Amanda Smith

Experience

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  MeadWestvaco

  Sept 1999 - Dec 2004

  Support Center Lead

  MeadWestvaco Dayton, Ohio – Corporate OfficeService Center Lead Managed all aspects of the Service Center functional area including process improvements, staff hires/performance/terminations/schedules and vendor/consultant relationships  Worked with senior management to evaluate and manage Key Performance Indicators while ensuring customer satisfaction Worked cross-functionally to drive systems and process improvements Implemented and managed many morale building programs/events 9/6/1999 — 12/10/2004Chillicothe, Ohio – Paper DivisionIT Analyst Responsible for working with all levels of internal clients on IT related issues, ensuring completion to the client’s satisfaction Responsible for managing consultant/vendor relationships Responsible for ordering and managing all IT inventory for the location including cellular devices Responsible for assisting with company-wide SAP implementation- Show less

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  Dealer Specialties

  Dec 2004 - Sept 2005

  Tech Support and Customer Support Manager

   Responsible for all aspects of the Technical and Client Support functional area, including staff management Worked with senior management and cross functionally, including with franchisees, to manage process improvement projects; increasing efficiency, performance, and client satisfaction Responsible for creating, implementing and supporting all processes and systems surrounding incident management.

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  Luxottica

  Oct 2005 - Apr 2017

   Responsible for developing and strengthening relationships with various provider constituent groups, while serving as key contact for specific providers. Develop programs and communications in collaboration with other Luxottica divisions designed to strengthen relationships with providers and help them fully utilize EyeMed as a strategic asset, while driving share of Luxottica product. Develop tailored programs and training targeted to provider constituent groups Participate in Network Management, Provider Recruiting and Trade Show Management. Show less  Responsible for managing, planning and facilitating cross-functional strategy meetings for incoming requests and for large company wide projects. Gain understanding of and use innovative thinking as well as Six Sigma concepts in walking business owners though creating and improving business processes. Responsible for creating, packaging and presenting all documentation associated with a project. Responsible for using the knowledge and project documentation in presenting to Vice President and above leadership to gain approval for implementation at the completion of a project. Show less  Manage all aspects of Client Service Support for the operational functional area administrative processes Work with senior management to drive systems/process improvements in all functional areas to meet EyeMed’s customer service vision Responsible for managing complex, cross functional projects and solutions for EyeMed clients as well creating/gathering data for analysis and delivery. Participate in cross-functional strategy meetings for incoming request for proposals. Gain understanding of and use creative thinking to counter with many EyeMed standard performance guarantees versus custom as requested. In addition this knowledge is portrayed to executive leadership in gaining the approval for non-standard performance guarantees Show less  Managed all aspects of Hard Copy Membership, Fixed Fee Billing and ID Card Processing functional areas, including staff management Managed relationship with ID Card vendor Worked with senior management and cross functionally to manage the annual ID Card budget, Key Performance Indicators and to drive systems / process improvements Worked with File Bound vendor to move Hard Copy Membership from paper processes to an automated solution. This removed storage costs as well as allowed for workflow flexibility for times of differing volume. This also allowed for employee flexibility, allowing work from home privileges, which increased morale Show less  Managed all aspects of Hard Copy Membership, Fixed Fee Billing and ID Card Processing functional areas, including staff management Managed relationship with ID Card vendor Worked with senior management and cross functionally to manage the annual ID Card budget, Key Performance Indicators and to drive systems / process improvements Worked with File Bound vendor to move Hard Copy Membership from paper processes to an automated solution. This removed storage costs as well as allowed for workflow flexibility for times of differing volume. This also allowed for employee flexibility, allowing work from home privileges, which increased morale Show less

  • Provider Relations Manager, Lead Recruiter

    Jul 2016 - Apr 2017

  • Business Improvement Manager

    Jul 2015 - Jun 2016

  • Operations Services Manager Reseller and Commercial Clients

    Mar 2014 - Aug 2015

  • Operations Services Manager

    Jan 2011 - Mar 2014

  • Manager Of Operations HC Membership & ID Cards

    Jan 2010 - Jan 2011

  • Supervisor, Hard Copy membership & Fixed Fee Billing

    Oct 2005 - Jan 2010
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  Anthem, Inc.

  May 2017 - Oct 2018

  Manager II Customer Care - Medicare STARS Concierge

   Responsible for providing oversight of customer service staff.  Responsible for establishing departmental policies and procedures.  Prepares and communicates information to appropriate parties regarding programs, procedures, changes and government mandated disclosures.  Serves as mentor to lower leveled managers  Serves as subject matter expert for other areas of the company as well as within the department Has accountability for deliverables of a third party or vendor  Manages multiple functions requiring unique sets of knowledge and has significant fiscal accountability over and above routine people/equipment costs Develops and manages annual operating budget  Assigned to special project work consistent with the role and as dictated by the needs of the business  Audits to monitor efficiency and compliance with policies  Prepares specialized reports  Hires, trains, coaches, counsels and evaluates performance of direct reports Show less

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  Self-employed

  Nov 2018 - now

  Stay at home puppy mom