Quanti Brown
Las Vegas,NV
Summary
Results-oriented leader and project management expert with a proven track record of enhancing workflow processes and performance efficiencies. Strong problem-solving abilities and attention to detail have facilitated successful execution of operational goals across multiple tasks. Core competencies include strategic planning, team leadership, and effective communication, ensuring adaptability in dynamic environments. Career aspirations focus on driving continuous improvement and fostering collaborative work cultures.
Overview
16
16
years of professional experience
Work History
LEAD/ESCALATION RESPONSE SPECIALIST IV
Centene
02.2023 - Current
- Offers effective solutions in a timely manner for escalated issues.
- Documents, tracks, and resolves assigned complaints and inquiries promptly.
- Analyzes root causes of member and provider issues to spot enterprise trends.
- Served as the primary contact for escalated calls requiring special care to improve relationships with various stakeholders.
- Lead initiatives aimed at process improvements within the escalation response department.
- Collaborates with team to research and assess options for resolving customer issues.
- Ensure accurate customer support through product knowledge.
- Managed assigned supplemental tasks.
- Maintains compliance with established guidelines.
- Analyzed processes and recommended improvements accordingly.
- Executes QC tasks, offering critiques and guidance.
- Provided consistent coaching for team members.
LEAD HR RESOURCE CENTER CASE MANAGER
Amazon
12.2021 - 03.2022
- Provided comprehensive training to maintain content accuracy.
- Evaluate and authorize amendments to guidelines, workflows, and regulations.
- Maintained compliance with standard procedures.
- Addressed complex customer complaints.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Provided crisis intervention support for clients in emergency situations.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Maintained accurate case records and documentation according to agency guidelines.
- Compiled reports on cases and submitted them to supervisors as required.
- Provided referrals to appropriate health care providers or other community resources.
- Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
- Participated in professional development activities related to case management best practices.
RESOURCE CENTER CASE MANAGER
Amazon
09.2019 - 12.2021
- Serve as the support contact for employees with questions about their time away from work due to illness
- Build customer trust by empathetic handling of sensitive issues
- Receive queries via phone or web case and log contacts into the shared service case management system
- Handle customer absence claims end to end and contact customers to inform them of resolution, when appropriate
- Assess new claims and make accurate classifications about the type of absence required
- Ensure all tasks and decisions are rendered within a regulated period
- Navigate ambiguous claim requests and apply good judgment about how to apply policy and regulations to the case in question
OPERATIONAL TRAINER
OPTUM/UHC
12.2016 - 03.2019
- Created instructional materials such as workbooks, job aids, and handouts to support learning objectives.
- Conducted assessments to evaluate performance of operational staff against established standards.
- Coached and mentored operational personnel in the use of new technologies or techniques.
- Facilitated workshops, seminars, and other learning events to enhance team productivity.
- Evaluated effectiveness of training programs through surveys, interviews, focus groups.
- Analyzed data from performance metrics to identify areas for improvement in operations processes.
- Collaborated with internal stakeholders to ensure that operations goals are met in a timely manner..
- Developed content for online courses related to operational topics.
- Provided feedback on individual performance after each training session.
- Organized virtual classroom sessions using web conferencing tools such as Zoom or WebEx.
- Updated course materials regularly based on changes in industry trends or regulations.
- Adapted existing curricula according to the specific needs of different audiences.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
LEAD
MEMBER SERVICES REP- UHC
08.2014 - 12.2016
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Participated in recruitment activities such as interviewing potential candidates.
- Conducted weekly meetings to review call center performance metrics.
- Trained staff on new systems, technologies, and processes.
- Monitored calls for quality assurance purposes.
- Provided feedback to team members regarding their performance.
- Resolved escalated customer complaints in a timely manner.
- Managed employee attendance records and time off requests.
CLAIMS ADJUSTER
PROGRESSIVE CASUALTY INSURANCE COMPANY
03.2009 - 08.2014
- My duties and responsibilities included transaction handling for a single line of business by processing through systems such as Word, Excel, Microsoft Outlook, PowerPoint and/or correspondence via phone or intra-email systems
- Provided quotes and sold new business to potential customers
- Maintained customer accounts by adding and deleting vehicles, drivers, and coverage's, processed renewals, reinstatements, endorsements, payments, and state/federal filings
Education
Degree - Health Care Administration
WGU (CURRENTLY ENROLLED)
United States of AmericaSkills
- Team performance improvement
- Team Leadership
- Customer Relationship Management
- Crisis Management
- Experience in leadership
- Conflict Resolution
- Organizational Effectiveness
- Business Etiquette
- Flexible Problem-Solving
- Analytical Problem-Solving
- Team Collaboration
- Critical Thinking Skills
- Task Streamlining
- Quality Assurance
- Data-Driven Metrics
- Effective Multitasking
- Consistent Reliability
- Stakeholder Relations
References
References available upon request.
Timeline
LEAD/ESCALATION RESPONSE SPECIALIST IV
Centene
02.2023 - Current
LEAD HR RESOURCE CENTER CASE MANAGER
Amazon
12.2021 - 03.2022
RESOURCE CENTER CASE MANAGER
Amazon
09.2019 - 12.2021
OPERATIONAL TRAINER
OPTUM/UHC
12.2016 - 03.2019
LEAD
MEMBER SERVICES REP- UHC
08.2014 - 12.2016
CLAIMS ADJUSTER
PROGRESSIVE CASUALTY INSURANCE COMPANY
03.2009 - 08.2014
Degree - Health Care Administration
WGU (CURRENTLY ENROLLED)