I optimize operations and the customer experience through implementation of quality assurance initiatives and process improvements. Aligned with the business, I create action plans and implement productivity, quality and customer service standards. As a business leader, I am recognized for strong people management skills and effective budget management and cost controls.

Managed 15 quality analysts and an operating budget of $1.6M. Responsible for overall customer experience quality, from any touchpoint, to ensure accuracy and compliance with internal and external standards.● Assisted in the development and implementation of operational improvements through analyses and contributions to strategic business plans and project reviews. Prepared and completed action plans and implemented productivity, quality and customer-service standards. Completed audits, determined system and process improvements and implemented change. ● Led process improvement initiatives utilizing Lean Six Sigma and project management methodology:o Eliminated high volume claim processing errors using root cause analysis to create online job aids.o Decreased misquotes of coverage by creating unique job flows for each provider/member inquiry so customer care specialists could triage needs using probing questions to identify the correct level of benefit.● Optimized processes through creation of a new methodology or introduction of a new technology:o Utilized business intelligence analytics to create sampling groups reflective of complex inquiries (rather than relying on random sampling) for audits. o Automated sample loading, from concept to delivery, to replace a manual process. Worked with IT to develop requirements and test functionality of new database. Resulted in savings of 1.5 FTEs.o Implemented new audit platforms, including Verint 11.1, which involved converting to a new audit database, changing the audit sampling process, writing updated SOPs, building new reports, and training end users.● Communicated issues to divisional leaders regarding outdated SOPs identified through quality audits (QAs). Influenced change by demonstrating how old procedures decreased the customer experience. ● Established metrics and the methods used to gather metrics to report performance against Service Level Agreements (SLAs).

Responsibilities as Operations Manager included managing call center, claims and correspondence units toward achievement of divisional goals, training and career development of exempt and non-exempt personnel, identification and development of service oriented process improvements, adherence to budgets and department level project management.

Developed productivity metrics and quality program for the call center employees.● Used forecasting tools to create staffing models to optimize shift scheduling and costs.● Initiated a quality review program to improve overall performance by tracking accuracy of call center responses and customer feedback. Researched, designed and recommended program structure and metrics; created a tracking database to monitor call center performance; developed program guidelines and created reports to communicate trends. ● Performed a cost/benefit analysis of all call center operations which led to a consolidation of operations into a central location, reducing expenses while increasing quality of customer care.

Data Product Support Manager (1999 to 2001)Data Project Coordinator (1998 to 1999)Assistant Manager, Data Research and Documentation (1997 to 1998)As a Data Product Support Manager, responsible for cost center budget and a team of 5 research assistants to improve the integrity of product and data and monitor department workflow.● Initiated a program designed to improve general data quality at the source, through outreach to originators of data using point of collection signage and educational materials. Improved effectiveness of 20 million records and overall integrity of data. ● Designed, tested and implemented a global product filter to remove incorrect data elements using intelligent rule test design. Eliminated falsified data records which improved integrity resulting in improved customer satisfaction and decreased company liability.