Marnee S. Downing
Yorba Linda,CA
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, along with excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Reputation for building cross-functional relationships, a strong work ethic, honoring and exceeding commitments with a desire to see others succeed.
Overview
41
41
years of professional experience
Work History
Director, Patient Access
City of Hope
08.2019 - 08.2023
- Lead team comprised of 3 managers, 7 supervisors, and 90 in and out bound contact center reps, on site and remote supporting patient scheduling and communication
- Partner with WFM on shifts and staffing to maximize timelines of service
- Improved KPIs. shifting from 10 pods to all staff support patients, reducing internal transfers by 15%
- Partner with administrative and clinical leaders to deliver exceptional service to patients
- Develop on-line job aids, reducing errors related to paper references being out-of-date
- SME assigned to partner with telecom vendor for contact center changes
- Established and oversaw performance targets for all levels of call center staff.
- Resolved escalated patient concerns promptly and professionally to avoid leakage.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Developed quality employees within call center to take over leadership positions.
- Implemented innovative service strategies to improve customer experience and engagement.
Manager, Shared Services
City Of Hope Medical Foundation
04.2017 - 07.2019
- Oversee staff comprised of contact center, new patient intake, and insurance verifiers for City of Hope Medical Foundation
- Evaluated and implemented processes to improve service to patients and Clinical Operations
- Actions include - Rewrite of position descriptions for front line staff, results - job classification change, increasing employee engagement and job satisfaction - Implemented process to get oncology patients seen sooner, FY19 results: 52% of patients received sooner appointment date representing 91 years of saved time
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Call Center Manager
UC Irvine Health
10.2012 - 01.2017
- Lead staff of 2 assistant managers and 7 supervisors, overseeing 100 represented team members, in all aspects that impact each patient’s service journey
- Improved KPIs: Average Speed of Answer from 51 seconds to less than 30 seconds, Abandon Rate from 9.2% to less than 4% in six months
- Operational improvements: - Created new team to manage outbound efforts, without additions to staff, increasing patient satisfaction - Developed and implemented process for auditing return mail, improving accuracy in patient records, with impact on patient communication and billing - Authored job aids call center staff (leaders and team members) regarding patient discharge from care
- Researched, selected and negotiated contracts for - New vender for current call center systems, including workforce management and 100% call recording; improved ability to assess rep and department performance
- Established and oversaw performance targets for call center associates.
Call Center Manager
Corinthian Colleges, Inc
06.2010 - 07.2012
- Mentored staff of 8 supervisors to coach and provide direction to staff of 100 call center agents
- Prepared monthly staffing and attrition data, including analysis of trends for executive review
- Managed temp to hire process for new agents, developed process for resume review and candidate selection, improving hire and retention rates; oversaw relationship with staffing agencies
- Responsible for continuous improvement in people, technology and processes
Director, Call Center
Aig Direct
01.2006 - 01.2008
- Responsible for staffing new bilingual Spanish contact center including 100+ sales and service agents; manage Personal Lines licensing of new and existing team members
- Oversee expenditures for establishment and on- going maintenance of center
- Collaborate with leaders and process owners in other centers, review procedures, and key performance indicators for on-going viability
- Provided executives with regular performance updates
- Increasing Customer Satisfaction / Net Promoter Scores for center by 9 points in two months
- Quality scores of 90% or better for five consecutive months, improvement of more than 10 points
- Increased and exceeded center cross-sell / up-sell initiatives by 25% in three months
- Evaluated effectiveness of incentive programs and revised to increase participation across all centers
- Led development of web-driven job knowledge certification program tied to agent career advancement
Operations Director
21st Century Insurance
01.2005 - 01.2006
- Co-led successful launch of main contact center, including remodel, selection and relocation of tenured staff, and recruitment and hiring of more than 250 team members
- Responsible for day-to-day operations of 300+ agents, 5 managers and 15 supervisors, encompassing Sales, Service, Claims, Facilities, Human Resources
- Training and IT
- Introduced and managed blended staffing model to meet contact center growth projections for sales and service areas
- Managed vendor partnerships with direct impact on hiring and training initiatives
- Over six months improved KPIs: Average Speed of Answer from 7 minutes to less than 30 seconds, Average Handle Time from over 9 minutes to 7:45 and Abandon Rate from 28% to less than 5%
- Led Six Sigma project to reduce agent attrition, resulting savings in excess of $3M; actions include, career path development, increase base pay and revised shift differentials
- Implemented Ulysses Learning training programs; ServiceMentor and Coaching Mentor, across three geo- graphically dispersed centers, resulting in improved customer retention and satisfaction, reduced customer escalations and increased first contact resolution
- Managed grant for $200K from State of Texas for new hire training
- Developed and implemented model to determine which managers and supervisors had best hiring / employee retention statistics, reducing new hire attrition by more than 20%
Various
21st Century Insurance
09.1982 - 01.2005
- Promoted 4 times in 12 years in recognition of strong service focused performance
Skills
- Organizational Development
- Time Management
- Process Updates
- Project Planning
- Customer Conflict Resolution
- Call Center Strategy
- Motivational Leadership
- Constructive Feedback
- Employee Engagement
Accomplishments
- CERTIFICATIONS:
- Business Systems Certification / Designations
- PeopleSoft: MSS, Financials, CRM Six Sigma Green Belt
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) UC Irvine: Business Officer Institute
- Management Development
- Call Center Technology
- Cisco Unified Intelligence Center, Calabrio
- Genesys: Workforce Manager and CC Pulse Avaya CMS Supervisor, WFO, and Survey Admin
- Verint: Enterprise Recording and Screen Capture, IntelliFind and IntelliMiner
Timeline
Director, Patient Access
City of Hope
08.2019 - 08.2023
Manager, Shared Services
City Of Hope Medical Foundation
04.2017 - 07.2019
Call Center Manager
UC Irvine Health
10.2012 - 01.2017
Call Center Manager
Corinthian Colleges, Inc
06.2010 - 07.2012
Director, Call Center
Aig Direct
01.2006 - 01.2008
Operations Director
21st Century Insurance
01.2005 - 01.2006
Various
21st Century Insurance
09.1982 - 01.2005
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