Requests
138
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171Applied by 1
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Network Power<100 people
Roles
🔥66%
Startup Founder
💸66%
Marketing
✨66%
Business Owner
Geos
🇺🇸66%
United States
Work Background
The Mighty Warriors MinistryMinister
Oct. 2023The Mighty Warriors Ministry is a faith-based organization dedicated to nurturing the spiritual and leadership qualities of Christians worldwide.
The Mighty Warriors Ministry is more than an organization; it is a movement driven by believers who are dedicated to making a difference and serving as the hands and feet of Jesus Christ.
WBG GJHSSenior Vice President Operations
Jun. 2023United States
TCLLeader
Aug. 2022United States · HybridLeadership and Coaching for Christian men retreats and conferences.
WBG GJHSVice President Operations
Jun. 2022United States · RemoteOverseeing the day to day operations for WGB.
Pear SuiteDirector Of Operations
Feb. 2022 - Jul. 2022United States
ProService HawaiiProject Manager, HOLO Card Call Center.
Mar. 2021 - Nov. 2021Honolulu, Hawaii, United StatesManage and oversee all HOLO Call Center and Service Desk operations. Responsible for assuring that the call center, which supports consumer HOLO cardholders, and service desk, which supports retail and HOLO infrastructure equipment, Additionally, served as the primary HOLO Card representative for retail and institutional clients.
• Designed and developed Key Performance metrics and reporting dashboard for the client ULU HI Tech.
• Created, wrote and Implemented 24 Standard Operations Procedures for the HOLO call center.
• Created on-going team building actives: I am, this activity aligned what we have in common with each other. • Conducted three customer service Training: Connection, Compassion and Empathy, 7 Steps to conflict resolution and customer service conversations.
• Maintained or exceeded HOLO key performance metrics for HOLO call center.
• Coached and cross-trained four agents, one back agent and one service agent.
• Created quality monitoring form and trained Sr agent to do monitoring.
• Created and Implemented agent’s dashboard for all Key Performance Metrics.
Kamehameha SchoolsManager, Student Data Support Systems
Dec. 2018 - Mar. 2021Honolulu, Hawaii, United StatesManages and oversees the student information operational reporting systems. Works closely with cross-functional teams including, but not limited to, the Na Kula Campuses and Kamalii, Information Technology Division (ITD), Hoolaukoa Educational Support Services, technology vendors and other Kamehameha Schools (KS) departments, to ensure efficient and effective reporting, data and records management, and appropriate utilization of systems in support of school management and education administration strategies.
• Manages large and complex project planning and tracking, managing scope, activity, delivery, budget and reporting to achieve KS' strategic goals. Leads multiple projects simultaneously.
• Sets policy and procedures for consistent practices across divisions
• Serves as the Application Functional Steward (AFS) and Project Owner for student information system upgrades and implementations. Coordinates training and testing for hot fixes.
• Cross-functional process mapping for the organization.
MAXIMUSProject Manager
Jan. 2015 - Jan. 2016Hawaiian IslandsProject Manager
Hawaii Health Connector Project. Responsible for delivering projects against agreed scope, budget, schedule & customer expectations. Doing this whilst coaching and mentoring, directing & motivating teams of multi-discipline contractors & employees. • Monitoring project risks and scope creep to identify potential problems and proactively
• Identifying solutions to address them in advance.
• Producing stage plans, highlight reports, risk logs, requests for change etc
• Providing strategic direction during the course of the contract stages.
• Communicated extensively with clients, sub-contractors and vendors to establish cordial/effective working relationship.
• Managed and monitored a $14 million budget, • Mentoring and coaching 75 staff & team performance.
• Implemented new efficient process using six sigma methodologies.
FirstCareDirector, Customer Service
Jan. 2009 - Dec. 2010Directed the member and provider call center operations as a liaison between clients, 5 supervisors and 65 call center employees.
Created and implemented design procedures and Quality Assurance training manual that increase efficiency within the call center operations.
Exceeded monthly KPI metrics by 15% for multiple lines of business.
