Juanitta Burgess
Sacramento,CA
Summary
Strategic and performance-focused leader with extensive experience in regulatory compliance, operational process improvement, and data analytics. Proven ability to lead and motivate teams to exceed performance goals while maintaining strict compliance standards. Strong background in budget management, KPI governance, and project execution. Recognized for driving measurable results through root cause analysis and continuous improvement initiatives.
Overview
22
22
years of professional experience
Work History
Customer Care Representative
Goodleap
Roseville, CA
11.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving skills.
- Managed high volume of calls, ensuring timely response and customer satisfaction.
- Collaborated with cross-functional teams to enhance service delivery and resolve issues.
Manager 1 Digital Ops
Anthem
01.2009 - 04.2025
- Overseeing daily operations of over 30+ associates. Hiring, forecasting and training staff
- Reviewing department analytics, ensuring compliance, project management, budget management, KPI oversight
- Developed strategies to improve processes to increase quality as well as efficiency.
- Developed and implemented strategic initiatives to optimize resource allocation
- Collaborated with stakeholders to identify areas for process improvement, resulting in increased productivity.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
Lead Claims Representative
Anthem
01.2006 - 01.2009
- Resolved complex claims inquiries, ensuring clear communication and customer satisfaction.
- Trained junior representatives on best practices for accurate claims assessment.
- Developed training materials to enhance team knowledge of claims policies and procedures.
Quality Auditor
Anthem
01.2004 - 01.2006
- Collaborated with cross-functional teams to implement corrective actions for identified quality issues.
- Identified quality improvement opportunities through systematic analysis of processes and procedures
- Conducted comprehensive audits to ensure compliance with regulatory standards and company policies.
Education
BA - Sociology
Cal State University, East Bay
Haywood, CAMA - Social Work
UMass Global
Viejo, CA01-2027
Skills
- Associate Management
- Budget Planning
- Strategic Planning
- Data analysis
- Project Management
- Operations management
- Policy and procedure development
- Compliance oversight
Timeline
Customer Care Representative
Goodleap
11.2025 - Current
Manager 1 Digital Ops
Anthem
01.2009 - 04.2025
Lead Claims Representative
Anthem
01.2006 - 01.2009
Quality Auditor
Anthem
01.2004 - 01.2006
BA - Sociology
Cal State University, East Bay
MA - Social Work
UMass Global
Communication
Skilled communicator with the ability to convey complex ideas clearly in both written and verbal formats. Experienced in preparing executive-level reports, delivering impactful presentations, and facilitating productive discussions across diverse audiences. Adept at active listening, tailoring messaging to stakeholders, and fostering open dialogue to build strong professional relationships.
Leadership
People-focused leader with a strong ability to inspire, mentor, and develop high-performing teams. Experienced in setting clear expectations, fostering accountability, and creating an inclusive culture where individuals feel empowered to contribute their best work. Skilled at coaching talent, managing performance, resolving conflict, and guiding teams through change while maintaining morale and productivity.