Sandy Lamp
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Bio
Experience
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Angel Network
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United Kingdom
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Technology, Information and Internet
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400 - 500 Employee
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Consultant
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Jan 2018 - Present
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Humana
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United States
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Insurance
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700 & Above Employee
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Program Manager in Retail Service Operations
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Jun 2006 - Jan 2018
• Leads a team of Process Consultants and Project Managers to successfully deliver on Retail Service Operations (RSO) projects, and leads a team responsible for Digital Quality audits and dashboards, Remote Customer Care audits and dashboards, and the RSO Quality Summary Dashboard. • Providing oversight for 14 major Member Calls projects, and 11 other RSO cross-functional projects. • Working with RSO leadership and the Strategic Alignment Integration Team to develop Key Performance. Indicators and implement Process Discipline methodology across Retail Service Operations. • Successfully implemented the first RSO Mentoring Circle. • Serving as a mentor to an RSO Oversight Green Belt Team and to two students working on PMP prep. • Serving as a mentor for the Women’s Resource Network Group. • Led a cross-functional project for RSO (Maximum Allowable Fee Phases I & II) to successful completion (Improved savings by $90M). • Met all KPIs during 2016 and 1Q17. Show less
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AT&T/BellSouth
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9100 Shelbyville Road, Louisville, KY
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Project Director
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Jan 1991 - Oct 2001
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Education
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Capella University
Doctor of Philosophy (PhD), Organization and Management