Manager Quality

Axis Residences, Mandaluyong

City

091******** I adid8g@r.postjobfree.com

Professional Experience

SERVICE DELIVERY MANAGER, Revenue Cycle Management, Cognizant Technology Solutions, Manila, Philippines, Dexcom and Bolder Healthcare Solutions (June 2019 - Present)

Manage goals, objectives, overall performance and revenue and customer profit % of 2 accounts. Prepare invoice and manage billable headcount

Lead/support continuous improvement efforts for processes, tools, metrics and trainings based on ongoing experience, process metrics and feedback from stakeholders

Drive strategy, key policy controls, process metrics and integration with other functional teams to effectively work on WFH set-up.

Provide coaching and feedback to multiple Support resources

Build operational and administrative report which are used to publish to stakeholders both onshore and offshore.

Review capacity and volume.

Bring initiatives for people development and engagement as we transitioned to Work From Home set-up.

OPERATIONS MANAGER, Clinical and Service Operations, Hinduja Global Solutions, Manila, Philippines, Cigna (October 2017 – May 2019)

Manage goals, objectives, overall performance and budget of 2 lines of business.

Lead/support continuous improvement efforts for processes, tools, metrics and trainings based on ongoing experience, process metrics and feedback from stakeholders

Drive strategy, key policy controls, process metrics and integration with other functional teams

Provide coaching and feedback to multiple Associate Managers

Build operational and administrative report which are used to publish to stakeholders both onshore and offshore.

Review capacity and volume

Bring initiatives for people development and engagement

Prepare invoice and manage billable headcount

OPERATIONS MANAGER, Account Setup, Accenture, Manila, Philippines, HCSC (September 2013 – September 2017)

Manages day to day operations of Account Setup for all Non-Regulated Small Group and Regulated Small Group including review and resolution to issues in the which deals with group set-up.

Transitioned Account Setup process onshore to offshore.

Handles capacity for the whole Plexus team.

Assisted in finding the right headcount and capacity at the time the function starts to become operational.

Created Operational Excellence materials.

Build all operational and administrative reports which are used to publish to stakeholders both onshore and offshore.

Business Advisor, a consultancy responsibility which aims to boost innovation ideas and produce synergy between functions.

Interacts with US clients on a daily basis.

Manages associates and team leads as direct reports. Provides performance management.

Engagement Lead for Provider and Membership cluster

Accomplishments:

- FY15 A-List Awardee (Agila Award). Top 1% Business Operator of Accenture Manila population.

-Smoothly Transitioned Account Setup from onshore to offshore with no issues tied to it.

-Brought headcount to increase from 16 the 1st year to 81 HC for the following 8 months as clients were impressed including VP who visited Manila how we lead and operate things in Manila.

-Engagement Champion for FY15 which resulted to increase in the overall LIFE engagement score.

-Build the structure for operational and administrative work in Account Setup. The whole 9 yards.

-Gather 29K cost savings for the clients last FY15

-Went through 3 peak season and no issues on SLA nor operations from my span.

-Created all OPEX materials for Account Set-up. Passed 90-day assessment. Capable to Gen 4 rating for OM assessments.

SR. SUPERVISOR, Commercial Claims, Accenture, Manila, Philippines, HCSC (May 2013 – August 2013)

Manage day to day operations of Commercial Claims specific to Illinois and New Mexico states, including review and resolution to issues in the which deals with provider and member claims

Handle 2 states with 26 associates, including support roles which aim to exceed SLA and KPI targets set by clients.

Interact with client onshore and counterparts in India on work-related agenda.

Provides performance coaching and career path discussion with direct associates.

Initiates Performance Management

Build Operational Excellence for my span

SUPERVISOR, Enrollment Eligibility, Accenture, Manila, Philippines, CIGNA (May 2011 – April 2013)

Manage day to day operations including review and resolution to issues in Eligibility function which deals with enrollment and maintenance for each member of the account.

Handle 3 functions with 70 associates, including support roles which aim to exceed SLA and KPIs and create ideas to help improve the processes.

Interacts with clients onshore and partners in Chennai, India via call on work-related agenda.

Provides career development, coaching, feedback and other performance management initiatives to direct associates.

