Customer Service Support
Resume:
Anna Sivulka
Somerset, New Jersey 08873
***********@*****.***
www.linkedin.com/in/annasivulka/
SUMMARY OF QUALIFICATIONS
Technology and business director with hands-on experience in corporate and start up environments. Strategic experience in Health Care, Financial and Information Technology businesses. Proven ability to bring the benefits of Information Technology to solve business issues while managing costs and risks. Specialized in building high performing teams and developing strategies that create business value.
Proven abilities in strategic planning, project management, operational efficiency, team building and detailing project information to determine effective functions for Operations and Information Technology delivery.
Recognized thought leader and creative thinker who identifies gaps and opportunities for improving performance through people, processes and technology.
Streamlining critical processes which increases productivity and facilitates continuous growth.
Analyzes prospective customer service efforts to assess quality, efficiency and risk and makes recommendations to improve performances where needed.
Strong team leadership skills that include a capacity to motivate others to participate willingly.
The ability to deliver quality results in challenging and high-pressure situations.
PROFESSIONAL EXPERTISE
Advantage Care Physicians, Brooklyn, New York 2014-2015
Director, Patient Care Support Center
Responsible for the day-to-day management of a fast paced, service-focused, customer/patient support center. Administer of all Profit & Loss responsibilities of the support center while meeting or exceeding all performance measures and budgetary goals. Initiating, developing and managing activities in the Service Center, to assist with the needs of the business and employees.
Develops and evaluates key measures and standards to manage the business growth and to meet our goals in customer satisfaction and call center efficiency.
oStarted with 10+ minute speed to answer and 48% abandon rate. By March 1 speed to answer was at 60 seconds or less and abandons were 5-10% through June. Epic training and launch deteriorated results July through October, year ended at record level improvements.
oLead the migration of 130 agents from legacy Electronic Medical Record Systems to EPIC core enterprise system.
oLead core team in data migration and testing of migrated system data to ensure EMS accuracy.
oFacilitated end user testing and feedback to assist in new functionality and delivery to end user organization.
oInstituted EPIC quality measures for streamlined processes and end user quality measures ensuring compliance with HEDIS, URAC, et-al.
oImplemented new policy and procedures between call center and front office support units – improving overall communications and ability to manage consumer’s expectations while using inherent EPIC functionality.
Developed and maintained an energetic, high performance Support Center environment that inspire’s employee commitment.
Provides direction of all the operation managers on enhancing organization performance and career progression.
Partners with Human Resources, Training and Quality Assurance departments to develop and implement policies and programs to support the company's business strategies.
oTrained :Metrotech / Melville (240 agents/16 Supervisors)
oConnextions (110 agents/10 Supervisors)
Manages the operations financial budget to ensure profitability and setting revenue goals.
Interacts with cross-functional management teams to implement and succeed with new support launches and/or patient needs.
Enhances overall value through assessing service levels, operational efficiencies and streamlining processes to ensure that the requirements are met.
oKey team member on design and implementation of new phone system and quality monitoring system
oKey team member in negotiations with 1199 and 153 to consolidate Queens/ Long Island into call center
oRecommended and implemented key protocol changes to reduce call volume
Maintains customer needs at the forefront of all business strategies, initiatives and decision-making processes, and evaluates all actions in terms of their value to the customer.
Implemented Reward & Recognition programs that drive key behaviors and motivate employees.
Horizon Blue Cross Blue Shield of NJ, Newark, New Jersey 2012 - 2014
Director, Service Support
Provided technical and managerial leadership across Customer Service and Operations tower including Service Request (SR) Governance, Workforce Management oversight, Interactive Voice Response business strategy, web portal strategy, post call survey reporting, service division scorecards, as well as service quality metrics. Liaised with other divisions by participating in and leading delivery of enterprise-level projects and workgroups key to Horizon BCBSNJ strategic initiatives. Managed direct and indirect reports with budget responsibilities over $35M.
Reduced Service Call Center Division cost by $2.95M with cost effective and efficient system enhancements to existing Customer Relationship Management platforms.
Ensured delivery of development, production, and operational support across multiple areas delivering 100% of Service Level Agreements.
