Rashida Ware Email & Phone Number

Albuquerque, New Mexico, United States

Responsible for managing new hire training, up-training to claims skills sets, and assessing new hires/representatives for retention of informationDriving operational readiness training for New Hires and existing staff in benefits, claims and customer service skills. Results: Trained 588 man hours successfully with a completion rate of 80% or better.Developed training materials and testing for claims research. Results: Skill enhancement and development materials for all member and provider representatives. Classes averaged 95% pass on training.Coordinated with other departments to prepare New Hires on their specific skills. Results: Expansion of representative’s knowledge of all working aspects of the health plan and improved customer experience.

Responsible for conducting and maintaining an audit production process in collaboration with the Customer Care Center Director used to measure individual and departmental Quality performance to increase customer interaction.•Collaborative effort to create and implement new tool for quality audit process. Results: Quality scores increased from 90% to 97% averaging an increase of 10% per individual quality score. •Aided in creation of sophisticated production tool for CMS calls by tracking and auditing all incoming Medicare test calls. Results: Online tool specific to plan type with links to websites, summaries of benefits and contracts adopted by Customer Care, Sales and the Medicare team and shared across health plan. Increased member satisfaction and reduced call backs.•Constructed standard coaching tool/approach for improvement of performance. Results: Standardization of evaluation tool and action plan development process for staff based on calibration of leadership analysis.•Identifying and coaching lowest performers. Results: Monthly analysis of bottom 5 performers over 90 days showing 100% improvement. Through vigorous education and mentoring. Managing up or out.

Supervision and active coaching of service representatives for Call Center •Over site of staff quality and customer interactions for 22 employees. Results: Maintaining active presence along with interactive coaching, driving performance improvements in quality, AHT, FCR, and production. •Increased productivity through empowerment, motivation and encouragement. Results: Created positive working relationship between leadership and staff improving individual productivity by 5%. Call center average productivity increased from 89% to 95%.•Escalation authority on issues received from CEO, COO and Medicare Compliance Officer. Results: Established same day turn around for notification, immediate de-escalation of concerns and comprehensive resolutions that reduced number of complaints.

Business Administration And Management, General

Course work towards Bachelor’s Degree in Business Administration

Associates Of Applied Science, Business Administration - Management