Holly Carroll-Owen
Roanoke,VA
Summary
Experienced leader bringing 8 years of quality performance in call center operations industry. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to overseeing multiple complex issues, while managing competing priorities with superior results.
Overview
9
9
years of professional experience
Work History
Business Manager
UnitedHealthcare
Roanoke, Virginia
01.2022 - Current
- Supports Health Plan relationships for 38 Markets including performance reporting and service calibration.
- Serves as primary point of contact for regulatory performance in Complex Care segment.
- Manage strategy implementation and communicated company vision including objectives to motivate teams.
- Provide feedback on effectiveness of strategies, selling programs and initiatives and identified areas requiring improvement.
Customer Service Supervisor
UnitedHealthcare
Roanoke, United States, United States
11.2017 - 01.2022
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies to service Medicare Advantage and Dual Special Needs Plans.
- Contributing and managing department projects to help streamline and develop processes for leaders and Navigators.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Lead site Local Employee Engagement Team and served as Stride Champion to help improve employee experience for approximately 700 staff.
- Supported community outreach as leader of Roanoke Retail Team including hosting virtual events for multiple East Coast markets.
Customer Service Advocate
UnitedHealthcare
Roanoke, United States, United States
12.2013 - 11.2017
- Received incoming service calls from members to insurance plan, assisting with benefit inquiries, account updates.
- Documented member reported grievances with plan, authorization requests and ensured documentation of the member's account with detailed notes on performed tasks during calls.
Education
Bachelor of Science - Psychology
Mary Baldwin College
2009
High School Diploma -
Salem High School
2005
Skills
- MS Office proficient
- Adaptability
- Exceptional deductive reasoning skills
- Creative problem solver
- Excellent time management skills
- Cross-trained in all lines of business
Accomplishments
- 2019 Service Hero
- Successfully launched Service-Led Navigate4Me model with a team of 15 Navigators
- Oversaw performance and completion of several initiatives: AFIB smart device pilot, Vivify application pilot, and Georgia Medication Adherence pilot.
- Lead collaboration and development of Peer2Peer and DAA process including training for staff in Complex Care.
- Created and launched the Complex Care Supervisor Playbook
Timeline
Business Manager
UnitedHealthcare
01.2022 - Current
Customer Service Supervisor
UnitedHealthcare
11.2017 - 01.2022
Customer Service Advocate
UnitedHealthcare
12.2013 - 11.2017
Bachelor of Science - Psychology
Mary Baldwin College
High School Diploma -
Salem High School
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