6712 Timberbend Drive Louisville, KY 40229 (502)777-9325, amanda.triplett717@gmail.

com

AMANDA J. TRIPLETT

SUMMARY OF QUALIFICATIONS
Business Process Analyst with extensive experience in Service Operations and Process Improvement. Specific areas of expertise include: Customer Service Reporting and Metrics Strategic Planning Voice of the Customer Six Sigma & Lean methodology Data driven ideation Analysis of new initiatives against defined business goals Project management fundamentals Calls Process Vendor Operations

August 2011 -Present Humana Inc., Louisville, KY Business Process Analyst Provide analytical and process improvement support for offshore vendor calls operations with a primary focus of Voice of the Customer and driving customer satisfaction.

Manage the Voice of the Customer program for Provider Calls Operations. Leading vendor partners in meeting monthly and annual goals for VOC metrics through data and using root cause analysis in identifying process gaps and collaborating with businesses areas to improve the customer experience. Create adhoc and repeating reports using multiple tools and applications that assist leaders at Service Vice President and Director Level, with business decisions using visual representations. Work collaboratively on improvements to enterprise and operational processes and policies, plan associate training, and assist in implementing new or revised processes or policies. Identified skill opportunities for call center associates and work with development team on improvements to existing curriculum or creating new curriculum for training purposes. Travel nationally and internationally to vendor partner locations, assessing their business needs, consulting on business process, and providing onsite training to associates and leaders. Brings vendor partners together to collaboratively solve for issues that drive down customer satisfaction by funneling several data sources together and using Six Sigma and Lean methodologies to improve satisfaction, root cause and measure over time success or challenges. Subject Matter Expert for calls operations and calls processes on broad scoped projects. Led several Six Sigma and Lean projects that have totaled more than $100,000 in annualized savings. Builds trust and long lasting business relationships through responsibility, ownership, and open and honest communication. Conduct in person and virtual meetings for small and large audiences. Hold vendors accountable to meeting KPIs and supporting their leaders in reaching those goals. Applications and tools commonly used to perform tasks: MS Word, MS Excel, MS Access, MS Project, MS OneNote, Lotus Notes Databases, SharePoint, PL/SQL, and SAS.
December 2009 July 2011

Humana Inc., Louisville, KY Data Analyst Provided consultative services and applied analytic data analysis for Service Operations. Calls Process and Voice of the Customer were main areas of focus, with additional experience in Claims and Correspondence analysis. Produced monthly reporting for Mangers, Directors, and Senior Vice President. Planned, organized, and facilitated meetings for Voice of Customer, including development of strategic planning for improving customer experience.

Developed reporting tools in Excel and Access for team and organization. Used Six Sigma tools and methodology to solve for systemic operational issues. Developed learning materials, oversaw daily tasks, project planning and development for summer intern; guiding them through their professional experience at Humana. Gathered data from multiple sources and applied learned techniques on data analysis.

April 2008 December 2009 Humana Inc., Louisville, KY Company Contact Lead (Concierge) Point of contact for employer commercial group clients for escalated member issues such as but not limited to: enrollment, medical/pharmacy claims, and provider issues.

Mentor editor for Louisville Service Center commercial and fully insured group with a primary focus on creating and updating Benefit Grids. Maintained and reported group membership and distributed to department management. Trained on CAS and MTV Claims CRU. Highly knowledgeable on both platforms. Owner and operator of Louisville Service Center routing rules for commercial and fully insured groups. Traveled to Manila, Philippines in October 2009 as Subject Matter Expert on Provider Calls. Spent one month with HGSL Manila working with Vendor Management and their associates. Providing the Humana Education Department support beyond classroom training for the newly trained associates.

November 2006 April 2008 Humana Inc., Louisville, KY Customer Service Specialist Handled inbound Medical and Pharmacy calls: Members, Providers, Brokers, and Agents. Specializing in Level One and Level Two skilled calls.

Utilized CCP2, CIS, MTV, Argus and CAS programs. Assisted leadership with team activities and training. Maintained database for the Escalated Call Log Tasked with keeping team members updated on Mentor alerts that pertained to their role and call types.

EDUCATION
Sullivan University, Louisville, KY December 2010 - Present Major of Business Management Major areas of study include office administration, business management, finance, and law. University of Louisville - Delphi, Louisville, KY June 2007- June 2008 Medical Coding Major area of study includes medical coding and billing for physician and hospital settings.
Program was completed. September 1997 December 1997

University of Louisville, Louisville, KY Major area of study general education and theater arts. Strategic Consultancy Management Academy

July 2012 September 2013 Major areas of focus: Emotional Intelligence, Lean, Presentation skills, and Leadership Development Certification received.

Lean Leader Certification Humana, Inc., Louisville KY

Received March 2012 Major area of study included identifying waste in processes and implementing both short term and long term solutions.

Six Sigma Green Belt - Humana, Inc., Louisville, KY

Received August 2010 Major area of study included learning and implementing the DMAIC process used to reduce process defects over time.

PROFESSIONAL DEVELOPMENT
Member of the Project Management Institute for Project Management Professionals Proactive Leadership (PAL) self-study program Business Acumen SharePoint 2010 Owner & Designer OBIEE Facilitative Leadership SAS
March 24, 2012 - Present July 2012 - Present July 2012 May 2012/September 2013 June 2012 February 2011 October 2013