Melinda White
Waverly,IL
Summary
Dynamic curriculum development professional with extensive experience in building high-performing teams. Proven track record of designing and implementing customized learning platforms that equip staff with essential knowledge and resources in demanding environments. Committed to advancing educational outcomes through collaboration with specialists to develop effective instructional strategies.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Quality & Performance Consultant
HCSC
05.2022 - Current
- Assisted in establishing the Curriculum Modernization Team.
- Modernized educational resources by redesigning them.
- Implemented experiential learning exercises.
- Facilitated onboarding sessions for new team members.
- Led Curriculum Governance meetings.
- Facilitate daily CMT team meetings.
- Provide constructive feedback to peers.
- Consulted trainers to identify curriculum pain points.
- Created and updated knowledge assessments.
- Assist in conducting interviews for potential team candidates.
- Coordinated onboarding process for new team members.
- Developed Standard Operating Procedures for CMT.
- Completed line of business GEMBA activities.
- Facilitated instruction for Yellow Belt certifications.
Developmental Specialist
10.2018 - 05.2022
- Oversee development and dissemination of IMS communications to various business divisions.
- Facilitated onboarding process for new team members.
- Lead new hire customer advocate classes of up to 25 participants covering equipment setup to Capstone assessment.
- Coordinated and delivered presentations to CA team every month.
- Participated in audits and rebuttals for the Divisional Review Committee.
- Develop and manage CA resources like BlueSource.
- Facilitated collaborative efforts within the NCAT/ACAT committee.
- Produced comprehensive training materials for New Customer Advocate Training.
- Developed personalized training materials for new hire CAs.
- Developed and led Claim Simulations for CA staff based on identified needs.
- Developed and managed various SharePoint sites for Developmental Specialist, Customer Advocate Specialist, and Customer Advocates.
- Mentored and trained new Developmental Specialists during their transition period.
Inquiry Coordinator
08.2017 - 10.2018
- Ensured precise upkeep of BlueSource documentation.
- Oversaw production and release of weekly DS Download communications.
- Designed Dashboard POPs for rapid information dissemination.
- Updated and maintained Benefit Navigator system.
- Organized simulated calls for new hire CAs.
- Developed and updated tailored Book of Business training materials for new hire CAs.
- Conducted new hire CA classes for up to 25 participants, overseeing initial equipment setup and Capstone assessment.
- Addressed inquiries from Customer Advocate Specialists via tech time routing flows.
- Developed tailored presentations for Dell, JCI and significant employer groups.
- Analyzed audits and rebuttals within the Divisional Review team.
- Addressed inquiries concerning DOL subpoenas.
- Handled inquiries about Disclosure Tracking Forms with efficiency.
Customer Advocate Specialist
08.2012 - 08.2017
- Handled complex member inquiries efficiently.
- Conducted manual computations for intricate claims to verify precision.
- Guided new hire CAs in Learning Coach role.
- Guided CA through intricate technical issues.
- Offered tailored feedback and coaching to veteran CAs.
- Processed and verified over-max claims for accuracy.
- Guided roll out of CA Portal as Subject Matter Expert.
- Oversaw continuous subscription project for Boeing and Adient.
- Developed and conducted onboarding step huddles for new hire CAs.
Customer Service Representative
01.2006 - 08.2012
- Handled phone inquiries related to claims and benefits with expertise.
- Addressed member questions regarding claims, benefits, and accumulations.
- Adjusted claims with precision.
- Executed various ad hoc tasks for PTC support during overtime.
- Served as key representative in role.
- Completed inventory work in the Core Rep position
- Completed two training rotations as a BlueCard Certified Advisor.
- Responded to call sharing requests for other Full-Service Units (FSUs).
Membership Biller
01.2000 - 01.2006
- Handled weekly eligibility files for Ingersoll Rand, Dresser Rand, Timken, McDonald's.
- Addressed reported discrepancies with the group.
- Detected discrepancies and communicated them to employer groups.
- Identified issues with account files, collaborating with Marketing and Systems teams for resolution.
- Addressed member and group inquiries through written communication and telephone.
- Organized individual tech sessions to aid peers in resolving complex issues.
- Conducted testing to finalize BlueSTAR application.
- Guided the rollout of the Dashboard as SME.
Claims processor
01.1999 - 01.2000
- Executed full-cycle claims processing ensuring precision.
- Finished designated group reports assigned by management.
Education
Admin Certificate -
Heartland School of Business
Jacksonville, IL06-1995
High School Diploma -
Jacksonville High School
Jacksonville, IL06-1992
Skills
- Curriculum and Assessment Development
- Staff Development
- Customer service
- Effective Training Delivery
- Process Optimization
- Effective Time Management
- Candidate Interviewing
- Collaborative Teamwork
- Lean Six Sigma Methodology
- Analytical Problem-Solving
- Organizational Change Management
- Project Coordination
- Performance Optimization
Certification
Certified Lean Six Sigma Yellow Belt
AIGPE Certified Specialist for Voice of the Customer, Brainstorming, Lean, Project Charter, FMEA, Process and Value Stream Mapping
LBI Root Cause Analysis Certification
Accomplishments
2022 Customer Service Stellar Star Individual Award
2022 Customer Service Stellar Star Team Award
2023 Customer Service Stellar Star Team Award
Timeline
Senior Quality & Performance Consultant
HCSC
05.2022 - Current
Developmental Specialist
10.2018 - 05.2022
Inquiry Coordinator
08.2017 - 10.2018
Customer Advocate Specialist
08.2012 - 08.2017
Customer Service Representative
01.2006 - 08.2012
Membership Biller
01.2000 - 01.2006
Claims processor
01.1999 - 01.2000
Certified Lean Six Sigma Yellow Belt
AIGPE Certified Specialist for Voice of the Customer, Brainstorming, Lean, Project Charter, FMEA, Process and Value Stream Mapping
LBI Root Cause Analysis Certification
Admin Certificate -
Heartland School of Business
High School Diploma -
Jacksonville High School
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