Manages learning and development capability for the entire Eligibility team. Tracks and enrolls participants to ACN and CIGNA-offered training courses for growth and improvement of their skills and competency.

TEAM LEAD, Structure - Billing Function, Accenture, Manila, Philippines, CIGNA (June 2009 – April 2011)

Managed 3 functions: Billing Installation, Billing Reconciliation and Structure Analyst Teams

Managed Billing Installation deals with rates/fees per benefit option and sends pre-invoice to the clients. Structure team which deals with account group-setup

Working collaboratively with team members to meet set goals and ensure compliance to Accenture policies

Send client and administrative reports.

Communicates with Onshore counterparts via phone and email on work-related matter.

Accomplishments:

-Received People Developer award for the first quarter of FY11.

-Received commendations from clients and recognized as CIGNA Champion.

-Received Best Team Lead awards for 4 months in 2010; 2 months in 2011

-Received Best Team awards for the June and September 2009 and January, February, April, May, June and December 2010.

-Teamed up two functions together as one group. Cross trained some of the analysts for another process.

-Events Council Lead, managed to organize Tower and Project wide Anniversary parties, Christmas parties and other activities which keep employees’ engagement intact with the project aside from managing operations.

PROCESS TRAINER, Accenture, Chennai, India, CIGNA (Feb 2009 – May 2009)

Trained Indian analysts from the Core of the process to hands on execution.

Trained Chennai Team Lead to play his role and be able to run the operations smoothly.

Monitor their progress on Quality scores and Productivity.

Handled Refresher trainings and additional back up trainings as support to process retention. Cleaned up the process deck.

Built the whole Structure process operations in Accenture, Chennai, India.

Accomplishments:

-Received commendations from US - onshore counterparts, Senior Exec, Unit Leads and Managers for a smooth transition of work. No single negative feedback was raised about the training. Timeline of the training was followed as scheduled.

-Quality scores and Productivity of Chennai analysts are always met.

SENIOR QUALITY AUDITOR, Accenture, Manila, Philippines, CIGNA (January 2006 – January 2009)

Conducts inspection of processed ePros, BPCs and ID Card Releases to determine

Accuracy.

Provides desk level coaching if required by production

Communicate with onshore counterparts via phone and e-mail.

Ensure that individual/team quality and productivity meet or exceed SLA targets

Conducts training to new hire employees

Provides Final Quality Score reports as used for Internal SLA results.

Produces Production and Quality Reports for the team ( e.g. First Pass quality, Error

Trending and Root Cause Analysis, etc...)

Distributes items or workload to all auditors

Direct Point of Contact for all escalations/issues raised by onshore and offshore.

Cascades all new Structure processed provided by onshore folks to the members.

Assists in new hire training key training modules

Assists in cross training, remedial training and newly migrated business training

Accomplishments:

-MVP recipient for the months of January, April, May, June and September 2007. In 2008, was awarded for months June, September and October.

-Individual Excellence Awardee for December 2007, January, February, March 2008 and May 2009

-Point of Contact for the whole Quality and Training Team for 3 functions: Billing Reconciliation, Billing Installation and Structure Quality Teams

-Team Captain from August to December 2007

-Led the Quality Hour, meetings and team huddles

-SLAs for quality and productivity for Structure Quality team consistently exceeding the target.

-Trained the last 3 auditors assigned to Structure back in 2007

-Cross-trained to audit 3 functions in the project.

OTHER ACCOMPLISHMENTS

Events Council Lead in Denali and Great Place to work council member in AHABS

Hosted Accenture Kick Off Party FY ’10 at Le Pavilion, Pasay City, October 2010

Hosted the Accenture Kick Off Party FY ’09 at Silver City, Tiendesitas, September 2008

Conducted trainings to Project Denali for Data Privacy, Ethics and Compliance and

ISMS.

Produced Operational Excellence materials for Structure Team.

Facilitated town hall events for Employer Services Project

Education

CENTRO ESCOLAR UNIVERSITY, Mendiola Manila

Bachelor of Science in Psychology, 2005

GOOD SHEPHERD CHRISTIAN SCHOOL, Mandaluyong City

High School, 2001

GOOD SHEPHERD CHRISTIAN SCHOOL, Mandaluyong City

Elementary, 1997

Chris Elijohn Pimenta

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