KEANA M. ANDERSON
South Lyon,MI
Summary
Tactful and motivated leadership professional with an innate passion to implement efficiencies and drive results. I am a driven and direct professional skilled in developing and maintaining a broad vision, cultivating excellent relationships, and communicating effectively across the organization to build focus and drive results.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Supervisor, Group Development
SENIOR HEALTH SERVICES
03.2019 - Current
- Lead a team of Sr. Analysts responsible for the development of Medicare Advantage group annual member communications
- Implemented communications and business strategies for Key groups
- Encompassed strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting.
- Developed member facing communications for standard groups such as the AEP documents (Evidence of Coverage, Benefits -at-a Glance and the Annual Notices of Change).
- Developed Performance Reviews for my direct employees and balanced business relationships for our internal clients.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- 2024 Emergent Holdings Emmy Award recipient for efficiency and process improvement.
Senior Analyst
Senior Health Services
04.2017 - 03.2019
- Maintained editing and standardizing Web-DENIS articles, Record articles, Provider letters, as well as updating content on the Provider Toolkit on bcbsm.com
- Manage updates quarterly for the for the MA PPO and Medicare PFFS Provider manuals
- Streamline communications to prospective business areas via Service alerts and alternate communications
- Participant in various work groups to ensure all necessary communication standards are met for providers based on new program implementations
- Work with business areas to ensure timely processing for review, approval and publishing of requested materials.
- Analyzed competitive market strategies through related product, market or share trends.
Team Leader 1
Blue Cross Blue Shield Of Michigan
02.2015 - 04.2017
- Participant of the 2016 Coach Forward Leadership and Upward Bound Leadership programs tailored to enhance and improve my existing leadership skills
- Provide coaching, mentoring recognition and performance appraisals for assigned team
- Plan and prioritize, delegate tasks, communicate and facilitate performance objectives and aide them in resolving concerns
- Provide first level leader support in chain of command with team members
- Administer and adhere to departmental policies, practices and procedures including union contract administration
- Plan and communicate with daily production schedule to staff and maintain control of inventory
- Develop and maintain strong and positive working relationships with respective Union Leadership
- Participated in the hiring and selection process of team members
- Maintain professional and technical knowledge by attending workshops, reviewing professional publications and benchmarking best practices.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Negotiated with vendors and suppliers to secure favorable terms and improve bottom-line results.
Data Supervisor
Verizon Wireless
01.2010 - 07.2012
- Participant of the 2011 On-Deck Leadership Program -Hold quality calibrations and call monitoring sessions with leaders -Responsible for driving and monitoring results and mentoring for team of ten reps -Coached for development and assists with interviewing and transitioning reps for advancement
- Facilitated team meetings and trainings to ensure reps are fully educated about new processes and procedures
- Utilized clarity, humor and well defined goals with a positive work ethic to establish a spirited organizational work ethic throughout the company
- Complete PA's, monthly scorecards and merit forms for incentives
- Implemented change to centers survey and quality monitoring process to improve center Results and overall performance
- Identify areas of opportunity with trainings and implement process improvements
- Identify reps motivators to assist in achieving stellar results ie
- Incentives, recognition, Gift cards and time waived etc
- Conducted interviews for Tech Support Department.
- Recommended strategies for improving organizational processes related to managing large amounts of data.
- Reviewed existing documentation related to databases in order to improve overall understanding among team members.
Transition Leader/Data Coordinator
Verizon Wireless
03.2007 - 01.2010
- Participant of 2009 National Midwest Mobility Leadership Program and Leadership Transitions for Verizon Wireless
- Assisted with the merge of the Financial Service department to Customer Service - Facilitated trainings, coached, developed and mentored reps in the New Hire Transition Dept
- Identified training opportunities to create process improvements that would yield the best results for team transition.
- Facilitated trainings using computerized manuals, projectors, handheld manuals and Voice leads
- Troubleshoot advanced products with devices, network and systems - Submit trouble tickets to the repair bureau to resolve customer's networking issues -Worked with peers to benchmark and develop improvements with training material.
- Examined completed work to detect defects and verify conformance to specifications.
- Directed the recruitment process for new employees, including interviewing and selecting candidates.
Customer Care Representative
Verizon Wireless
02.2006 - 04.2007
- Daily duties include assisting with general account inquiries - Troubleshooting customer equipment to ensure the best quality of service - Ensure customer concerns are resolved with first call resolution.
- Completed Side by Side's with New Hire employees to demonstrate quality - Challenge myself to meet and exceed center goals month over month.
Education
BACHELOR OF ARTS Developmental - Psychology
University of Detroit Mercy
Detroit, MI2005
Skills
- More than 10 years of Organizational leadership skills
- Project planning
- Performance management
- Process monitoring and improvement
- Policy and program development expertise
- Experience with developing and maintaining working relationships
- Ability to lead and contribute to process improvement projects
- Analytical and problem resolution skills
- Tactful and diligent leadership professional
Certification
Lean Six Sigma - Black Belt certified
Oracle- SQL Training course May 2018
Timeline
Supervisor, Group Development
SENIOR HEALTH SERVICES
03.2019 - Current
Senior Analyst
Senior Health Services
04.2017 - 03.2019
Team Leader 1
Blue Cross Blue Shield Of Michigan
02.2015 - 04.2017
Data Supervisor
Verizon Wireless
01.2010 - 07.2012
Transition Leader/Data Coordinator
Verizon Wireless
03.2007 - 01.2010
Customer Care Representative
Verizon Wireless
02.2006 - 04.2007
BACHELOR OF ARTS Developmental - Psychology
University of Detroit Mercy