Deanne Werner

About Deanne Werner

Strategic technical operations leader with a passion for improving user experiences by streamlining processes, implementing new tech solutions, and configuring systems. 10+ years expertise in requirements definition, scoping projects, resource allocation, system administration, and building/mentoring high performing teams to meet business objectives. Adept at building relationships at all levels to ensure cross-functional support and solutioning.

Experience

1. Senior Manager of Platform Configuration, Conversation Platform

   Expedia Group

   Jun 2018 — Present · Seattle, WA, US

   Strategic Lead and team manager for administering differentiated experiences for over 60M contacts per year across voice, email, chat, and social media channels• Led and mentored a global team of analysts in driving cross-channel solutions that maximize the customer experience while improving business efficiency (increased self-service rates, decreased handle time, and increased resolution rates) across all contact channels• Implementation lead for Conversation Platform Console Administration, provided administrative requirements, use cases, acceptance criteria, and user acceptance testing for console functionality• Drove the design and configuration of business rules, queues, and agent roles on the Conversation Platform while leading the maintenance and decommission of legacy 3rd party voice, email, and case management tools; migrated 8500 agents/users to the Conversation Platform for case management in 2020 and the remaining 1500 agents/users Q1, 2021• Managed voice budget and invoice allocation process for number rental, line usage, voice talent, music licensing, and translations services globally• Managed COVID response with volumes exceeding existing crisis and disaster recovery plans by optimizing email and call routing to include work from home options, prioritizing imminent travel, and messaging to deflect non-imminent travel to self-service and other channels• SOX control owner, managing agent refund permission and threshold implementations and responsible for internal and external audits to demonstrate compliance with controls• Implemented GDPR regulations on third party agent tool applications; evaluated third party policies; worked with vendors to ensure vendor compliance; implemented data retention guidelines; automated Oracle archive and deletion processes; and implemented deletion process for individual ‘right to forget’ requests

Education

• Western Michigan University

  Bachelor of Arts in Liberal Studies

• Western Michigan University

  Completed 37 credits completed of 39 toward a Master of Arts

Skills

• Provider Relations
• Healthcare Management
• Business Analysis
• Business Process
• Strategy
• Medicaid
• Revenue Cycle
• Quality Improvement
• Call Center
• Compliance
• Agile Methodologies
• Healthcare Industry
• Management
• Team Building
• Visio
• Hipaa
• Healthcare
• Configuration Management
• Healthcare Information Technology
• Business Process Improvement
• Health Policy
• Performance Improvement
• Change Management
• Ehr
• Medicare
• Requirements Analysis
• Data Analysis
• Epic Systems
• Strategic Planning
• Emr
• Project Management
• Help Desk Support
• Customer Service
• Software Documentation
• Sdlc
• Security
• Health Insurance
• Leadership Development
• Managed Care
• Access