Timberly P. Simmons
Sterling Heights,MI
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
28
28
years of professional experience
Work History
Team Leader II – BCBSM & BCN Individual Membership & Billing
Blue Cross Blue Shield of Michigan
01.2018 - Current
- As Team Leader in IMB, I am responsible for planning, coordinating, and supervising all administrative, operative, proprietary system administration and Bargaining Unit employee functions to ensure an efficient and cost-effective area in accordance with division and corporate standards and objectives.
- Highlights:
- Supervise, coordinate, direct and monitor team leadership, data analytics, systems BETA/SIT/UIT testing and project management activities to promote positive customer experiences for the individual membership product sector
- Monitor and analyze production and quality proficiency performed by BCBSM Bargaining Unit employees
- Recommend and implement continuous improvements to enhance or expedite work in alignment with the organization’s cultural beliefs and leadership competencies
- Select, train, develop, mentor, and appraise, Non-Bargaining Unit (NBU) employees
- Manage departmental budgets according to divisional and corporate guidelines
Business Development Manager/Technical Writer
Health Management Systems of America (HMSA)
01.2016 - 01.2018
- Play a critical role in the non-profit 501(c)(3) organization’s ability to maximize their membership population and revenue by generating new sales leads, negotiating client pricing, and forecasting sales revenue.
- Highlights:
- Prepare and package grant reports, including interviewing directors, managers, and staff regarding progress of grant funded projects and work with data department to generate report data.
- Attend RFP research meetings and collaborate with stakeholders to ensure guidelines and requirements are met.
- Create, implement, and maintain an effective system to organize communication and marketing assets (e.g., logos, photographs, brochures, presentations, videos, etc.)
- Provide responsive, professional customer service to funders, doners, members of the press, public officials, and partner organizations, including satisfying requests for information and scheduling meetings on behalf of HMSA.
Workforce Management Analyst
Beaumont Health
01.2013 - 01.2018
- Develop and lead all workforce management activities for the Health Line Centralized Scheduling Department (Call Center).
- Highlights:
- Perform all activities related to shrinkage management, forecasting, long/short term staff planning, schedule optimization, risk assessments/adjustments and capacity planning.
- Conduct ad-hoc reporting to analyze behavior trends relative to physician referrals, patient appointments, insurance verification, patient testing and surgical arrivals, frequency of PPO/HMO/Medicare/Medicaid plan usage.
- Conduct analysis on anomalies with future products/services to determine impacts and provide recommendations.
Member Services Manager
BetterInvesting (National Association of Investors Corp.)
01.2007 - 01.2013
- Successfully manage a full-service contact center comprised of onsite and remote agents with membership servicing and technical support teams.
- Highlights:
- Develop administrative workflow policies to promote departmental growth and improve membership retention.
- Lead system implementation projects involving EDI, CRM, SAP and AVAYA telecom solutions.
- Create learning curriculum and facilitate development trainings in customer intervention/resolution, manpower scheduling, and quality assurance concepts.
- Design and implement a motivational incentive program to reward, recognize, and celebrate individual and team achievements.
- Leverage leadership influence to attract, select and retain high-caliber diverse talent.
Workforce Manager – Call Center Operations
Broder Bros. Co.
01.1998 - 01.2007
- Responsible for ensuring ISO/Six Sigma industry standards are met by creating schedules, preparing forecasts and budget analysis, distributing reports to manage real-time performance statistics (e.g., ACD, AUX, ACW, CPC) for a 300+ administrative, technical, quality and servicing staff.
- Highlights:
- Reduced response time by 45% companywide and cut turnover by 25% by implementing innovative technology and procedural best practices.
Education
Master’s Degree - Business Administration
University of Phoenix
01.2018
Bachelor of Science - Business Management
University of Phoenix
01.2016
Journalism and Music Theory
University of Michigan
Ann Arbor01.1997
Skills
- BCBSM/BCN Proprietary Systems: MOS, NASCO, FACETS, IKA, Ncompass, ACI, Oracle Cloud (Smart Talent Procurement – STP), Avatar/MyKiosc, Salesforce - Quote to Enroll (QTE), MembersEdge, MOS, Content Manager Web Client, Verint Suite (WFO)
- Microsoft Office Suite (Word, Excel, Project, Publisher, Access, PowerPoint, Outlook, Visio; Nintex; Power Automate; Tableau; Power BI; Salesforce; SharePoint; SAP; EDI; Business Objects; Crystal Reports/SQL; CISCO; Advantage CRM; Interactive Intelligence; AVAYA; IEX Total View; Blue Pumpkin
- Data Mining (Quantitative & Qualitative); SQL Logic; Pattern Recognition & Trending; Model Development (Forecasting); Schedule Optimization
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- People management
- Influencing skills
- Project management
Affiliations
- Member, Detroit Regional Chamber
- Member, BCBSM Leadership Development Association (LDA)/National Management Association (NMA)
- Organizer & Board Member, National Women’s Expo – Detroit
- Host, “The Women’s Empowerment Wine Down” Podcast
Timeline
Team Leader II – BCBSM & BCN Individual Membership & Billing
Blue Cross Blue Shield of Michigan
01.2018 - Current
Business Development Manager/Technical Writer
Health Management Systems of America (HMSA)
01.2016 - 01.2018
Workforce Management Analyst
Beaumont Health
01.2013 - 01.2018
Member Services Manager
BetterInvesting (National Association of Investors Corp.)
01.2007 - 01.2013
Workforce Manager – Call Center Operations
Broder Bros. Co.
01.1998 - 01.2007
Bachelor of Science - Business Management
University of Phoenix
Journalism and Music Theory
University of Michigan
Master’s Degree - Business Administration
University of Phoenix
Publications
- Article on the volatility of penny stocks cited in BetterInvesting Magazine (www.betterinvesting.org)
- Articles “IMB Demonstrates the Art of Embracing Change” and “Five Ways to Create a Happy Workplace” in the EBO Times (EBOnewsletter@bcbsm.com)
- 2016 Guest Speaker, Health Management Systems of America Regional Conference Topic: “Inclusion & Diversity in the Workplace”
- 2011 Panelist, BetterInvesting National Convention (BINC) Topic: “Perfecting 5-Year Trend Stock Analysis”
Recommendations
Professional recommendations from former leaders, colleagues and direct reports are posted on LinkedIn: www.linkedin.com/in/timberlysimmons/
Professional Accomplishments
June 17, 2024 – Recipient of the Art Siedler Memorial Leader of the Year Award from the National Management Association (NMA) and the Blue Cross Blue Shield of Michigan Leadership Development Association (LDA)., July 2024 – Recognized in the BCBSM Leadership Development Association - Blueprint | July 2024 as recipient of the Leader of the Year Award at the 2024 BCBSM Leadership Development Association Annual Membership Meeting: “Timberly was praised for her genuine leadership and unwavering focus on employee development. She is a true servant leader in every sense.”