Tairuna Brown, MBA, CSA

**** ***** ***** *******, ** 30032

acek4x@r.postjobfree.com mobile 770-***-****

CALL CENTER OPERATIONS & HEALTH CARE INSURANCE EXPERT

Results oriented Operations Manager with multiple years of demonstrated

experience recruiting, employee relations and benefits, performance

management and multi lines health care experience. Skilled at building

relationships and effective communications with management and employees at

all levels. Dedicated to continuous learning and developing a culture of

Internal and External customer service. Solutions Expert for high

performing teams to improve efficiency, profitably and service level

results.

*** 2012 CEO and Executive Choice Award Winner Call Center Leadership-B2B

Sales National Account Winner

Call Center Management Workforce Management

Group Enrollment and Billing Staffing and Scheduling

Change Management Health Care Management

(including Medicare)

Process Improvement Team development and

leadership

RFP Generation Full Life Cycle Recruiter

Pre & Post Sales Presentations for Major National Accounts

EDUCATION & PROFESSIONAL DEVELOPMENT

PhD, Information Technology, Walden University (in progress)

MBA, Technology Management, University of Phoenix,

BBA, Human Resources Management, Georgia State University

Professional Certifications:

2011 Certified Senior Advisor (CSA)

2002 Professional- Academy for Healthcare Management

2013 Certified Customer Service Professional

Summary of Professional Training:

Change Management Seminar, 2012

HIPPA/HITECH Security and Awareness: 2010

Long-Term Care, Part II (Financing) 2010

Customer Service Strategies for the Health Care Environment (2010)

Leave of Absence Refresher Course (FMLA/ADA): 2003

PROFESSIONAL EXPERIENCE:

Liberty National, Pensacola FL Jan2014-June 2014

Sales agent for Worksite Business Program across NW Florida

Marketed and Sold all Life and Health products to qualified businesses

Set up Section 125 Cafeteria plans and educated employers and employees

about Tax advantages

CHCS Services Inc 2008-Dec 2013- Pensacola FL

Director Enrollment and Billing April 2008-April 2009

Vice President, Customer Contact Center April 2009-December 2013

Managed and directed the overall strategic management of Call Center

Operations for CHCS Services, Inc. with primary emphasis on achieving the

objectives and consistently improving performance and the customer

experience for multiple call campaigns simultaneously.

Led Call Center Operations for US based and Off shore call centers

.Managed call center productivity goals by effectively balancing call

activity and staffing resources utilizing CISCO Phone system and related

tools for call management and QA

. Responsible for daily supervision of exempt and non-exempt call center

staff: including recruiting, interviewing, hiring, and training employees;

planning, assigning, and directing work; appraising performance; rewarding

and disciplining employees; addressing complaints and resolving problems.

Reviewed and prepared historical trend data analysis to determine the level

of daily call activity with workforce management team

. Ensures long-term client satisfaction by adhering to and exceeding

monthly service levels for TPA/3rd Party clients as required per contract

. Oversaw and managed new phone system releases, changes and upgrades

Reviewed contract language and recommended changes to ensure smooth

implementation of equipment and software

Monitor and manage the resource allocation, timelines and execution plans

for related projects within the department

Ensured all new systems and software are implemented to maximize

departmental efficiency and effectiveness

Partner with Strategic Initiative Team Leads to successfully execute action

plans

Communicate and provide status updates on projects to Senior Management

Team

Work with other departments to define KPIs for success; measure the

progress of overall initiatives

. Suggest and lead plans for talent acquisition projects and gap analysis

projects

. Managed cross functional talent acquisition plans and was SME for large

hiring projects

. Partners with Training and Quality Assurance to ensure adherence to

policies/processes as regulated by departmental guidelines and HIPAA

. Ensured supporting managers followed laws and guidelines related to FCC

and OFCCP

HCA-Atlanta, GA

Manager, Underpayments Resolution (Feb 2008-April 2008)

Manage a team of Underpayment Associates in the PSA Center

Assure underpayment discrepancies are collected timely and accurately

Perform/Oversee QA for all department functions

Screen, Interview/Oversee training of all new associates

Review Productivity on an ongoing basis

Manage performance review process and coach/counsel accordingly

Conduct Monthly Staff Meetings

WellPoint- Atlanta, GA

Manager, Enrollment & Billing, Large Group Billing (2002-2007)

Manage Team of Enrollment and Billing Specialists responsible for all

General Accounting, Forecasting, Fixed Assets and Cash Management

activities.

Managed the staff selection and hiring efforts for the Enrollment & Billing

departments in order to ensure appropriate skills and attitudes were

demonstrated to support key account services.

Evaluated and determined development programs to train and motivate

employees, which resulted in increased production and quality.

Facilitated training workshops to communicate company policies and

procedures to provide the highest levels of teamwork, customer satisfaction

and achievement of company goals.

Developed and distributed online surveys to ensure associate concerns and

suggestions were documented

Designed and created new orientation package and facilitated new employee

sessions to include safety and security computer assisted training.

Developed internal audit controls (SOX) to support compliance programs and

corporate operational requirements

Maintained working knowledge of various benefit plans including Medicare as

it related to corporate billing policies and procedures

Meet with the client or broker's risk management team to establish service

expectations.

Coordinate service delivery; specify and resolve service issues as they are

foreseen or arise.

Worked as a partner with the underwriter to meet customer expectations and

mutually develop the renewal plan.

SPHERION Corp, Atlanta, GA

Technical Recruiter 2000-2001

Primarily responsible for selecting Technical Resources to fill needs of

IBM Global Services Unit

Full Life Cycle Recruiting functions included understanding requirements,

desired skill sets, advertising, identifying candidates, and qualifying

candidates, validating candidates' experience through reference checks and

the Technical Interview.

Negotiated compensation and benefits packages (including relocation and

per diem allowance)

Delivered employment offers coordinated pre employment screens and

paperwork.

Worked directly with hiring managers to acquire successful Technical Human

Resources for short term and long term technical contracts.

CIGNA Healthcare of GA. Atlanta, GA

Claim Service Manager 1990-2000

Managed Team of Thirty-Five Claims Health Care and Benefits Claims

Processors who were responsible for processing Group Health Insurance

Claims with both Speed and Precision (includes complex HMO Financial

arrangements)

Responsible for multiple aspects of management and supervisory

functions including but not limited to:

Developing employees from trainees to Senior Claims Analysts, all staffing

and selection of my unit including administrative support oversee training

classes, balancing staff with other units. Supporting other teams when

necessary (supporting Call Center located in-house), cross training

employees when appropriate. .

Interviewing, Hiring, Evaluating, Promoting, Disciplining, Motivating

employees and monitoring adherence to all company policies, including

attendance, security, production and quality results

Responsible for Major Account Financial Guarantees and Direct Service to

Clients primarily in the Southeast United States

Implemented Work at Home -Telecommuting Program for Employees

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