Danielle Nett Email & Phone Number

Appleton, WI, US

• Contracted proofreader for a full-service digital marketing firm.
• Follow client brand guidelines with timely completion.

Appleton, WI

• Represent the Customer Care Department in client presentations, client meetings, state/regulatory audits, and sales activities (i.e., RFPs, finalist presentations) for all lines of business
• Ensure performance guarantees, regulatory requirements and internal metrics are consistently met, managing standards and metrics to drive performance and exceed client expectations
• Coach, motivate and develop department staff to produce outstanding results
• Interface with internal and external customers to improve client implementations and existing client relationships
• Ensure staff has necessary information, tools, and skills for successful implementations, ensuring high quality to new clients timely
• Manage policies and procedures to a current state

Appleton, WI

• Responsible for the successful daily operations of Medicare Part D, Medicaid and Exchange lines of business, including the call center and the associated contractual and regulatory functions
• On-boarded, trained, managed, and developed a new Associate Manager, three new Supervisors (who led a total of five Team Leads and up to 50 agents), two Content Management Specialists, Government Programs Product.
• Created transition and promotion justifications, managed requisitions, warnings and performance improvement plans
• Remained informed of current and anticipated CMS, State Medicaid, Exchange, URAC, NCQA, and other client requirements and accrediting bodies’ changes facing the department and facilitated/led interventions or changes.
• Active participant/presenter in client and government entity audits and client on-sites and completed all deliverables, follow ups and reporting as necessary
• Implemented and maintained a new knowledge management system application for Customer Care Specialists, to include requirements, testing, enhancements, and resource creation and updates

Appleton, WI

• Managed and developed four Supervisors, two Trainers, one Coordinator, and approximately 70 call center agents in an inbound pharmacy benefit call center for Commercial, Medicare, Medicaid, Exchange, and Discount.
• Managed the Training and Development Program, to include new hire training and refresher training for existing call center agents, both instructor-led and eLearning-based, as well as training new additions to Leadership
• Prepared for and successfully participated in company-wide on-site audits (URAC, CMS, new clients)
• Performed claim system testing, updated resources and training based on system changes
• Created, maintained, and enhanced call center resources and Medicare Part D references
• Tested the technology and built new training materials for the claims system conversion

Appleton, WI

• Managed the Training and Development Program, including creation of new curriculum, routine review of time-sensitive information, display of content for ease of use, assessment of trainees, execution of recommended.
• Managed call center agent performance; understanding strengths and weaknesses, backgrounds, and resumes and assessed the ability to promote, the need for performance improvement plans, the changing of roles and.
• Oversaw special teams within the call center
• Led team meetings and other call center activities
• Used data to verify assumptions, root cause analysis, escalation to resolution, process improvement suggestions
• Wrote business requirements and enhancements to technology, made recommendations for automation, and updated training documents to support such enhancements

Appleton, WI

• Trained new hires to handle/document incoming calls from members, providers, and pharmacies for Commercial, Medicare Part D, and Medicaid clients; prepared/updated training documents as needed
• Administered Quality/Call Coaching and Refresher Trainings for seasoned representatives
• Traveled to new office in Austin, TX for new-hire training, call coaching, and follow-up training
• Trained a group of 100+ representatives from a large Medicaid client
• Tested new software/systems and updated resources based on the enhancements
• Participated in interviews and collaborated to meet staffing needs as an integral part of the hiring process

Appleton, WI

• Customer service/bilingual representative; handled incoming calls from members, providers, and pharmacies inquiring on prescription drug coverage and/or claims processing; responsible for researching and.
• Maximized time by working projects between calls such as entering plan members into respective health management programs, assisting Clinical Pharmacists in Prior Authorization loads and processing, and responding to.
• Trained five new employees and conducted multiple side-by-side trainings through call shadowing
• Navi-Thanks Committee member; used creative thinking to incentivize employees to use the program

Appleton, WI

• Responsible for marketing and promoting beverage brands to potential customers at multiple account sites across the Madison and Fox Cities areas
• Trained newly-hired promotional representatives in the Fox Cities area

Appleton, WI

• Trained, scheduled, managed 50+ employees
• Customer service, product knowledge, marketing, recruiting, inventory, auditing, loss prevention

Kaukauna, WI

• Bartender, operated beverage cart on golf course, server, cashier for golfers, opened and closed bar/restaurant
• Stocking, sales, customer service, food prep

Madison, Wisconsin Area

• Called alumni for the UW-Telefund to build rapport and ask for donations to the University of Wisconsin-Madison
• Earned six monthly monetary rewards for high donation amounts

Appleton, WI

• Lifeguard; Swim instructor for children ages 3 to 15
• Lead special needs classes and classes of students with English as their second language