8/6/2019 Director, Manager, Supervisor, Trainer, Coordinator

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6414 S. Narragansett * Chicago, Illinois 60638 * 773-586-1685

SUMMARY

Management professional with over 25 years of experience in customer service (i.e. complaint resolution internal/external), quality assurance, call center management, and human resources; including hiring, training, evaluating of employees,program development and budget preparation/implementation

PROFESSIONAL EXPERIENCE

BROAD-PATH HEALTHCARE SOLUTIONSPhoenix, ArizonaCIGNA GOVERNMENT SERVICESMEDICARE PFFSNashville, TennesseeCONSULTANT 2009-2010PROJECT: Consultant for the expansion ofMedicare Private Fee For Service (PFFS) from, 60 representatives to 400,supporting Medicare (PFFS) enrollment growth from 17,000 to 110,000 inonly 2 months. Succeeded with meeting or exceeding customer metrics sincethe second week of start -up date.

* Provided direction and guidance regarding policy/procedure, quality and training needs* Monitored workflow and ensured customer service performance metrics were metutilizing Avaya, and Total View reports* Managed staff against production, quality and schedule adherence* Assisted in interviewing process and provided recommendation for permanent staff

LOYOLA UNIVERSITY HEALTH SYSTEMMaywood, IllinoisMANAGER, LOYOLA CALL CENTER 2001-2009AMBULATORY SERVICES/MARKETING

* Orchestrated development and strategic long-range planning for the merge of five medical call centers (Hospital main call center, Physician Answering Service, Central Appointment Scheduling/Registration, Physician Referral, Nurse Triage)* Directed operation of merged call centers receiving over 1.5 million inboundcalls per year* Participated in creating the organizational design for corporate vision of virtual call center* Oversaw performance and productivity of 3 supervisors, 7 nurses, and 60+ callcenter representatives* Managed 2.5 million dollar department budget* Developed training manual and departmental policy/procedure manual* Served on LUMC Emergency Management Committee and as liaison between call cen

ter and other internal departments or outside vendors* Created and monitored statistical productivity reports

BLUE CROSS BLUE SHIELD OF ILLINOISChicago, IllinoisSUPERVISOR-QI/QA COORDINATOR 1997-2000MEDICAL SERVICE ADVISORY - MEDICARE A

* Audited and analyzed processes to determine procedural quality and effectiveness

8/6/2019 Director, Manager, Supervisor, Trainer, Coordinator

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* Represented department at Underwriting & Policy Review Board (U&PRB) committee meetings* Evaluated service levels & developed system generated reports to monitor andmeasure staff (50+) performance* Developed and implemented procedures to maintain department/corporate/government standards and increase productivity* Identified and initiated corrective measures with outside vendors resulting in a 30% departmental cost savings* Managed call center operations consistently exceeding corporate standards* Served on the Total Quality Environment (TQE) steering committee

J.C. WHITNEY & COMPANYChicago, IllinoisMANAGER, CUSTOMER SERVICE 1995-1996

AAA CHICAGO MOTOR CLUBBedford Park, IllinoisMANAGER, QUALITY SERVICE CONTROL 1992-1994

MIDWAY AIRLINES, INC.Chicago, IllinoisMANAGER, CUSTOMER SERVICE 1984-1992MANAGER, SUPPORT SERVICES/SECURITYSUPERVISOR, PASSENGER SERVICE

LICENSES/CERTIFICATIONS

* HIAA/AHIP-Managed Healthcare Professional Designation (MHP)

* Illinois Insurance Producers License