Maureen Andersen Email & Phone Number

Detroit, Mi, Us

New York City, Us

Grand Rapids, Mi, Us

I was recruited to the company by one of the VPs. My role was to establish relationships with customers that had zero engagement with the health plan. I partnered with clients on quality initiatives, strategies to improve customers’ utilization of the company resources and increase their participation in the incentive program.I took initiative to understand internal processes and took on new challenges leading to two promotions. My new roles led to me working on strategic planning and execution on customer accounts, business plan implementation and maximizing each customer’s performance across 10 large accounts.KEY ACHIEVEMENTS◆ Forged relationships with executive leaders at client accounts.◆ Increased a large account’s utilization of the product by up to 7% by repairing the relationship with a solution that resolved a longstanding issue; the solution opened the door to other opportunities.◆ Built relationship with one of the state’s largest healthcare systems after years of the organization shutting down invitations to engage.◆ Eased friction with large customers and improved company’s reputation across the customer network by influencing executives to accept further incentivization for a high-performing customer.RESPONSIBILITIES: Project Management | Reporting | Executive-Level Presentations | Stakeholder Relationship Management | Quality | Strategy Development | Cross-Functional Collaboration | Footprint Expansion | Voice of the Customer

Grand Rapids, Mi, Us

Grand Rapids, Mi, Us

Ann Arbor, Mi, Us

The Call Center Manager, a former colleague, reached out and asked me to join the team because he needed a problem solver and someone focused on customer service. I responded to 100 calls from patients daily and triaged them based on each patient’s needs for 14 different specialties.KEY ACHIEVEMENTS◆ Solved problems for a variety of customers and standardized processes throughout the call center.◆ Collaborated cross-functionally to create a new process that resolved a customer issue and expedited their care by streamlining phone interactions with specific actions related to their particular situation.RESPONSIBILITIES: Customer Service | Customer Experience | Problem Solving | Process Improvement | Cross -Functional Collaboration

Managed the bar and restaurant. Built rapport and developed deep bonds and relationships with a steady crowd of regulars.

Ann Arbor, Mi, Us

After the previous leader of the call center left, I stepped up to train new hires and serve as a resource to the other team members. As a result, they all voted that I should take over the Supervisor role. I managed a team of nine.KEY ACHIEVEMENTS◆ Drove continuous quality improvement with my team by coaching them around improving the customer experience.◆ Selected to lead pilot program for the roll-out of the health system’s new phone system.

Ann Arbor, Mi, Us

Ann Arbor, Mi, Us

Master Of Healthcare Administration (Mha)

Bachelor Of Arts (Ba), English Language & Literature