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PROFESSIONAL EXPERIENCE
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Unit Collections Manager 2007 to 2010
[SallieMae] Student Assistance Corporation, Indianapolis, Indiana -
Managed $50 million in monthly collections and oversaw 20 default prevention col
lectors actively pursue delinquent borrowers, averting numerous defaults and the
reby assisting schools in lowering their default rate.
* Ensures compliance with all applicable policies, procedures, laws, and regulat
ions to ensure that established corporate, client and divisional goals were met
and exceeded.
* Provided performance coaching and implemented strategies for career developmen
t
* Analyzed team and individual goals and statistics; developed and proposed stra
tegies, policies and procedures that ensured effective and efficient operation o
f the activities within my direct reports and the department at competitive leve
ls.
North and Central Region of Indiana Field Member Services Supervisor 2002 to 2
006
[United Healthcare Group] AmeriChoice, Indianapolis, Indiana -
-
Responsibilities included: Managing up to 20 Benefit Advocates in a north & cent
ral state region.
* Acted as liaison between Benefit Advocates and other departments, outside agen
cies, and OMPP: Office of Medicaid Policy and Planning, FSSA, or MCO representat
ives.
* Analyzed team and individual statistics; prepared reports
* Devised and implemented incentive programs to improve stats while maintaining
QA
* Trained team and peer supervisors on new program information and policies
* Collaborated with other Regional Supervisors to develop and implement departme
nt goals, objectives and procedures in accordance with program objectives and MC
O contractual responsibilities
* Recruit, interview, hire, and train new Benefit Advocate staff members.
Indiana & Kentucky Beneficiary Assistance Customer Service Supervisor/Specialist
(PROMOTION) 1998 to 2001
[Anthem] AdminaStar Federal, Indianapolis, Indiana -
Acted as team lead for Indiana & Kentucky Part A and Part B Beneficiary Assistan
ce Department.
* Oversaw all daily activities of Customer Service representatives.
* Performed quality audits and other unit CPE measurements.
* Analyze team and individual statistics; prepared reports.
Customer Service Representatives III 1998 to 1998
[Anthem] AdminaStar Federal, Indianapolis, Indiana -