Della Stuart
Newark
Summary
Dynamic and goal-oriented business professional with over 25 years of experience in customer service, training, and team development. Recognized for exceptional communication, critical thinking, and problem-solving skills. Proven track record of enhancing performance through employee engagement and improved member satisfaction. Adept at creating innovative solutions to complex challenges, driving individual and team success. Eager to leverage extensive expertise in a role that promotes growth and excellence within a forward-thinking organization.
Overview
22
22
years of professional experience
Work History
Service Account Manager
Optum
Newark, OH
10.2023 - Current
- Provide technical/systems expertise and support to members, client teams and other stakeholder groups
- Communicate with members/users on issues as they arise and progress to resolution
- Identify & resolve issues using defined processes and technical expertise
- Provide feedback to various stakeholders regarding both consumer experience and operational improvement opportunities
- Track and resolve assigned cases within departmental standards
- Assist new hires by answering questions and providing support as needed
Process Improvement Lab Operations Team
United Healthcare
Newark, OH
06.2022 - 10.2023
- Provide concierge & white-glove level service to our M&R members in an outbound call center environment with an average of 32 outbound calls per day
- Serve as a liaison between patients & clinical staff by assisting in setting up appointments, resolving billing issues & providing technical support when necessary
- Research complex issues & close gaps in care so both member & providers can navigate system better
- Educate members & providers on previously submitted pre-determination requests as well as appeals, complaints & grievances
- Test new & existing processes to come up with more effective solutions for our entire organization before it is rolled out to DSNP navigators
Chief Operations Officer
The FUSE Network
Newark, OH
10.2012 - 04.2022
- Oversaw daily operations of business (scheduling, finance, it etc.)
- Led employees to encourage maximum performance and dedication
- Evaluated performance by analyzing and interpreting data and metrics
- Implemented business strategies, plans and procedures
- Created and facilitated a mentorship program to improve employee retention and performance
Finance Director
Excel Academy
Newark, OH
03.2004 - 10.2012
- Established and enforced controls on revenue and expenses to protect company assets.
- Set clear departmental objectives and developed effective strategies to achieve targeted goals.
- Assisted executive director with recruiting, interviewing and hiring new employees for department.
- Monitored budget, revenue and variance trends for company, regularly apprising CEO of company’s financial standing.
Education
Bachelor of Science - Psychology
Ohio State University
Columbus, OHSkills
- Microsoft Word, Excel and Power Point
- Public Speaking
- Training & Development
- Team building and collaboration
- Flexible & adaptable
- Conflict Resolution
- Written Communication
- Organization & time Management
Timeline
Service Account Manager
Optum
10.2023 - Current
Process Improvement Lab Operations Team
United Healthcare
06.2022 - 10.2023
Chief Operations Officer
The FUSE Network
10.2012 - 04.2022
Finance Director
Excel Academy
03.2004 - 10.2012
Bachelor of Science - Psychology
Ohio State University