Shelby Bertolini Email & Phone Number

Phoenix, AZ, US

Phoenix, Arizona, United States

Responsible for the daily operations and performance management of a team of 15 call center agents. Conducted regular one-on-ones and provided development feedback to the members of my team, fostering an environment of continuous improvement and growth. Was the key gamification driver, creatively driving daily and weekly performance through games and team.

Tempe, Arizona, United States

Supervised the daily operations of all customer service teams, with 15-20 reps total. Continuously improved team culture, efficiency, and outcomes as the company continued to grow and expand in both size and scope.Implemented team and individual training programs using our in house CRMs and Microsoft office for onboarding inbound call reps. Led the week.

Tempe, Arizona

Served as an escalation point for members and my team with the ability to partner with key stakeholders across the organization.Became a lead board member of one of Oscar's Employee Resource Groups Conducted regular reviews of essential operations and workflows and identify opportunities for improvementAssisted in training onboarding employees while.

Served as a central communicator -- led team meetings, provided feedback to members of the team, and kept the team motivated and productive.Interviewed, trained, and coached incoming and established employeesInitiated and maintained relationships with different departments and clientsModerated and developed coaching plans for each team member and worked.

Chandler, Arizona

Verified insurance coverage for both new and existing patientsBecame acting lead in under one year of employment and handled all escalationsCompleted Prior Authorizations for specialty medications Processed drug/prescription cards, Major Medical, and workman’s compensation insuranceFulfilled prescription ordered for specialty medicationsFocused on team.

Tempe, AZ

Provided services as interim Team Lead (supervisory position) as neededFacilitated in creation of new training documents/workflow outlines and procedures with the corporate office to send to nationwide call centersUsed TalentCards and Coassemble LMS programs to assist trainingProcessed healthcare authorizations approved by VA Assisted health care providers.

Phoenix, Arizona Area

Created all training documents and processes for each insurance/company (12+ companies)Processed applications to obtain and renew licenses, malpractice insurance, healthcare contracts, and hospital privileges on behalf of new and existing providers as neededMaintained and update providers professional organization renewals for 75+ providers and 5+.

Scottsdale, Arizona

Worked directly with vendors to achieve an updated and complete showroom. Completed Human Resources documents, including benefits, onboarding paperwork, tax documents, etc.Implemented innovative programs to increase employee loyalty and reduce turnover.Managed the CEO’s frequently changing job arrangements and coordinated trips. Created expense reports.