Tracy L Yannuzzi's Email

Results oriented operations sales/service manager and project leader with a demonstrated experience in operations start-ups and turnarounds for profit and non-profit organizations. Proven success in managing and building high performance teams, delivering quality results while improving efficiencies. Known for high energy, passion and commitment. Keen focus on balance between exceeding customers’ expectations while achieving strategic and financial objectives.

Director, Operations Management @ Responsible for the strategic direction of Aetna’s Medicare customer relationships and business operations. Manage vendor contracts and provide oversight for inbound and outbound programs. Responsible for quality coaching and auditing programs designed to improve performance and customer satisfaction. Manage the writing, approval and distribution of all formal communications, policies and procedure for all Medicare member contact staff. - Selected to serve as the lead for the Aetna/Coventry Medicare member experience integration team. - Own the CMS OEV process and represented Aetna as the lead during CMS formal audit. - Responsible for reporting and analyzing data that impacts Complaints to Medicare; first call resolution and customer satisfaction. - Develop processes to improve performance and work with site managers to implement. - Led a strategic systems upgrade project with a net savings of $4.1 million. - Managed over 400 outbound campaigns to improve the member experience and customer loyalty. - Managed over 800 policy and procedure and 500 communications. - Designed and instituted a Centers of Excellence (COE) concept of customer service to improve customer satisfaction and first call resolution. - Responsible for Medicare division to be compliant with internal and federally mandated reporting, turnaround times and deliverables. From April 2006 to Present (9 years 9 months) Director-Member Experience @ Member and Provider Call Center: -Managed the day-to-day activities for all member and provider call center with a $7million budget. -Responsible for delivering all contract guarantees and service standards for Federal and private groups. -Responsible for all internal and external audit preparations and follow-up. -Instituted incentive programs to improve morale and quality standards. This resulted in the department receiving the highest quality results achieved for the Division, since its inception. -Facilitated weekly process improvement team meetings to ascertain opportunities for improvement and develop best practices to increase efficiency and improve the customer experience instituting 52 or 75% of all suggestions received. -Instituted bilingual speaking VRU functionality. -Built a customer problem resolution and Group Benefit Administrators team in 2004, resulting in annual volume of 40,000 correspondences and phone calls which were resolved in 4.3 days. -Managed employee Health Care information for the entire company. Enrollment and Billing -Responsible for all group, non-group and Chip/aBasic enrollment activity for over 600,000 annual enrollments. -Responsible for delivering all sales contract guarantees and service standards. -Responsible for the reconciliation of $21 million in monthly health care premium payments. -Developed all production processes to ensure that BCNEPA met and exceeded the standards governed by Blue Cross/ Blue Shield association and State guidelines. -Decreased cash on hand from $19 million to less than $5 million over a three month Training/Quality Assurance/Complaint Appeals and Grievance/Implementation Team: -Managed all formal training tool development and delivery for over 200 claims and customer service staff at all levels. -Managed the Pennsylvania Insurance Department formal complaints, appeals and grievances process for BCNEPA. From September 2002 to April 2006 (3 years 8 months) Marketing Consultant: Small Business Campaign Manager @ 4/2000 to 9/2002 Marketing Consultant: Small Business Campaign Manager -Managed all phases of Fleet’s Telephone Banking small business inbound and outbound sales and service campaigns and new initiatives -Responsible for call volume and FTE forecasting; developing scripting and serving as the Small -Business subject matter expert for the Training and Communications departments; supported on-line account openings. -Served as project lead to improve the customers experience for Fleet’s most valuable business customers. -Served as project lead for the re-branding the small business service/ sales telephone number- -Introduced new processes to improve on-line telephone banking application process. -Set-up outreach program to businesses impacted by 9/11. -Served as the liaison for telephone banking to all areas of the Bank interested in using the telephone as a channel of choice. 1993 to 4/2000 Group Manager-Business Banking -Built inbound/outbound call center for our nation’s 8th largest financial institution. -Managed day-to-day activities for a call center, which served 450,000 business accounts. -Developed processes to sell credit, services and products via telephone. -Developed policies and procedures for all areas of the call center. -Instituted a problem resolution function to decrease turnaround times to ensure a quality customer experience. -Sold over $151 million in credit in the first six months of operations. -Created a virtual business site for commercial customers; Doubled VRU usage; Created a formal processes for sales and service. -Developed a quality assurance system for maintaining a high level of agent performance. -Awarded the opportunity to develop and operate a specialty queue for the top 10% of Fleet’s commercial clients who accounted for more than 90% of the banks’ profits. -Awarded the Fleet Business Professional Award of the year. -Recognized in “Your Business” magazine for most improved company to handle business inquiries. From 1995 to September 2002 (7 years)

Master of Business Administration (M.B.A.), Marketing/Marketing Management, General @ Wilkes University From 1989 to 1991 Bachelor of Science (B.S.), Marketing @ Kings College From 1983 to 1987 Tracy L Yannuzzi is skilled in: Strategic Planning, Public Speaking, PowerPoint, Microsoft Excel, Project Management, Operations Management, Quality Assurance, Data Analytics, Six Sigma, Process Improvement, Training, Management, Sales, Program Management, Strategy