CYNTHIA MLINAR
Land O’ Lakes,Florida
Summary
Proven thought leader, transforming organizations through the mobilization of customer insights. Innovative Director, pioneering deliberate, successful, seamless customer journeys while balancing multiple long-term and urgent business needs. Deeply rooted in analytics to swiftly identify emerging trends and communicate a clear call to action. Highly skilled in managing competing priorities through strict adherence to organized planning and execution. Thrives in navigating a continuously changing, heavily regulated, complex operating environment while preserving momentum. An expert collaborator with a proven ability to coach and influence internal peer groups and key stakeholders throughout decision-making. Versatile leader recognized for driving results in a collaborative, inclusive manner.
Overview
25
25
years of professional experience
Work History
Vice President, CX Analytics
CITIGROUP
Tampa, FL
03.2021 - 06.2024
- Market research expert disseminating executive summaries across all lines of business, clearly articulating performance opportunities and strengths
- Relationship Manager for JD Power and McKinsey, representing a $16M portfolio of syndicated studies
- Identified and closed a significant customer disruption during the login process, through new design and delivery of online agent training content
- Design, manage, and deliver Key Performance Indicator dashboards, marrying multiple data assets to effectively prioritize and create measurable business outcomes
- Guided and influenced customer journeys through process re-engineering, generating innovative ideas on technical solutions while maintaining appropriate risk and controls
- Gartner best practices across the enterprise to drive the adoption of training resources and optimize performance outcomes on both existing and new content development
Senior Analyst, Customer Experience
CITIGROUP
Tampa, FL
03.2021 - 08.2022
- Effectively resolved 46 customer complaints, designing solutions and partnering with key stakeholders.
- Refine, and proactively maintain deep business understanding of goals, to ensure alignment amongst internal business partners and customer KPIs
- Developed multiple customized deep dives to generate actionable insights, both vertically and horizontally
- Led multiple cross-functional team efforts, applying proven methodologies and controls to deliver
- Work through a matrixed environment, identifying 32 new sub-task solutions to secure funding
- Strategic advisor, conducting regular reviews with key business stakeholders to ensure optimal process engineering
- Monitor and inform the business of KPIs and proactively recommend clear calls to action
- Create and deliver clear presentation content translating technical barriers to broad audiences.
Director, Medicare Advantage Inside Sales
IHC, SPECIALTY BENEFITS
Tampa, FL
04.2020 - 12.2020
- Generated $5M in Sales of Medicare Advantage (MA), MedSupp & Prescription Drug Plan (PDP)
- Led Medicare and Med Supp expansion into 14 states
- Oversaw talent recruitment of 120 AHIP-licensed agents
- Advised and educated organization on CMS regulations
- Achieved the highest compliance audit score by Humana
Senior Manager, Member Loyalty, and Retention
WELLCARE HEALTH PLANS
Tampa, FL
06.2015 - 11.2019
- Business Owner of MA, MA Part D, and Medicaid retention throughout the customer's lifecycle
- Owner of Stars Measure in 30+ Markets of Net Promoter Survey (NPS) of all Medicare Advantage
- Created the first ANOC Guide to be approved by CMS for Medicare Advantage Plans
- Generated $18M ROI in 2019 renewal events, via a multi-channel communication strategy
- Designed strategic, innovative capabilities to enable end-to-end customer insight, informing business strategy
- Created dashboard reporting on the Annual Enrollment Period (AEP) defining ROI cost projections
- Directed Data Science in operationalizing predictive, At-Risk Models, bringing real-time insights
- Execute new ideas and campaigns using controlled testing methodologies to produce statistically valid results
- Designed a New Member Outreach Call Center, conducting real-time outreach to at-risk members
- Introduced the first Speech and Text Analytics solution to the organization
- Conducted systematic, in-depth trend analysis of member events triggering disenrollment
- Built nation-wide Future Disenrollment Survey, retaining 1,300 members in the first 30 days
- Owner of Stars Measure in 30+ market reports out to CMS and Quality Board of Directors.
Regional Client Services Manager
CORELOGIC
Brookfield, WI
02.2014 - 06.2015
- Demonstrated results within B2B setting, implementing strategic plans & budgeting
- Responsible for Mid-West Territory Property & Casualty Insurance Carriers, including Allstate
- Led team of Client Service Managers in client satisfaction and execution of systems integration
- Drive organizational focus to deliver client solutions enabling future product design
- Partner with key IT stakeholders and cross-functional areas in solving escalated issues.
Manager, Customer Experience
ASSURANT HEALTH
Milwaukee, WI
10.1999 - 11.2013
- Licensed DTC Agent selected by executive team to pilot Learning Lab concept
- Fundamentally changed organizational behavior by conducting controlled experiments
- Expanded service offerings including Patient Care, resulting in a 4% lapse improvement
- Designed new member onboarding process, improving placement by 10%
- Conceptualized & designed educational materials, achieving a 3% improvement in retention
- Seized opportunities to close technological gaps by introducing automated platforms
- Dissected metrics to Identify premium payment drafting error, generating $260k cost savings
- Inspired new member engagement strategies, generating $206k in revenue
- Prepared financial impact assessments, ROI, and overall cost-benefit analysis.
Education
Bachelor of Arts in Business Administration & Human Resources -
Ottawa University
Brookfield, WI05.2014
Skills
- Analytics
- Test Design Methodology
- Strategic Business Partner
- People Leader
- Customer Engagement Expert
- NPS Market Research Expert
- Employee Development & Training
- Program Management
- Customer Experience Leader
- Process Engineering
- Vendor Management
- Risk Management
- CMS Reporting
- Project Management
- Operations Management
Demonstratedperformance
- Analytics, Test Design Methodology
- Strategic Business Partner
- People Leadership
- Customer Engagement Expert
- NPS Market Research Expert
- Employee Development & Training
- Program Management
- Customer Experience Leader
- Performance Management
- Vendor Management
- CMS Reporting
- Project Management
Timeline
Vice President, CX Analytics
CITIGROUP
03.2021 - 06.2024
Senior Analyst, Customer Experience
CITIGROUP
03.2021 - 08.2022
Director, Medicare Advantage Inside Sales
IHC, SPECIALTY BENEFITS
04.2020 - 12.2020
Senior Manager, Member Loyalty, and Retention
WELLCARE HEALTH PLANS
06.2015 - 11.2019
Regional Client Services Manager
CORELOGIC
02.2014 - 06.2015
Manager, Customer Experience
ASSURANT HEALTH
10.1999 - 11.2013
Bachelor of Arts in Business Administration & Human Resources -
Ottawa University