• Managed 28 direct reports receiving a team score of 83% contributing to increased productivity.• Received an overall customer experience rating of 80% by meeting industry standards.• Achieved 92% accuracy rating for disseminating information during phone interactions from Providers, Medicare, and Medicaid members. • Analyzed customer complaints and audit results to determine work flow changes which positively impacted the members experience• Increased First Call Resolution to 71% by monitoring and providing feedback to Call-Center Representatives resulting in improved customer experience surveys• Improved employee performance by conducting monthly coaching sessions, concentrated on soft skills and career development, and implementing applicable performance evaluations.• Received a 94% satisfaction rate on View on Blue Engagement Survey in 2018 by establishing rapport, building trust, and demonstrating follow through on all issues. • Improved the selection process for aligning core competencies to the positions by creating new interview questions resulting in applicants being more suited for the position.• Reduced yearly turnover by 40% and increased retention rate by implementing a new on-boarding process.

A four-month assignment assisting teachers with special needs students who required extra guidance and assistance inside the regular classroom setting.

• Directed, managed, and distributed daily claim workload for 23 claims examiners ensuring maximum productivity.• Monitored examiners accumulative performance while successfully implementing proper processing procedures which resulted in accuracy scores of 80 to 90% throughout the year.• Processed bi- monthly payroll to ensure timekeeping procedures were accurate. Catching in-accuracies and having examiners correct errors saved the company payroll dollars. • Networked and collaborated with support teams; Workforce management, Human Relations, and the Auditing Department to continually develop examiners in order to positively impact profitability for Blue Cross.

• Developed and trained security staff to monitor inventory, deter theft, and provide a safe work environment for the team resulting in a 25% reduction in pilferage.• Conducted live video surveillance to identify people, trends, and unsafe situations. • Installed and maintained security cameras in high theft areas of the store in order to react to stealing.• Researched fraudulent transactions and partnered with local law enforcement to assist with arrests.• Terminated dishonest team members which positively impacted company losses.• Communicated monthly training topics to over 300 employees, education was a form of deterrence.

• Assisted Store Managers in managing all departments and facets of operations in five different locations throughout MN and WI, including Target Headquarters in Minneapolis, MN.• Managed every department in the store, including the overnight and grocery teams.• Executive Leader of Merchandise Presentation-Responsible for visual merchandising in 5 district stores.• Drove service excellence on sales floor, service desk, checkout lanes, food service, and Starbucks. • Communicated and directed 1400 individual Team Trainers in the U.S. as the Training Team Executive: • Managed meetings, safety concerns, reduction of employee accidents as Store Safety Captain.• Coordinated and executed monthly volunteer activities successfully within the community. • Led annual inventory process and a Department of Labor Audit. • Trained new Target executives - Certified Master Trainer – Effective training helped to reduce turnover.• Contributed to developing ideas for increasing sales and product development as part of the District Sales Team.• Voted Executive M.V.P. for District 114, received numerous awards for team development, and displayed passion for positions and execution of company programs.

• Provided human-resource leadership for 8 executives, 27 department managers, and 300 employees. • Hired and on-boarded over 800 team members including completion of paperwork and new-hire orientations.• Processed weekly payroll for all hourly team members and maintained the payroll budgets.• Executed the team member performance review process for annual merit raises. • Developed and presented to headquarters a start-wage increase for all new team members, receiving approval. • Participated in numerous Job Fairs in MN and WI to attract quality applicants to Target Corporation positions.