Mark N. Bruce
Leader
Waukesha,WI
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
37
37
years of professional experience
9
9
years of post-secondary education
Work History
Operations Manager
UnitedHealthcare
Milwaukee, WI
01.2014 - 08.2023
- Led Claims, Enrollments, Overpayments & Recovery, Correspondence, Appeals, Customer Service & Solutions (CS&S - escalations), and Billing teams.
- Reduced turnaround time in Billing from 20+ days to 3 days.
- Created training and development path for the Billing team to ensure consistent methods and successful outcomes. This improved onboarding and cross-training.
- Resolved escalated calls without having to pass them to the next level of leadership.
- Revamped quality metrics for CS&S to ensure more objective evaluations.
Manager
UnitedHealthcare
Wauwatosa, WI
01.2003 - 01.2014
- Claims and Customer Service
- Led call teams that serviced 220,000 customer calls annually.
- Transitioned customer service teams from a claim team –based environment to a call center model.
- Introduced concepts of staff time, handling time, and call quality.
- Improved quality as well as the member experience through coaching.
- Consistently exceeded service level agreements.
- Developed and directed TREE (Transformation, Responsibility, Education, Experience), an employee development program, earning praise from employees and recognition from senior leaders.
- Designed and delivered Plain Language presentations to employees and trainees.
- Revamped and delivered monthly all-employee meetings to make them more informative, educational, and engaging.
Manager - Claims
UnitedHealthcare
Milwaukee, WI
01.1997 - 01.2003
- Managed claim teams that were quality-leaders in a service center of 200+ employees.
- Developed several employees to earn promotions to Grade 24 and Grade 25.
- Created and implemented a work management system used throughout the service center to manage work.
Team Leader, Supervising Claim Consultant
Prudential Insurance Co
Milwaukee, WI
01.1987 - 01.1997
- Supervising Claim Approver
- Supervisor
- Claim Examiner
- Earned promotions to positions of expanded responsibility.
Education
Master of Arts - English
University of Wisconsin - Milwaukee
Milwaukee, WI 09.1990 - 05.1995
Bachelor of Arts - English
University of Wisconsin – Whitewater
Whitewater, WI 01.1981 - 12.1984
Skills
Work flow planning
Timeline
Operations Manager
UnitedHealthcare
01.2014 - 08.2023
Manager
UnitedHealthcare
01.2003 - 01.2014
Manager - Claims
UnitedHealthcare
01.1997 - 01.2003
Master of Arts - English
University of Wisconsin - Milwaukee
09.1990 - 05.1995
Team Leader, Supervising Claim Consultant
Prudential Insurance Co
01.1987 - 01.1997
Bachelor of Arts - English
University of Wisconsin – Whitewater
01.1981 - 12.1984