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NaTALY Scharf

309 Signet Court · Keller, TX  76001              nataly@gmail.com                                        cell: (817) 271-9876

Senior Operations Management

Solutions focused Senior Management professional with diversified cross-functional experience in driving productivity & efficiency improvement, superior customer satisfaction/retention, cost reduction, profit performance, and new business development.

Areas of expertise

Change Management                       Project Management                              Contract Negotiations

Process Redesign                           Lean Six Sigma                                     Team Building/Leadership

Compliance Polices & Procedures    Client Relations & Needs Analysis                

                       

Professional Experience

Medco Health Solutions (Prescription Benefit Manager) · Irving, Texas                           2006 –  2009

Senior Manager, Customer Service

Challenge:  Lead and Manage Customer Service department consisting of 4 managers, 20 supervisors, 350+ onsite and 120+ offsite customer service representatives. Drive performance measures in the areas of customer satisfaction and retention.  Complete and manage multiple projects simultaneously

Results:

Call Center:

·         Achieved 102% of Call Center Performance Metrics to drive quality, productivity, and enhanced service levels.

·         Achieved Call Quality National Key Performance Indicator of 94% against goal of 91%.

·         Project Manager for ACT (Additional Call Taker) incentive and recognition program to increase volume of enrollment calls taken during open enrollment. Resulted in 18% increase in volume of calls taken and improved customer service morale.

·         Directed real-time recognition committee and created “It’s Your Time to Shine” recognition marketing campaign to transform call center culture.

Customer Service:

·         Managed departmental, project level, and incentive program budgets to within 3% of departmental goals.

·         Reduced Presidential complaints by 10%

·         Achieved zero audit findings for customer service, risk assessment, and HIPAA compliance audits.

Leadership:

·         Reduced annual attrition rate from 76% to 41% through restructuring of new hire processes.

·         Achieved 95% compliance rating as program support owner for the Health & Safety Emergency action plan initiative.

·         Increased annual employee survey participation from 87% to 93% through creation and execution of effective movie theme marketing campaign.

Kaiser Permanente · Fort Worth, Texas                                                                             2005 – 2006

Operations Manager, Consolidated Service Center

Challenge: Manage P&L responsibility for Central Processing Enrollment and Eligibility Unit, New Groups, Group Maintenance, Document Management Center, and Electronic Data File Management.  Manage three team managers, four team leads, and 40+ team members serving 1.65 million members across five regions.

Results:

·         Reduced overall membership enrollment processing from five to three days.

·         Reduced outstanding accounts receivable discrepancies greater than 90 days from 3% to 0.8%.

·         Created and initiated internal and real time Quality Assurance process to increase overall QA scores from 97.2% to 99.6%.

·         Decreased reconciliation backlog greater than 30 days from 5% to 2.8%.

·         Project Lead for Optical Character Recognition Health Record Number project resulting in $250K cost savings.

Resume of Nataly Scharf                                           nataly@gmail.com                                                               Page 1 of 2

NaTALY Scharf

Professional Experience (con’t)

HCA HealthCare · Bedford, Texas                                                                                      2001 – 2005

Senior Operations Manager

Challenge:  Manage call center teams consisting of 35 large balance(over$10k), bilingual, and specialty unit customer service representatives with an accounts receivable portfolio of over $60 million.

Results:

·         Collected over $27 million average per year, exceeding annual goal objectives.

·         Exceeded yearly productivity goals (averaging 11%) with development and implementation of employee-based incentives, statistical analysis measurements, and change management process flow improvements.

·         Reduced operating costs from 3.9% to 3.1% bringing expenses in line with operational goals.

·         Decreased turnover from 58% to 35% through creation and execution of employee success plans, retention and incentive bonuses, Gallup Survey feedback action plans, and key competency-based interviews. 

·         Increased Customer Service levels through implementation of results-driven advance negotiation training, “LAST” impression customer service-based training, and individual coaching. Reduced patient/client complaints by 15%. Reduced process audit error rate from 5.98% to 3.14%.

·         Mentored and developed customer service professionals and management using DDI leadership skills and Modelnetics training.

·         Project manager for Corporate Charity policy and statistical SWOT analysis. Developed process flow and successfully implemented Charity process within 90 days compared to 120-day projected timeline.

Additional professional experience includes 10+ years in Operations, Sales, Training, and consulting roles in the Financial, Healthcare, and Technology industries with companies such as GE, Motorola, and Clark American.

EDUCATION/CREDENTIALS/TRAINING

MBA – Marketing

Loyola University – Chicago, IL.

BS – Marketing

University of Illinois – Champaign, IL.

Formal PMP training completed – TSI, Dallas TX  

Seeking PMP Certification – Mar/Apr 2012

Medco Lean Six Sigma Green Belt Certified

PROFESSIONAL AND COMMUNITY ASSOCIATIONS

Member, PMI, Fort Worth Chapter

Sigma Kappa Alumni, Assn.  Fort Worth Chapter

Resume of Nataly Scharf                                           natalycharf2@gmail.com                                                                      Page 2 of 2

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