Seasoned Operations Manager and talented leader with close to 16 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Wendy D. Winburn
Health Insurance
Anderson,IN
Summary
Overview
16
years of professional experience
Work History
Elevance Health
Manager of Operations
05.2017 - Current
Job overview
- 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.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Managed inventory to achieve timely and accurate delivery of services.
- 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 data and reported on key performance metrics to senior management.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
Anthem, Inc.
Operations Expert
10.2013 - 05.2017
Job overview
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Collaborated on operational support tasks to achieve common goal.
- Efficiently and effectively identified and solved all problems that impacted direction of business.
- Offered professional development guidance such as training and mentoring.
- Handled problematic customers to assist lower-level employees and maintain excellent customer service.
WellPoint, Anthem Blue Cross
Customer Service Representative
09.2007 - 10.2013
Job overview
- Answered a diverse range of incoming questions regarding insurance benefits, eligibility and claims.
- Took note of each situation and identified key case elements to get a clear picture of operational challenges and customer service issues to analyze.
- Built strong rapport helping each customer reach their desired outcome with a full sense of satisfaction.
- Tracked service requests for accountability and transparency of the entire member interaction.
Education
Richmond High SchoolRichmond, IN
High School Diploma
06.1992
University Overview
Skills
- Claims Manage, Analysis & Investigation
- Manage Operations
- Operational Efficiency
- Tracking Metrics
- Performance Monitoring & Evaluation
- Data-driven decision making
- Process Improvements
- Customer Service & Support
- Leadership & Guidance
- Hiring & Onboarding
Additional Information
Additional Information
Commercial Solution Central & Facets knowledge
Timeline
Manager of Operations
Elevance Health
05.2017 - Current
Operations Expert
Anthem, Inc.
10.2013 - 05.2017
Customer Service Representative
WellPoint, Anthem Blue Cross
09.2007 - 10.2013
Richmond High School
High School Diploma
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