Yavette Manley
Akron,OH
Summary
Dynamic Senior Manager with a proven track record at Humana Healthcare & CVS Health excelling in data analysis and cross-functional collaboration. Spearheaded initiatives that enhanced customer resolution processes and improved KPI reporting, driving organizational growth. Adept at team management and employee training, fostering a culture of continuous improvement and high performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Manager, Grievance and Appeals
Humana Healthcare
01.2023 - Current
- Streamlined case resolution processes through strategic planning.
- Collaborated with cross-functional teams to address high-priority member issues.
- Facilitated skill-building sessions to drive continuous improvement culture.
- Analyzed data from market research surveys to identify trends and develop actionable insights for organizational growth.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Created detailed reports on KPI progress for senior management review.
- Guided change management initiatives to ensure smooth adoption of new business practices.
- Managed a team of 20+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Conducted regular performance reviews for direct reports to provide feedback on their work performance.
Manager, Customer Relations Analyst/Operations
Elixir Solutions
01.2020 - 12.2023
- Assessed established methods to determine potential for optimization.
- Introduced creative solutions to decrease and manage client concerns.
- Prepared detailed reports showcasing research outcomes and enhancement strategies.
- Trained new employees to deliver excellent customer service.
- Conducted performance reviews for team members.
Scheduling Supervisor
American Medical Personnel Services Inc.
01.2018 - 12.2022
- Developed strategies for improving workforce efficiency through better utilization of available labor hours.
- Ensured that all shifts were adequately staffed according to operational requirements.
- Conducted regular audits of employee timesheets for accuracy.
- Prepared reports on employee productivity, absenteeism, and overtime costs.
Senior Project Advisor, Medicare Operations
CVS Healthcare
01.2010 - 12.2020
- Advanced through roles such as Customer Service Agent, Escalations Supervisor, and Senior Project Advisor.
- Ensured compliance with company policies related to safety standards while executing projects.
- Maintained an up-to-date knowledge base of industry trends related to Medicare guidance, management tools, and techniques.
- Created presentations for executive level audiences to present updates on current projects.
- Escalated advanced issues and assisted with implementing solutions.
- Conducted and training sessions.
- Conducted regular meetings with internal stakeholders to ensure completion of projects within scope, timeline, and budget.
- Managed group of 25 specialists handling escalations.
Education
Human Services
Lakeland Community College
WilloughbySkills
- Data analysis
- KPI reporting
- Cross-functional collaboration
- Team management
- Organizational improvement
- Employee training
- Customer Resolution
- Performance evaluation
- Monitoring compliance standards
Certification
- Master Medicare Technician
- Six Sigma Projects and Project Teams
- Six Sigma Leadership and Change Management
- Leading with a Growth Mindset
- Leading Teams: Motivating and Optimizing Performance
- Coaching Using the First Call Resolution Model
- - Project Management Fundamentals
Timeline
Senior Manager, Grievance and Appeals
Humana Healthcare
01.2023 - Current
Manager, Customer Relations Analyst/Operations
Elixir Solutions
01.2020 - 12.2023
Scheduling Supervisor
American Medical Personnel Services Inc.
01.2018 - 12.2022
Senior Project Advisor, Medicare Operations
CVS Healthcare
01.2010 - 12.2020
Human Services
Lakeland Community College
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