Leslie Perez
Phoenix,AZ
Summary
Versatile team player who utilizes critical thinking, strong organizational skills and collaboration to drive results. Talented Project Advisor well-versed in the practices, standards and requirements of [Area of expertise]. Analytical problem-solver with good planning skills and a decisive nature. Offering [Number] years of experience and looking for a challenging new role. Collaborates with [Type] project teams to handle [Type] requirements, optimize procedures and enhance project success. Well-organized and industrious with detail-oriented and quality-driven approach. Advanced skills with [Software].
Overview
12
12
years of professional experience
Work History
Business Project Advisor
Evernorth
Phoenix, AZ
01.2019 - Current
- Lead and manage strategic initiatives
- Provide project management for small and large projects
- Develop project charters, project plans, and manage milestones
- Develop and execute appropriate communication plans with stakeholders and leadership
- Develop, maintain, and grow relationships with cross-functional partners
- Align project timelines to ensure projects are completed on time while meeting all stakeholder needs
- Collaborate with cross-functional partners to manage projects and meet the needs of the business and overall Enterprise objectives
- Identify and communicate areas of improvement, roadblocks and barriers that can impact project goals and initiatives.
Quality and Audit Supervisor
Cigna Healthcare
Phoenix, AZ
04.2015 - 01.2019
- Led a diverse and virtual environment of Call and Claim Auditors
- Developed audit programs
- Developed and generated mass communications to internal business partners
- Ensured quality audits were successfully conducted according to Cigna and government compliance regulations
- Provided ongoing coaching, growth opportunities and feedback to staff
- Aligned team goals to enterprise goals
- Analyzed call and claim audit data to identify trends
- Communicated audit trends/findings to business owners.
Quality Improvement Manager
Cigna Healthcare
Phoenix, AZ
03.2013 - 04.2015
- Managed projects for Group Operations using Six Sigma and Agile methodologies
- Developed SOPs, Job Aids, and other training material for both onshore and offshore staff
- Identified process gaps and drove improvement and process efficiencies
- Managed and led several department and network projects evaluating and re-engineering of work systems and functions for improvement
- Evaluated business processes by partnering with internal and external business stakeholders and provided customer feedback.
Call Auditor
Cigna Healthcare
Phoenix, AZ
12.2012 - 02.2013
- Collaborated and contributed to the development of workflows, SOPs, Job Aids, and Instructional guides for new hires and current staff
- Identified process faults and benchmarked procedures to maximize efficiency and productivity
- Performed call audits for compliance, training and quality of service purposes
- Conducted focus audits for in-depth analysis in order to identify root cause and trending
- Applied compliance regulations and department standards to all audits for accuracy and quality.
Personal Advocate
Cigna Healthcare
Phoenix, AZ
11.2011 - 12.2012
- Educated and enrolled customers in Chronic Condition, Health & Wellness, and other benefit programs
- Ensured the health and well-being of Cigna customers by partnering with RN’s, Behaviorists, and Health Educators to meet the needs of our customers
- Applied crisis management techniques to sensitive and life threating calls
- Top performer who engaged in 70+ unique calls per day
- Provided excellent customer service resulting in high quality scores.
Education
Bachelor of Applied Science - Behavioral Science -
Western International University
Associates Degree in Business Operations -
Western International University
Skills
- Execute and manage complex projects using Agile and Six Sigma methods
- Drive process improvement to identify process gaps and create structure
- Turn concepts and ideas into actionable plans and drive these plans forward
- Build deep and trusted relationships with business partners and stakeholders
- Partnering with business leads and subject matter experts, at all levels, to define, scope, analyze, and resolve strategic issues and drive results
- Managing business and IT relationships in a matrixed environment
- Provide process insight by utilizing project management tools such as process mapping, Gantt charts, etc
- Create effective learning experiences though instructional design concepts
- Citrix, Verint, HEV, ICMS, IView, InsPro, Acclaim, Workbench, iAM, EPIC, Tableau, MAPS, Planview
- Knowledgeable in various healthcare and health insurance products and services
- Schedule Coordination
- Project Management Expertise
- Activity Planning
- Customer Relations Skills
- Agile Methodologies
- Project Management
- Stakeholder Relations
- Customer Relationship Management
- Quality Assurance
- Work Planning and Prioritization
- Performance Monitoring
- Team Collaboration
- Team Leadership
- Detail Oriented
- Resource Coordination
- Organizational Skills
- Time Management
- Problem-Solving Abilities
- Analytical Skills
- Problem-Solving
- Continuous Improvement
- Effective Communication
- Decision-Making
- Adaptability and Flexibility
- Teamwork and Collaboration
- Idea Development and Brainstorming
- Relationship Building
- Task Prioritization
- Team Building
- Scope Implementation
Training
- Project Management (Project Management Institute and Six Sigma)
- Prosci Change Management
- Instructional Design (ASTD)
- Toastmasters International
Timeline
Business Project Advisor
Evernorth
01.2019 - Current
Quality and Audit Supervisor
Cigna Healthcare
04.2015 - 01.2019
Quality Improvement Manager
Cigna Healthcare
03.2013 - 04.2015
Call Auditor
Cigna Healthcare
12.2012 - 02.2013
Personal Advocate
Cigna Healthcare
11.2011 - 12.2012
Bachelor of Applied Science - Behavioral Science -
Western International University
Associates Degree in Business Operations -
Western International University