Kristi Tobin

Experience

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  Limited Brands

  Aug 2013 - Feb 2014

  Sales Leader

  Responsibilities included: coaching and developing associates, modeling good selling behaviors, running 2 hour sales segments, leading and executing floor sets. Managed product quantity and quality and made key decisions during my sales segments that impacted sales. Executed the planning preparation and execution of floor plan changes and continually accomplished such with exceptional results in less than the time allotted by the company. Modeled and trained associates in good selling behaviors. Continually had the most positive customer service reviews by making sure I addressed each customers needs and helped them to find exactly what they were looking for. Show less

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  Healthways

  Feb 2014 - Nov 2016

  Developed and presented training around Motivational Interviewing, engagement strategies and call quality which lead to increased overall health coach competency.Spearheaded a project analyzing the success rate of current colleague development plans which identified best practices and process improvements. Effectively partner with management team to develop, lead, and engage a team of 20-30 colleagues. Highly proficient in using conflict management, de-escalation and problem solving techniques and conversation strategies to resolve conflict with my team and customers. Able to create an engaged and competent team through communication, humor and empathy.Participated and presented in sales tours and Q&A discussions that have led to new business partners for the company. Show less Created and executed strategies that increased the amount of vendor referrals for a 6 figure generating contract. Partnered with the account management team to present results during vendor integration meetings with clients. Facilitated team Gallup conversations and activities leading to Q12 engagement score of 4.73(of 5) Effectively coached members by utilizing motivational interviewing and the behavioral change theory to decease ambivalence, problem solve and create sustained behavior change. Partner with members to identify risks and develop realistic steps to action in order to improve overall health and well-being. Show less

  • Coach Operations Team Lead

    Oct 2015 - Nov 2016

  • Health Coach

    Feb 2014 - Oct 2015
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  Sharecare

  Nov 2016 - Aug 2018

  Coach Operations Manager

  Provided operational management by coaching, developing, and engaging a team of front line colleagues. Acted as subject matter expert while working alongside account managers to meet contract performance guarantees. Completed call quality reviews monthly to assure coaching sessions are conducted per program protocol, call guides and HIPPA regulations. Identified trends in call quality scores and implemented strategic trainings which increased overall team call quality by 7.5% over a 4-month period.Mentored a team of 20 on site and remote health coaches along with supporting the enterprise’s additional 300 customer service personnel, clinicians, and health coaches. Optimized team productivity through analysis of KPIs and strategic roll out of new initiatives and ideas to engage the population and drive behavior change. Organized and partnered with each of my team members on monthly 1on1 sessions to talk through monthly successes and create a plan for future skill development. Utilized Salesforce and SAP for customer relationship management. Facilitated weekly collaborative case review sessions with coaches to help derive strategies to work with specific clients, improve coaching skills for behavioral weight loss and maximize weight loss success for members. Developed a manual with the Organizational Development team for the optimization of quality and ongoing training of the operations managers and health coaches. Partnered with the data product analytic team for the 18 month enterprise platform migration to identify technology needs, strategize, and implement changes for a seamless customer experience. Show less

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  Comunidad de madrid- Ministerio de Educación de Madrid

  Sept 2018 - Jun 2021

  English Second Language Teacher

  Teach English as a second language to over 200 adult and child students in a bilingual school setting. Use multiple teaching methods such as multiple intelligences and blooms taxonomy. Motivate students through crafting custom tailored learning plans to achieve success on their Cambridge English exams. Plan and implement lectures, interactive discussions, and hands on learning in English, Science, and Arts with a focus on oral presentation. Develop personalized curriculum for students and create documentation for bicultural learning. Developed and presented trainings for over 50 educators in the bilingual system in Madrid, Spain. Show less

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  Optum

  Oct 2021 - now

  Promoted to this senior position based on performance review.Develop and track projects based on client need from conception to completion.Improved forecasting to meet client contract obligations for escalations team through analysis of KPIs and development of a data dashboard in Power BI.Coordinate with contracting agencies and maintain communication and strong relationships for continuedsuccess with onboarding and hiring.Improved new hire reporting for the maintenance of accurate HR records by creating a standard masterspreadsheet in excel that linked to all new hire documents to ensure efficient and aligned communication across finance, operations, training and leadership teams.Manage 22 direct reports Show less Promoted to a hybrid position of escalations operations supervisor over a risk adjustment medical coder team and project manager for training and client relations.Increased the Escalation Team’s efficiency and production rates by 40% within the first 3 months through strategic analysis of KPIs and metrics to develop process improvements and identify gaps in training which lead to a decrease in required overtime while continuing to align with organizational goals and objectives.Partnered with senior operations leaders to identify hiring goals based on forecasting and coordinated with contract agencies to hire and fill training classes using SAP Fieldglass. Successfully hired over 1500 medical coders in 2022 with a 98% pass to production rate and on track to hire 1200 more coders in 2023.Created new hire supervisor process and documents to support the new hires through onboarding, training and transition to production teams. Current process improvements have decreased idle time spent between training and moving to production environment by 15%.Lead and facilitate a monthly training series for supervisors by collaborating with senior leadership to help support employee engagement, retention and understanding of best practices and standard business procedures. Show less Provide operational support to medical coders through monthly 1on1s, development of goals, coaching to KPIs, and data analysis. Organize and partner with each of my team members on monthly 1on1 sessions to talk through monthly successes and create a plan for future skill development.Develop processes for transition of coders to new products and teams along configuring new hire profiles and documents. Manage and maintain excel files for daily distribution of metrics includes creating advanced excel formulas. Show less

  • General Manager

    Jun 2024 - now

  • Senior Business Process Analyst

    Jun 2023 - Jun 2024

  • Escalations Operations Supervisor

    May 2022 - Jun 2023

  • Operations Supervisor

    Oct 2021 - May 2022