Tara Duley
Colorado Springs,CO
Summary
Strategic Senior Analyst with over 20 years of experience and success in managing multiple accounts. Experience in client relations, customer service, and business development. Accountable for customer satisfaction, complex projects, and change. Personable professional committed to identifying proactive and reactive improvement opportunities. Successful background maintaining efficient call monitoring and health record systems by leveraging infrastructure and operational knowledge to enhance processes. Knowledge of business operations to engage, retain clients, and maintain positive working relationships.
Overview
11
11
years of professional experience
Work History
Sr. Analyst, Health and Wellness Coach/Consultant
CVS/AETNA
Colorado Springs, CO
06.2011 - Current
- Perform initial on-boarding of clients and maintain engagement throughout client participation.
- Use evidence based coaching skills and motivational interviewing to assist clients with strategies to reach goals.
- Manages assigned caseload, while accurately documenting information and adhered to call protocol.
- Maintains confidentiality and security of all Participant files by abiding by HIPAA standards.
- Organized and led seminars and classes for interested clients.
- Developed care plans and agendas for clients based on individual needs.
- Coordinated with other providers to support and align efforts to meet business and customer needs.
- Managed customer relations by developing effective communications process.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Provided insight to product management, marketing, and sales on continued improvements needed to enhance customer experience.
Health Education Program Manager
Schriever Air Force Base/RLM Services
Colorado Springs, CO
Jan2009 - Jun2011
- Managed educational program budget and prepared monthly reports for Leadership.
- Maintained program files, records, databases and websites to gather research and prepare and submit reports.
- Evaluated programs and monitored implementation and compliance with regulations to achieve objectives.
- Designed and implemented educational programs and events.
- Directed day-to-day operations of education programs and supervised support staff and evaluated performance.
- Resolved problems, improved operations and provided exceptional service
Education
MBA - Human Resources Management
Capella University
Minneapolis, MN07.2022
Bachelor of Science - Community Health Education
University of Northern Colorado
Greeley, CO08.1998
Skills
- Customer Experience Strategy
- Customer Resolution Specialists
- Strong leadership and motivational skills
- Excellent written and verbal communication skills
- Composed, positive, and focused under pressure
- Client Engagement and Retention
- Contact Center Experience
- Client Correspondence
- Data Evaluation
- Individualized Care Plans
Timeline
Sr. Analyst, Health and Wellness Coach/Consultant
CVS/AETNA
06.2011 - Current
Health Education Program Manager
Schriever Air Force Base/RLM Services
Jan2009 - Jun2011
MBA - Human Resources Management
Capella University
Bachelor of Science - Community Health Education
University of Northern Colorado
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