Freddie Berberena, M.Ed. Email & Phone Number

Rosemount, Mn, Us

Minneapolis, Minnesota, United States

In this role I oversee the operations, strategic planning, and overall management of the service center to ensure high-quality service delivery and customer satisfaction. This role involves leading a team of professionals, optimizing processes, managing budgets, and implementing initiatives to improve efficiency and service performance. In this role I have collaborated with other departments to align the service center's goals with the company's objectives.One of the key accomplishments of this role is the successful integration of artificial intelligence (AI) into the service center's operations. This achievement includes deploying AI solutions for both internal and external use, such as automating routine tasks, enhancing customer support through AI-driven chatbots and Virtual Assistants, and leveraging data analytics for better decision-making. This innovation has significantly improved service efficiency, customer experience, and operational productivity.

Minneapolis, Minnesota, United States

Lead the Service Center Operations strategic planning development and deliver a model to the organization that drives efficiency in the groups’ structure, establish process, procedure, and sales standards that can be driven out through existing clients and prospects. Additionally review and enhance the Service Center offering including tool development, partners, and vendors. Importantly enhancing the visibility of other leaders with the Service Center and establish a leadership structure that promotes achievement of corporate initiatives and goals.

Greater Minneapolis-St. Paul Area

Helping to drive leadership in a team created from acquisition. Responsible to understand Empyrean’s needs from the market, drive change within the organization to help fill product gaps, enhance current partnerships, and secure new ones. Areas of responsibilities include Group/Direct Billing, Spending Accounts, HRIS & Payroll, COBRA, ACA reporting & dependent verification services. Will work with the Marketing team to best position products so that they can be leveraged to help win new business and retain existing client. Enlisted to help Administrative Solutions team contribute 12% to Empyrean overall new annual recurring revenue.● Collaborate with Operations to determine gaps in offerings and services● Manage relationships with Empyrean’s vendor partners in this space ● Partner with Client Service teams to help establish scalable processes and procedures

Greater Minneapolis-St. Paul Area

Transitioned into this new and exciting role as part of the Empyrean acquisition of Bloom Health. Responsible for the retention and growth of Empyrean’s strategic channel partners. Contributed to growth of the company by 245% over the last three years. Serves as a crucial member of operations management team, focused on many key tasks like building the new Small Market and Broker sales strategies. ● Collaborated with the Product Team to create innovative solutions that enhance service offerings in the market place resulting in a 22% and 47% increase for two of the channel partners in revenue during just one sales cycle. ● Led the operations initiative to consolidate the technology used by legacy and the acquiring organization. Streamlined efforts resulted in a $2.5M savings. ● Partnered with the Human Resources department to establish new job descriptions and transition the existing employees over to their new roles as part of the new organization.

Minneapolis

Served as the lead project controller for the launch of a newly formed division, including standardization of the financial infrastructure of the platform. Provided oversight to all phases of the employer group lifecycle, from implementation to project completion. ● Reduced the Service Center budget by $8M, maintaining contractual service-level agreements. ● Developed processes that reduced implementation and installation times by 35%, minimizing the need for staff by 18%. ● Internally sourced, on-boarded, and trained a new implementation and sales solutions team consisting of six individuals in four months. Proposed the idea to the Executive team and gained approval to launch the team.

Minneapolis

Designed and established processes and technologies required to operate the Service Center. Managed performance of 80+ Advisors in daily activities, servicing various health plans around the country. Created and oversaw training programs utilized company wide. ● Oversaw the consulting process on content creation and implementation strategy. ● Administered an aggressive deployment process, and in just 120 days, pulled the project up from 14 days behind schedule to completion 12 days ahead of schedule.

Greater Minneapolis-St. Paul Area

Created a cohesive training approach for the product lines associated with OptumHealth. Developed various training methods, including performance-based training, in-person coaching, and distance learning options via WebEx. Managed quality and consistency of training across locations. ● Supervised a team of 22 trainers working across 13 locations nationally.● Spearheaded the initiative to consolidate the new hire curriculum for CM/DM Nurses from 20 days to 13 days, reducing training costs and maintaining high-quality training experiences. ● Implemented a peer review program to allow trainers to gain real time support while on the job, utilizing Telepresence technology.

Golden Valley, Mn

Oversaw the day to day training operations of nine clinical call centers located across the United States. ● Directly supervised a team of Training Specialists delivering training education to the Nursing teams.● Supervised the training of Case Management Nurses who supported the various clinical management programs offered to consumers.

1:1 Enterprise Messaging SolutionsOptumHealth Strategic Clinical Delivery

Masters, Teaching And Learning

Education record

Ba, Bs, Kineseology, Biomechanics, Health And Technology

Education record