Shana L. Smith

• Manage team of 20 Customer Service Associates located in various states and 26 off-shore associates.
• Implemented new system enhancements to improve team efficiency.
• Conduct monthly 1:1 meetings with associates.
• Monitor Associate performance; including action plans, corrective action, and termination.
• Reviewed processes and procedures, providing input to identify and implement improvement opportunities.
• Implement process improvement strategies to ensure scorecard metrics are met.
• Met with staff monthly to review audits and provide coaching and training. Place associates on verbal/written action plan and move to terminate when warranted.
• Monitored inventory levels and escalated aged items for timely resolution.
• Created inventory reduction plans to optimize stock levels and reduce costs.
• Implemented process improvement strategies to achieve scorecard metrics.

• Manage team of 15 Sales Support Associates located in various states.
• Monitored and refined RFP submissions in Salesforce across CT, GA, KY, ME, MO, NH, OH, VA, and WI markets.
• Managed implementation of new system enhancements for CSS team.
• Worked and managed RFPs in SalesForce
• Conduct monthly 1:1 meetings with associates.
• Monitor Associate performance; including action plans, corrective action, and termination.
• Reviewed processes and procedures, identifying opportunities for improvement.

• Led team of 16 sales account representatives, account managers, and sales support specialists for large groups clients averaging 2500+ employees, enhancing team collaboration and effectiveness.
• Oversaw sales activities and renewal processes to ensure efficiency.
• Meet with client(s) to aid with service issues.
• Monitor Associate performance; including action plans, corrective action, and termination.
• Conduct monthly 1:1 meetings with associates.
• Monitor Associate performance; including action plans, corrective action, and termination.
• Cultivated strong relationships with internal and external clients to reinforce market position and ensure business retention.

• Progressed from Supervisor to Manager, and Manager II during 11 years in management.
• Designed and developed team of health resource center associates across five business units to service diabetic and breast cancer members effectively.
• With higher client satisfaction as the goal, I developed training materials and implemented new processes for improved messaging and correspondence teams.
• Served as operations subject matter expert for CalPERS account management team, collaborating with sales during client meetings to identify and address operational inefficiencies, enhancing client satisfaction.
• Developed team of associates and training materials for associates to take member pharmacy calls for ESI upon initial sale of Anthems PBM to ESI
• As part of the Health Resource Center, I also assisted in developing dialogue and scripts for the service associates.
• Developed training materials and implemented new processes to improve messaging and correspondence for enhanced client satisfaction.

• Implemented and managed provider pricing system for UniCare, enhancing pricing accuracy and operational efficiency.
• Collaborated with business partners to establish fee schedules and pricing rules for commonwealth, aligning pricing strategy with organizational goals.
• Conducted user testing post-implementation to validate system functionality and ensure alignment with user needs.

• Built and maintained successful business relationships with clients, brokers, and consultants by utilizing my experience in operations to quickly identify and address operational issues leading to successful client satisfaction
• Built and maintained business relationships with clients, brokers, and consultants by leveraging operational experience to identify and resolve issues, enhancing client satisfaction.
• Collaborated with client reporting and Sales Account Managers at Anthem Blue Cross to define and address clients' and consultants' questions and concerns.
• Received recognition award for outstanding performance at annual sales and service workshop.
• Developed job aids for ESR team to streamline processes as well as assist sales in utilizing the WGS system.
• Developed job aids for ESR team to streamline processes and assist sales in effectively utilizing the WGS system.

• Collaborated with regional sales managers, agents, and brokers to support enrollment strategies.
• Set up and maintained over two hundred small groups, managing monthly billing, correspondence, and policy changes to ensure compliance and customer satisfaction.
• Processed claims and led pilot for Interplan Claims (ITS), enhancing claims management efficiency.

(in progress)