JULIE L. ROSAPEPE
Roanoke,VA
Summary
Self-directed Task-oriented Quick study Individual achiever or supportive team player Highly skilled in operations management with experience in optimizing efficiency and improving processes. Strengths include strategic planning, team leadership, and performance monitoring to ensure operational excellence. Have successfully streamlined workflows, and improved productivity.
Overview
25
25
years of professional experience
Work History
Operations Expert
CarelonRX
Roanoke, VA
12.2025 - Current
- Implemented process improvements that streamlined operations and reduced bottlenecks.
- Managed compliance with regulatory requirements for medication handling.
- Conducted regular audits to maintain quality control standards.
- Performed root cause analysis to troubleshoot operational issues.
- Maintained up-to-date knowledge of industry trends, regulations, and best practices.
- Conducted regular audits to uphold quality control standards and ensure organizational compliance.
- Managed daily operations of a team within an assigned area or region.
PHC Phone Representative II
Wellpoint
Roanoke, VA
11.2010 - Current
- Respond to telephone inquiries from customers.
- Provided frontline customer service to members, effectively listening to and defining issues, maintaining product knowledge, and demonstrating tact.
- Resolve issues and/or questions related to accounts.
- Process payments correctly.
- Research claims, payments, and related problems.
- Resolved claim issues by contacting providers upon customer request.
- Explained benefits to members in a clear and accurate manner, enhancing their understanding of coverage.
- Delivered internal helpdesk support to team, resolving technical challenges and contributing to smooth operations.
- Facilitated training for new hires, equipping them with necessary skills and knowledge for their roles.
- Provided direct floor support for new hires, assisting them in acclimating to their new work environment.
Operations expert
DBG Horizon Health Guide
01.2020 - 12.2025
- Manages Grievance and Appeals workbasket.
- Manages email workbasket and assigns items out to correct representatives.
- Resolved claim issues by contacting providers in coordination with customers.
- Research claims and related problems.
- Handle supervisor calls and other escalated situations.
- Facilitated new hire classes to equip employees with essential skills and knowledge.
- Established necessary systems for new hires to ensure a smooth integration into the team.
- Assisted new hires and tenured associates on the floor to ensure operational efficiency.
- Actively participating in pilot programs to identify new solutions to better the member experience.
Business Fulfillment Representative
Wachovia Bank
Roanoke, VA
08.2007 - 10.2010
- An advanced commercial service position providing assistance to the bank’s small business customer base; success depended on maintaining a comprehensive knowledge of account processes and the resources available to resolve issues.
- Resolved business account issues, enhancing customer satisfaction and retention.
- Processed complex account maintenance requests for small business customers to ensure timely service.
- Documented solutions and results to provide clear records for future reference and team training.
- Performed account research for clients.
- Within one month of promotion to Business Fulfillment, became top performer on the team; earned multiple Distinguished Performance awards and Shared Success awards throughout tenure with Wachovia.
SSR (Sales) & Credit Card Departments
Wachovia Bank
Roanoke, VA
01.2006 - 07.2007
- Earned several performance awards and was repeatedly named 'Top Dog' in sales.
- Supported customer service representatives in resolving account issues and driving direct sales of bank products and services.
- Explained account status and potential enhancements to customers.
- Provided information on additional, beneficial resources and services offered by the bank.
- Reviewed customer service issues and researched effective solutions.
PSR II
Wachovia Bank
Roanoke, VA
08.2001 - 12.2006
- Provided frontline customer service to current and potential bank customers by listening carefully, defining issues accurately, maintaining product knowledge, delivering clear explanations, and demonstrating tact.
- Delivered personalized service to meet individual customer needs and expectations.
- Resolved issues and/or questions related to accounts.
- Clarified bank processes and procedures for confused or irate customers, enhancing their understanding and satisfaction.
- Supported colleagues during procedural or software changes.
- Advanced from Level I to Level II banker, later promoted to SSR (Sales), demonstrating commitment to professional growth.
- Represented bank colleagues on diversity committee for six years, participated in Community Involvement Committee, and led special projects to raise funds for charities while volunteering personal time to support community needs.
Education
National Business College -
National Business College
Roanoke, VAVirginia Western Community College -
Virginia Western Community College
Skills
- Operations management
- Process improvement
- Regulatory compliance
- Claims processing
- Operations analysis
- Performance monitoring
- Statistical process control
- Problem solving
- Analytical thinking
- Attention to detail
- Customer service
- Floor support
- Issue resolution
- Team collaboration
- Effective communication
- Organizational development
- Employee performance
Hobbies and Interests
- Raising two children as well as three adopted children..
- Traveling to new places to learn about cultures and history.
- Volunteering for community groups.
Previous Experience
Entry-level and supervisory positions in food service and retail industries., 1995-1999, Member of floor wait staffs at two area restaurants., Progressed to head wait staff, handling reports and bookkeeping., Acted as on-site manager of a cleaning store.
Timeline
Operations Expert
CarelonRX
12.2025 - Current
Operations expert
DBG Horizon Health Guide
01.2020 - 12.2025
PHC Phone Representative II
Wellpoint
11.2010 - Current
Business Fulfillment Representative
Wachovia Bank
08.2007 - 10.2010
SSR (Sales) & Credit Card Departments
Wachovia Bank
01.2006 - 07.2007
PSR II
Wachovia Bank
08.2001 - 12.2006
National Business College -
National Business College
Virginia Western Community College -
Virginia Western Community College