Wanda Taylor
Apex,NC
Summary
Accomplished Operations Leader with 15+ years of experience driving efficiency, productivity, customer
retention, and profitability in large multi-faceted organizations. Proven ability to lead remote international teams
to ensure compliance with corporate standards and legal requirements. Demonstrated success in uncovering
gaps in performance and devising new strategies to meet and exceed established goals and objectives.
Overview
20
20
years of professional experience
Work History
Director, Operations Support
Blue Cross Blue Shield Of North Carolina
Durham, NC
05.2022 - 05.2023
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Worked closely with organizational leadership and senior leadership to guide operational strategy.
- Established departmental performance goals and provided feedback for underperforming areas.
- Complied with systems procedures, business processes and company policies to promote workplace safety and quality.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Analyzed and evaluated operational issues and determined cost-effective solutions.
- Managed over 1,000 contact center agents daily operations while overseeing multiple locations to foster increased productivity.
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Participated in operations team meetings to coordinate and assign project management tasks.
Director, Command Center
Blue Cross Blue Shield Of North Carolina
Durham, NC
04.2017 - 05.2022
- Led key support functions that help implement resource planning, process optimization and execution across multiple domestic & international sites.
- Guide and communicated production support vision, ensuring Core Production/Service functions were released from key support responsibilities to focus closely on excellence in execution.
- Oversaw support of divisional strategic initiatives and budget process, working directly with VP.
- Ensured accurate global workforce capacity distribution reviewed for alignment to strategic priorities and cost management targets were align within 5% variation.
- Optimized current state workforce planning systems, processes and workflows.
- Participated in system tests and validations to drive minimal successful rollout.
- Orchestrated customer center schedules and daily operations.
Director, Provider Contact Center
Blue Cross Blue Shield Of NC
Durham, NC
04.2012 - 04.2017
- Provided direction and led development and implementation of Provider Service strategy and Provider Service delivery models for Customer Service.
- Develop and partner with leadership to manage department budget including forecasting and 5% variance analyses.
- Manage day-to-day business area activities with direction to team members and set expectations with empowerment to adjust operational planning to enhance quality and efficiency of service.
- Proactively identify trends, determine root causes, and initiate appropriate action to resolve issues.
- Design, develop and implement tools and techniques for continuous improvement.
- Ensure data integrity with all management reports and metrics to maintain 70% or higher customer satisfaction rate.
Operations Manager
Blue Cross Blue Shield Of NC
Durham, NC
10.2009 - 04.2012
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Devised processes to boost long-term business success and increase profit levels.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Managed over 5k-8k calls daily.
- Developed and maintained relationships with external vendors and suppliers.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Mitigated business risks by working closely with staff members and assessing performance.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Developed systems and procedures to improve operational quality and team efficiency.
Network / Service Consultant
Blue Cross Blue Shield Of NC
Durham, NC
08.2006 - 10.2009
- Documented provider payment details across 100+ healthcare system details on customer accounts.
- Maintained high quality provider satisfaction standards to meet or exceed outstanding account balances.
- Documented claim problems and corrective actions to update and close open accounts.
- Followed up with providers to offer additional support and check resolution satisfaction.
- Handled provider issues face to face with confidence, using complex problem solving to provide effective resolution.
- Developed process improvements to enhance overall provider service delivery.
- Educate providers on policy and procedures across multiple lines of business.
- Formalize speaking during conferences and provider summits.
Network Management Coordinator
Blue Cross Blue Shield Of NC
Durham, NC
08.2004 - 08.2006
- Prepared provider contracts from beginning to execution while maintaining positive relations with provider community.
- Coordinate monthly and quarterly executive meetings to address any outstanding concerns.
- Provide provider fee schedules upon requests for multiple lines of business.
- Answer and resolve provider calls, complaints and basic inquiries.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Problem solving to determine appropriate protocol for resolution.
- Goal to achieve 90-100% provider satisfaction.
Team Leader - Service Delivery
Blue Cross Blue Shield of NC
Durham, NC
03.2003 - 08.2004
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Gained strong leadership skills by managing projects from start to finish.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Skilled at working independently and collaboratively in a team environment.
- Cultivated interpersonal skills by building positive relationships with others.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Identified issues, analyzed information and provided solutions to problems.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Associate of Arts - Computer Science
Phillips Junior College
Raleigh, NC05.1990
Information Technology
Strayer University
Raleigh, NCSkills
- Issues resolution
- Verbal and written communication
- Business Development
- Staff Management
- Strategic planning
- Staff Development
- Business planning
- Operations management
- Contract Management
- Budgeting
- Strategies and goals
- Project Management
- Business administration
- Financial Management
Timeline
Director, Operations Support
Blue Cross Blue Shield Of North Carolina
05.2022 - 05.2023
Director, Command Center
Blue Cross Blue Shield Of North Carolina
04.2017 - 05.2022
Director, Provider Contact Center
Blue Cross Blue Shield Of NC
04.2012 - 04.2017
Operations Manager
Blue Cross Blue Shield Of NC
10.2009 - 04.2012
Network / Service Consultant
Blue Cross Blue Shield Of NC
08.2006 - 10.2009
Network Management Coordinator
Blue Cross Blue Shield Of NC
08.2004 - 08.2006
Team Leader - Service Delivery
Blue Cross Blue Shield of NC
03.2003 - 08.2004
Associate of Arts - Computer Science
Phillips Junior College
Information Technology
Strayer University
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