1. Elisabeth A. Mitchell
W4640 Hall Road ● Rio, Wisconsin 53960 ● 608-609-1766 ● lizmitchell66@gmail.com
PROFESSIONAL SUMMARY
 TalentedandhighlyexperiencedOperationsLeader withextensive background in the insurance, utility,
and billing industry and strong desire to learn and adapt to any and all industries fora long term career
commitment
 Pragmaticand focusingskills,ableto make seemingly impossible situations successful by managing abilities
and remaining focused in any and all situations witha go-getter mentality and the drive to build successful
teams
 Exceptional organizational skills,excelsat strategic planning and meeting goals
 Extensivecomputertraining,including knowledge of multiple networkingenvironments and business
softwarepackages such as Citrix, Cisco, Oracle, andAvaya
 Effectivecommunicationskills,bothorally and written. Proficientin MicrosoftOfficeSuite (Word, Excel,
Publisher, PowerPoint,Access, and Outlook)
SKILLS SUMMARY
Planning & Development
Business Continuity
Complex Problem Solving
Process/Performance Improvement
Communication Strategies
International Travel
Multi-Site Global Management
Budget Analysis
Quality Management
PROFESSIONAL WORK EXPERIENCE
Hewlett PackardEnterprise – Madison, WI 2015 – Current
OperationsManager,PriorAuthorizations
 Manage the corefunctions of the Prior Authorization Clerical and Clinical staff to enable cost-effective,high
quality, and efficientservice
 Recommended suggestions to improve quality, workflow,andcurrent policies and procedures
 Oversaw the day to day staffing needs of the department and adjusted assignments accordingly
 Created partnership with internal and external departments and customers to ensure optimal satisfaction
 Developed skills, improved performance, and encouraged professional growth within the team through
effectivetraining, coaching,and feedback
 Motivated, influenced, and inspired team members to maintain a high level of integrity and professionalism
in achieving individual and organizational goals
 Attracted and retained talent through effectiverecruiting and recognition programs
EPICLife Insurance/Wisconsin PhysiciansService – Madison, WI 2015 – 2015
CustomerCareOperationsManager
 Manage all areas of customer contact including Contact Center, Billing, and Claims
 Plan, implement, and manage change of core strategies and operations to improve systems and processes
 Determine customer care operational strategies by conducting needs assessments, interactive coaching,
performance reviews, and capacity planning
 Consistently interact with all levels within the organization and create a positive impression with
customers, agents, and strategic partners
 Direct successful re-engineering effortsof operations, maintain respectful relationships with staff and
manage transition with clarity and professionalism
 Meet operations financial objectives by estimating requirements, preparing an annual budget, scheduling
expenditures, analyzing variances, and initiating correctiveactions
 Develop and implement effectiveutilizationof Nortel telecommunications platform and productivity tools
 Explore opportunities to add value to the organization and accept ownership foraccomplishing new and
different options pertaining to organizational goals

2. State Collection Service– Madison, WI 2013 -2014
ExtendedBusinessOfficeOperationsManager
 Manage professional customer care operations team of 50+ to implement new business and ensure success
of existing business
 Monitored and reported all statistical data using call center technology applications including workforce
management, call routing, call center reporting, call recording, Virtual Hold, Private Branch Exchange, and
Interactive VoiceResponse
 Successfully managed multiple accountsfrom inception, including staffing, training and development, and
exceeding revenue goals for each project
 Efficientinteraction between Contact Center Operations and Client/Provider Services to ensure successful
communication between departments and clients
 Created higher call center standards by redesigning employee performance score cards to capture essential
qualities of high-level customer service
Alliant Energy – Madison, WI 2010 – 2013
CustomerServiceCenter Supervisor
 Develop and implement performance, evaluation, and process improvements of Customer Support Center
to ensure customer satisfaction while meeting service level and budget objectives
 Increased service levelrequirements by evaluating and recommending changes in department practices,
policies, systems, and procedures
 Continuously monitored statistical data using Cisco callcenter technology applications including workforce
optimization management, call routing, call center reporting, call recording, Virtual Hold, PBX,and IVR
 Performed quality audits, coaching,and training to ensure exceptional service to customers both internally
and externally
 Created and implemented home agent project to ensure customer service around the clockand reduce
annual staffing budget
John HancockLong Term Care – Milwaukee, WI 2007 – 2009
SeniorOperationsManager
 Developed and managed Long Term Care Operations of multi-site global contactcenter of 80
representatives whileensuring budget management and servicelevel agreements were exceeded
 Optimized productivity 35% through development and implementation of new procedures, policies, and
processes
 Created and managed global call center team including Boston, MA; Milwaukee, WI,and Manila, Philippines
to ensure business continuity and cost savings
 Orchestrated project with Information Technology and off-shoremanagement including training and
development to create international multi-site operations
 Earned Star of ExcellenceAward in 2008 for Business Unit accomplishments
AIG American General – Milwaukee, WI 2003 -2006
New BusinessManager
 Managed staff of 48 frontline imaging specialist and pre-screeners to ensure complete application
information was submitted for underwriting
 Consistently met departmental goals to assist in bringing company to #1 national rank
 Implemented department processes to bring department from a 72-hour turnaround to a 24-hour
turnaround
 Successfully created and implemented all communications foroff-shoreprocessing center
PROFESSIONAL DEVELOPMENT
Milwaukee Area TechnicalCollege 12/2015
AssociatesDegreeinBusinessManagement
Lean SixSigmaGreenbeltCertification 10/2012