Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Lizzy Moreno

Saint Johns,FL

Summary

Strategic business manager with 20 years of experience in operational excellence and digital transformation. Certified Scrum Product Owner with expertise in human resources, quality assurance, and process optimization. Proven track record in leading high-performing teams and aligning business strategies with measurable outcomes. Skilled in data analytics and change leadership, successfully executing Mayo Clinic’s digital roadmap to deliver impactful, AI-enabled solutions.

Overview

13
13
years of professional experience

Work History

Customer Engagement and Support Manager – Touch Point Quality - Center for Digital Health

Mayo Clinic
05.2022 - Current
  • Orchestrates a result-driven, multidisciplinary team, cultivating strong collaboration with internal partners, end-users, and key stakeholders to deliver outcomes with precision and impact.
  • Leading and mentoring a dynamic, highly productive team of 20 staff members, overseeing the quality of interactions for over 3,900 agents across 84 business units.
  • Uncovered reporting structure gaps across call centers and implemented corrective measures to improve transparency.
  • Used data insights to highlight performance trends, including a significant reduction in average call silence time from 5 minutes to 2 minutes.
  • Catalyzed change, leveraging Agile methodologies to promote flexible and continuous process improvements.
  • Enhanced team readiness for automation by promoting skill development in AI tools and digital platforms. Guiding Quality Specialists through a shift toward continuous improvement and agent coaching, helping them develop alongside new technologies.
  • Played a key role in shaping automated evaluation workflows, overseeing development, validation, and continuous optimization for long-term accuracy.
  • Collaborated with internal stakeholders and vendors to build and deliver training resources tailored to evolving quality processes. Created user-friendly Quick Reference Guides (QRGs) to streamline the move from manual evaluations to automated systems.
  • Spearheading digital transformation initiatives, integrating advanced analytics and innovative tools to streamline operations and improve patient outcomes.
  • Built strong collaboration channels across CDH teams and internal Mayo Clinic departments to maintain alignment and operational consistency.
  • Partnered with the Forms Review Oversight Group (FROG) to revise procedures and ensure proper handling of call retrieval protocols.
  • Champions users' perspectives by leveraging insights from qualitative and quantitative research to inform product strategies, ensuring data-backed decisions guide the development and refinement of impactful solutions.
  • Develop and execute quality assurance frameworks, ensuring consistent performance and alignment with enterprise standards.
  • Manages end-to-end product and platform initiatives by translating vision into actionable goals, balancing resource allocation with evolving scope, ensuring delivery of a differentiated, high-impact user experience.
  • Drive employee engagement through tailored development programs, achieving a measurable increase in retention and productivity.
  • Proven track record of upholding compliance with legal requirements and aligning policies with regulatory bodies. Ensuring adherence to Mayo Clinic privacy, compliance, and legal standards.
  • Strong strategic planning skills, demonstrated through successful implementation of data analytics and operational initiatives. Utilized reporting analytics to understand business health and conducted data mining for staff productivity.
  • Serving as a change agent for digital transformation, advocating for lean practices and innovative solutions. Welcomed innovation by understanding the utilization of new technologies, trends, and software to guide teams into the future with best-of-class solutions.
  • Collaborating with cross-functional teams, senior leadership, and stakeholders to identify organizational opportunities and implement effective solutions. Built and maintained strong relationships with internal and external stakeholders.
  • Developed and executed Quality Management operational processes for data validation. Ensured QS team calibration and oversaw adherence to minimum standard enterprise quality processes. Planned and executed interventions to improve contact center phone interaction quality performance.
  • Coordinated with cross-functional teams to incorporate productivity metrics into visual dashboards used by key internal partners.
  • Conducts in-depth market and user research to uncover insights that inform strategic improvements, with a focus on enhancing customer impact and driving meaningful business outcomes.
  • Technical Proficiency: Proficient in Calabrio System, Avaya CMS, and EMR systems. I participated in system implementations and go-lives, providing support and training in technical systems.
  • Securing healthy and transparent communication and stakeholder Relations. Excellent communication and interpersonal skills, with a focus on building strong relationships with stakeholders.
  • Recognized with the 2023 CDH Team Spirit Award for outstanding contributions to organizational innovation and team culture.

Associate Analyst- Customer Engagement and Support – Center for Digital Health

Mayo Clinic
09.2020 - 05.2022
  • Led training programs for nine workforce analysts, equipping them with skills to optimize resource allocation.
  • Assisted in creating the Office of Contact Change Management Quality Analytics Procedure and Workforce Management (WFM) Training Document, contributing to the development of standardized processes and procedures.
  • Cultivated a collaborative and transparent workplace culture that promotes service excellence, inclusivity, and continuous growth.
  • Championed innovation by embracing emerging data, technologies, and methodologies to drive operational advancement and elevate performance.
  • Provided critical data analytics to senior leadership, informing decisions that improved workforce efficiency.
  • Worked WFM Team to handle scheduling, training, real-time analysis, reporting, and work shift/building tasks to help onboard new Business Units in Calabrio One. Provided ongoing support to Business Unit partners, ensuring optimized operations within workforce scheduling processes.
  • Played a pivotal role in the seamless onboarding of multiple business units into new scheduling systems.
  • Led workgroups in departmental projects to ensure a smooth flow of operations and clear communication between parties involved.
  • Maintained application management functions for agents in Calabrio (i.e., User Configuration, Vacation Planning, Agent Monitoring, Service Queues, Full-time Equivalents, Exceptions, Projects, Evaluation Form Manager, WFM configuration, etc.).
  • Enhanced team productivity through innovative reporting solutions and process refinements.

