Rena Newby
Daytona Beach,FL
Summary
Customer care and operations leader who helped scale a support department from 6 to 200+ employees during 3,200% company growth. Experienced in recruitment coordination, interviewing, training, and transitioning teams to fully remote operations during the pandemic. Seeking to apply people-focused leadership and operational expertise in HR, recruiting, and onboarding functions.
Overview
14
14
years of professional experience
Work History
Senior Customer Care Manager
Healthinsurance.com
03.2018 - Current
- Collaborated directly with Managing Partners to set departmental objectives and align service KPIs with the company’s long-term growth roadmap.
- Engineered the organizational infrastructure to scale the Customer Care department from 6 to 200+ employees, managing all facets of the expansion.
- Built support processes with cross-functional departments and assisted in designing custom CRM software tools to track complex customer interactions and enrollment history.
- Resolved high-level customer and internal issues, developing strategies to navigate difficult conversations while maintaining professional brand standards.
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
- Developed training programs for staff, improving service delivery and operational consistency.
Enrollment Support Manager
Healthinsurance.com
03.2017 - 03.2018
- Led cross-functional teams to enhance customer support processes and service delivery.
- Analyzed customer feedback data to identify trends and drive continuous improvement initiatives.
- Successfully pivoted recruitment and onboarding to a 100% remote model; developed virtual interviewing and digital training protocols to sustain hiring during the pandemic and beyond.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Collaborated with sales and marketing teams to align support services with promotional activities.
Medicare Enrollment Specialist
Healthinsurance.com
11.2016 - 03.2017
- Facilitated 150–200+ Medicare enrollments per month, ensuring 100% adherence to CMS and federal compliance regulations throughout the application and verification process.
- Educated 1,000+ Medicare beneficiaries annually on coverage options, plan benefits, and eligibility requirements, improving client understanding and contributing to high satisfaction and retention rates.
- Partnered with cross-functional teams (compliance, customer service, and operations) to streamline enrollment workflows, reducing processing time by up to 25% and improving overall operational efficiency.
- Analyzed client eligibility and enrollment data to identify coverage opportunities and resolve discrepancies, contributing to higher successful enrollment rates and application rework.
- Managed and resolved complex escalated member cases, maintaining professionalism while achieving 95% resolution rates and positive client outcomes.
- Conducted detailed quality reviews of 200+ enrollment applications monthly, maintaining 98% accuracy and ensuring full compliance with CMS guidelines and internal quality standards.
Dispatcher, Administrative Assistant
Rapid Rooter
09.2014 - 10.2016
- Coordinated emergency response efforts, ensuring timely dispatch of technicians to service calls.
- Managed high-volume dispatching, scheduling, and routing for service teams, optimizing efficiency and reducing response times by utilizing real-time GPS tracking for field crews, ensuring efficient route selection, averaging 75 incoming calls per shift.
- Trained new dispatchers on software systems and operational procedures for improved performance.
- Streamlined documentation processes, ensuring accurate record-keeping for service reports and customer interactions.
- Processed invoices for payment, verified driver logs, and resolved customer delivery or service complaints.
Public Safety Dispatcher Supervisor
Universal Public Safety Solutions
08.2012 - 08.2014
- Acted as a primary liaison between field personnel and law enforcement during high-stress emergency situations, coordinating response efforts for 50+ incidents per shift and ensuring clear, accurate communication across all parties.
- Oversaw daily operations of the dispatch center, supporting teams of 10–20 field personnel per shift while ensuring 100% compliance with industry standards and regulatory protocols.
- Operated and maintained various communication equipment, including radios, telephones, and dispatch software, ensuring seamless and efficient operation.
- Monitored security systems, ensuring rapid response to incidents and effective communication with law enforcement, reducing average response time to under 3 minutes.
- Maintained detailed records of 200+ calls and incident responses monthly, documenting critical information such as the nature of the incident, actions taken, and final outcomes to support accurate reporting and compliance audits.
Education
Associate of Science - Psychology
Daytona State College
Daytona Beach, FL05-2028
Skills
- Customer relations
- CRM software expertise
- Training programs
- Data entry
- HRIS & Applicant Tracking Systems (ATS)
- Conflict Resolution & Problem Solving
- Logistics Coordination & Dispatch Operations
- Schedule Management & Resource Allocation
Timeline
Senior Customer Care Manager
Healthinsurance.com
03.2018 - Current
Enrollment Support Manager
Healthinsurance.com
03.2017 - 03.2018
Medicare Enrollment Specialist
Healthinsurance.com
11.2016 - 03.2017
Dispatcher, Administrative Assistant
Rapid Rooter
09.2014 - 10.2016
Public Safety Dispatcher Supervisor
Universal Public Safety Solutions
08.2012 - 08.2014
Associate of Science - Psychology
Daytona State College