Cynthia Gardner
St. Louis,MO
Summary
Dynamic Regional Director of Operations at Anthem Blue Cross and Blue Shield, adept at driving operational efficiency and data-driven decision making. Spearheaded quality assurance programs, enhancing service consistency and fostering cross-functional collaboration. Proven ability to mentor teams and implement strategic initiatives, resulting in significant performance improvements and optimized resource allocation.
Operations professional with robust background in leading regional teams and optimizing processes for maximum efficiency. Recognized for strong commitment to team collaboration and achieving results in dynamic environments. Known for strategic planning, adaptability, and fostering cohesive, high-performing teams.
Knowledgeable in execution and analyzing health insurance claims with proven track record in overseeing regional operations and driving strategic initiatives. Managed multiple teams to enhance operational efficiency and streamline processes, resulting in substantial improvements. Demonstrated leadership and problem-solving skills, and consistently fostered productive team environments.
Overview
33
33
years of professional experience
Work History
Regional Director of Operations
Anthem Blue Cross and Blue Shield
12.2018 - 12.2024
- Supported operational initiatives to enhance efficiency across multiple regional locations.
- Assisted in implementing standard operating procedures to streamline workflows and improve service delivery.
- Collaborated with teams to gather data and provide insights for process improvement recommendations.
- Contributed to training programs for new employees, ensuring adherence to company policies and standards.
- Analyzed performance metrics to identify areas for improvement, driving process enhancements.
- Collaborated with executive leadership to align operational goals with corporate strategy objectives.
- Spearheaded quality assurance programs that improved service consistency across all regional locations.
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Ensured successful project completion by establishing clear objectives, milestones, and communication channels.
- Developed strong partnerships with key clients to expand business opportunities and drive revenue growth.
- Provided regular updates on regional performance to senior leadership through comprehensive reporting and data-driven insights.
Manager Claims and Operations
Anthem Blue Cross and Blue Shield
05.2014 - 11.2018
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed and implemented strategic initiatives to improve team performance and productivity.
- Mentored junior staff, fostering skill development and promoting a culture of continuous improvement.
- Analyzed operational data to identify trends and drive strategic decision-making for resource allocation.
- Facilitated training sessions on best practices, ensuring team adherence to company policies and procedures.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Trainer
Anthem Blue Cross and Blue Shield
10.2010 - 04.2014
- Designed instructional materials utilizing current industry standards and adult learning principles.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Conducted assessments to identify training needs and gaps in knowledge.
- Facilitated workshops and seminars, promoting best practices in various operational areas.
- Evaluated training effectiveness through feedback surveys and performance metrics.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Promoted culture of continuous improvement by initiating regular training feedback loops.
- Elevated participant engagement by developing interactive training modules.
- Provided coaching and mentoring to employees.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Developed and implemented training programs to enhance employee skills and performance.
Special Projects Coordinator
Anthem Blue Cross and Blue Shield
12.2008 - 10.2010
- Coordinated cross-functional teams to execute special projects, ensuring alignment with organizational goals.
- Developed project timelines and workflows to enhance operational efficiency and accountability across departments.
- Analyzed project outcomes and generated reports for stakeholders, providing insights for future strategic initiatives.
- Facilitated communication between teams, promoting collaboration and timely resolution of project-related issues.
- Established best practices for project management, enhancing consistency and outcome quality across initiatives.
- Streamlined project management processes by implementing efficient tracking and communication systems.
- Prioritized and managed multiple special projects simultaneously, maintaining high standards of quality and efficiency under tight deadlines.
- Facilitated smooth transition of project deliverables to clients, ensuring high level of satisfaction and fostering long-term relationships.
- Utilized advanced problem-solving skills to address complex challenges and generate innovative solutions for project success.
- Boosted internal communication by implementing centralized project management tool, facilitating easier access to project updates and deadlines.
- Increased team collaboration by introducing regular brainstorming sessions, leading to innovative solutions and approaches.
- Streamlined project documentation, making it easier for team members to access and understand project requirements and status.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Team Lead
Anthem Blue Cross and Blue Shield
04.1992 - 12.2008
- Led cross-functional teams to streamline operations and enhance productivity.
- Implemented process improvements that reduced operational bottlenecks and increased efficiency.
- Mentored junior staff, fostering skill development and ensuring adherence to best practices.
- Analyzed workflow data to identify trends, driving strategic decisions for resource allocation.
- Developed training programs that improved team performance and engagement metrics.
- Facilitated regular team meetings to discuss progress, address challenges, and align goals.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Education
High School Diploma -
Riverview Gardens High School
St Louis, MONo Degree - Technical Procedure Document Writing
Anthem
St Louis, MOSkills
- Operational efficiency
- Data-driven decision making
- Workforce planning
- Cross-functional coordination
Accomplishments
- Successfully recovered over 12 Million Dollars in overpaid claims and prompt pay money through extensive data analysis and the design of company wide tracking, reporting and training
- Developed algorithms and procedures that prevented 5.4 million dollars of incorrectly processed claims from leaving the company
- Documented and resolved Missouri prompt pay issues which led to meetings with leadership and legal that resulted in 3.8 million in savings
Timeline
Regional Director of Operations
Anthem Blue Cross and Blue Shield
12.2018 - 12.2024
Manager Claims and Operations
Anthem Blue Cross and Blue Shield
05.2014 - 11.2018
Trainer
Anthem Blue Cross and Blue Shield
10.2010 - 04.2014
Special Projects Coordinator
Anthem Blue Cross and Blue Shield
12.2008 - 10.2010
Team Lead
Anthem Blue Cross and Blue Shield
04.1992 - 12.2008
High School Diploma -
Riverview Gardens High School
No Degree - Technical Procedure Document Writing
Anthem
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