Experience

Elevance Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director Financial Operations, Payment Integrity

  • Mar 2023 - Present

• Manager Senior Financial Ops, Coordination of Benefits

  • May 2022 - Mar 2023



Anthem, Inc.

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Manager II Financial Ops, Coordination of Benefits

  • Nov 2020 - May 2022

• Manager I Financial Ops, Coordination of Benefits

  • Apr 2017 - Nov 2020



Bank of America

• United States
• Banking
• 700 & Above Employee

• Assistant Vice President Operations Manager

  • Apr 2013 - Apr 2016

  Recruited, hired, and trained 60 new employees for the areas of Senior Political Figure Outreach and Deceased Estate and Specialty Servicing.Increased productivity by 40% while simultaneously reducing head count by 15% to allocate to other campaign efforts. Mentored, coached, and trained 21 team members. • Establish, implement and communicate key performance metrics for assigned departments. • Ensure assigned departments maintain full compliance of policies, procedures, service level… Show more Recruited, hired, and trained 60 new employees for the areas of Senior Political Figure Outreach and Deceased Estate and Specialty Servicing.Increased productivity by 40% while simultaneously reducing head count by 15% to allocate to other campaign efforts. Mentored, coached, and trained 21 team members. • Establish, implement and communicate key performance metrics for assigned departments. • Ensure assigned departments maintain full compliance of policies, procedures, service level agreements, efficiency and exceed departmental goals. • Maintain adequate staffing to meet forecasting needs to include recruiting, scheduling, training, attrition, inventory management and bi annual and annual performance reviews • Handle all escalated calls not able to be resolved within the staff and provide a timely resolution for the customer. • Conduct call listening sessions with staff to ensure call quality procedures are executed in an effort to improve the customer experience, to promote collaboration and share best practices.

• Officer Team Manager II

  • Feb 2011 - Apr 2013

  Mastered intricacies of the process flow within each department, as well as in the areas of employee development, coaching, quality calibrations, and leading top performers to exceeding performance expectations. Assessed and trained personnel for promotion to cross-functional operations. Led regular stand-up meetings, events, and continuous improvement projects with measurable goals. Enforced culture of lean manufacturing and continuous improvement while providing operational… Show more Mastered intricacies of the process flow within each department, as well as in the areas of employee development, coaching, quality calibrations, and leading top performers to exceeding performance expectations. Assessed and trained personnel for promotion to cross-functional operations. Led regular stand-up meetings, events, and continuous improvement projects with measurable goals. Enforced culture of lean manufacturing and continuous improvement while providing operational leadership. • Coordinated closely with quality control to ensure 100% call quality and customer experience KPI’s are met. • Implemented root cause and corrective actions to remove production constraints and improve product quality, service level and customer satisfaction with mortgage loan modification, originations, underwriting and short sales. • Defined performance standards, delivered routine training and coaching to direct reports to include inventory pipeline management. • Set future targets by reviewing performance outcomes for sales, collections, backoffice and general customer service campaigns. • Maintained and enforced safe and clean working environment at all times. • Maintain an continuous recognition program to reward associates for their contributions and maintain employee morale

• Credit and Collections Specialist

  • Jan 2010 - Feb 2011

  Serviced inbound/outbound calls regarding delinquent credit card accounts. Assisted customers with setting up payment arrangements in the form of payment plans,settlements and general pay offs. I serviced accounts that were 30, 60, 90, 120 and 180 days delinquent. I served as the point of contact in my manager's absence and routinely conducted peer to peer coaching sessions and skill transfers to improve the overall performance of the team.



West Corporation

• IT Services and IT Consulting
• 700 & Above Employee

• Group Operations Manager

  • Sep 2005 - Jul 2009

  Led meetings with department executives and drafted action plans for the review of project status and proposed changes. Defined project deliverables and monitored status of tasks. Managed day-to-day tactical and long-term strategic activities within the business. Planned, coordinated, and oversaw daily operations of organization. • Delivered status reports to stakeholders for budgeting and planning purposes. • Conducted cost, schedule, contract performance, variance, and risk… Show more Led meetings with department executives and drafted action plans for the review of project status and proposed changes. Defined project deliverables and monitored status of tasks. Managed day-to-day tactical and long-term strategic activities within the business. Planned, coordinated, and oversaw daily operations of organization. • Delivered status reports to stakeholders for budgeting and planning purposes. • Conducted cost, schedule, contract performance, variance, and risk analysis. • Ensured deliverables were within budget, on schedule, and of superior quality. • Create career development and training for subordinate managers to enhance their skill set, improve overall performance and opportunity for growth. • Audit coaching, development, training, and process implementation completed by supervisory staff to assigned associates. • Champion new initiatives and process implementation designed to improve departmental performance.

• Operations Supervisor

  • Sep 2003 - Sep 2005

  Managed a team of 200 plus FTE which included 10 Team Leaders with teams of 20 associates each who serviced AT&T suite of products. These front-line associates were multi-skilled and service inbound calls for collections, sales, general customer service and technical support. In addition to the operations space, I also partnered with our training department to ensure our training curriculum was conducive to operational demands. I partnered with our Human Resources department during the… Show more Managed a team of 200 plus FTE which included 10 Team Leaders with teams of 20 associates each who serviced AT&T suite of products. These front-line associates were multi-skilled and service inbound calls for collections, sales, general customer service and technical support. In addition to the operations space, I also partnered with our training department to ensure our training curriculum was conducive to operational demands. I partnered with our Human Resources department during the recruiting and hiring process to ensure we hired the best candidates for the role.I worked closely with our client services team regarding contract requirements, budgeting, and special initiatives that were line group specific.

• Customer Service Representative

  • Mar 2003 - Sep 2003

  Serviced inbound calling for several different campaigns under the West Corporation umbrella. These call types consisted of data entry regarding product orders and required upsells for additional product offers. I assisted with product training with the new hire class and onboarding the new associates as they entered production. I also served as the Team leader in my manager's absence.