Jawondee Tuck
Milwaukee,WI
Summary
Highly motivated Supervisor with extensive experience in insurance operations management, focused on efficiency and client satisfaction. Skilled in supervising teams, coordinating logistics, and implementing process improvements. Proven strengths include strong leadership, exceptional interpersonal skills, complex problem-solving, and adaptability in dynamic environments. Committed to leveraging these skills to enhance team goals and support company growth, with a track record of driving significant improvements in workflow management and team performance within a fast-paced environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Outbound Operations Supervisor
Sun Life Financial
Milwaukee, WI
11.2019 - Current
- Oversee the daily functions of the Claims Intake Outbound services team, ensuring operational efficiency and high-quality service delivery.
- Supervise a team of outbound operations employees to ensure daily objectives are met.
- Manages efficient recruitment for the Intake Outbound team, assisting with hiring, and onboarding of new employees, ensuring effective coaching and development.
- Created and maintained an effective training program for new hires to help them quickly become productive members of the team.
- Primary support for ensuring effective communication and support to our DQ and SL product business relationships with provider partners, internal clients, and insurance companies.
- Developed and implemented performance tracking spreadsheets using Microsoft Excel for process monitoring and reporting, enhancing metric accuracy and streamlining workflow management.
- Keep current with regulations in accordance with Medicare guidelines and other specific markets like CHIP or Health Insurance marketplace program requirements in order to remain compliant in operational processes.
- Collaborate with management to improve system processes including Winward, PowerBI, Business Manager, Shared Point, Excel, Pitney Bowes Mail tracking and Enterprise Reporting.
- Facilitate ongoing communication and service delivery to clients through meetings, conference calls, and daily interactions.
- Process monthly finance reports for multiple departmental cost centers, auditing usage and allocating billing and credits appropriately.
- Implemented new processes for innovative production changes that have proven improved operational efficiency by nearly 30%.
- Responsible for maintaining a strong business relationship with external clients by making sure that contract compliance is met with all financial and service performance reports.
- Lead all inventory control processes, including supply ordering, demand forecasting, waste and abuse monitoring, shipment tracking, and receipt verification to ensure accuracy and efficiency.
- Responded promptly to escalated client issues, providing direct feedback and maintaining in-depth case review documentation ensuring client satisfaction.
Senior Claims Benefit Specialist
Mercer HR
Milwaukee, WI
07.2015 - 11.2019
- Managed daily task activities of a team of 20+ Claim Specialists, ensuring efficient workflow and high-quality service.
- Delegated daily work coordination and monitored call volumes to optimize team performance.
- Developed training materials to educate staff on the benefit plans available to them.
- Responsible for overseeing staff, including performance and wage evaluations, implementation of performance improvement plans, disciplinary actions, and terminations.
- Evaluated employee performance through individual coaching and training, fostering professional development.
- Assisted with enrolling employees in various Pension Plans, IRAs, 403(b), and 401(k) rollovers.
- Reviewed claims caseload of 300 plus employer clients to ensure accuracy of benefit calculations and payment amounts.
- Managed case files for regional providers, providing strategic feedback on benefit coverage options and plans.
- Processed annual 1099 and 1040 reviews for members and assigned business accounts.
- Developed and implemented tracking spreadsheets using Microsoft Excel for process monitoring and reporting, enhancing data accuracy and streamlining workflow management.
- Monitored and ensured compliance with federal and state regulations related to employee benefits, helping to minimize risks.
- Prepared correspondence to claimants regarding eligibility, denials, and appeals.
Customer Retention Lead
Assurant Health
Milwaukee, WI
07.2011 - 05.2016
- Coordinated daily workflows for three different Outbound customer retention teams, driving operational success.
- Assisted in leading teams to increase overall productivity by over 40%, through effective strategy implementation.
- Acted as a direct lead liaison for Medicaid, Managed Care, and private pay account providers to ensure accurate claim coverage and submissions.
- Enrolled existing and potential customers into new insurance policies, enhancing client acquisition.
- Developed empathetic client relationships, earning a reputation for consistently exceeding customer service standards.
- Identified opportunities for improvement by analyzing customer complaints and feedbacks.
- Provided policy alternatives and insurance education, advising clients on the best-fit products for their needs.
- Gained extensive knowledge of the Affordable Care Act provisions and guidelines, ensuring compliance and informed client interactions.
- Identified and presented cross-sell/upsell insurance products to current and prospective client leads, contributing to revenue growth.
Education
Bachelor of Science - Business Management
Univeersity of Phoenix
Phoenix, AZ05-2025
Associate of Science - Business Administration And Management
Cardinal Stritch University
Milwaukee, WI08-2008
Skills
- Leadership and team management
- Operational efficiency
- Patient relations and customer service
- Data analysis and reporting
- Process improvement methodologies
- Team building
- Organizational Skills
- Verbal Communication
- Advanced Microsoft Office
Certification
- Leadership and Management Certification
Timeline
Outbound Operations Supervisor
Sun Life Financial
11.2019 - Current
Senior Claims Benefit Specialist
Mercer HR
07.2015 - 11.2019
Customer Retention Lead
Assurant Health
07.2011 - 05.2016
Bachelor of Science - Business Management
Univeersity of Phoenix
Associate of Science - Business Administration And Management
Cardinal Stritch University