DEC '21 - Present
Operations Assistant Manager │ Blue Shield Of California, Redding, CA
- Led and mentored a team of 8 claims processors, coaching and critiquing them on company SOPs of production, quality assurance, and client performance guarantees
- Provided informational and directional support for all 30 members of the department
- Initiated a culture shift from individual performance to collective team collaboration in a remote environment
- Led the initiative to rethink production tracking and designed and implemented a spreadsheet to calculate and track individual and average team production
- Established, maintained, and improved accurate inventory reporting
- Reduced the department's aged high dollar claims inventory subject to performance guarantees from 50% to 0% by restructuring work distribution procedures, leading to reductions in penalty payouts
- Liaised between management and subordinates to resolve complaints or grievances.
- Coordinated operations and activities within and between departments.
- Provided coaching, feedback, and support for third party vendors
AUG ‘17 -DEC ’21
Customer Services Concierge Support, Advanced │ Blue Shield Of California, Redding, CA
- Equipped and trained entry-level staff
- Reviewed contracts between Blue Shield and medical providers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Achieved Production Quota of 107%
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Tested desk level procedures and provided feedback used to implement procedural changes
- Prepared and presented reports
FEP Claims Intermediate Processor │ Blue Shield Of California, Redding, CA
- Partnered with corporate leadership to implement programs for employee engagement
- Maintained high level of production through digital transformation of company's system
- Provided constructive feedback to third-party vendors
Volunteer Manager Of The Adoration Project │ Bethel Church, Redding, CA
- Created and led a church small group of 15 songwriters
- Licensed intellectual property through CCLI
- Coordinated local outreach worship nights resulting in approximately 50 consistent attendees
- Marketed and performed original music each month
- Created, organized, and led an international ministry trip to Ireland
- Used Social Media to promote fundraisers, local events, and musical releases to target audience
- Networked with domestic and international partners to determine trip itineraries
- Created plans and communicated deadlines to ensure projects were completed on time
Band Manager For Acquire The Fire Live │ Teen Mania International, Garden Valley, TX
- Used Social Media for consistent branding and messaging
- Coordinated logistics among the touring band, ministry offices, and volunteering host homes and churches
- Budgeted band's credits and debits
- Networked and communicated cross-culturally in 40+ states and 3 countries
Logistics Specialist │ Innovative Logistic Concepts, Lima, OH
- Reviewed contracts for brokers, customers, and carriers
- Collected and recorded Bills of Lading
- Invoiced customers and brokers
- Created system for recording and tracking driver mileage
Operations Assistant Manager │ Blue Shield Of California, Redding, CA
- Led and mentored a team of 8 claims processors, coaching and critiquing them on company SOPs of production, quality assurance, and client performance guarantees
- Provided informational and directional support for all 30 members of the department
- Initiated a culture shift from individual performance to collective team collaboration in a remote environment
- Led the initiative to rethink production tracking and designed and implemented a spreadsheet to calculate and track individual and average team production
- Established, maintained, and improved accurate inventory reporting
- Reduced the department's aged high dollar claims inventory subject to performance guarantees from 50% to 0% by restructuring work distribution procedures, leading to reductions in penalty payouts
- Liaised between management and subordinates to resolve complaints or grievances.
- Coordinated operations and activities within and between departments.
- Provided coaching, feedback, and support for third party vendors
AUG ‘17 -DEC ’21
Customer Services Concierge Support, Advanced │ Blue Shield Of California, Redding, CA
- Equipped and trained entry-level staff
- Reviewed contracts between Blue Shield and medical providers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Achieved Production Quota of 107%
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Tested desk level procedures and provided feedback used to implement procedural changes
- Prepared and presented reports
OCT ‘14 - AUG ’17
FEP Claims Intermediate Processor │ Blue Shield Of California, Redding, CA
- Partnered with corporate leadership to implement programs for employee engagement
- Maintained high level of production through digital transformation of company's system
- Provided constructive feedback to third-party vendors
AUG ‘14 - AUG ’20
Volunteer Manager Of The Adoration Project │ Bethel Church, Redding, CA
- Created and led a church small group of 15 songwriters
- Licensed intellectual property through CCLI
- Coordinated local outreach worship nights resulting in approximately 50 consistent attendees
- Marketed and performed original music each month
- Created, organized, and led an international ministry trip to Ireland
- Used Social Media to promote fundraisers, local events, and musical releases to target audience
- Networked with domestic and international partners to determine trip itineraries
- Created plans and communicated deadlines to ensure projects were completed on time
AUG ‘12 - AUG ’14
Band Manager For Acquire The Fire Live │ Teen Mania International, Garden Valley, TX
- Used Social Media for consistent branding and messaging
- Coordinated logistics among the touring band, ministry offices, and volunteering host homes and churches
- Budgeted band's credits and debits
- Networked and communicated cross-culturally in 40+ states and 3 countries
AUG 11' - Aug '12
Logistics Specialist │ Innovative Logistic Concepts, Lima, OH
- Reviewed contracts for brokers, customers, and carriers
- Collected and recorded Bills of Lading
- Invoiced customers and brokers
- Created system for recording and tracking driver mileage
