Persha Riley
Orlando,FL
Summary
Operations Senior Manager with extensive experience at Alight Solutions, specializing in strategic planning and team leadership. Proficient in data analysis and conflict resolution, leading to enhanced operational efficiency and customer satisfaction. Achieved a 20% improvement in service delivery metrics through successful implementation of quality assurance initiatives.
Overview
12
12
years of professional experience
Work History
Operations Senior Manager
Alight Solutions
03.2023 - Current
- Directed cross-functional teams to deliver client-focused service solutions.
- Developed strategic plans that enhanced operational efficiency and client satisfaction.
- Streamlined processes to eliminate redundancies and boost service delivery efficiency.
- Managed vendor relationships while ensuring compliance with service level agreements.
- Facilitated training sessions to elevate team performance and promote knowledge sharing.
- Coordinated stakeholder meetings to align project goals with business objectives.
- Mentored junior staff on business processes, customer service standards, and quality assurance protocols.
- Conducted regular performance appraisals for direct reports, providing constructive feedback.
Claims Operations Manager
Guardian
07.2016 - 03.2023
- Streamlined claims processing workflows to ensure timely resolution of customer inquiries.
- Oversaw performance of 6-10 claims adjusters, enhancing operational efficiency through targeted training.
- Collaborated with cross-functional teams to improve claims handling procedures.
- Analyzed data trends to identify and implement process improvements in claims operations.
- Established best practices for claims documentation and compliance standards.
- Facilitated staff meetings to communicate updates and align on operational objectives.
- Provided technical assistance to staff, resolving complex claims issues effectively.
- Audited claims processes for accuracy and regulatory compliance.
Customer Service Operations Manager
Reedgroup
10.2013 - 07.2016
- Managed daily customer service operations, ensuring alignment with company standards.
- Trained and mentored representatives to enhance communication skills and service delivery.
- Analyzed customer feedback, identifying key areas for improvement in service quality.
- Coordinated cross-departmental communications to resolve inquiries efficiently.
- Oversaw scheduling and workflow management to optimize team performance.
- Facilitated conflict resolution between customers and staff, maintaining positive relations.
- Conducted training sessions on new products and customer service techniques for staff development.
- Monitored calls for quality assurance, providing actionable feedback to improve agent performance.
Education
BS - Operation Management & Analysis
Ashford University
Chandler, AZBS - Business Administration
Ashworth College
Norcross, GASkills
- Time management
- Data analysis
- Quality assurance
- Customer relationship management
- Policy development
- Regulatory compliance
- Team leadership
- Conflict resolution
- Change management
- Effective communication
- Strategic planning
- Leadership
- Problem solving
- Operations management
- Cross-functional coordination
Hobbies and Interests
- Volunteering
- Traveling
Timeline
Operations Senior Manager
Alight Solutions
03.2023 - Current
Claims Operations Manager
Guardian
07.2016 - 03.2023
Customer Service Operations Manager
Reedgroup
10.2013 - 07.2016
BS - Operation Management & Analysis
Ashford University
BS - Business Administration
Ashworth College