Executed Performance Guarantees saving $500K in annual penalty payouts.
Assessed business models and staffing levels, hiring plans and budget allocations, through strategic planning.
Delivered Service division reporting and scorecards; aggregated product quality, performance, call outs, and key metrics – contributing to $250K in savings.
Improved First Call Resolution 8% by focusing on center analytics and process improvements specific to call center operations.
Implemented consistent and repeatable processes that improved member satisfaction, call representative satisfaction, and efficiencies across division.
Directed cross-divisional and Enterprise-wide projects of increased complexity, size and scope.
Led and participated in internal/external workgroups or committees, maintaining business partnerships and representing department/enterprise needs.
Maintained effective internal controls over processes including financial information, compliance with applicable laws and regulations, and effectiveness and efficiency of operations.
Drove business requirements and delivery of a support solution in servicing new ACA (Affordable Care Act) product lines, resulting in conformance with legal requirements.
OptumHealth, Golden Valley, Minnesota 2008 - 2012
Senior Director, Customer Support Services
Provided expert support services to members, customers, and/or providers. Supporting leadership to and accountable for performance and direction of goals through multiple layers of management and senior level staff. Managed direct and indirect reports with budget responsibilities over $28M.
Reduced client plan year reset cost 30%, down stream impact of reducing call volume by 38%.
Increased capacity of existing environment, upgrading Salesforce.com and resulting in savings $1.8M staffing cost.
Implemented processes, reduced cycle time of repairing products by 25%, resulting in savings of $640K annually.
Improved service level agreements by 36% by ensuring timely and accurate delivery of systems.
Directed development and implementation of business requirements for Service Operation systems design, resolution of system issues, enhancements and implementation of new accounts.
Participated in securing ISO 9000 certification for support areas.
Horizon Blue Cross Blue Shield of NJ, Newark, New Jersey 1993 - 2008
Director, Systems Support 2007 - 2008
Served as technical liaison between Service and Information Systems Divisions. Enabled development of configuration, resolution of system issues, enhancements, programming, and User Acceptance testing. Oversaw coordination and delivery of Technical systems desktop support for front and back-end systems. Managed direct/indirect reports with budget of over $33M.
Ensured delivery of I/S (Information Services) support for the Service Division's mainframe systems, i.e. ERISCO (Trizetto) system, Universal Customer Service Workstation (UCSW – Siebel Applications), Consumer Driven Health and Web Membership.
Managed vendor contracts and relationships (i.e. ERISCO/Trizetto, Siebel) timely, accurate delivery of systems service that supported goals and initiatives.
Participated in contract negotiations, improving service levels by 5%.
Reduced training expense from 32 weeks to 8 weeks by implementing Universal Customer Service Workstation (UCSW).
Led documentation, investigation, coordination, prioritization, user acceptance testing, support and resolution of systems problems and enhancements for Service Division.
Served as liaison between Service Division and I.T. Division on all systems-related issues and ensured conformance with Service/ I.T. Partnership Agreement.
Managed coordination of desktop support for Service Division.
Coordinated activities for maintenance of systems files supporting day-to-day operations and processing of various systems.
Designed, developed production of system reports to support operations of Service Division.
Additional roles at Horizon Blue Cross Blue Shield of NJ:
ECRM Manager, Team Leader / Manager (Provider Services), Team Leader / Manager,
Small Employer POS Service, Corporate & Major Accounts – Service, National
EDUCATION
MACPC, Corporate and Public Communication (Specializing in Healthcare), College of Arts and Science, Seton Hall University, South Orange, New Jersey
BS, Business Marketing, Stillman School of Business, Seton Hall University, South Orange, New Jersey
TECHNICAL SKILLS
Salesforce.com, Microsoft Word, Excel, Monarch, My Health Bank, Evolution Benefits, Central Payment Access (CPA/CDH payer system)
Siebel Data Mapping, Siebel Call Center Application, Siebel Portal Applications, Siebel Analytics, Warehouse / Database experience
PERSONAL
Bilingual – Fluent in Slovak
Working knowledge of Czech, Polish and Ukrainian
References available upon request
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