Stacy Deams
Stockton,CA
Summary
I am a growth – oriented, dynamic, agile leader with the ability to lead teams and inspire peers to be high performing contributions while delivering favorable results. I thrive in tackling the most challenging tasks and driving them through to completion without compromising quality to further advance Blue Shield in our quest to be worth of our family and friends.
Overview
12
12
years of professional experience
Work History
Interim Operations Specialist, Vendor Management
Blue Shield Of California
07.2023 - Current
- Created and managed project plans and timelines.
- Developed and maintained strong relationships with vendors, ensuring quality service.
- Established key partnerships both internally and externally that contributed significantly toward achieving organizational objectives.
- Evaluated current procedures for efficiency gains, creating recommendations for improvements where applicable.
- Tracked and analyzed reports to determine needed improvements related to weekly business reviews.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
Producer Service Operations Supervisor
Blue Shield Of California
08.2015 - Current
- Collaborate with stake holders and other leaders to create plan for escalations that come in through sales department for small group brokers. Maintain open communication with sales team in weekly meeting.
- Manage Senior Markets call center performance operations reports, including service levels, average speed of answer and abandoned calls. Communicate department performance to stakeholder including plan of action for meeting performance goal and staffing.
- Increase productivity from seven (7) to ten (10) day service level to four (4) day service level as well as overall team efficiency by developing streamlined inventory process for Senior markets Elite team, servicing top 25 senior market brokers.
- Played instrumental role in in supporting several of Covid 19related projects, including one (1) day training of 34 agents to take provider calls, outbound call campaign for IFP plan members regarding payment plan options, ensure security for training of 24 Small group and IFP broker agents and 14 Senior markets agents to set up Covid 19 payment arrangements for individual policies.
- Manage small group administrative team, while supporting department performance goals. Support provided through one-on-one, integrated and routine coaching, written communication assisting on escalated issues side by side as well as document process updates and creations, worked on recognition at department level. Experienced with performing complex research by interacting with internal and external areas within the business.
Customer Experience Claims Assist Line Lead
Blue Shield Of California
08.2012 - 08.2015
- Support end to end process of setting up assist line, including participating in Rapid Improvement Process (RPI), creating workflow, maintaining document update, responsible for communication meetings and collecting feedback, maintained call mix pivot report, tracked calls vs Facet cases created.
- Resolved escalated day to day inquiries on global basis for member.
- Root cause analyst for escalated calls, used data to create training to assist with de-escalation process.
- Identify process improvement to improve or avoid impact to our members, including creating and escalating service market tickets
Education
Bachelor of Science - Business Administration And Management
University of Arizona Global
San Diego, CA11.2024
Associate of Science - Accounting and Business Management
San Joaquin Delta College
Stockton, CA05.2002
Skills
- Continuously learner
- Results leadership
- Applies Critical Thinking
- Innovation Champion
- Transformation Champion
- Communicates Effectively
- Drives Focus Alignment
- Develops Creative Solutions
Timeline
Interim Operations Specialist, Vendor Management
Blue Shield Of California
07.2023 - Current
Producer Service Operations Supervisor
Blue Shield Of California
08.2015 - Current
Customer Experience Claims Assist Line Lead
Blue Shield Of California
08.2012 - 08.2015
Bachelor of Science - Business Administration And Management
University of Arizona Global
Associate of Science - Accounting and Business Management
San Joaquin Delta College
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