• Managed and directed staff comprised of Patient Access Associates, Patient Access Coordinators and a Special Project Liaison measured by appropriate key performance indicators to include: 92% Quality, >20 sec Average Speed to Answer, Benefit Verification TAT >2 business days, Patient Assistance Program TAT >2 business days and Copay Program TAT > 2 business days. • Developed and implemented standard operating procedures to ensure efficient delivery of products and services• Conducted both formal and informal feedback discussions with associates to include yearly performance reviews and regular one-on-one discussions.• Collaborated with IT partners by acting as a subject matter expert to plan, gather requirements, conducted UAT and call out risks when applicable for program enhancements.• Forecasted, managed, and measured operational performance to ensure meeting requirements of the defined business plan, performance goals and operating budget• Lead PM for quality initiative by analyzing quality and performance reports for trends, make process improvements, provide coaching or retraining where needed• Project Lead with Digital Assistant (D.A.) Launch for benefit verification automation, which included training management team to operate D.A., developed an audit system to track case status and managed case completion from start to finish.• Project Lead for CAPA compliance project for client audit, which included developing, implementing, and tracking refresher training to meet compliance standards. • Project Lead for Annual Reverification Exception Request and acted as a liaison between customers and client to accommodate schedule date change requests.

• Counsel and advise prospects and policy holders on matters of insurance coverage that is tailored to their specific needs.• Selling Life and Health insurance products to businesses to address gaps in company group coverage plans.• Delivering presentations to key decision makers of corporations to establish or maintain affinity relationships.

• Managed multiple operational programs to maximize revenue and gross margins and while meeting or exceeding fiscal plan goals.• Managed of over 580 employees, across multiple programs including operations managers, team leads, and agents.• Improved the operational systems, processes, and policies in support of the company’s mission – enhance management reporting, information flow and management, business processes and organizational planning• Increased the effectiveness and efficiency of Support Services (HR, IT and Finance) through improvements to each function as well as coordination and communication between support and business functions.• Managed and executed short-term and long-term strategic planning efforts, including an initiative targeted toward operational excellence and risk management.• Led daily and weekly client performance review meetings to discuss current performance and develop action plans, which increased our performance month over month• Developed monthly budgets for the department’s engagement and reward activities.• Implemented new incentive qualifier to improve Agent adherence (from an average of 65% to 93%) and productivity (increased to 83% in one year)• Developed actions to improve leader engagement and customer satisfaction (CVA’s Client Value Attainment and Retention)• Top sales team in the enterprise with a 50% conversion rate for Account Auto Renewals and Vehicle Data sales during 2019

• Calibrated with operations partners and client contacts on quality metrics to identify critical trending elements and define quality criteria including business policy and processes, definitions, and tolerance levels to uphold compliance standards across the enterprise.• Supported, organized, and directed quality evaluators to achieve high levels of customer satisfaction• Ensured consistency in meeting monthly quality monitoring goals by applying effective call monitoring practices, increasing quality audit hours to support a 24-hour business model, and implemented processes for tracking data and performance.• Implemented new processes which permitted Quality Auditors to provide feedback to employees during team meetings and coaching sessions, which increased internal program quality scores significantly. • Created opportunities for others to grow and develop through challenging projects and ad-hoc assignments.

• Managed a team of up to 20 advisors, who provided life saving instructions to in vehicle occupants during emergency situations.• Obtained International Academies of Emergency Dispatch and Emergency Medical Dispatch Quality certifications• Managed key performance indicators which included schedule adherence, absenteeism, agent productivity, and staffing needs, while providing coaching to advisors to positively impact customer and client satisfaction.• First Call Center in the dispatch community to receive accreditation in less than 2 years.

• Monitored and evaluated agent calls to ensure company processes, policies, and procedures were followed and provided timely feedback to agents and managers for improvement.• Lead Evaluator for weekly client call calibrations while providing feedback to our client regarding our program calls and helping push action items that resulted.• Developed a monthly client report which provided analysis for program successes, opportunities, and supported operations management with improving customer satisfaction scores.• Participated in weekly Team Manager Meetings to discuss new processes and opportunities to improve team and individual quality performance.• Collaborated with program trainers to identify key areas of improvement for new associates through call monitoring and provided support through question-and-answer sessions, which reduced associate turnover by 25%, on average.