Experience

• 

  Anthem, inc.

  Dec 2014 - Nov 2021

  As an Operations manager, I acted as a mentor, leader, trainer, and collaborator. I was responsible for providing oversight to customer service staff for member services and upskilled claims associates. I also served as a mentor/partner to team leads (Operations Experts). I was responsible for establishing departmental policies and procedures. My primary duties included administration, audits, compliance, projects, hiring, training, coaching, counseling, and evaluating performance. It was my privilege to have a sustained collaboration with my esteemed peers, contributing significantly to the successful functioning of the OE Member Help Desk. My responsibilities encompassed an array of roles including, but not limited to, coaching, peer review, and performing call audits. My commitment extended to assisting with the creation of job aids and fostering synergistic relationships with business leads and partners across multiple sites.

  • Operations Manager

    Jul 2019 - Nov 2021

  • Operations Expert/Service & Operations SME (subject matter expert) New Hire Trainer

    Dec 2014 - Jul 2019
• 

  Elevance health

  Nov 2018 - Jul 2019

  Interim manager for the operations experts (team lead escalation help desk)

  In my role I was instrumental in the recruitment, training, and coaching of new team leads. Amongst my key responsibilities were conducting peer reviews and call audits. I was tasked with analyzing work processes, playing a crucial role in mediating differences within leadership, and proficiently de-escalating potential conflicts. Furthermore, I exerted my expertise in designing pertinent training materials and actively collaborated with key business leaders.

• 

  Elevance health

  Nov 2021 - now

  Business change manager

  In my present role, I collaborate closely with Leadership to recognize and enact a diverse range of projects, programs, and strategies that are instrumental in achieving business unit and overarching enterprise objectives. A key part of my responsibilities involves identifying prospective issues, assessing project charges, and defining scopes. Furthermore, I spearhead initiatives to establish best practices and ascertain the parties impacted, crucial business partners, and the resources that are required. I am involved in the development and design of processes and systems that cater effectively to business needs. A pivotal facet of this role involves devising methods to consolidate functionalities and streamline processes. Show less