Carla Compton Email & Phone Number

Lisle, Il

 Recently certified as a Quality Action Team Facilitator (Project Management) Responsible for a team of 120 Customer Care Professional Developed and implemented Assist Line Expectations  Developed and trained with Leadership collaboration materials for new Team Lead. Best Practice Meetings – Facilitate meetings with Lisle and Scottsdale Leadership team on creating and building best practices within the call centers. Quality Monitoring  Coach develop and mentor my… Show more  Recently certified as a Quality Action Team Facilitator (Project Management) Responsible for a team of 120 Customer Care Professional Developed and implemented Assist Line Expectations  Developed and trained with Leadership collaboration materials for new Team Lead. Best Practice Meetings – Facilitate meetings with Lisle and Scottsdale Leadership team on creating and building best practices within the call centers. Quality Monitoring  Coach develop and mentor my team Developed and implemented Keeping the Skills Alive (KTSA’s) program to enhance Customer Care Professional skills and ensure Quality expectations are met. Developed and implemented New Hire Nesting/Mentoring program Show less

Responsible for providing leadership, support, guidance to staff, and liaison to our pharmaceutical client Genentech. Effectively managed a team dedicated in obtaining lowest cost option for patients.• Developed and implemented training documents to maximize efficiency.• Created and implemented Standard Operating Procedures• Created and implemented a formal auditing process to ensure quality and customer expectations were met or exceeded.• Organized and… Show more Responsible for providing leadership, support, guidance to staff, and liaison to our pharmaceutical client Genentech. Effectively managed a team dedicated in obtaining lowest cost option for patients.• Developed and implemented training documents to maximize efficiency.• Created and implemented Standard Operating Procedures• Created and implemented a formal auditing process to ensure quality and customer expectations were met or exceeded.• Organized and implemented and extensive payer profile data base that resulted in reduced benefit investigation turn around time and increased team knowledge.• Consistently exceeded client expectation of 90% calls answered within 10 seconds. In addition, met and often exceeded case turn around expectation including benefit investigations and case resolution. Show less

Responsible for managing the member services, underwriting and sales call center as well as the membership production environment (premium processing, billing and collections). Reported to the Vice President of Operations with the accountability of finance reporting, statistical reporting, reviewing new cases, customer satisfaction, developing Standard Operating Procedures, budgeting, and forecasting.• Developed and implemented a “One Call Resolution” program within… Show more Responsible for managing the member services, underwriting and sales call center as well as the membership production environment (premium processing, billing and collections). Reported to the Vice President of Operations with the accountability of finance reporting, statistical reporting, reviewing new cases, customer satisfaction, developing Standard Operating Procedures, budgeting, and forecasting.• Developed and implemented a “One Call Resolution” program within the Membership/Underwriting customer service area resulting in bringing our Customer Service Satisfaction survey from 78% to above 95%.• Created and implemented a process that insured membership aged receivables did not exceed 30-day requirement.• Established and maintained services levels of 80% calls answered in 20 seconds.• Coordinated and participated in the creation of associate career development program.• Created and implemented a member retention program.In addition to the above position I have held the following positions within WellPoint:• Manager of Membership/Claims Training 1998-1998• Supervisor of Small Group Underwriting/ Membership 1995-1998• Business Analyst 1994-1995• Lead Small Group Underwriting/Membership/Claims 1989-1995 Show less