Experience

• 

  Phillips Corporation

  • Colfax, North Carolina, United States

  • Senior Customer Service Manager

    • Apr 2018 - Present
    • Colfax, North Carolina, United States

    Responsible for overseeing the customer service team and ensuring seamless logistics for the company. Focused on vendor management and negotiating rates and contracts. Work with Cross-Functional team members in sales meetings and represent the customer service team.Manage all billing processes, leading a team of 10 direct reports and increasing overall Net Promoter Score +12%.Work directly with CFO to create and implement Standard Operating Processes and logistics within billing functions.Assess purchase orders and vendor payments, detect errors and take appropriate actions, resulting in discrepancy decrease from $1.7M in variances in 2021 to <$100k in 2022.Partner with cross functional leaders within other departments and personnel in billing processes resulting in an increase in overall process compliance within immediate team.Schedule and track inbound and outbound shipments valued at $8M in revenue.Negotiate rates directly with carriers resulting in the shipment of over 1,000 machines world-wide.

• 

  Aetna

  • United States
  • Wellness and Fitness Services
  • 700 & Above Employee

  • Director of Operations - North East Region

    • Jul 2012 - Mar 2017

    Responsible for overseeing the daily operations, with a focus on leading a team delivering exceptional customer service. Had a key role in setting the tone for customer interactions and ensuring the right information is provided to members at the right time.Provided strategic operations management planning, financial management, analysis, and planning for team of 12 direct reports and 400 employees.Evaluated performance, adjusted strategies and maintained agile, sustainable operations.Oversaw claim payment, rework, and member/provider inquiry processes to ensure on time delivery, including team members answering all calls within 30 seconds.Effectively implemented strategic planning initiatives and directed the delivery of quality-focused operations of provider partners across 7 states to achieve 80% satisfaction score or higher.Created partnership/action plan program partnering high achieving sites to increase site scores.Defined, implemented and revised operational policies and guidelines, in order to utilize data driven analytics into both individual and team touch points, resulting in a 98.5% success rate.

  • Customer Service Manager

    • Jan 2007 - Jun 2012

    Responsible for owning the customer service team and ensuring a positive first-line of contact with customers. Primary focus was to provide members with accurate information and assist them in making informed decisions about their health.Trained and regularly mentored supervisors to maintain overall company objectives.Partnered with 10-12 supervisors and assessed performances to determine training needs and define accurate plans for decreasing process gaps.Developed reports for both the Director and VP Operations to outline expenditures, vendor spend and forecasting.Developed and maintained strong collaborative relationships with patient management, Sales and Marketing, PSS, Underwriting, Utilization Management, and network management.Established a clear vision, set challenging goals, and motivated others to balance customer needs and business success.Attracted, selected, and retained high-caliber talent to build a cohesive and successful team.Collected, analyzed, and reported on operations information to support process, systems, and policy redesign.

  • Service Consultant Team Lead

    • Jun 2001 - Dec 2006

  • Customer Service Team Lead

    • Jul 1997 - Jul 2001

  • Customer Service Representative

    • Jul 1994 - Jun 1997

  • Processor

    • Feb 1992 - Jun 1994