Summary
Overview
Work History
Education
Skills
Timeline
Generic

Curtis Idlette

Summary

An experienced results driven professional with leadership experience and expertise in driving performance results in operational metrics in customer service, accounts receivable collections and customer support. Possess excellent inter-personal, organizational and analytical skills. Accomplished in compiling and leveraging data to optimize processes and problem solving. A detail oriented, Licensed Health insurer who is familiar with ERISA, the Fair Claims Practices Model Act, claims processing, collections and policy benefit eligibility. Independent decision making skills and sound judgement skills

Overview

19
19
years of professional experience

Work History

Manager I - Customer Care (Hybrid)

Elevance Health
11.2022 - Current
  • Manage a team of Customer Care agents in Medicaid Medicare line of business
  • Developed and implemented operational metrics and KPIs
  • Operational Management, Performance evaluation, 1 on 1 Coaching, Call Monitoring, Compliance monitoring, Quality Assurance - Ensuring agent accountability
  • Agent development, training and hiring

Senior Manager - Operations and Customer Care

ICR, Inc.
07.2013 - 03.2022
  • Oversaw and managed a fast paced customer care and loan servicing center with a staff of 100 agents including 6 direct reporting managers and 10 team leads
  • Improved our SLA- KPIs thru process improvement initiatives
  • Commercial accounts receivable collections
  • Managed collections and loan serving staff as well
  • Collaboratively help manage multiple operational sites in 3 states
  • Annual reviews, monthly performance reviews, coaching one on one
  • Directed meetings
  • Forecasted Collection Revenues
  • Scheduling

Manager Operations

Financial Asset Management Systems
01.2011 - 07.2013
  • Oversaw operations for a team of 35 servicing agents
  • Prepared and implemented daily operational plans to set business up for success and meet demand
  • Helped meet budgeted revenues, expenses and net operation income with skilled team and resource management
  • Checked team activities regularly to verify compliance with operational procedures governing different business areas
  • Interviewed, hired and trained new employees to elevate team performance and knowledgebase
  • Maintained customer service-oriented philosophy with high engagement and satisfaction.

Operations Manager - Customer Support

West Asset Management
04.2005 - 12.2010
  • Oversaw operations for a team of 90 servicing agents
  • Educated customers about obligations in regard to service deliverables and consistently met outlined scope of services per contract terms
  • Supported customer and field teams in creating customer support plans for specific accounts
  • Conducted performance reviews
  • Forecasting
  • Hiring and Training

Education

Associate of Arts -

Florida Southwestern State College

License Health Agent

Skills

  • Licensed in Health, P&C Insurance
  • Collection Revenue Forecasting
  • Accounts Receivable B2B Collections
  • Sales
  • Policy declaration knowledge
  • Team Building Communicative
  • Negotiation
  • Customer Relationship Management (CRM)
  • Cross-functional Collaboration
  • Compliance and Regulatory Awareness
  • Escalation management
  • Reporting and documenting
  • Policy administration

Timeline

Manager I - Customer Care (Hybrid)

Elevance Health
11.2022 - Current

Senior Manager - Operations and Customer Care

ICR, Inc.
07.2013 - 03.2022

Manager Operations

Financial Asset Management Systems
01.2011 - 07.2013

Operations Manager - Customer Support

West Asset Management
04.2005 - 12.2010

Associate of Arts -

Florida Southwestern State College

License Health Agent

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Curtis Idlette