Manager Quality

Debra K. Hill

***** ********* ***** *****: 813-***-****

Lutz, FL 33549 E-mail: ******.****@*******.***

PROFILE

Self-directed leader with demonstrated success in improving service, quality and operating efficiency. Proven

effectiveness in managing change, building teams, and quality analysis. Excellent verbal and written

communication skills across all organizational levels. Key strengths in innovative leadership, creative problem

solving, coaching and training of staff, and driving improvements in productivity and quality performance.

PROFESSIONAL EXPERIENCE

HOMEWISE INSURANCE, Tampa, FL 2008-present

Underwriting Manager

Responsible for managing a personal lines underwriting team, including managing the quantity and quality of risks

underwritten, quality underwriting processes and related services to agents and customers, associate management

and development, team building and training. Additional responsibilities include:

• Vendor management, including contract negotiation, monitoring quality of vendors, and pursuing alternate

vendors when warranted. Negotiated contract savings of $700,000 in 2010.

• Process improvement, which resulted in an additional one million dollars in revenue in the 2009-2010 fiscal

year.

• Led the transition of Louisiana underwriting function due to Texas office closure, with no additional staff

added.

WELLCARE, Tampa, FL 2007-2008

Manager, Operational Audit

Responsible for managing the performance of the contract configuration audit team, hiring and training of audit

team members, mapping and streamlining existing workflows, and development of policies and procedures to

ensure financial accuracy of operational processes. Worked effectively with operation leaders in Claims and

Contract Configuration to clarify standards and unify focus.

• Streamlined processes for auditing Medicare and Medicaid contracts for 12 states, for both Professional and

Institutional contracts.

• Through proactive communication with Operational Leadership, reduced audit appeals from 25% to 1%.

• Identified process improvements that resulted in improvements in accuracy from 88% to 98% .

CONCENTRA, Tampa, FL 2004-2006

Director, Quality Improvement and Training, Call Center

Responsible for creating and developing a multi-functional team, consisting of a national quality team, national

training department and a centralized call center to service national accounts for the Workers Comp Provider Bill

Review division.

• Developed core measures and established standard procedures across seven sites

• Hired and developed teams, including a virtual audit team located in multiple sites

• Worked with IT to define and develop a national database

• Reduced average speed of answer in the Call Center from two minutes to less than 30 seconds

USAA INSURANCE, Tampa, FL 1985 – 2003

Director, Region Quality Improvement 2000-2003

Selected by senior site management for this newly-created position, responsible for the development and execution

of a quality measurement process for the region. Supported corporate initiatives and provided ongoing feedback and

development for region management.

Hand-picked staff from diverse functional areas, and created a highly-effective, tight-knit team recognized

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as the leading team in the company.

Revamped an existing audit process into a program recognized as a “best practice” by senior claims

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management. Subsequently implemented this process across seven remaining regions within a three-month

period.

Developed specific service measurement tools to drive improvements in premium generation and account

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accuracy. Led regional service management through implementing identified changes, resulting in an

overall 45% improvement in accuracy.

Designed and executed process mapping of key auto claims function, resulting in process improvements in

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personnel and work distribution.

Served as liaison between corporate QA and regional management, facilitating the transfer of information

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between QI, QA and regional management.

Director, Insurance Operations 1998-2000

Directed the performance of a multi-functional team, comprised of seven managers and approximately 100 front-

line claims and policy service representatives.

Led the team through a significant corporate change while maintaining established performance standards,

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and creating cohesiveness within a newly formed team.

Planned, controlled and organized resources for optimum utilization to deliver appropriate claims and

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policy service.

Supported company initiatives to enhance service, control costs, increase accuracy, improve quality and

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develop employees.

Director, Policy Service 1996-1998

Directed the performance of a team of nine policy service managers and over 150 customer contact representatives

in a phone-intensive, call center environment.

Served as coach, mentor and teacher to the team, providing support and leadership to exceed established

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volume and quality objectives.

Led multiple project teams to successful outcomes, including streamlining processes and establishing work

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volume standards.

Handled recruitment, counseling/coaching, separation of employees for district and region.

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Prior to 1996, held various positions, entry-level representative to area manager.

EDUCATION/PROFESSIONAL DEVELOPMENT

Bachelor of Arts, Journalism, University of Georgia, Athens, GA

Executive Education Course – Darden School of Business, University of Virginia, Charlottesville, VA

Completed Achieving Six Sigma Performance course – University of Florida Executive Education

Active 220 License – 1986-2007; Mortgage Broker license 2007-2008; four parts CPCU completed

Experienced in MS Word, Excel, PowerPoint, Project, Visio

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