Marlena Brown
Holly Springs,NC
Summary
Talented Supervisor with excellent operations, customer service and facility oversight skills coupled with more than 15+ years of customer service experience. Highly effective and comfortable working with people at all levels in an organization..
Overview
14
14
years of professional experience
Work History
Supervisor, Referral Specialist
Centene
Raleigh, NC
05.2022 - Current
- Developed and implemented project plans and budgets to ensure successful execution.
- Supervised multiple Medicaid/Medicare projects from project start through delivery by prioritizing needs and delegating assignments. Maintained assigned spreadsheets and provide reports to markets and leadership.
- Effectively supervised staff of 12+ personnel by implementing company policies, protocols, work rules and disciplinary action.
- Supported clinical staff by researching authorizations and providing them with guidance, sending faxes, creating authorizations, entering discharge information, approving authorizations, addressing provider reconsideration requests and calling providers to obtain any additional information needed to complete projects/tasks
- Acted as first line of defense for questions from team before escalated if resolution is unknown
- Recorded all project costs and expenses and aligned with project budget.
- Sets and tracks project milestones; manages and accounts for unforeseen delays, then realigns schedules and expectations as needed.
- Executes strategic initiatives, and as necessary drive ongoing operational excellence improvement projects across organization (including process and technology implementation)
- Collaborate with leadership team to outline business requirements and define project roll-out strategies.
Customer Service Supervisor
Spectrum
Morrisville , NC
05.2020 - 05.2022
- Screened and hired all new employees for department.
- Worked closely with other departments within company to ensure proper handling of customer service issues.
- Handled associate inquiries and answered specialized questions regarding HR, benefits, payroll, etc.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Worked with Senior Management to ensure accomplishment of departmental goals including development and implementation of current human resources practices to better meet company's global business needs.
- Focused on question based, top down approach to uncovering and understanding customer issues and driving results.
- Responsible for advocating for, coaching and developing associates through weekly coaching and development plans.
- Empowered associates to provide feedback on what can be changed in environment to support them, business and customer.
- Managed associate performance: aligned people, process and systems to drive execution.
- Effectively supervised staff of 16+ personnel by implementing company policies, protocols, work rules and disciplinary action.
Operations Team Manager
Consolidated Asset Recovery Systems Inc.
Raleigh, NC
06.2015 - 10.2018
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Assure customer service excellence through active benchmarking with best-practices companies and continuous improvement of department activities.
- Prepares reports and monitor productivity for all phases of Call Center activities.
- Led people and organized and managed multiple projects.
- Handled associate inquiries and answered specialized questions regarding HR, benefits, payroll, etc.
- Participate in implementation of Company's affirmative action plan to ensure that opportunities for employment and advancement, based upon qualifications, are afforded to all females and minorities and others.
Total Benefit Operations Analyst
Xerox
Cary, NC
09.2012 - 06.2015
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Delivered payroll administration and defined contribution retirement plan record-keeping requirements.
- Accurate data processing for life events across benefits discipline area and tracking of reconciliation of payments, premiums and paperwork necessary according to plan rules.
- Created reports using SQL database and manage reports, perform from internet-base tools for research projects need for client insight
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Identified and analyzed project risks and developed mitigation strategies.
Education
Associate of Science -
Wake Tech Community College
Raleigh, NC05.2024
Skills
- Strategies and goals
- Daily operations
- Staff development
Proficient with Call Center Technology (NICE, AVAYA, CIS, IVR, social media, website etc), MS Office tools, workforce forecasting applications (IEX)
- Issues resolution
- Staff Management
- Client Relationships
- Key Performance Indicators (KPIs)
Timeline
Supervisor, Referral Specialist
Centene
05.2022 - Current
Customer Service Supervisor
Spectrum
05.2020 - 05.2022
Operations Team Manager
Consolidated Asset Recovery Systems Inc.
06.2015 - 10.2018
Total Benefit Operations Analyst
Xerox
09.2012 - 06.2015
Associate of Science -
Wake Tech Community College