Karen Rushing
Elk Grove,California
Summary
Dynamic product management professional with a proven track record of driving successful product initiatives and optimizing performance. Expertise in collaborating with cross-functional teams to deliver impactful results while demonstrating adaptability and reliability in fast-paced environments. Strong analytical, planning, and leadership skills complement a business-minded approach that prioritizes customer service, process improvement, and compliance. Committed to fostering team success through hard work, exceptional organizational abilities, and a passion for training and developing talent while promoting an inclusive and collaborative culture.
Overview
26
26
years of professional experience
Work History
Product Manager | Supplier Relationship Specialist
Blue Shield Of California
10.2022 - Current
- Direct liaison to major transactional print vendors and experience with key print vendors, managing output such as ID cards, EOBs and Claims, and high compliance Letters and Bills, translations, with understanding to output formats such as XML, JSON, Print Ready and the validation systems they flow through such as Kibana and ERM.
- Management of project timeliness and accuracy by developing strong relationships with the vendors and internal stakeholders including IT, Operations, Marketing, Sales, Development, and Content Creators and holding to the timelines through tracking and high level organizational skills, only pivoting as priority items emerge and trends shift.
- Track to KPIs for multiple outputs, through daily reporting, documenting in Jira for traceability and communicating any vendor SLA misses or file failures to appropriate stakeholders and leadership.
- Negotiate with vendors for cost-effective solutions, improving product margins without compromising quality. Help in drafting documents such as amendments to contract language for improved pricing structure, SLA compliance, business requirements and adding new services with cost reductions.
- Conduct and lead retrospective presentations, Open Enrollment readiness and Health of the Business awareness. Collaborate with cross-functional teams to achieve project goals on time and within budget.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry. Implemented Agile methodologies for more efficient project management and team collaboration.
- Earned recognition as a top performer consistently exceeding targets.
Quality Assurance Auditor, Experienced
Blue Shield Of California
04.2021 - 10.2022
- Complete timely quality reports highlighting deficiencies and recommending corrective actions on non compliance to letters and output directly effecting member experience.
- Gather and review current data to determine areas in need of improvement.
- Outline recommendations for correcting deficiencies in DLP’s and Forms. Identify issues of non-compliance and elevated reports to senior personnel.
- Proficient in Intake, Clinical, Non Clinical, AB 347 External Exemption audits, with knowledge of SB 282.
- Review trends and misses weekly, reporting to leadership, providing feedback on audit results and how individuals and teams can improve overall audit scores.
- Collaborate with direct team members, cross functional teams and leaders on improving processes from appeal beginning stages, both from online submissions and Customer Care.
Intermediate Customer Concierge Claims/ASO Connect
Blue Shield Of California
02.2020 - 04.2021
- Evaluate member information to explore issues, develop potential solutions and maintain high-quality service by providing service worthy of Family and Friends.
- Defuse member concerns with exceptional conflict and problem resolution skills, logging call information and solutions provided into Facets.
- Educate members on plan programs and online tools. Explain services and products to members in friendly and engaging way.
- Achieve satisfaction ratings through consistent, proactive resolutions of member issues on call.
- Communicate with members to assess and address individual needs, providing timely and quality support.
- Monitor own employee performance and enact improvement plans on self for growth. Achieve or exceed target benchmark in ASAT and Adherence within first Six months.
- Network and build strong presence with peers to through chat, emails, recognition and teamwork daily.
- Followed up with customers on unresolved issues and evaluated and settled insurance claims in strict timeframes.
- Reviewed disputed bills or invoices to achieve successful resolution.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
Market Operations Manager
Golden Valley Markets
03.2017 - 02.2020
- Improve brand awareness by monitoring all market campaigns, membership acquisitions and business development.
- Managed all purchasing, sales, marketing and account operations to ensure efficiency and performance.
- Reduced financial inconsistencies while verifying the billing invoices and expense reports, negotiating the best rates and ensuring timely payments.
- Kept detailed inventory and budgeting trackers to maximize visibility to spending patterns and cost analysis.
Supervisor and Hi Potential Store Manager
Tilly's Inc
08.2008 - 01.2015
- Leader for training all new store Managers and members of Management team within district. Handled customer complaints and resolved them while prioritizing customer satisfaction and brand integrity.
- Oversaw daily operations, managing a staff of 20-40 employees, ensuring compliance with company standards and procedures.
- Analyzed sales data to identify trends, informing strategic decisions for product placement. Was in charge of ensuring yearly sales exceeded four million average, while keeping operational costs low, and keeping satisfaction ratings up. Strategic budgeting and scheduling skills.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows, increasing productivity.
District Manager/Manager Trainer
Lady Footlocker
01.2000 - 08.2008
- Evaluated performance metrics to establish benchmarks, driving accountability within store management teams. Managed over 12 locations within Northern California and Nevada, bringing in over 20 million in sales, ensuring operational costs remained low, but delivering revenue increases year over year.
- Spearheaded community engagement initiatives, job fairs, strengthening brand presence and customer loyalty in local markets.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district. Collaborated with auditing staff and built repore with external staffing agencies and stakeholders.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Reduced turnover rates by implementing proactive retention strategies designed to address potential employee concerns before they escalated into resignations or terminations. Led with an open door policy, soliciting feedback from employees.
Education
Scaled Agile
Operations Management And Analysis
University Arizona Global Campus
Business
Sierra College
Rocklin, CASkills
- Compliance
- Problem Solving
- KPI tracking
- Project planning
- Product lifecycle management
- Data-driven decision making
- Teamwork and collaboration
- User story creation
- Critical thinking
- Stakeholder communications
- Product backlog management
- Cross functional leadership
- Data analytics
- Timeline management
- Stakeholder relations
Timeline
Product Manager | Supplier Relationship Specialist
Blue Shield Of California
10.2022 - Current
Quality Assurance Auditor, Experienced
Blue Shield Of California
04.2021 - 10.2022
Intermediate Customer Concierge Claims/ASO Connect
Blue Shield Of California
02.2020 - 04.2021
Market Operations Manager
Golden Valley Markets
03.2017 - 02.2020
Supervisor and Hi Potential Store Manager
Tilly's Inc
08.2008 - 01.2015
District Manager/Manager Trainer
Lady Footlocker
01.2000 - 08.2008
Scaled Agile
Operations Management And Analysis
University Arizona Global Campus
Business
Sierra College