Angela Crane's Executive Resume

1. ANGELA BENJAMIN CRANE
7291 Orkney Ave N
St. Petersburg, FL 33709
angben9803@msn.com Cell: (813) 629-7223
SUMMARY
Executive with established experience in account management, processing, call center, and
financial services industries. Dynamic leader with proven strengths in client, vendor, staff,
quality, and project management. Successful track record managing both domestic and
international cross-functional teams.
PROFESSIONAL EXPERIENCE
HEALTHPLAN SERVICES, Tampa, FL 2010 to 2017
Director - Enrollment Services
Managed client relations, quality, volume forecasts, staffing, and service level requirements for many of
the company’s largest carriers including Blue Shield California, CIGNA, Coventry, Florida Blue, and
Humana. Oversaw daily billing and enrollment functions for portfolios in excess of 500k members.
• Spearheaded billing error project that systemically identified billing and coverage history gaps.
This project resulted in the improvement of the error rate from 25% to 5%, and a 15 FTE
headcount reduction.
• Daily management of client relationships, including account management team, contractual
deliverables, attainment of SLA’s, and additional change requests.
• Managed domestic and international vendor relationships with responsibility for daily operations
functions.
• Directed the quality control functions of the department, including call, processing, and fulfillment
auditing.
• Implemented auditor coaching program for quality improvement and weekly executive listening
program. These programs resulted in a 3% improvement of quality scores for the year.
• Strategic planning for Affordable Care Act implications and impact to current business model.
• Consistently plan staffing and training for multiple carriers, including periodic increases for Open
Enrollment periods.
• Partnered across business lines for the implementation of the Coventry and Ameritas Tailored
accounts.
• Implemented a more formal monthly review process across carriers, initiated peer recognition
program, created a comprehensive interview package, and implemented a Management
Development Program for new leaders.
SIGNATURE REALTY ASSOCIATES, Tampa, FL 2005 to 2010
Real Estate Sales Associate
Executed the purchase, sale, and rental of residential properties. Negotiated short sales. Researched
housing market trends. Participated in training courses for industry trends and improvements.
CHASE CARDMEMBER SERVICES, Tampa, FL 1991 to 2005
Assistant Vice President - Merger Integration and Quality 2004 to 2005
Managed, coordinated and executed merger integration projects specific to Collections, resulting in $25
million in expense reduction for the new organization. Led process reviews to identify gaps and
opportunities for improvement initiatives for the national Collections organization.
• Partnered across business lines to discover best practices, and implemented them into the
merged organization. Organization encompassed 6 domestic sites, as well as operations in
Canada & India.
• Communicated change across the network. Projects included Tampa Site Closure, E-Pay
Integration, Resource Optimization, Supervisor Span of Control, Security Administration
Procedure Documentation, and Customer Assistance Team.
• Led cross-functional team in identifying, correcting, and preventing credit bureau reporting
errors.

2. • Developed customer experience scorecard, risk assessment ratings, and customer contact
survey for Collections.
Assistant Vice President - Collections Manager 2000 to 2004
Managed staff of Supervisors with responsibility for 100+ Collectors. Levels of delinquency ranged from
the 30 days delinquent credit card portfolio, with monthly outstandings in excess of $1 billion, to the 120
days delinquent portfolio with monthly outstandings averaging $55 million. Managed the Transition Unit
with responsibility for new hire training and continuing education for the Collections department.
• Led Six Sigma teams for Improving Delinquency Resolution and Leadership Coaching Strategy.
• Consistently maintained staffing, productivity, and pure flows to meet or exceed the monthly
Capacity Plan requirements.
• Participated actively in National Strategy sessions to ensure consistent calling strategies across
all sites.
• Successfully managed the professional development for direct reports as well as the members of
their staff.
Assistant Treasurer - Treatment Program, Quality Assurance, and Collections 1991 to 2000
Responsible for the refinance program (Flex Pay) for the Site’s delinquent credit card
portfolio. Managed the Quality Assurance staff for the Collections department.
Coordinated the recruiting and training efforts for the department. Insured attainment of
service level agreements through successful staff management.
• Managed the Quality Assurance Program for the site. Insured compliance to federal, state &
corporate guidelines. Coordinated training opportunities for staff.
• Trained over 280 Collectors on the flex pay application and approval process. Use of the
product reduced the delinquency on accounts and increased profits to the business.
• Managed the automation of the flex pay product and coordinated the re-training effort, which
increased the use of the product and decreased the turnaround time for approvals from 2 days to
a matter of hours.
• Created a consistent tracking process for the 5-site operation to provide analysis of submitted
applications.
• Coordinated recruiting of temporary employees to assist with the upcoming system conversion.
This involved scheduling interviews, extending offers, and establishing training for the group.
• Managed the upgrade to the on-line payroll system and password administration database.
WACHOVIA BANK & TRUST, Greenville, NC 1984 to 1991
Dealer Credit Manager
Managed lending and collections for the Sales Finance department. Facilitated relationships with
network automobile dealerships and the bank.
EDUCATION
East Carolina University, Greenville, NC
Bachelor of Science in Business Administration
Major: Finance
Proficient in Excel, Word, PowerPoint, and NICE
Working knowledge of Calabrio, Access and Project
Six Sigma Green Belt Certified