Csr Lean Six
Resume:
DARRYL WHITBY
******.******@*****.***
***** ********* **********, ** *****
PROFILE
Experienced professional with a track record of achieving business goals by leading and inspiring people to attain optimal results; cultivating diverse relationships through directing and developing others while continuously improving own professional and interpersonal skills; committed to motivating people by assessing talent, measuring work, and presenting challenges for achievement.; a leader who can apply the principles of Lean and Six Sigma to deliver continuous improvement project results.
EXPERIENCE
Team Leader 1 - Blue Cross Blue Shield of Michigan – PRS March 2013- Present
Provide real-time coaching, mentoring, recognition, and development for team members by utilizing monthly one on ones, metric, and update huddles.
Successfully managed/lead PRS Pre-Authorization CSR Team by building credibility to influence performance to achieve corporate NCQA accreditation operating objectives.
Successfully partner with BCBSM Medical Review and Appeals staff by building trust and to identify and implement best practices for meeting NCQA guidelines.
Established culture of accountability and productivity within the department by demonstrating strong organizational, planning, analytical, problem solving, and communication skills.
Successfully demonstrates the willingness to make tough decisions by ensuring employees are adhering to corporate and departmental policies, practices, and procedures by utilizing the Master Labor Agreement and the accountability measures outlined by the corporation.
Demonstrated detail knowledge of BCBSM Training and Quality departments by successfully assisting with the PRS selection and on boarding of new team members.
Establish and maintain effective business partnerships with line area leaders within Service Operations such as Medicare Advantage, ISMG, KLASC, through project participation.
CSR II - Blue Cross Blue Shield of Michigan December 2010 – March 2013
Successfully provided accurate and timely servicing responses via telephone and written correspondence to internal and external customers utilizing tools such as Benefit Explainer, NASCO, IKA and Content Manager
Achieved an exceeds rating on 2012 Bargaining Unit Performance Appraisal
Promoted from CSR II, Medicare Advantage, (12/2010) to Team Leader in March 2013.
Branch Manager - Hertz Rent-A-Car – Detroit, MI October 2006 – May 2010
Led program to on-board new Branch Managers and developed performance management techniques such as providing clear expectations, measuring performance, and providing useful feedback.
Responsible for hiring staff, providing a brief and detailed on-boarding experience, and helping to further their personal development.
Achieved yearly financial goals and expanded market share within region through high fleet utilization along with an aggressive marketing strategy.
EDUCATION
Bachelor’s Degree - Business Administration, Baker College, Clinton Township, MI - Magna Cum Laude
Associate Degree - Business Tech, Highland Park Community College, Highland Park, MI Accounting Certificate, Detroit Business Institute, Detroit, MI
CERTIFICATIONS
Lean Six Sigma Green Belt, Lawrence Technical University.
Lean Six Sigma Black Belt, Lawrence Technical University.
SKILLS
Proven proficiency in current industry standard PC applications and systems e.g., Benefit Explainer, OBN, Ncompass, Outlook, Verint Tools, Microsoft Teams, One Note, Web Client, Excel, Word, PowerPoint, and MS Office Suite.
PROJECT WORKGROUPS
Service Operations, Non-Negotiable and Service Recovery Workgroup. Current
PRS, ACHT Stabilization Project- Error Proofing Workgroup. Current
Service Operations, Service Avengers Project Team. Representing Provider Relations and Servicing Department as a subject matter expert. 2019 -2021
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