Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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ELIZABETH MANCL

Plover,WI

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience

Work History

Manager, Quality Assurance & Training

Delta Dental Of Wisconsin
05.2022 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Developed and implemented successful onboarding program.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Managed a team of 10+ agents whom onboard new employees with training and new hire documentation.
  • Analyzed team performance and identified opportunities for additional training.
  • Developed effective training plans based on department needs and objectives.
  • Implemented diverse instructional methods, optimizing trainee engagement.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Facilitated virtual, in-person and blended learning sessions.

Supervisor of Quality Assurance

Delta Dental of Wisconsin
03.2021 - 05.2022
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve coaching areas.
  • Evaluated employee performance and coached and trained to improve growth opportunities.
  • Achieved results by working with staff to meet established targets.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Analyzed quality and performance data to support operational decision-making.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Developed and maintained quality assurance procedure documentation.
  • Created and revised procedures, checklists and job aids to reduce errors.

Quality Assurance Specialist

Delta Dental of Wisconsin
04.2018 - 03.2021
  • Develops and implements audits and reports for several job functions across the business unit, such as phone calls, incoming correspondence, claim adjustments, claims suspend management, enrollment processing for new enrollments, paper applications, terminations, and plan changes as well as monthly claims audits
  • Lead development of new products and procedures by working closely with other business units as a point of contact to learn, test, and create training materials for both internal and external use
  • Developed individualized training plans to achieve staff readiness.
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Mentored new hires, resulting in stronger staff development and increased productivity.

Consumer Benefit Advisor

Delta Dental of Wisconsin
11.2015 - 04.2018
  • Assisted subscribers with claims, benefits, payment, and eligibility issues by phone or email
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
  • Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.

Education

Foundations of Management

University of Wisconsin - Madison
Madison, WI
01.2024

Skills

  • Product Development
  • Process Evaluations
  • Team Direction
  • Written and Oral Communications
  • Business Administration
  • Change Management
  • Leadership Training
  • SOP Development
  • Customer Relationship Management
  • Orientating and Training
  • Recruiting and Interviewing
  • Team Motivation

Affiliations

  • UW E-Business Consortium (UWEBC) Steering Committee Member
  • Chair Person of Internal Delta Dental of Wisconsin's Mission, Values and Fundamentals Committee
  • Diversity Equity and Inclusion Committee

Timeline

Manager, Quality Assurance & Training

Delta Dental Of Wisconsin
05.2022 - Current

Supervisor of Quality Assurance

Delta Dental of Wisconsin
03.2021 - 05.2022

Quality Assurance Specialist

Delta Dental of Wisconsin
04.2018 - 03.2021

Consumer Benefit Advisor

Delta Dental of Wisconsin
11.2015 - 04.2018

Foundations of Management

University of Wisconsin - Madison

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ELIZABETH MANCL