Aetna, a CVS Health Company Employee Reviews for Operations Manager

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Aetna

Service Operations Manager (Former Employee) - Washington, DC - 19 June 2018

• Reported to the divisional CEO and VP, restructured struggling care management centre of a leading diversified healthcare company with new org-structure, tools and processes. • Hired and developed 45 onsite/offshore application specialists and achieved 97% first call resolution for annual patient care management calls volume. Successfully built an onshore-offshore client support centre for establishing a 24/7 support operations with a cost saving of 25%. Transformed positive perception of business SMEs and key clients on the support centre by meeting service SLAs and transparency in incident management system through swift reporting.