Katosha Baker

Work History

People Leader – Fraud Operations

Walmart

08.2021 - Current

Manage contact center day-to-day operations and support new initiatives
Track key performance metrics, analyze, and interpret overall service levels, performance reports, and metrics, and make necessary adjustments
Lead and empower associates to perform efficiently at a high-level while exceeding departmental goals and expectations
Communicate performance requirements, provide guidance and coaching, monitor performance, and help associates understand and adapt to change
Coach, develop, and assist associates in outlining opportunities and strengths with a focus on associate growth
Maintain current knowledge of business initiatives to participate in, support, and drive process improvement or change initiatives
Compile employee feedback regarding experiences and best practices to analyze gaps within development and business processes to create a plan of action to share across the business.
Increased employee engagement by implementing team-building activities and open communication channels.
Established clear expectations for employees, fostering a culture of accountability and high-performance standards.
Provided timely feedback on employee performance, recognizing accomplishments and addressing areas for improvement proactively.
Championed continuous improvement initiatives by encouraging open feedback and implementing effective solutions to address identified concerns.
Developed a positive work environment through active listening, empathy, and providing constructive feedback.
Promoted high standards through personal example to help each member understand expected behaviors and standards.
Discovered and resolved complex employee issues that affected management and business decisions.
Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
Distributed employee engagement surveys to identify areas of improvement.
Coordinated technical training and personal development classes for associates.
Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Facilitated entry and exit interviews, disciplinary action/action plan conversations, and employment terminations

Credentialing Manager

Signify Health

02.2023 - 08.2023

Overseeing the credentialing process for all healthcare providers, including initial credentialing, re-credentialing and ongoing monitoring
Facilitated smooth communication between departments, fostering collaboration in support of credential management objectives.
Developed performance metrics to monitor staff productivity, leading to increased efficiency throughout the department.
Collaborated with department leaders to develop policies and procedures for maintaining accurate provider records.
Developed comprehensive training materials for new hires, promoting consistency in credentialing processes across the organization.
Ensuring compliance with all applicable laws and regulations
Analyzing data to identify trends and make improvements to the credentialing process.
Led team meetings to discuss progress toward goals, troubleshoot issues, and share best practices among colleagues.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Established performance goals for employees and provided feedback on methods for reaching those milestones.

Endorsement Team Manager

CSAA Insurance Group

01.2011 - 08.2020

Managing associate performance and behavior; researching, compiling, and analyzing data to determine strengths and opportunities to be used in employee development; developing skill and service improvement action plans while maintaining compliance with State regulations; adjusting specialty associates' daily work assignments to meet business needs; Delivering adverse conversations and documentation to ensure compliance with business standards, policies, and processes
Developing leaders to ensure efficiency, accuracy, and production in day-to-day operations
Partner with other business units to identify gaps, create a plan of action, and implement service level expectations to ensure efficiency within the business unit
Determine and carry out necessary processes and practices; monitor progress and results; recognize and capitalize on improvement opportunities; and adapt to competing demands, organizational changes, and new responsibilities.
Led employee relations through effective communication, coaching, training, and development.
Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Recruited and trained high-performing team members, maintaining optimized customer service.
Established team priorities, maintained schedules and monitored performance.
Defined clear targets and objectives and communicated to other team members.

Renewal Team Lead

CSAA Insurance Group

08.2003 - 01.2008

Oversee daily production activities for phone associates, conduct bi-weekly transaction audits, run Reports/Logs to monitor progress and provide feedback to associates, assuring all processing deadlines are met, provide weekly statistics to Management Teams and agents
Facilitate monthly and weekly team meetings
Identify, analyze and planning and develop streamlined processes while maintaining compliance with State Insurance Regulations
Interview new applicants for qualifying positions and determine eligibility for employment
Facilitate trainings on company policies & department procedures and processes.
Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Coached team members in techniques necessary to complete job tasks.
Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

Summary

Overview

Work History

People Leader – Fraud Operations

Credentialing Manager

Endorsement Team Manager

Renewal Team Lead

Education

High School Diploma -

Skills

Work Availability

Work Preference

Work Type

Location Preference

Important To Me

Timeline

Similar Profiles

Braden MooreBraden Moore

Santrena StanleySantrena Stanley

Preet ShahPreet Shah

Aisha KhaledAisha Khaled

Lacy Huckaby-HolmesLacy Huckaby-Holmes