Brianna Amitrano

About Brianna Amitrano

Senior Training & Performance Excellence leader with years of experience designing and scaling enterprise learning strategies for high-volume, regulated contact centers supporting Medicaid, ACA Marketplace, and public health programs.I specialize in building training systems that directly impact operational performance and consumer experience — including Quality Assurance (QA), First Call Resolution (FCR), Average Handle Time (AHT), CSAT, escalation reduction, and complaint outcomes — while maintaining strict compliance with CMS, HIPAA, and PII/PHI requirements.Throughout my career, I have led remote training organizations at scale, partnered cross-functionally with Product, Platform, QA, and Governance teams, and translated policy changes, system enhancements, and automation initiatives into practical, real-world training for frontline teams. My work bridges strategy and execution, ensuring training is not only compliant and scalable, but operationally effective.I am currently pursuing a master’s degree in clinical Mental Health Counseling, strengthening my focus on trauma-informed communication, behavioral health awareness, and empathetic service delivery for teams supporting complex and vulnerable populations.I am passionate about advancing equity, access, and quality in public health systems through thoughtful leadership, data-informed training design, and a deep respect for the people doing the work.

Experience

1. Senior Manager, Contact Center Operations and Training Excellence

   Centene Corporation

   Jul 2023 — Present

   Lead enterprise-wide training and performance excellence strategy for multi-state Medicaid contact center operations, ensuring CSRs deliver accurate, compliant, and empathetic service in high-volume environments.Designed and implemented a Global Medicaid Training Program, standardizing call flows, documentation, and escalation handling across states to improve service consistency and regulatory readiness.Partner with QA leadership to analyze quality dashboards, scorecards, complaint trends, FCR, AHT, and escalation data, translating insights into targeted training and real-time coaching interventions.Launched Workday Learning (LMS) to support scalable blended learning delivery, standardize KPIs, and enhance reporting across remote training teams.Developed real-time new hire escalation reporting, enabling immediate post-training performance support during onboarding and the first 90 days of production.Serve as training liaison to Product, Platform, and Governance teams, ensuring every system enhancement, workflow change, or policy update has corresponding training materials, job aids, and documentation.Drive change management for major platform transformations, including telephony modernization from Avaya to AWS, ensuring training readiness for system releases and operational shifts.Identify and implement AI-enabled and automation technologies to simplify call flows, improve CSR decision-making, and enhance the consumer experience.Champion accessibility, equity, and inclusion by designing training that supports diverse learning styles and high-risk populations, including foster care members.

Education

• Nassau Community College

  Associate of Science (A.S.), Criminal Justice

  2007 — 2010

• John Jay College (CUNY)

  Bachelor's degree, Forensic Psychology

  2016 — 2020

• Liberty University

  Master's degree, Clinical Mental Health Counseling

Skills

• Public Speaking
• Coaching
• Process Improvement
• Leadership
• Team Building
• Management
• Health Insurance
• Leadership Development
• Managed Care
• Account Management
• Marketing
• Customer Retention
• Customer Service
• Microsoft Office
• Sales
• Program Management
• Healthcare
• Customer Satisfaction
• Training