Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Suhei Fernandez

Lake Mary,FL

Summary

Results-driven professional with a noteworthy record in leading cross-functional teams, executing data-driven strategies, and driving business performance. Expertise in statistical analysis and predictive modeling has enabled the transformation of raw data into actionable insights, resulting in a remarkable 40% increase in IVR containment rate in 2024, along with a reduction of over 15K calls and a 4% improvement in First Call Resolution. Recognized for fostering collaborative environments and driving continuous improvement initiatives that elevate operational efficiency and revenue growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Director Business Analytics

Healthfirst
Lake Mary, FL
04.2015 - Current
  • Lead a diverse team of strategic analysts who examine and visualize critical data utilizing statistical models, geographical analytics, data mining, and innovative visualization software.
  • Responsible for refining data quality, reducing metric variances and promoting a data-driven culture within the department.
  • Analyze data to inform decision-making and strategic direction.
  • Oversee implementation of strategic initiatives, resulting in increased productivity and successful target achievement.
  • Providing timely and accurate operational reports and dashboards on Key Performance Indicators (KPIs), interaction drivers, First Contact Resolution (FCR), member experience, agent performance, among other metrics.
  • Driving improvements to Primary Care Physician (PCP) auto-assignment logic for new members joining the plan showing a ↓77% reduction when looking at callbacks received within the first 30-days. Projected saving of $2 Million.
  • Analyzing customer feedback data to identify trends in product performance or customer service issues, resulting in 4% increase to First Call Resolution (FCR) in 2024.
  • Identifying opportunities for process optimization through data analysis. Achieved SLA improvement from 33.86% to 94.26% through revamping performance monitoring systems.
  • Centralized department-wide reporting processes through proven expertise in business analytics.
  • Streamlined operation by targeting and addressing performance bottlenecks, achieving one (1) minute reduction in Average Handle Time (AHT) in 2024.
  • Earned two (2) nominations for Compass Award acknowledging exemplary leadership in service of the company’s members and its mission.
  • Recognized with a nomination for the Summit Award, which recognizes teams of Trailblazers who have made extraordinary contributions to one or more of the organization’s strategic priorities.

Manager Data management

1199SEIU Benefit and pension funds
New York, NY
02.2012 - 03.2015
  • Directed execution and delivery of Data Management suite products and services through team mentoring and goal development.
  • Analyzed data and regularly communicated trends and actionable insights to guide data-informed decision making.
  • Led the requirements gathering process, validation, analysis, and reconciliation of data pull.
  • Streamlined the benefit development process by creating standard templates to begin all plan setups.
  • Developed dashboards and performance metrics for leaders which guided goal setting and progress measurement.
  • Maintained compliance with Department of Labor protocols, Summary Plan Description, and departmental policies through diligent management of report requirements.
  • Supported implementation of strategic departmental plans by collaborating with leadership teams.
  • Facilitated communication between external vendor and organization.
  • Facilitated problem resolution through effective interactions and timely information sharing.

Team Lead - Data Management Team

1199SEIU Benefit and pension funds
New York, NY
07.2009 - 02.2012
  • Identified opportunities for process improvements, implementing changes when required.
  • Coordinated team resources to achieve project goals.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Collaborated with other departments to develop effective solutions that meet customer needs.
  • Allocated resources effectively to ensure project completion within deadlines and budget.

data analyst - Data Management team

1199SEIU Benefit and pension funds
New York, NY
12.2007 - 07.2010
  • Translated raw data into meaningful information using statistical techniques.
  • Provided data-driven solutions to support decision making.
  • Leveraged SQL queries to extract, transform and load data into databases.
  • Maintained documentation of all the processes related to Data Analysis.
  • Analyzed large datasets to identify trends, patterns and correlations for business insights.
  • Built visualizations that enabled users to quickly interpret results from complex analyses.

Education

Master in business administration (MBA) -

02.2013

Bachelor in Business administration -

06.2001

Skills

  • Strategic planning
  • Critical thinking
  • Visual Data Representation
  • System Impact Assessment
  • Process Mapping
  • Project Scope Definition
  • Gap Analysis
  • Trend Analysis
  • Optimization techniques
  • Decision trees
  • Proactive problem solving
  • Microsoft Office tools
  • SQL
  • Tableau
  • Alteryx
  • Contact Center Solutions (ie: Avaya, Genesys, and Twilio)
  • Customer Relationship Management Tools (ie: Salesforce, QNXT)
  • Agile Lifecycle Management Solutions (ie: VersionOne)
  • HealthCare Solutions

Certification

  • Market Strategies
  • Customer Service Network and Business Development
  • Agile Methodology
  • ISO 9000
  • The SLII Experience - LEARN by Harvard Business School
  • Leadership Training Trailblazer Ascent - Ranger by Harvard Business School
  • The Everything DISC Model and Agile EQ Learning (Emotional intelligence development)

Timeline

Director Business Analytics

Healthfirst
04.2015 - Current

Manager Data management

1199SEIU Benefit and pension funds
02.2012 - 03.2015

Team Lead - Data Management Team

1199SEIU Benefit and pension funds
07.2009 - 02.2012

data analyst - Data Management team

1199SEIU Benefit and pension funds
12.2007 - 07.2010

Master in business administration (MBA) -

Bachelor in Business administration -

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Suhei Fernandez