Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosa Anderson

Raleigh

Summary

Results-oriented analyst with a proven ability to manage and dissect large volumes of information. Proactively identifies and addresses potential issues in operations, workflow, and production by uncovering trends that significantly impact business success. Expertise in leveraging data-driven insights to enhance decision-making processes and drive operational efficiency. Committed to delivering actionable recommendations that foster continuous improvement and support organizational goals.

Overview

12
12
years of professional experience

Work History

Analyst

Cigna PepsiCo Evernorth CareNav+
09.2024 - Current
  • In this role I work from home as a virtual Customer Service Advocate. I handle a large call volume and assist callers with various insurance related issues and conflicts. I manage several internal software systems daily and maintain detailed charting and documentation. I provide tailored care and service per the CareNav+ model.
  • Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
  • Created and managed project plans, timelines and budgets.
  • Generated reports detailing findings and recommendations.
  • Gathered, organized and input information into digital database.

Customer Service Representative

Cigna USAA CareNav+
09.2023 - 09.2024
  • In this role I work from home as a virtual Customer Service Advocate. I handle a large call volume and assist callers with various insurance related issues and conflicts. I manage several internal software systems daily and maintain detailed charting and documentation. I provide tailored care and service per the CareNav+ model.
  • Responded to customer requests for products, services, and company information.
  • Recommended, selected and helped locate and obtain providers based on customer requests.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Customer Service Representative

Cigna
07.2022 - 09.2023
  • In this role I work from home as a virtual Customer Service Advocate. I handle a large call volume and assist callers with various insurance related issues and conflicts. I manage several internal software systems daily and maintain detailed charting and documentation.
  • Recommended, selected and helped locate and obtain providers based on customer requests.
  • Sought ways to improve processes and services provided.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Promptly responded to inquiries and requests from customers.

Operations Specialist

Comfort Keepers Mid Atlantic
05.2020 - 09.2020
  • Responsible for the effective administration, coordination, and presentation of Elmcroft’s resident services training and development programs. I am also responsible for assuring adequate and appropriate staffing of the community nursing department to meet the needs of the residents based on budget, census, and as may be directed by community leadership. I held this role until our branch was closed.
  • Collected, arranged, and input information into database system.
  • Devised and implemented processes and procedures to streamline operations.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Maintained database systems to track and analyze operational data.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Created and managed project plans, timelines and budgets.
  • Generated reports detailing findings and recommendations.
  • Gathered, organized and input information into digital database.

Memory Care Coordinator/Assisted Living Coordinator/CNA

Sunrise Senior Living
04.2013 - 01.2019
  • Work individually with a high level of independence and initiative. Plan, organize, and prioritize work effectively, manage multiple tasks and concurrent issues. Schedule and supervise 50-75 employees to assignments and clients. Think critically, be flexible and solve problems. Maintain productive and collaborative work relationships. Maintain excellent interpersonal and communication skills with the ability to communicate clearly, organize ideas logically and concisely and present ideas clearly, both verbally and in writing. Review and edit sensitive materials and maintain confidentiality. Assume a positive role as the senior manager. Develop strategies to maintain strong client experiences and ensure that excellent client services are being delivered. Effectively use Microsoft Office Suite applications. Screen, interview, hire, and place qualified employees with new assignments.
  • Coached and trained newly hired employees to promote knowledge of responsibilities and position requirements.
  • Conducted tours of facility to prospective residents and families.
  • Monitored daily delivery of quality services, which promoted high level of satisfaction among families and residents.
  • Communicated effectively with family members on regular basis regarding care, issues and overall health of loved ones.
  • Recruited and hired highly talented individuals bringing great skills and passion to work.
  • Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Communicated with patients, ensuring that medical information was kept private.
  • Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
  • Created customized care plans, working with hospital staff and families to assess and meet individual needs.
  • Developed, improved and implemented policies to optimize costs, care, and satisfaction of both employees and residents.
  • Evaluated team performance and care quality.
  • Scheduled all assignments and managed requests for time off.
  • Ordered supplies according to budget limitations and expected use levels.

Education

BA - Business Management with a concentration in Healthcare Management

Strayer University
Raleigh, NC
06.2022

Skills

  • KPI analysis
  • BI dashboards
  • Trend modeling
  • Trend forecasting
  • Process enhancement
  • Incident reporting
  • Presentation building
  • Corrective action planning
  • Process improvements
  • Continuous improvement
  • Critical thinking
  • Documentation and reporting
  • Microsoft office
  • Policy improvements
  • Information gathering
  • Business intelligence
  • Preliminary conclusions and recommendations
  • Complex Problem-solving
  • Bookkeeping
  • Report preparation
  • Time management
  • Deadline adherence
  • Data research and validation
  • Decision-making
  • Workflow Analysis
  • Financial accountability
  • Analytical thinking
  • Issue identification
  • Data interpretation
  • Performance tracking
  • Attention to detail

Timeline

Analyst

Cigna PepsiCo Evernorth CareNav+
09.2024 - Current

Customer Service Representative

Cigna USAA CareNav+
09.2023 - 09.2024

Customer Service Representative

Cigna
07.2022 - 09.2023

Operations Specialist

Comfort Keepers Mid Atlantic
05.2020 - 09.2020

Memory Care Coordinator/Assisted Living Coordinator/CNA

Sunrise Senior Living
04.2013 - 01.2019

BA - Business Management with a concentration in Healthcare Management

Strayer University

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Rosa Anderson