Anna Haug Email & Phone Number

Minneapolis, Minnesota, United States

Define and implement key operations including systems, budgeting, and organizational strategy. Support clients through the sales, onboarding, and retention process.▪ Lead and facilitated the creation of a multi-year strategic plan by leveraging the Traction EOS model.▪ Implemented systems and operations including phone systems, marketing content, digital sales workflow,CRM, Quickbooks, information and security plan, key vendors, and other essential systems and processes.▪ Designed the client journey for onboarding to achieve a more complete and efficient implementationresulting in a better client experience.

Greater Minneapolis-St. Paul Area

Oversees a unified approach to servicing Bright Health's constituents by working cross-functionally to drive standardization, consolidation, performance management, and governance to support the service excellence strategy.

Greater Minneapolis-St. Paul Area

Responsible for the design, implementation, and management of Bright Health’s member and provider services (contact center) and services ecosystem.Work includes but is not limited to:- Designing processes related to regulatory needs- Scaling a service organization through unprecedented company growth- Rapid response during a pandemic - Survey design and voice of the customer development - Accelerated the accessibility and usage of data and metrics

Our passion is to partner with non-profit organizations and small businesses to work along side them to achieve their goals. We believe understanding and improving customer, employee, and donor experiences will help organizations not only achieve their goals but also exceed them. We focus on identifying challenges, creating innovative solutions, and advising the organization through strategic planning and implementation.

Greater Minneapolis-St. Paul Area

Responsible for understanding consumer and business needs, and architecting solutions to meet those needs. I leverage service design (or human-centered design) tools and methodologies to ensure processes and solutions are co-created with key stakeholders, and are consumer-centric and implementable.Some projects include:- Medicare Plan Transition- On-boarding Program- Digital Consumer Behavior Analysis- Workshop Development- Organizational Change Initiatives- Journey Mapping

Supported the projects and initiatives of the customer experience program. Some of the program’s activities include customer experience program promotion, training, customer experience improvement initiatives, journey mapping, CRM (Salesforce) implementation, and metrics development.- Developed and executed corporate strategy for customer experience- Planned, executed, and developed content for resources and training programs- Translated business needs into CRM requirements, CRM testing, and user on-boarding- Collaborated with our communications team in developing content for Customer Experience program promotion (intranet articles, employee activities, etc.)- Provide project management for Customer Experience improvement initiatives and assist in the analysis and development of recommendations- Plan and lead journey mapping initiatives- Developed and implemented customer experience metrics

Roseville, Mn

Lead a team of individuals providing support to eCommerce customers. I resolved escalated customer issues, identified root problems, and proposed solutions. Evaluated, designed, and successfully implemented training for new employees and existing staff. Worked with multiple departments to review policies and procedures to create more effective and efficient business processes. Key Accomplishments- Developed and implemented a Customer Service Strategic Plan- Identified cost saving opportunities and executed changes- Prepared training videos- Evaluated and developed our call center- Identified all customer touch-points and developed a unified voice- Provided vision for what the customer service team could be

Advanced the mission of the center and created sustainable training resources for university staff.

Developed and executed a campus health and wellness audit.

Advocated for students and was a resource for health services and student affairs leadership.

Created a cost effective and sustainable RedCross training program for university staff.

Managed a staff of 15+ while creating and implementing policies, procedures, and an employee on-boarding program.

Developed a sustainable peer health curriculum and social media presence surrounding relevant health issues.

Call center representative who provided an exceptional and seamless white-labeled concierge experience for the customers of 14+ companies. Lead team to explore and develop a new product line including developing KPIs, service design, team development, and executed initial launch.

Provided exceptional patient care.

Bachelor Of Science (Bs), Healthcare Administration, Biology - Pre-Med, And Business Administration

Activities and Societies: ODK, Cru, The Student Government Association, Student Health Advisory Committee, Pre-med Club, International.

Emergency Medical Technician Certificate, Emergency Medical Technician