William Hinds Email & Phone Number

• Facilitate Instructor Led Training sessions to support Case Management and Utilization Management supporting eight state health plans.• Conduct training needs analyses to determine specific training needs for department staff.• Identify, select, and develop appropriate training programs, including the selection or design of appropriate training aids.• Evaluate effectiveness of training programs, including cost and benefit analyses.• Research, analyze and recommend external training programs.• Maintain records of training activities and employee progress.• Assist in auditing work performed by staff and present findings and recommendations for areas of improvement to management.• Training Content Development using PowerPoint, Camtasia, and Articulate Storyline 360• Assist with revisions to policy and procedures and/or work process development.• SharePoint Development and maintenance for Region and Enterprise Sites.

• Delivered on departmental enrollment processing requirements for Group Employer Insurance [specific focus on small business accounts within California supporting 110, 000 individual members]. • Ensure contracted staff meets turn-around-time deliverables with enrollment processing. • Maximized efficiencies by developing a team which strategically assess the needs of the company and implemented new processes. Implemented transaction automation reducing turnaround times.• Created processes to support new privacy laws and medical dependent certification.• Ensured contracted offshore vendor met turn-around-time deliverables with enrollment processing through production and quality validations and training.• Decreased staffing needs by 23% by leveraging efficiencies and implemented new processes and cross training throughout the department.• Created, collaborated, and oversaw proper department policies and procedures were developed, updated, and published timely. Assisted the team with requirement gatherings and process documentation.• Developed quality audit team to ensure process accuracy for both contracted vendor and onshore team meets company accuracy scores of 99%. Root cause analysis was provided to close training or system gaps in processing quality scores.• Coached and trained staff on new processes and cross functional roles within the department.

With departmental expansion I was pursued to help fill knowledge and skill gaps within leadership the team. My prior experience with reporting and forecasting allowed me to positively contribute to the success of the Enrollment Department. I was also tasked with revamping the departments training to ensure learning objectives matched the flow of work. Incorporated the Tell, Show, Do, and Review instructional technique with each learning objective.• Directed the day-to-day activities of a department consisting of 84 associates in a fast-paced specialized service environment which resulted in assisting over 459,000 enrollment and fee related phone calls annually, through performance analysis and coaching.• Supported contractual requirements by ensuring appropriate staffing and scheduling needs through use of Work Force Management system for the department. • Successfully integrated TRICARE contract Change Orders into daily production and established policies and procedures through facilitated training sessions and clear documented procedures. • Improved new hire performance through clear learning objectives that matched the departments flow of work.• Met business priorities through motivating team members during personal behavioral coaching sessions, side-by-side coaching, and recognition programs.• Set departmental goals and built reporting tools to assist with associate coaching and accountability. • Retained / promoted qualified and motivated employees through performance and career related feedback and planning.• Increased productivity through collaboration on project analysis and deployment of workflow enhancements and additional reporting capabilities.

• Delivered call center metrics reporting and analysis to various levels of management, ensuring all governmental reporting is completed accurately and within allotted time.• Met Governmental contractual requirements through oversight of call center forecasting to ensure proper staffing levels and performance (Work Force Management) for a 600-agent multisite call center.• Grew revenue through support of new business lines while increasing productivity through developed and implement new processes, procedures and policies as required.• Maximized efficiencies by developing a team which strategically assess the needs of the company and implemented new processes.

Directed the day-to-day activities of a department consisting of 40-56 associates in a fast paced specialized service environment which resulted in assisting over 54,000 enrollment and fee related phone calls annually; through performance analysis and coaching.• Successfully transitioned from TNEX to T3 TRICARE contract through building a team of associates responsible for completing over 36,000 back-end operational transactions.• Through listening and providing on the spot coaching to live and recorded calls; obtained a Quality Assurance score of 96.95%.• Built a team that maintained a high Customer Satisfaction resulting in JD Power certification through fact verifying and behavioral interviewing.• Met business priorities through motivating team members during personal behavioral coaching sessions and side-by-side coaching and recognition programs.• Retained / promoted qualified and motivated employees through performance and career related feedback and planning.• Increased productivity through collaboration on project analysis and deployment of work flow enhancements and additional reporting capabilities.• Built a team that maintained a high Customer Satisfaction resulting in JD Power certification through fact verifying and behavioral interviewing.

• Managed the day-to-day activities of a team of 15-18 employees in a fast paced sales and service environment which resulted in $1,741,640 in profit for 2009; through performance analysis and coaching.• Exceed aggressive business priorities through motivating team members during personal behavioral coaching sessions and side-by-side coaching.• Helped increase quality scores, productivity, and revenue through Tell, Show, Do, and Review instructional model.• Through listening and coaching to live and recorded calls; obtained a Quality Assurance score of 92.23%.• Increased profit contribution about 15% by decreasing Average Handle Time 10 seconds through trend research and tailored coaching.• Planned and organized center sales campaigns that resulted in a 30% increase in profit and solutions• Retained / promoted qualified and motivated employees through performance and career related feedback and planning.• Built a team that maintained the highest Customer Satisfaction score of 87.09% in the department through fact verifying and behavioral interviewing.

• Managed the daily operations of banking center and 23 team members to reach 45 million share base.• Increase share profits by maintained branch cash balances and general ledgers accounts.• Increase sales 40% through on-campus marketing events, trade shows and community service.• Monitored service standards and goals, performed sales, service, and product analyses; increased sales performance by 50% within an 18 month period.• Facilitated team member training on Sales and Service program, increasing sales by 35%.• Built a team that maintained a Member Satisfaction score of 98% through side-by-side observation and coaching.• Retained and promoted 75% of employees through performance and career related feedback and planning.• Maintained / Exceeded Center Transaction, Sales objectives by forecasting staffing needs and cash management.• Developed procedures for companywide Safe Deposit Rental and Security.