Lakisha McComb
Sunrise,FL
Summary
Results-oriented Senior Operations Manager, with over 22 years in healthcare operations and call center management. Well versed in change management and process improvement. Innovated new processes and positive impacted profit margins, efficiency and quality. Outgoing personality proven to win over stakeholders and successfully promote new methodologies.
Overview
12
12
years of professional experience
Work History
Business Process Organization Operations Manager
WIPRO LTD
Atlanta, GA
01.2021 - Current
- Provides direct operational leadership
- Maintains excellent customer service, and strong focus on client satisfaction and driving revenue
- Communicates daily with clients to ensure that all outsourced processes exceed their standards of quality and efficiency
- Leads and delivers complex client engagements to identify, design, and implement creative business solutions for Wipro.
- Seeks/Plans for growth and longevity with all clients, as well as new markets to begin services
- Responsible for performing change management when needed
- Improved inbound service levels by decreasing average speed of answer to 97% of calls answered within 30 seconds, decreasing hold times to less than one minute, and decreased average handle time to 3.5 minutes or less by creating and analyzing daily production phone reports
- Ensures compliance of contractual SLA's are met by reviewing and analyzing key performance indicators for each client
- Assists Talent Acquisition with recruiting beginning with job posting through onboarding
- Prepares weekly reports of overall metrics to present to executive leadership.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Manages change among staff to achieve buy-in and cooperation and overcome resistance.
- Evaluates corporate business processes to align outcomes with strategic goals and corporate vision.
- Promotes change through positive promotion, benefits demonstration and interactive approach.
Medicare/Medicaid Operations Manager
CENTENE CORPORATION
Detroit, MI
09.2018 - 09.2020
- Managed daily operations of Medicare and Medicaid non-clinical team, to include 4 supervisors and 65 agents
- Developed and administered call center objectives, operating policies and procedures, support documentation, and strategic action plans for achieving goals
- Identified root causes of process inefficiencies and facilitated creation of action plans for resolution
- Interacted with the Utilization Review and Medical Management teams to support Centene's clinical operations
- Worked directly with workforce management to develop and implement any necessary changes to schedules in or to meet or exceed regulated serviced levels
- Decreased call waiting time to less than 30 seconds for 97% of inbound calls
- Maintained a 96% attendance show rate, which resulted in consistent achievement of service levels and call handling goals.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
Medicare Referral Services Manager
CENTENE CORPORATION
Sunrise, FL
09.2015 - 08.2018
- Managed daily operations of Centene's 17-state centralized call center specializing in Medicare Managed Care
- Provided direct leadership to 2 non-clinical Team Leads and 52 non-clinical Referral Specialists
- Developed and administered call center objectives, operating policies and procedures, support documentation, and strategic action plans for achieving goals
- Identified root causes of process inefficiencies and facilitated the creation of action plans for resolution
- Interacted with Utilization Review and Medical Management teams to support Centene's clinical operations
- Worked directly with workforce management to develop and implement any necessary changes to meet or exceed regulated serviced levels
- Decreased call waiting time to less than 30 seconds for 99% of inbound calls
- Maintained an 89% attendance show rate, which resulted in consistent achievement of service levels and call handling goals
- Conducted monthly and annual performance reviews on staff's call quality, handle time, adherence to schedule, and productivity
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Directed training and retraining of employees to boost performance and enhance business results.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Manager of Utilization/Case Management Intake
CENTENE CORPORATION DBA ABSOLUTE TOTAL CARE
Columbia, SC
07.2012 - 09.2015
Supervisor of Utilization/Case Management Intake
02.2011 - 07.2012
Referral Specialist I and II
02.2010 - 02.2011
- Provided strategic and operational leadership to 2 non-clinical Team Leads and 33 non-clinical Referral Specialist, 4 Program Coordinators, and 1 Reconciliation Coordinator.
- Maintained excellent customer service, with focus on contractual requirements and Service Level Agreements
- Reviewed call center achievements daily and used effective Key Performance Indicators such as service levels and quality scores
- Analyzed and isolated issues in current processes, leading to increased Service Levels, from 89% to 96%
- Monitored department service levels, efficiency, and abandon rates hourly to ensure proper staffing
- Decreased hold time by 76% by staffing appropriately, empowered staff, created organized call scripts and developed Call Management Plan to optimize call routing
- Conducted monthly and annual performance reviews on staff's call quality, handle time, adherence to schedule, and productivity
Education
Bachelor of Art - Psychology
SOUTH UNIVERSITY
Columbia, SC09.2021
Skills
- Team Building
- Self-Motivated
- Excellent Communication
- Analytical and Critical Thinking
- Cultural Awareness
- Organization and Time Management
- Problem-Solving
- Conflict Resolution
- Policy Writing
- Call Forecasting
- Recruiting
- Operations Center Management
Timeline
Business Process Organization Operations Manager
WIPRO LTD
01.2021 - Current
Medicare/Medicaid Operations Manager
CENTENE CORPORATION
09.2018 - 09.2020
Medicare Referral Services Manager
CENTENE CORPORATION
09.2015 - 08.2018
Manager of Utilization/Case Management Intake
CENTENE CORPORATION DBA ABSOLUTE TOTAL CARE
07.2012 - 09.2015
Supervisor of Utilization/Case Management Intake
02.2011 - 07.2012
Referral Specialist I and II
02.2010 - 02.2011
Bachelor of Art - Psychology
SOUTH UNIVERSITY
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