Operations Analyst/ Trainer/Financial Counselor-Revenue Cycle

Mayo Clinic
06.2015 - 09.2020
  • Oversaw scheduling for 175+ representatives, achieving optimal workforce utilization and labor cost savings.
  • Collaborated with leadership to manage COVID-19 task force initiatives, including workforce planning and furloughs.
  • Assisted the Quality team with monitoring, auditing, and coaching Financial Counselors with their phone interactions and adjusting transactions. Adhered to the Patient Account Services call center performance regulations. Also served as a Patient Account Services Trainer, assisting with the training and development of new Financial and Assistant Financial Representatives.
  • Served as an Epic Super User, providing training and live support during a major system migration.
  • Improved call center compliance metrics by 18% through targeted coaching and quality monitoring.
  • Played a key role in developing patient-friendly financial counseling processes, enhancing customer satisfaction.
  • Customer Service and Negotiation: Demonstrated excellent customer service skills and effective ability to negotiate payment reimbursement from patients and third-party payers.

Vascular Access Technician/Trainer

Mayo Clinic
03.2012 - 06.2015
  • Trained new vascular access technicians, ensuring proficiency in venipuncture, IV placements, and other laboratory procedures. Served as a Super User for new LIS implementation (SoftLabMic and SoftID), providing extensive support and training to staff during the transition period.
  • Involved in a special task force participating in the Mayo ALMA merge group to help promote awareness and inclusion among Mayo Clinic employees and patients. Also, assist with nurturing professional and leadership development.
  • Extensive experience with Soft Laboratory Information Systems, including SoftLabMic and SoftID, in Rochester. Managed specimen processing duties and ensured services were carried out according to the Standard Operating Procedures Manual designated by the Mayo Clinic Laboratory Department.
  • Interacted with patients, family, physicians, and allied health staff professionally as a member of the laboratory team. Clearly explained procedures prepared venipuncture sites and selected methods of collection. Instructed patients on appropriate collection procedures for various tests.
  • Specimen Collection and Processing: Collected blood samples for laboratory testing, including blood gases (arterial, venous, and difficult sticks). Performed venipuncture and IV placements, and familiar with ISTAT analyzer testing. Demonstrated extensive knowledge of testing procedures and catalog, highlighting the importance of timing collection.
  • Safety and Compliance: Followed safety standards and universal precautions to ensure compliance with Mayo Clinic and laboratory regulations.

Education

MBA - Business Administration, Concentration in Human Resources Management

Southern New Hampshire University
Hooksett, NH

B.A. - Business Administration

Southern New Hampshire University

Skills

  • Strategic Leadership & Vision: Proven ability to lead large-scale initiatives, inspiring teams to deliver exceptional results
  • Digital Transformation Expertise: Successfully pivoted manual operations to automated systems, achieving efficiency and scalability
  • Data-Driven Decision Making: Proficient in advanced analytics to inform strategy and improve operational performance
  • Operational Excellence: Skilled in designing and implementing quality management processes to enhance service delivery
  • Change Management & Innovation: Leads seamless change enablement by unifying cross-functional efforts, aligning diverse teams and communication streams into cohesive strategies that accelerate adoption, reduce friction, and enhance organizational alignment
  • Compliance & Policy Mastery: Solid foundation in regulatory compliance and aligning policies with organizational objectives
  • Technical Proficiency: Advanced knowledge of Calabrio One, CallMiner, Genesys, SoftID, Avaya CMS, Epic, Power BI, and Tableau
  • Onboarding, Hiring, Recruiting, Training, and Development: Experienced in HR operations, including onboarding, hiring, recruiting, training, and development Successfully managed recruitment processes and developed training programs to enhance staff skills and performance
  • Collaboration and Management: Collaborated with cross-functional teams to identify organizational opportunities and implement effective solutions Provided leadership and support to colleagues, fostering a collaborative and inclusive work environment
  • Communication and Stakeholder Relations: Builds strong cross-functional partnerships across all clinical, digital, and health domains, fostering alignment and shared outcomes through proactive engagement with internal stakeholders and departmental collaborators throughout Mayo Clinic

Accomplishments

  • Successful implementation of an enterprise-wide Automation Quality Management system by driving strategic planning, leading cross-functional collaboration, and executing a phased change management strategy.
  • Spearheaded the design, validation, and rollout of a hybrid evaluation form, combining 90% automation with 10% manual review, significantly reducing evaluation time while improving accuracy and scalability.
  • Enabled seamless transition of staff, developed comprehensive policies and procedures, and championed a future-state vision for data-driven coaching and performance enhancement.
  • This initiative is transforming manual quality assurance processes into an advanced, insight-driven model, setting the foundation for 100% call coverage and predictive performance.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Engagement and Support Manager – Touch Point Quality - Center for Digital Health

Mayo Clinic
05.2022 - Current

Associate Analyst- Customer Engagement and Support – Center for Digital Health

Mayo Clinic
09.2020 - 05.2022

Operations Analyst/ Trainer/Financial Counselor-Revenue Cycle

Mayo Clinic
06.2015 - 09.2020

Vascular Access Technician/Trainer

Mayo Clinic
03.2012 - 06.2015

B.A. - Business Administration

Southern New Hampshire University

MBA - Business Administration, Concentration in Human Resources Management

Southern New Hampshire University

Similar Profiles

CREATE PROFILE