Meshawnda Calhoun Umeh
Compton,CA
Summary
Resourceful and forward-thinking Manager steadfast in pursuing opportunities to improve day-to-day operations and bottom-line profits. Skilled Manager offering 20 years of proven leadership, problem-solving and process improvement.
Overview
23
23
years of professional experience
Work History
Appeals and Grievances Supervisor
LA Care Health Plan
Los Angeles , CA
2021.04 - Current
- Prepared documentation, reports and logs to identify and manage metrics and support process driven activities.
- Investigated sensitive customer service complaints and delivered prompt resolution to meet regulatory guideline.
- Created and facilitated trainings on core systems for Compliance team and Officers.
- Worked with management team to outline departmental improvement plans to ensure regulatory compliance.
- Created DLP's and documented processes for Appeals and Grievances Intake operations and mail distributions.
- Implemented upgrades to performance tracking for management team.
- Worked on open Out of Compliance PCT case project by analyzing data and creating reports for Compliance team and Regulators
- Performed audit procedures to ensure readiness for regulatory audits
- Identified issues and developed criteria for Audits
- Built and Launched Appeals and Grievance QA Audit Program
- Created and managed effective corrective action plans
- Identified, developed and documented audit issues and made recommendations for improvements
CSC Supervisor
LA Care Health Plan
Los Angeles , CA
2016.11 - 2021.04
- Managing and analyzing daily, weekly and monthly reports for KPI's
- Coach and Develop MSR's to ensure compliance to all Federal and Local standards.
- Manage employees' relations, including disciplinary action, and employee concerns.
- Perform yearly performance reviews on all employees.
- Assist in interview process for new employees.
- Assist the department in training of new CSC Supervisors.
- Monitor and manage performance to departmental performance goals.
- Training and coaching of my customer service team on proper handling of customer complaints and problem resolution.
- Worked extensively to build morale in office by creating work activities and Functions.
- Successfully worked with low performers to increase performance to KPI's.
- Assist in skilling MSR's to queue assignments to meet business needs and adequate assignment.
- Conducted analysis to address office morale which led to improved employee engagement scores.
- Gave input on how to improve training and employee productivity.
- Executed new training initiative to improve skills and develop leaders from within.
Customer Service Supervisor
United Healthcare
Cypress , CA
2013.04 - 2016.11
- Manage a team of 50 high performing pharmacy technicians.
- Monitor system flow and processes problem-solving escalated issues and reporting.
- Collection, analyzing and evaluating date to improve processes and procedures.
- Managing and analyzing daily, weekly and monthly reports.
- Monitor employees to observe employee's demeanor, technical accuracy and conformity to company and Federal policies.
- Oversee employee recruitment.
- Create performance development goals and manage performance to those goals.
- Create and train the coaching of the customer service team on proper handling of customer complaints and problem resolution.
- Monitor system flow.
- Lead contract review project for compliance to contractual obligations for overseas work.
- Manage and Develop a group of lead technicians to take on supervisor roles.
- Lead a Synergy project to reduce department errors leading to increase client and customer satisfaction as well as improve revenue loss.
- Co-manage the standard and specialty team integrations project.
- Managing an off-shore project to increase work performance with our Philippians teams.
- Co-manage our teams Continuity and disaster recovery plan.
- Generated reports on KPIs to track and improve key metrics.
- Ensured team member performance by providing supervision, scheduling, counseling and evaluations.
- Translated management directives into actionable mandates for front-line staff.
Manager
AT&T Inc
Bakersfield , California
2001.01 - 2012.01
- Trained and managed a group of call center utility service representatives.
- Ensured day to day application of organizational policies and procedures regarding customer service and quality assurance.
- Audited Calls for Quality Assurance and coached representatives based on observations.
- Created and trained office on innovative collection practices to collect past due and current phone, TV, and internet accounts.
- Tracked and analyzed key performance indicators.
- Conducted appraisals, held daily, weekly and monthly goal setting meetings with representatives.
- Created and trained innovative customer service strategies.
- Participated in panel interviews of perspective call center management personal.
- Effectively worked with low performers to increase performance levels through direct model feedback and performance management.
- Lead escalations manager for defusing escalated and hostile customers.
- Managed the creating and implementation of service level improvement plans and innovative customer service strategies.
- Managed and mentored new call center Supervisors.
- Reviewed performance reports and used data to develop continuous improvement initiatives.
- Executed new training initiative to improve skills and develop leaders from within.
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives.
- Communicated and coordinated with multiple departments to achieve top results.
Education
High School Diploma -
Downtown Business Magnet High School
Los Angeles CASkills
- Ability to organize and direct a project to completion.
- Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities
- Ability to accept responsibility and account for my actions.
- Ability to influence others to perform their jobs effectively and to be responsible for making decisions
- Ability to actively attend to, convey, and understand the comments and questions of others
- Ability to use thinking and reasoning to solve a problem.
- Ability to pay attention to the minute details of a project or task.
- Interpersonal
- Ability to communicate effectively with others using the spoken word.
- Ability to communicate in writing clearly and concisely.
- The ability to formulate a sound decision using the available information.
- Ability to think in such a way as to produce a new concept or idea.
- Ability to make critical decisions while following company procedures
- Change and Performance Management
- Leadership
- Recruitment
- Contract review
- Issue and conflict resolution
- Resolution-oriented
- Staff training and development
- Grievance management
- Management collaboration
- Time management
- Employee scheduling
- Effective team player
Timeline
Appeals and Grievances Supervisor
LA Care Health Plan
2021.04 - Current
CSC Supervisor
LA Care Health Plan
2016.11 - 2021.04
Customer Service Supervisor
United Healthcare
2013.04 - 2016.11
Manager
AT&T Inc
2001.01 - 2012.01
High School Diploma -
Downtown Business Magnet High School
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