Identify providers that have opportunities to run a more efficient practice, by reducing their dependency on our telephone center, and increasing B2B transactions with us via electronic means. Reviewed scorecard data to understand internally how a provider does business with us. Conducted process reviews with the provider to understand how they do business with us from their perspective and why. Based on their business needs and our capabilities, create a tailored approach to train and educate them on better ways to run a more efficient practice, when working with UnitedHealth Group.

Direct a team of 20 Oncology Specialist successfully apply exceptional call strategy to each interaction. Utilized the DMAIC (Define, Measure, Analyze, Improve, Control ) methodology to improve current process within this specialized service model. Monitor and maintain a clear understanding of all statistical standards set for the department.

Direct a team of 15 Customer Care Professionals successfully apply exceptional call strategy to each interaction. Serve as first point of escalation for procedural and technical issues, maintain a positive work environment that supports a quality driven team, motivate, and partner with staff and other leaders (within and across sites) to develop improvements (e.g., process, quality, defect reduction, lead special projects). Monitor and maintain a clear understanding of all statistical standards set for the department. * Develop innovative development plans and solutions to increase call quality effectiveness. * Monitor provider complaints by utilizing the Insight survey results.* Track teams (WAPMO) Wrong Answers per Million Opportunities by consistent monitoring of calls, one on one development session, holding weekly meetings with the call quality team, and utilizing Qfiniti call monitoring system.* Manage team's adherence and reliability by utilizing Totalview, Mymetrics, and (CMS) Call Monitoring System.

Provide time attention and care to Hospice patients and families through the following:Campanion VisitsCaregiver SupportErrandsLife ReviewPet VistationAdministrative supportAssistance for special events and projects

Managed 20 direct reports that were responsible for acquiring new customers for AT&T Services (WorldNet, DSL, VOIP, Residential, and International).

Managed 20 direct reports that were responsible for acquiring new customers for AT&T Services (WorldNet, DSL, VOIP, Residential, and International). * Increased team's sales revenue by 12% through coaching, development, motivation, monitoring calls setting realistic sales targets, and creating sales improvement contests.* Reduced team's absenteeism percentage by 10% through the implementation of an absenteeism process and continued development/mentoring sessions.* Recipient of the VOICE Award for demonstrating corporate values.* Recipient of the True Achievers Award for demonstrating Teamwork, Innovation, Dedication to helping customers (Common Bond).

Managed 15 direct reports, including overseeing product training, service training programs, sales training, client presentations, and team building.* Increased centers sales results by 8% by creating a center wide incentive plan to increase sales, call quality and perfect attendance. * Reduced centers FCC complaints by 4% through monitoring, coaching, development and reviewing complaint reports. * Increased operational efficiency by 10% by adding additional trainers to train 75 new sales consultants, resulting in an 15% increase in sales production.