19+ years of experience in health insurance industry 15+ years of vendor management experience5+ years management experience3+ years of call center management experience3+ years of quality analysis/quality management experience in a contact center setting1 year of of experience in training/organization developmentSpecialties: analysis, auditing, call center, customer relations, customer service, customer support, document management, documentation, hiring, leadership, marketing, meeting facilitation, microsoft powerpoint, microsoft word, organizational development, organizational skills, policy analysis, process engineering, quality, recording, reports, scanners, training materials, management, vendor management, outsourcing