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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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