Erica Lanier

615-***-**** adzjfw@r.postjobfree.com www.linkedin.com/in/erica-lanier-oOb133321a5

Education Leader Strategist Technology

Specialist

A relator and multi-faceted connector of people in the Greater Metropolitan Nashville, TN area. An advocate who empowers community leaders and builds confidence among individuals making changes in communities. An influential voice that brings momentum to promote positive results for vulnerable communities with volunteer groups. CORE COMPETENCIES

Process Improvement Workforce Development Community Relations & Partnerships Management & Supervision Education Advocacy Government Compliance & Regulation Organizational Leadership Budget Planning Case Management Aetna Senior Supplemental Insurance July 2020– Present Learning and Performance Division/ Lead Trainer Nashville, TN

● Provide new hire orientation training, customer service training/certification (QUEST), refresher trainings, and other supports as requested for all company divisions.

● Update and create job specific manuals and other training resources and serve as primary trainer for the Agent Services, Agent Contracting and Commissions divisions.

● Create resources and provide training internally for the Learning and Performance division. CIGNA Government Services/CGS May 2007 – March 2020 Provider Relations Research Specialist III Nashville, TN

● Oversee case management of escalated Medicare issues including preparation of cases to be forwarded to law enforcement for federal sanctions and prosecution.

● Provide education of Medicare beneficiaries and organizations providing services to those beneficiaries on issues including but not limited to billing, fraud and abuse and consumer rights.

● Lead respondent for accurate and timely response to complex telephone, written, web, or walk - in inquiries. Handles situations which may require adaptation of response or extensive research. Maintain all departmental productivity, quality, and timeliness standards.

● Initiates corrective actions, process adjustments, or perform other research to resolve inquiries. Evaluate inquiries to identify underlying causes and implement actions to prevent future issues. Coordinate with other departments to resolve problems.

● Provides feedback to management regarding customer issues. Maintain accurate records concerning issues. Follow through on complaints until resolved or report to management as needed.

● Maintains knowledge of procedures and policies. Assists with process improvements by recommending improvements in procedures and policies. Serves as CGS Durable Medical Equipment representative on contractor conference calls with the Centers of Medicare and Medicaid Services.

● Assists with the training of new employees and cross training of coworkers.

● Monitors daily multiple case workloads to ensure all metrics are met and exceeded by a minimum of 8% to maintain company contract

First Consulting Group January 2005 – May 2007

IT2 Helpdesk Analyst Nashville, TN

● Troubleshoot technical computer related issues for three health management organization systems.

● Account creation and account management.

● Dispatched technicians for equipment repair.

Sprint PCS Customer Solutions Center/Convergys July 1999– January 2005 Team Lead/Business Gold Specialist Nashville, TN

● Managed 40 or more employees including daily maintenance of employee attendance, payroll, and work performance.

● Handled escalated customer concerns for the service center including retaining customers requesting termination of service.

● Maintained business and consumer accounts including troubleshooting basic technical problems. Master of Public Service Management Cumberland University, Lebanon, TN Bachelor of Science Degree in Speech Communication and Theatre Tennessee State University, Nashville, TN Insurance Producer Life, Accident & Health License TN Department of Commerce & Insurance

● 2022-Present Homework Hotline Board of Directors In alignment with the organization’s mission participate in policy making and strategic planning. Adopt and monitor the organization’s operating budget and fundraising plan. Serve as a representative of and advocate for the organization in the community.

● 2019-Present Middle Tennessee Branch National Association of University Women President Serves as Middle Tennessee leadership to successfully implement programming serving women, youth, and disadvantaged communities in relation to educational issues and strategically partnering with allied organizations.

● 2016- 2018 Tennessee Department of Education Inaugural Parent Advisory Council Collected and shared feedback on current issues in education, district implementation of state policy, and the department’s parent communications strategies. Hosted community meetings and trainings on pertinent issues impacting students of MNPS including discipline, safety, exceptional education, and effective advocacy.

● 2007- 2015 Metro Nashville Public Schools (MNPS) Director’s Parents Advisory Council (PAC) Chair As chair, served on various MNPS affiliated committees including the MNPS calendar committee, Achieving Student Success through Effective Teaching (ASSET) community group, MNPS Charter School Review Committee, Alignment Nashville Operating Board and Parent University Committee and Parent University Communications Subcommittee.

*Partnered with the Director of Schools to increase membership of PAC to be inclusive and more representative of our diverse school district by increasing membership from 20 members to over 300 members through successful marketing strategies.

*Ongoing partnership with MNPS in ensuring information is shared throughout the district by methods including, but not limited to the website, interviews with the media, emails, and community meetings.

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