Richard Cooke
Coral Springs,FL
Summary
Industrious and enthusiastic Manager proven to consistently meet productivity, business and customer service objectives. Skillfully works with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving internal and customer issues to maximize satisfaction.
Overview
18
18
years of professional experience
Work History
Member Engagement Manager
Signify Health
09.2021 - Current
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Cross-trained existing employees to maximize team agility and performance.
- Approved regular payroll submissions for employees.
- Prepared and recommended long-range plans for development of department personnel.
- Evaluated report data to proactively adjust and enhance operations.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Customer Service Supervisor
Humana
02.2021 - 09.2021
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Claims Supervisor
Aetna
07.2018 - 02.2021
- Built talented teams of claims processors dedicated to timely and compliant resolutions.
- Cultivated productive relationships with stakeholders, facilitating claims lifecycle.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Drove operational improvements which resulted in efficiency and client retention.
- Developed team communications and information for meetings.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Senior Operations Analyst
Aetna
02.2014 - 07.2018
- Participated in high-level strategy meetings, contributing to financial and logistical framework planning.
- Authored operational forecast documents, helping senior leadership predict and prepare for forthcoming changes in finances or production.
- Employed stochastic-process models to detect predictable patterns in seemingly random operational variances.
- Collaborated with management and employees to assess business practices and determine areas for analysis.
- Developed program plans, goals, objectives, and milestones for evaluating and measuring effectiveness of operations.
- Created models to forecast and predict quantitative and comparative evaluations of various business solutions.
- Developed written documents and reports related to programs and operations.
- Designed plans to improve operations and suggested changes to systems for overall organization.
Operations Scheduler
Aetna
11.2010 - 02.2014
- Worked with supervisors and team members to understand productivity needs and bring levels within desired tolerances.
- Completed logs and reports detailing production data, helping management to make accurate operational decisions.
- Gauged production progress to inform leaders of performance concerns.
- Presented production schedules to team outlining milestones and deadlines.
- Completed daily logs for management review.
Procurement Analyst
Aetna
03.2008 - 11.2010
- Reduced downtime in warehouse operations by ensuring reorders were aligned with projections and backlog.
- Performed yearly inventory audits in collaboration with managers and associates to provide feedback.
- Made valuable contributions to planning of pricing and inventory levels, enhancing inventory flow, revenue and profits.
- Reduced production downtime by overseeing quality control and assembly.
- Drove operational improvements which resulted in savings and improved margins.
Customer Service Representative
Aetna
12.2006 - 03.2008
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Fielded general customer queries.
- Provided primary customer support to internal and external customers in fast-paced environment.
Education
Bachelor of Science - Business Administration W/ Concentration in M.I.S
Southern New Hampshire University
Hooksett, NH06.2024
Diploma - Computer Studies
University of Technology
Kingston, Jamaica09.2002
Skills
- Supervision
- Communications
- Team building
- Relationship development
- Negotiation and mediation skills
- Business operations
- Organization
- MS Office
- Excel Mastery
- Power BI Skills
- Data Cleaning
- Analytical Problem Solving
- Data Analysis
- Analytical Skills
- Process improvement
Timeline
Member Engagement Manager
Signify Health
09.2021 - Current
Customer Service Supervisor
Humana
02.2021 - 09.2021
Claims Supervisor
Aetna
07.2018 - 02.2021
Senior Operations Analyst
Aetna
02.2014 - 07.2018
Operations Scheduler
Aetna
11.2010 - 02.2014
Procurement Analyst
Aetna
03.2008 - 11.2010
Customer Service Representative
Aetna
12.2006 - 03.2008
Bachelor of Science - Business Administration W/ Concentration in M.I.S
Southern New Hampshire University
Diploma - Computer Studies
University of Technology
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