Delana Springs Email & Phone Number

Durham, North Carolina, United States

• Lead a team of subject matter experts and business analysts to support business initiatives, and system enhancements.• Conduct high-level business analysis to resolve complex requirements, problems, and processes.• Collaborate with IT to optimize system performance and support business technology decisions.• Develop best practices to enhance productivity, efficiency, and system performance.• Oversee staff management, including performance, coaching, and career development.

• Directed operational business units with both in-house and outsourced teams. Focusing on compliance, quality, and process efficiency.• Oversaw budgeting, forecasting, and managed multiple cost centers.• Developed and implemented tools to improve process efficiency and customer satisfaction.• Managed vendor relationships and member-related issue resolution.• Facilitated migration of membership error reports and electronic processes from legacy systems to updated platforms.

Raleigh-Durham, North Carolina Area

• Led account implementation and onboarding processes for commercial groups, coordinating with Sales, and internal departments.• Provided leadership for projects requiring independent decision-making and broad-based department impacts.• Acted as liaison with Sales to assess new product impacts.

• Directed corporate projects requiring strategic planning and decision-making.• Led employee development and resolved complex employee relations issues.• Established service objectives and process improvements to enhance team performance.• Oversaw daily operations for group enrollment, including both electronic and paper eligibility updates.

• Supervised team goals, provided coaching, and maintained staffing and training standards.• Built and maintained agent relationships and developed department procedures.• Ensured call-handling efficiency and tracked performance metrics to meet service standards.

• Conducted audits, provided technical support, and developed training for representatives.• Performed root-cause analysis on pre-enrollment and billing issues.• Created and updated procedural documentation to support business operations.

• Trained new employees on key processes and supported Department of Insurance audits.• Processed enrollment applications for Individual business and provided backup support for management.• Provided operational support and conducted training for new telephone representatives.• Managed welcome packet fulfillment and served as a subject matter expert for the call center.• Developed functional specifications for projects and performed process audits.

• Managed application processing, premium payments, and audit documentation retrieval.

Bachelor Of Science - Bs, Criminal Justice/Law Enforcement Administration

Master'S Degree, Health/Health Care Administration/Management