IMANI R. STEWART
West Bloomfield
Summary
Results-driven Team Leader known for high productivity and efficient task completion. Skilled in strategic planning, conflict resolution, and performance optimization. Excel in leadership, communication, and problem-solving to achieve team goals. Ready to leverage abilities in organization and motivation to drive success in fast-paced environments.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Team Leader I, Service Operations
Blue Care Network (BCN)
Southfield
09.2024 - Current
- Led and managed 27 Customer Service Representatives supporting healthcare members.
- Maintained Quality KPIs at 95%+, and scheduled adherence at 96%+.
- Reduced team Average Call Handle Time by seven minutes in 2025 to meet departmental KPI target.
- Interviewed, hired, onboarded, and provided on-the-job training to new hires.
- Engaged senior leadership with presentations focused on departmental updates and team progress.
- Monitored daily workflow to ensure adherence to Master Labor agreement.
- Resolved customer concern escalations in a timely and effective manner while meeting the customer service KPI of 85%
- Managed unionized employees and engaged with Union Representatives when implementing progressive corrective action leading up to termination.
- Approved timecards, and supported scheduling and coverage planning.
- Utilized Facets, MASSES, COMPASS, and Oracle.
Community Operations & Engagement Manager
Sunshine Homes (Assisted Living)
Southfield , MI
12.2015 - 04.2019
- Led recruiting, onboarding, and training for direct care staff.
- Provided HIPAA, patient interaction, and compliance training to 50+ employees.
- Served as liaison between residents, families, caregivers, and healthcare providers.
- Managed employee relations, investigations, and conflict resolution.
- Supported staffing continuity and workforce compliance.
Team Leader I, Service Operations
Blue Cross Blue Shield (SrvOps - ISMG)
Detroit
01.2024 - 09.2024
- Managed 30 Customer Service Representatives supporting Individual, Mid, and Small Group members.
- Ensured Quality KPIs at 95%+, Average Call Handle Time at or below 750 seconds and 96% scheduled adherence.
- Led coaching, counseling, and created individual development plans to sustain KPI performance.
- Supported hiring, onboarding, and on-the-job training.
- Collaborated with Quality teams and subject matter experts to deliver targeted coaching.
- Managed timecards, attendance, FMLA, and scheduling support.
- Applied progressive discipline in a unionized environment.
- Monitored team performance daily and provided constructive feedback regularly.
- Collaborated with senior leadership to develop strategic plans for departmental growth.
- Facilitated conflict resolution among team members to maintain a positive work environment.
Assistant Branch Manager
Enterprise Rent-A-Car
Memphis
04.2019 - 09.2023
- Managed daily operations of a high-volume branch with a fleet of up to 475 vehicles generating $2M+ annually.
- Led and developed a team of 15 employees through coaching and performance management.
- Analyzed KPIs and P&L; statements to drive operational improvements.
- Served as primary escalation point for customer and community concerns.
- Supported hiring, onboarding, scheduling, and workforce planning.
- Served as Interim Branch Manager during COVID-19 reopening efforts.
- Supported daily operations by overseeing branch activities and staff performance.
- Coordinated vehicle inventory management to ensure optimal availability for customers.
- Trained new employees on company policies and customer service standards.
- Managed branch finances, including cash handling and transaction processing.
- Collaborated with team members to improve operational efficiency and workflow processes.
Education
Bachelor of Science - Biology
Oakland University
Rochester, Michigan, MI 09.2010 - 12.2015
Skills
- Community Engagement & Member Experience
- Healthcare Operations & Service Delivery
- Team Leadership & Coaching Development
- Performance Management & KPI Oversight
- Unionized Workforce Management
- Progressive Discipline & Employee Relations
- Hiring, Onboarding & On-the-Job Training
- Quality Assurance & Compliance
- Schedule Adherence & Workforce Coverage Planning
- FMLA & Leave Administration
- Cross-Functional Collaboration
- Facets
- MASSES
- COMPASS
- Oracle
Timeline
Team Leader I, Service Operations
Blue Care Network (BCN)
09.2024 - Current
Team Leader I, Service Operations
Blue Cross Blue Shield (SrvOps - ISMG)
01.2024 - 09.2024
Assistant Branch Manager
Enterprise Rent-A-Car
04.2019 - 09.2023
Community Operations & Engagement Manager
Sunshine Homes (Assisted Living)
12.2015 - 04.2019
Bachelor of Science - Biology
Oakland University
09.2010 - 12.2015
References
References available upon request.