• Oversaw strategic planning and overall performance optimization within the MSCC (approximately 1,700+ agents); strategized and successfully executed comprehensive operational plans that aligned organizational objectives, business priorities, and process improvement initiatives.• Conceptualized and introduced clear, consistent practices for the company’s five regional contact centers, focusing on hiring, training, onboarding, and retention initiatives. • Mobilized and motivated a high-performing team of five senior-level consultants accountable for the end-to-end management of two external vendors; accountable for a combined staff of approximately 600 call center agents and management team members with a focus on BPO management.• Forged and fostered cooperative vendor relationships, regularly reviewing contracts and holding vendors accountable for meeting established terms.• Invoiced vendors and led audits to ensure costs aligned with work performed and remained within forecasted budgetary expectations.• Partnered with vendor leaders to optimize agent performance relative to key performance indicators (ASA, AHT, Transfer Rate, CSAT, Quality Assurance, etc.) with an emphasis on creating a seamless member experience.• Conducted yearly Requests for Information (RFIs) to understand market trends and opportunities; generated Requests for Proposals (RFPs) to identify new vendors as needed. KEY ACHIEVEMENTS• Built an ongoing partnership with Workforce Planning to ascertain optimal call center staffing during peak and off-peak seasonality, coordinating with call center operations leadership team to ensure proper execution of ramp plans; this partnership led directly to improved service level performance during peak seasons of 2022 and 2023.• Communicated proactively with vendors to drive understanding and implementation of best practices, achieving year-over-year improvement of key performance indicators.

• Collaborated with Operations Managers at all four Shared Service contact center sites to ensure a cohesive, streamlined member experience; maintained responsibility for all duties noted below as an Operations Manager.• Kept current on new tools and technologies in the health insurance space to make insightful recommendations to senior leadership regarding best practices and process improvements.• Balanced multiple tasks and projects concurrently while driving operations efficiency and exceptional customer service in a fast-paced environment; cultivated a positive and inclusive workplace culture.KEY ACHIEVEMENTS• Selected as lead operations manager for periods at both the Denver and Duluth MSCC sites, bridging the leadership gap through the transition of Executive Directors.• Played key role in One MSCC collaboration projects throughout the Shared Service; worked closely with Regional and Program Office leadership to represent MSCC in cross-functional and cross-regional projects and initiatives.

• Supervised daily operations of 200+ team members, with direct leadership responsibility for Team Managers and Health Plan Service Specialists, supporting the Colorado Market membership via multiple contact channels.• Empowered the team with strong leadership and coaching to meet and exceed key performance indicators, inclusive of, but not limited to Average Speed of Answer, all components of Average Handle Time, Transfer Rate, First Call Resolution, Customer Satisfaction, and Quality Assurance.• Established and enforced schedules, work plans, and performance requirements to consistently surpass customer expectations and avoid performance guarantee payouts.• Leveraged active listening and creative problem solving to identify, troubleshoot, and resolve a variety of problems impacting both members and front-line staff.KEY ACHIEVEMENTS• Coached and mentored Team Managers and Health Plan Service Specialists, resulting in 90% of team members promoting to higher-level positions within the organization.• Spearheaded innovative process improvement initiatives that bolstered operations and enhanced experiences for internal and external customers.

• Established direction and led the Client Service Unit (CSU).• Advocated, defined and led operational improvement projects and initiatives that elevated the level of service provided by the CSU.• Developed and sustained effective internal and external customer relationships.

• Developed and managed project plans, including defining deliverables, key milestones and critical path to success.• Identified project barriers/constraints/risks and provided recommendations for risk mitigation• Facilitated improvement efforts and developed implementation recommendations• Developed, maintained and effectively managed client relationships at all levels across the organization.• Aligned projects with strategic objectives and identified opportunities to increase efficiencies, cost-effectiveness, quality, and service.• Communicated and presented project status to a variety of audiences.

• Conducted onsite quality assurance of cases, reviewing case coding, letters, and documentation.• Provided prompt feedback to staff and leadership regarding accuracy and timeliness.• Implemented strategies to track and successfully communicate quality improvements and compliance.• Acted as a process improvement expert and managed improvement initiatives with the Quality Assurance Team, Case Resolution Team, as well as the Customer Experience Department.

• Received, responded to, resolved, and documented telephone correspondence from members following applicable regulatory requirements, external laws, and accreditation standards.• Developed and maintained contact with key individuals in research and resolution of complaints.• Ensured timely resolution of member complaints and inquiries.

• Analyzed key departmental processes and provided recommendations on improvements.• Led interdepartmental projects/initiatives.• Created, analyzed, and evaluated reports to identify trends.• Developed, implemented, and followed up on corrective action plan to increase performance.

• Supervised, analyzed, and coordinated work of the customer service team and telephone vendor.• Monitored and reported on key performance indicators. • Provided help, guidance, instruction, and support to the staff (both internal and telephone vendor).• Assisted in preparing and monitoring the budget to ensure administrative cost objectives were met.

• Managed a team of auditors to ensure the effective application of audit processes were adhered to.• Negotiated the resolution of escalated audit points with management staff.• Performed root cause analysis to identify and communicate performance improvement opportunities to the Service, Technical, Contracting and Sales Divisions.• Partnered with Sales, Technical and Implementation teams for new account installation.• Regularly communicated performance results to executive leadership.• Coordinated on-site audits and liaised between external auditors and internal departments.