Christopher Covington
Data-Centric, Forward-Thinking Head of Global Call Center Operations
- Role
- Operations Manager at CareFirst BlueCross BlueShield
- Location
- Laurel, MD, US
- LinkedIn followers
- 500 followers
About Christopher Covington
A people leader and strategic global call center operations partner who frequently…
Experience
Operations Manager
CareFirst BlueCross BlueShield
Nov 2014 — Present · Washington, DC, US
Mobilized leadership abilities to foster a standard of excellence for a service member and provider service center with 100 employees, including supervisors, across various functions+ Deduce business challenges and customer sentiment data (i.e, surveys, research insights, and reports) to develop specialized, high-touch solutions and align operations management capabilities with customer expectations and business growth objectives+ Leverage short- and long-term plans and strategic planning efforts to align budgets and operating plans; establish and develop business objectives and continuous improvement plans to cultivate performance across the service center + Direct and spearhead centralized policies to optimize a $8M operational budget, while formulating, justifying, and maintaining budget requests to prevent excess spending, reduce costs, and track critical project financial compliance+ Employ management competencies to resolve challenges for a wide range of complexities, including inventory discrepancies, safety violations, and staffing issues + Conceptualize, implement, and design structural elements (i.e, processes, systems, and action plans) and revamped and updated standard operating procedures to achieve consistency and brand standards + Deduce business challenges and customer sentiment data (i.e, surveys, research insights, and reports) to develop specialized, high-touch solutions and align CareFirst BlueCross BlueShield\'s capabilities with customer expectations and business growth objectives
Education
Penn State University
Bachelor of Science - BS, Business Administration and Management, General
Eastern University
Master of Business Administration - MBA, Organizational Leadership / Healthcare Management
Skills
- Process Improvement
- Management
- Training
- Leadership
- Call Centers
- Business Analysis
- Team Building
- Operations Management
- Software Documentation
- Public Speaking
- Program Management
- Project Management
- Customer Service
- Health Insurance
- Quality Assurance
- Change Management
- Government
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