Shawna Negrete
Stockton,CA
Summary
Responsible for overseeing and optimizing the daily operations of the call center and customer service departments. I lead process improvement initiatives to reduce costs, increase efficiency, and enhance customer satisfaction. I work closely with various teams to ensure adherence to company policies and procedures while mentoring and developing staff to achieve organizational goals.
Overview
12
12
years of professional experience
Work History
Operations Specialist Provider
Blue Shield
03.2022 - Current
- Responsible for overseeing and optimizing the daily operations of the call center and customer service departments
- I lead process improvement initiatives to reduce costs, increase efficiency, and enhance customer satisfaction
- I work closely with various teams to ensure adherence to company policies and procedures while mentoring and developing staff to achieve organizational goals
- Daily attributes:
- Lead process improvement efforts to enhance operational efficiency and reduce costs
- Supervise and mentor staff, guiding them to achieve team goals and objectives
- Make decisions that align with the company's mission and vision
- Develop and implement strategies to improve customer satisfaction and service quality
- Monitor and analyze performance metrics to identify areas for improvement
- Provide feedback to team members, ensuring positive outcomes
- Collaborate with internal and external departments to perform research and resolve issues
- Act independently to determine methods and procedures for new assignments
- Ensure compliance with internal policies and procedures
- Cultivated strong relationships with key stakeholders and strategic partners, ensuring a robust support network for ongoing business success.
Interim Operations Specialist Producer
Blue Shield
10.2020 - 03.2022
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Managed and motivated employees to be productive and engaged in work.
Interim Lead Producer Services
Blue Shield
03.2020 - 09.2020
- Managed and motivated employees to be productive and engaged in work.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Producer Services Senior Representative
Blue Shield
04.2015 - 02.2020
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Producer Services IFP Representative
Blue Shield
06.2013 - 03.2015
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Member Services Large Group Representative
Blue Shield
09.2012 - 06.2013
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
Education
Associate of Applied Science - Business Management
San Joaquin Delta College
Stockton, CASkills
- Operational efficiency
- Production scheduling
- Storyboarding
- Customer rapport
- Goal-oriented mindset
- Telephone etiquette
- Project management
- Project coordination
- Business growth and retention
- Attention to detail
- Presentation skills
- Teamwork and collaboration
- Schedule management
Daily Attributes
- Lead process improvement efforts to enhance operational efficiency and reduce costs
- Supervise and mentor staff, guiding them to achieve team goals and objectives
- Make decisions that align with the company's mission and vision
- Develop and implement strategies to improve customer satisfaction and service quality
- Monitor and analyze performance metrics to identify areas for improvement
- Provide feedback to team members, ensuring positive outcomes
- Collaborate with internal and external departments to perform research and resolve issues
- Act independently to determine methods and procedures for new assignments
- Ensure compliance with internal policies and procedures
Timeline
Operations Specialist Provider
Blue Shield
03.2022 - Current
Interim Operations Specialist Producer
Blue Shield
10.2020 - 03.2022
Interim Lead Producer Services
Blue Shield
03.2020 - 09.2020
Producer Services Senior Representative
Blue Shield
04.2015 - 02.2020
Producer Services IFP Representative
Blue Shield
06.2013 - 03.2015
Member Services Large Group Representative
Blue Shield
09.2012 - 06.2013
Associate of Applied Science - Business Management
San Joaquin Delta College
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