Jannita Lands-Orman
Long Beach,CA
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
16
16
years of professional experience
Work History
Member Services Supervisor - Concierge
SCAN Health Plan
12.2019 - Current
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
Customer Service Supervisor
UnitedHealthcare
10.2014 - 12.2019
- Supervise team of 18-30 call center agents highly skilled in multiple product knowledge setting staff priorities to ensure company goals and customer service initiatives are top priorities
- Motivate staff instilling open communication, feedback, and rewards system for strong performances
- Oversee recruitment and training of new staff as well as tapping high performance staff
- Approved payroll, ensured agent compliance to attendance policy, and coordinated with Human Resources on various tasks related company policies
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Successfully introduced career development program designed to help front line agents learn about Rapid Responder role through first-hand experience, mentoring sessions, and workshops
- Lead supervisor for social responsibility team, partnering with different departments to organize various fundraisers for annual company sponsored events.
Rapid Response Specialist/Customer Service - Lead
UnitedHealthcare
08.2012 - 10.2014
- Documented internal and external consumer issues and resolved where applicable
- Performed new hire training and joined in with focus groups and panels in creating processes for new and existing products
- Consistently met or exceeded performance expectations
- Maintained reports for adherence for front line call staff, resource line production reports, and monthly coaching reports
- Created and distributed bi-weekly newsletter to Customer Service Professionals and supervisors with important reminders and processing tips.
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Skilled at working independently and collaboratively in team environment
Customer Service Professional
United Healthcare
11.2010 - 08.2014
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 75 customers each day
- Facilitated resolution of various customer inquiries including billing, eligibility, and claims and benefits for small group employers, brokers and direct billed continuation members in moderate volume inbound call center
- Process payments, enrollments, terminations and eligibility changes over phone
- Selected Contributions:
- Assisted new hires during on job training
- Assistant resource line operator, answering internal customer service professional's resolve customer issues.
- Offered advice and assistance to customers, paying attention to special needs or wants
Court Services Assistant II
Los Angeles Superior Court
12.2007 - 03.2010
- Delivered critical administrative support needed by traffic department
- Created, printed, assembled and delivered cases on calendar, entered cite outs
- Prepared arrest warrants and bench warrants
- Entered court dispositions, processed traffic school dismissals, processed red light traffic citation dismissals
- Entered citations, District Attorney Complaints, filed tracers for missing citations, batched and sent out citations for processing, processed items in citation input exceptions queue.
Education
Master of Arts - Organizational Leadership
Brandman University
Irvine, CA08.2024
Bachelor of Arts - Business Administration: Management
New England College
Henniker, NH12.2016
Diploma -
Phineas Banning High School
Wilmington, CA06.1996
Skills
- KPI Tracking
- Performance Tracking and Evaluations
- Excellent Verbal Communication Skills
- Natural Leadership
- Leadership and Change Management
- Collaborative Environments
- Motivational Leadership
- Process Improvement
- Coaching and Mentoring
- Customer Service
- Call Center Operations
Timeline
Member Services Supervisor - Concierge
SCAN Health Plan
12.2019 - Current
Customer Service Supervisor
UnitedHealthcare
10.2014 - 12.2019
Rapid Response Specialist/Customer Service - Lead
UnitedHealthcare
08.2012 - 10.2014
Customer Service Professional
United Healthcare
11.2010 - 08.2014
Court Services Assistant II
Los Angeles Superior Court
12.2007 - 03.2010
Master of Arts - Organizational Leadership
Brandman University
Bachelor of Arts - Business Administration: Management
New England College
Diploma -
Phineas Banning High School
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