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Tanya Laucirica

**** ********* **** ****** *********, WA 98663

503-***-**** ad4kjr@r.postjobfree.com

QUALIFICATIONS PROFILE

Versatile, personable, and accomplished leader with comprehensive experience in customer experience, account management, customer service, call center, staff performance enhancement, engagement, and business growth. Expert at negotiating and establishing solutions to achieve customer engagement while maintaining accordance with company goals and values. Capable of building long-term relationships with customers, employees, business partners, and other professionals toward successful business development and relations. Equipped with effective communication, facilitation, planning, and follow-through skills, as well as strong organizational and interpersonal skills. Technically well-versed with Lean Management, Six Sigma, Agile, basic web page, and other telephony systems management.

AREAS OF EXPERTISE

Oregon Health Plan Medicare Medicaid Hospice Performance Enhancement Superior Client Services Customer Experience Engagement Community Outreach & Events Volunteer Events/Volunteering Employee Events Grants Charitable Giving Campaigns Health Risk Screenings & Health Risk Assessments Building Partnerships with internal and external partners Human Resources Employee Recruitment Employee Performance Management Training and Development Quality Review and compliance Labor Laws Staff Coordination and Development Regulatory Compliance and Standards Account Management Business Development Solutions Project Management Process Optimization RELEVANT EXPERIENCE

CareOregon - Portland, OR

Member Customer Service Supervisor – Medicaid & Medicare July 2014– March 2024

• Analyzed available data to determine trends and identify performance expectations.

• Developed and updated Processing Guides and Job Aids for employee training and development.

• Conducted monthly quality reviews and performance audits.

• Managed outbound call staff and outreach campaigns.

• Developed best practices and reporting tools.

• Project Management.

• Led the 2015 United Way Campaign, raising over $20,000 in employee contributions.

• Volunteered for community events.

Hospice Care of the Northwest - Portland, OR

Office Manager June 2011–June 2014

• Spearheaded the development of employee personnel filing and tracking system.

• Directed the development and modification of policy and procedure practices and manuals.

• Partnered with Marketing and Sales to build positive relations with business partners.

• Contributed to the establishment of new hire orientation procedures and training programs.

• Managed telephone and hardware systems installation, improving efficiency and customer service. Standard Insurance - Portland, OR

Supervisor, Disability and Life Insurance March 2005–July 2010

• Provided strategic leadership to Customer Service and Administration Team.

• Ensured production and quality of all processed applications.

• Maintained compliance with COBRA and whole life insurance continuation requirements.

• Oversaw various human resources functions, including performance evaluations and coaching.

• Administered projects related to contract verbiage and renewal.

• Spearheaded the implementation of new workflow and business procedures. Page 2 of 2

Tanya Laucirica

2401 Northeast 57th Street Vancouver, WA 98663

503-***-**** ad4kjr@r.postjobfree.com

AT&T - Portland, OR

Supervisor, Collections, Customer Service, and Billing April 1995–March 2005

• Managed B2B sales, collections, and customer service.

• Supervised a team of collection and payment dispute representatives.

• Conducted quality assessments and contributed to staff improvement.

• Accomplished diverse human resource procedures, including recruitment and separations. EDUCATION

Bachelor of Arts in Business Administration, with Concentration in Human Resources American Intercontinental University (AIU), Hampton Estates, IL, 2009 Portland State University (PSU)

Couse work in Art and History 1988-1989

CONTINUING EDUCATION

• SDI Training; Introduction and Core Strengths Accountability.

• Inside Out Coaching for Breakthrough & Engagement. Knowledge Management training.

• Management and Communication Classes: Emotional Intelligence, Conflict Management, Change Management, Project Management, Customer Service, Marketing, Lean Management, Six Sigma, Agile

• Business Operations, Negotiations, Disaster Management, Safety, Workplace Issues ACTIVITIES

Provided donation for Oregon Public Broadcasting, Broadway Across America, and local homeless shelter. Actively participated in Meals on Wheels, Korman Walk for Breast Cancer, and Alzheimer walks. Offered time, cars, and money for the Humane Society while participating in various charity walks.

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