Kaiser PermanenteDirector of Operations
Jan. 2007 - Feb. 2008Directed and planned the operations of 7 Kaiser Permanente Member Services departments in the Central Valley Area.
Coach and Mentor 21 Health Plan Representatives on complaints and grievances process and member benefits. Managed 2 separate budgets for the Kaiser Health Plan and for the Medical Plan Group, a $5 Million Operating Budget and approve all capital expenses.
A.C.Gibson ConsultingConsultant
Apr. 2006United StatesConsulting with a variety of Medicare/Medicaid clients on their quality assurance, enrollment, member retention, and clinical and call center operations. Projects:
Sentara:4 call centers consolidation Project.
CCG:MedCost Customer Call Center Assessment Project
Teksystems : SUD implementation project and MITA project.
Projects:
CVS Health: Completed 3 Management Projects. • Develop customer acquisition channel strategies for Medicare Part D business.
• Oversee Call Center marketing activities including strategy development, training, process improvements and on-site management.
• Act as acquisition marketing liaison for Online Enrollment Portal, consulting on copy, functionality and tools.
• Main strategist for Lead Generation project involving online, email and direct mail.
Clinical Pharmacy call center optimization and business process improvement project. • Designed and developed key performance metrics and reporting (dashboard) for Senior Leadership.
• Created a weekly and monthly staffing report that improved schedule adherence from 75% to 90%.
• Designed and implemented call volume and staffing prediction model, where the clinical operations department meet their metrics for the first time in 15 months.
IVR optimization Project. • Conducted detailed analysis of IVR call flows, IVR verbiage and prompts and IVR metrics.
• Designed potential call flow to leverage Care IVR call flow to identify member # and route to fax on demand that resulted in a 5% decrease in call volume with an annual cost saving of $140,000.
• Reduced the number of prompts, clarified IVR verbiage, improved IVR interfaces into supporting data sources that resulted in 10% improved containment rate in IVR.
eHealthTrust
• Research, analyze, developed and implemented CRM, Email, and Chat software for new HIR product launch in the Arizona market for start-up company. • Call Center marketing activities including strategy development, training, process improvements.
UnitedHealth GroupDirector of Operations
Mar. 2002 - Apr. 2006Directed the operations of the APIPA Community Relations and Member Services and Marketing departments for APIPA’s 300,000 Medicaid membership. Formulate and implemented a marketing plan resulting in an increase of community awareness in establishing and developing relationships with community leaders and organizations to position UHG’s brand for over 200 events. Administered the terms of the contract with an outsourced transportation company providing over 20,000 transportation trips monthly and to achieve Arizona’s State and UHG’s Key Performance Indicators are meet.
Analyze and developed and implemented the Six Sigma member retention program for the State of Arizona membership.
UnitedHealth GroupProject Manager
Mar. 2002 - Apr. 2006• Developed member service handbook, policy and procedure call center training manual during the RFP process for Tenncare and the Medicare Star plus project. UHG was awarded both contracts.
• Responsible for the development of the master and flow charts of the customer service and the IVR paths of the transition team of the outsource call center to UHG call center in Houston.
• Chaired monthly cross-functional business segments to identify areas of opportunities to improve quality, service and new business to our Medicare and Medicaid membership and our internal and external clients.
UnitedHealth GroupService Manager
Jan. 2002 - Dec. 2006•Administered terms of the contract with 2 outsourced call center vendor, including but not limited to P&L responsibility, KPI metrics levels, documentation standards, policy and procedure adherence, and Quality Assurance standards for members and providers calls for 3 Medicaid health plans. •Maintained open communications with key AmeriChoice plan departments and 2 outsource BPO vendors, ensuring that 400+ call center staff has access to most current benefits, contact and policy procedure information to ensure clients expectations are achieved.
•Traveled monthly to report status updates to executive leadership for 3 AmeriChoice health plans.
Public School SystemEducator
Aug. 1998 - Mar. 2002• 4 and 5 grade looping curriculum, designing and developing programs to meet the academic, intellectual, and social needs of students. • Coach the track and field team for Tumbleweed elementary of 50 students in grades 3-6.
• Developed and taught after-school science program for students in Grades K-6.
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