Nicole Willis
Romulus,MI
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
18
18
years of professional experience
Work History
Team Leader II
Blue Cross Blue Shield of Michigan
04.2021 - Current
- Manage 65 employees in the Federal Employee Program (FEP) service center
- Train Team Leaders to effectively analyze and interpret data on reports, to improve inventory management
- Write standard operating procedures and train Customer Provider Support Clerks
- Identify and implement enhancements to improve departmental performance
- Collaborate with other leaders in workgroups which focus on system updates
- Manage complaints and customer discrepancies to resolve problems, leading to increased customer satisfaction
- Train Team Leaders to effectively coach employees with sub-standard performance
- Process FEP dental provider updates
- Perform administrative tasks, such as monthly attendance audits, updating operation descriptions, and monitoring departmental expenses to ensure they do not exceed the annual budget
Team Leader I
Blue Cross Blue Shield of Michigan
09.2006 - 04.2021
- Monitored daily activities of direct reports to ensure work was being processed in accordance with departmental production and quality standards
- Assisted employees with irate members and claims escalations
- Collaborated with departmental analysts to quickly identify and resolve workflow issues, which negatively impacted performance
- Worked on group projects with other leaders to implement process improvements
Education
Bachelor’s in Business Administration - Accounting
The University of Michigan-Dearborn
08.2024
Bachelor’s in General Studies - Psychology, Sociology, and Political Science
The University of Michigan-Dearborn
12.2000
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Staff Training
- Coaching and Mentoring
- People Management
- Documentation And Reporting
- Performance Improvement
- Data Analysis
- Call Center Operations
- Complex Problem-Solving
Projects
The University of Michigan-Dearborn, Created and presented a Microsoft Access accounting database to track and automatically calculate expenditures and generate monthly reports
Additional Information
GAAP
Financial Accounting
Auditing
Taxation
Cost Accounting
Government Accounting
Microsoft Office
QuickBooks
Navigator
NASCO 3270
NCompass
Oracle
CM Web Client
FEP Direct
eFDE
Timeline
Team Leader II
Blue Cross Blue Shield of Michigan
04.2021 - Current
Team Leader I
Blue Cross Blue Shield of Michigan
09.2006 - 04.2021
Bachelor’s in Business Administration - Accounting
The University of Michigan-Dearborn
Bachelor’s in General Studies - Psychology, Sociology, and Political Science
The University of Michigan-Dearborn
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