 09.2009
Masters - Human Resource Management
Webster University
Masters - Management and Leadership
Webster University
Bachelors - Management
Indiana Wesleyan University
Engineering Computer Science -
University of Louisville
Similar Profiles
Lindsey WilsonLindsey Wilson
Grievance & Appeals Representative 3 at HumanaGrievance & Appeals Representative 3 at Humana
Monifah CocroftMonifah Cocroft
Healthcare Customer Service Representative at HumanaHealthcare Customer Service Representative at Humana
Deirdre BerrebieDeirdre Berrebie
Utilization Review Nurse at HumanaUtilization Review Nurse at Humana
Jacqueline AugustinJacqueline Augustin
Lead Medical Assistant 4 at HumanaLead Medical Assistant 4 at Humana
Steven RickettsSteven Ricketts
Computer Technician at PegatronComputer Technician at Pegatron