• Responsible for leading end-to-end consumer experience optimization and automation strategies, developing executive-level recommendations, and implementing solutions aligned to enterprise strategies and goals.• Uses story telling, independent judgement, and analysis of many variables (voice of the customer, call listening, root cause analysis), to develop holistic, end-to-end solutions for complex experience design problems. • Establishes connections and develops relationships across enterprise teams, leading through adversity, and gaining support from key-stakeholders to drive focus on continuous improvement.• Conducts deep study, discovery, and program evaluation across various enterprise teams to understand dependencies, determine top consumer friction points, and identify optimization or automation solutions.• Identifies reporting gaps and drives development of capabilities needed to construct opportunity sizing, savings estimates, monitor progress, and establish success measures. • Conducts financial analysis to size opportunities and prioritize initiatives with maximized impact.• Manages team FTE budget, tracks and speaks to variances, and performs monthly reconciliation.

• Provided key support to senior operations leaders in creating business proposals, communication strategies, achievement plans, and various presentation materials to support execution of initiatives in line with enterprise strategies and visions.• Conducted financial analysis and developed opportunity sizing estimates in support of strategic initiatives and proposals. • Prepared or coordinated the development of, proof-read, and edited strategic organizational communications for an organization of up to 1500 employees (newsletters, senior leader monthly messages, etc.).• Authored and maintained a library of procedural documents, guides, and playbooks to improve overall team proficiency, streamline consistency, and for contingency and recovery purposes.• Facilitated various conversations across Workforce Management, Finance, and Operations in order to establish budget and financial proficiency for the operations management team; developed and Facilitated “Budget 101 – Foundation Learning for Operations Managers.”• Identified various vendor invoicing opportunities and established audit procedures for validating partner billables, while fostering a broadened relationship between Operations and Finance. • Provided team and leader support of the vendor Contracts and Policies & Procedures while identifying change opportunities, facilitating conversations, and engaging the appropriate stakeholders to coordinate updates.• Coordinated various organizational-level activities to drive overall strategy and implementation (Quarterly Townhalls, Bi-Annual Tactical Summits, Quarterly Business Reviews, Quarterly Leader Development Series).

• Responsible for operational success through successful relationship management of up to eight (8) vendors (BPOs). • Studied, interpreted, and executed Master Service Agreements by providing team support and contractual guidance in ensuring adherence to staffing, training, procedures, and billing commitments.• Recommended contract revisions, managed change schedule, and applied verbiage change requests as required by the business and procurement procedures. • Authored, redlined, finalized, and notified stakeholders of contractually binding Policies & Procedures documents in supplement to the Master Service Agreements.• Facilitated change discussions while prioritizing equitable, fair, and mutually agreeable requirements to optimize operational efficiencies, fuel improved vendor relationships, and foster accountability.• Developed, implemented and managed end-to-end onboarding experience, including standing up a support team, for approximately 8-10K new hire contingent workers annually through volatile business cycles.• Launched a “Boots on the Ground” program for Subject Matter Experts to travel to and support training initiatives at vendor locations where needed. • Authored and maintained a library of procedural documents, guides, and playbooks to improve overall team proficiency, streamline consistency, and for contingency and recovery purposes.• Lead various operational and seasonal project management initiatives, including performance management oversight, new vendor implementation, termination and wind down of vendor relationships, security, and access needs. • Facilitated new internal team member onboarding; developed training materials, guides, and video recordings to ensure adequate memorialization of all required vendor management procedures. • Responsible for overall compliance oversight, ensuring the documentation of goals, performance management, follow-up, and remediation plans as required by compliance and regulation.

Traveled frequently to multiple partner locations to oversee day-to-day operations, ensure operations requirements are being met, and processes are being followed.• Acted as a liaison between operations and external partner teams, segment executives, sales and the internal support teams.• Managed key performance measures, including service levels, staffing requirements and security accesses to ensure success of the business.• Delivered ongoing counsel and feedback to a team of 10-20 Frontline Supervisors and Operations Managers to enhance competencies and contributions of the individual associates, team and department both internally and externally.• Supported all facets of service operations, including identifying process barriers and providing process improvement recommendations.• Led large scale implementation of projects and processes to help solve complex organizational problems, created and cascaded training materials, and identified and resolved issues and trends.• Oversaw ramp-up of partner locations for peak periods to ensure appropriate resources are in place and contracted agreements are met.

Provided contact center leader support for all Retail Contact Center segments, both for internal and partner operations, especially leadership.• Developed and designed various tools, intakes, and resources geared towards improving procedural efficiencies, optimizing leader time, and allowing for refocus on associate development. • Tailored and reinforced organizational messages for people leaders to cascade to front-line associates.• Led initiatives and projects geared toward overall process improvement and documentation.• Fostered relationships with ancillary areas and various analytics teams to ensure calls processes are optimized, tools are refreshed regularly, and streamlined communications.• Designed, implemented, and managed an associate feedback process in partnership with various ancillary teams which streamlined education, remediation, and trend identification, leading to overall process improvements.

• Monitored associates productivity and provided coaching, guidance, and feedback to both immediate team and entire contact center while promoting Humana’s core principles and vision.• Managed key performance measures to ensure the success of the individual associates, team and department.• Provided guidance and development to all associates to help them grow in their roles and prepare them for expansion opportunities.• Encouraged team building and the sharing of best practices to strengthen partnerships and working relationships among the entire Customer Connections team.• Maintained proactive communication within the team and department as well as supporting areas to ensure timely responses are received and to address internal/external customer needs.• Lead group projects to research and improve operations efficiencies, including identifying trends and creating key process improvements.• Coordinated large scale hiring initiatives.• Served as a point of contact for global initiatives beyond team responsibilities, including Voice of the Customer, Communications, and Market Escalations.

• Monitored associates productivity and provided coaching, guidance, and feedback to both immediate team and entire contact center while promoting Humana’s core principles and vision.• Encouraged team building and the sharing of best practices to strengthen partnerships and working relationships among the entire Customer Connections team.• Drove consumer engagement and loyalty through relationship building, exceptional customer service tactics, and advanced problem solving skills.• Cross trained on multiple systems and business areas.• Supported all facets of service operations, including facilitating huddles, traveling as needed, maintaining service levels, and identifying and resolving issues and trends.• Assisted with additional tasks outside of daily responsibilities, including supporting ancillary departments (Cincinnati Support Team, Commercial Pharmacy, Spending Accounts).• Served as a VOC Advocate and Communications Team Specialist.

• Utilized Humana’s best practices to address customer concerns and provide guidance to members, providers and employers.• Drove consumer engagement and loyalty through relationship building, exceptional customer service tactics, and advanced problem solving skills.• Built relationships with both internal and external customers by promoting Humana’s core principles.• Multi-tasked with several systems while staying up-to-date on communications, system updates and industry regulations.• Documented customer interactions and outcomes while maintaining a work queue.• Identified insights and worked with various teams to implement improved process changes.• Served as a subject matter expert for several large Administrative Services Only groups; Peer mentored new employees.