Jennie Lewis
Operations Team Lead Ii @Alma
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WORK HISTORY
Operations Team Lead Ii @Alma
Lead and coach a team of 8–10 associates, consistently driving achievement of daily, weekly, and monthly SLA goals, with 90%+ QA performance- Improved claims SLA from 28% to 98% in one year by co-managing high-volume denied claims queues, streamlining workflows, maintaining resource documentation, and iterating on performance dashboards to track and sustain progress- Built and launched a Claims Adjustment quality program (rubric design, grader training, and reporting), delivering actionable insights to leadership for coaching and process improvement- Partner cross-functionally with Customer Experience, Insurance Operations, and Product teams to enhance provider and client experience- Planned, designed, and executed a training cohort program as a project manager, including developing a training team of high-performing associates, which accelerated onboarding and supported professional growth.
EDUCATION
Texas McCombs School of Business
Bachelor of Business Administration, International Business
SKILLS
ABOUT JENNIE LEWIS
I’m an Operations & CX programs leader with 8+ years of experience building QA…
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