Relationship building and management
Team development
Operations management
Controlling costs
Goals and performance
Process improvement
Nolan Banez
Manager
Elk Grove,CA
Summary
Developed leadership and strategic planning skills in fast-paced environment, focusing on operational efficiency and team performance. Excels at identifying opportunities for process improvement and fostering collaborative work cultures. Seeking to transition into new field, leveraging expertise in team management and process optimization.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Area Manager II
Amazon
Tracy, California
12.2023 - Current
- Responsible for the direct management of sort associates up to 200 associates per sort shift
- Creation and implementation of sort plan through Goldeneye, assign area roles and responsibilities, and lead daily pre-sort and start up meetings ensuring goal is met within a 5% delta
- Maintained goal sort volume and TPH partnering with other Area Managers for admin task completion and associate safety and production
- Consistent coaching and mentoring of Process Assistant staff, looking for growth and development opportunities
- Collaborate with all support teams including Safety, Engineering, Loss Prevention, and Human resources to ensure business objectives are met through executed planning
Operations Manager
Blue Shield of California
Lodi, California
03.2021 - 12.2023
- Responsible for the direct management of Premier/Core teams with 6 direct supervisors, an operations specialist, and 47 customer care representatives
- Maintained 93.6% ASAT, 92.2% IR, and AHT 773 through H1 2023, partnering with Supervisory staff for outlier management and shared best practices
- Consistent coaching and mentoring of Supervisory staff, implementing Employment Engagement strategies, process resolution, and leadership development to build high performing teams
- Key point of contact and decision maker for Premier/Core with Performance & Learning, Workforce Management, Human Resources, and other ancillary departments across the Blue Shield enterprise
- Primary Real Estate Change Champion for Lodi/Rancho Cordova locations for Customer Experience
- Active member as a Champion for the Lead the Way program – driving meeting content and participation for Blue Shield leadership
- Responsible for hiring of first Summer Intern for Customer Experience, direct involvement with daily activities for Employee Resource Groups and Corporate Citizenship participation projects and inventory reduction initiatives
Operations Supervisor
Blue Shield of California
Lodi, California
09.2019 - 09.2020
- Sustained an 82.7% ASAT score for 2020 amidst Open Enrollment challenges and working from home deployment activities while upholding operational efficiencies in AHT and Adherence
- Integral change promoter for all work from home employees, assisting in all initial testing and war room conferences
- Directly responsible for assisting 50+ reps with work from home deployment
- Primary contact for Provider lines project for the El Dorado Hills reps, accountable for selection of 19 reps, working closely with Technical Learning, Workforce Scheduling, and security coordinator to help increase Provider service levels from 3% to over 81.1% by project end
- Mentor and active advocate for the current cohort of the Ready to Lead program
- Active member as a Champion for the Lead the Way program – driving meeting content and participation for Blue Shield leadership
Operations Supervisor
Blue Shield of California
Lodi, California
06.2016 - 08.2019
- Maintained an 86.1% ASAT score for 2019 with an average team size of 21, motivating team engagement in the use of engagement best practices and increasing operational efficiencies in AHT and Adherence
- Developed and instituted leadership and development program for premier and senior markets department with over 60 participants
- Integrated operational changes in pharmacy services by immersed learning and practice of new systems, decreasing hold times of Customer Care Representatives by as much as 30 minutes
- Coordinated and facilitated Autism Walk project at Blue Shield, involving over 50 employees across different departments to raise over $5000 for Autism awareness
- Streamlined contingent conversion/Supervisor hiring process by leveraging available leadership resources and active communication with recruiting staff and candidates by 7 days
Management Trainee
Blue Shield of California
El Dorado Hills, California
07.2015 - 06.2016
- Influenced customer driven results by utilizing confident feedback and coaching up to develop individual and team performance
- Direct impact and interaction with 30+ Customer Care Representatives
- Performed front line operations within Claims, Customer Service, Project Management Office and Performance and Data Intelligence teams
- Heightened ability to connect with people at all levels of the organization to build effective relationships
- Demonstrated ability to quickly embrace change and drive that behavior in other team members
Area Set-Up Liaison
Waste Management
Rancho Cordova, California
07.2011 - 09.2014
- Responsible for the swift mediation between 3 boundary departments (Sales, Setup, Operations) comprised of 100+ people
- Facilitated training of 50+ agents in Phoenix Call Center and 25+ sales reps in local offices for market area differences
- Acted as local subject matter expert on all Northern California and Nevada area business nuances
- Conducted brainstorming sessions with the Customer Experience group to perform root cause analysis on customer issues and implement solutions
Education
Bachelor of Arts - Liberal Studies
University of California
Riverside, CA 09.1989 - 03.1994
Yellow Belt -
Lean Six Sigma
Lodi, CA 01.2016 - 01.2016
Management Trainee - Management Trainee Program
Blue Shield of California
El Dorado Hills, CA 06.2015 - 06.2016
Skills
Timeline
Area Manager II
Amazon
12.2023 - Current
Operations Manager
Blue Shield of California
03.2021 - 12.2023
Operations Supervisor
Blue Shield of California
09.2019 - 09.2020
Operations Supervisor
Blue Shield of California
06.2016 - 08.2019
Yellow Belt -
Lean Six Sigma
01.2016 - 01.2016
Management Trainee
Blue Shield of California
07.2015 - 06.2016
Management Trainee - Management Trainee Program
Blue Shield of California
06.2015 - 06.2016
Area Set-Up Liaison
Waste Management
07.2011 - 09.2014
Bachelor of Arts - Liberal Studies
University of California
09.1989 - 03.1994
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