Laura C. Goulart

**** ******* ******, ********** ** 40205

502-***-****

ad3zib@r.postjobfree.com

PROFESSIONAL EXPERIENCE

HUMANA INSURANCE INC.

Provider Quality Engineer/Service Quality Data and Reporting (5/2016 - Present)

- Generate comparative analyses.

- Build internal and external reporting and data visualizations.

- Using data to find actionable insights for process improvements.

- Database design and development.

- Error identification and trending.

Medicare Contact Center Support Analyst / Process Consultant (8/2010 – 5/2016)

- Generate comparative analyses.

- Development and implementation of process improvements.

- Ad-hoc reporting.

- Create reporting structures.

- Problem solving through data extraction and analysis.

Service Operations Front Line Leader/Medicare (8/2008 - 8/2010)

- Manage staff of 8-15 associates.

- Provide side by sides, one on ones and daily coaching to drive improvement in individual performance.

- Completed Lean initiatives to create a more cost efficient and timely processes including process development

mapping and implementation.

- Assisted in the creation/ implementation of multiple tracking standards/ forms for individual and team usage.

- Monitored/ coached for departmental and company wide standards on an individual associate and team basis.

Service Operations Production Lead/Medicare (7/2007 - 8/2008)

Customer Care Specialist/Medicare (11/2005 - 7/2007)

BED BATH & BEYOND INC.

Customer Service Lead (2002 -7/2007)

- Customer Service phone services.

- Trained new hires.

FISHERY INC.

Customer Service (2000 -2002)

- Front line customer service (orders and cashier).

EDUCATION

Bellarmine University - Bachelor of Arts, English December 2004

ACCREDIDATIONS AND TECHNICAL SKILLS

Six Sigma Certified Lean Leader October 2010

Six Sigma- Green Belt Certification In-process

EDW/Data warehouses, Access/Excel/MS Office proficient, SQL/PLSQL, Power BI

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