Michelle Cunningham
Pittsburgh,PA
Summary
Results-driven Application Team Supervisor experienced in implementing workflow improvements and developing training programs that enhance operational efficiency and compliance with organizational standards. Fostered collaborative environments that drove productivity and ensured team success while adapting to changing needs.
Overview
7
7
years of professional experience
Work History
Application Team Supervisor
Automated Health Systems
02.2020 - Current
- Implemented process improvements that increased efficiency in workflow management and resource allocation.
- Supervised daily operations to ensure compliance with organizational standards and improve service delivery.
- Mentored team members, fostering skill development and enhancing overall team performance.
- Conducted regular performance evaluations, providing constructive feedback to enhance employee productivity.
- Coordinated training sessions, equipping staff with necessary tools for effective and accurate application processing.
- Analyzed operational data to identify trends, guiding strategic decisions for resource optimization.
- Collaborated with management to develop and execute initiatives aimed at improving operational needs and contractual obligations.
- Facilitated communication between departments, ensuring seamless integration of services and streamlined operations.
- Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
- Resolved conflicts between team members diplomatically, maintaining a healthy working environment conducive to productivity.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
- Managed performance reviews for 40 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Enhanced team productivity by implementing efficient workflow processes and monitoring daily progress.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Promoted a culture of continuous improvement by encouraging innovation and problem-solving among team members.
- Reduced employee turnover rate by fostering a supportive and positive work atmosphere.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and participating in candidate selection decisions.
- Coordinated cross-functional teams to achieve project objectives within strict deadlines.
- Mentored new hires in company policies, procedures, and expectations to facilitate their smooth integration into the team.
- Provided ongoing coaching to enhance individual performance levels while fostering teamwork among employees.
- Partnered with Call Center manager to train and develop team member skill sets and competencies.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
- Incentivized performance metric improvement through various programs and initiatives designed to reward exceptional effort and noteworthy contributions.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Assisted in research and analysis efforts by supplying input for forecasting, training program assessment and quality assurance program calibration.
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Managed staff hiring, training and supervision.
- Supervised ongoing daily production phases.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Cultivated professional working relationships with peers and supervisors.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Conducted annual performance reviews, offering praise and recommendations for improvement.
- Troubleshot equipment to reduce service calls and downtime.
Education
Associate of Science - Social Work Foundations
Community College of Allegheny County
Pittsburgh, PA05-2017
Skills
- Performance improvement
- Daily workflow improvement
- Quality improvement
- SOP adherence
- Service level agreements
- Effective leadership
- Workflow optimization
- Report generation
- Coaching and mentoring
- Evaluating employee work
- Documentation and reporting
- Report preparation
Accomplishments
I have been with AHS since August 2017, when I began my career as an Application Processor/Customer Service Representative. In November 2019, I applied for and was promoted to the Team Lead position, where I provided leadership for the Application Team, Call Center Team, and the Nebraska Contract Call Center Team.
In February 2020, I was promoted to Application Team Supervisor for the Maryland PVS project. With each advancement, I have continued to grow professionally, taking on greater leadership responsibilities and expanding my operational knowledge and expertise.
My continued development and commitment to organizational success led to an invitation to join the Oral Proposal Team in early 2026. As part of this team, I contributed to the successful effort that resulted in AHS being re-awarded the new Maryland PBS contract.
Timeline
Application Team Supervisor
Automated Health Systems
02.2020 - Current
Associate of Science - Social Work Foundations
Community College of Allegheny County