Daniel Pratt has over 10 years of experience in operations management and personnel leadership roles. He currently works as a Service Operations Supervisor for Aetna, where he oversees a team that handles over 1,500 customer calls per day. Pratt ensures high quality customer service, monitors employee performance, and improves processes. Previously, he held a management role at M&T Bank and has an MBA from Liberty University.

1. Daniel W. Pratt, M.B.A.
2715 High Street Cell: (717) 903-0911
Grantham, PA 17027 daniel.w.pratt@gmail.com Home: (717) 766-8361
Operations Manager experienced in all elements of personnel management. Led multiple
teams through significant transitions within a growing Fortune 500 company of nearly 50,000
employees. Excellent planning, and analytical skills. Managed up to 20 direct reports.
 Written & Oral Communication  Reporting & Analysis
 Coaching & Mentoring  Inventory Management
 Staffing & Recruitment  Process Improvement
EXPERIENCE
Aetna Inc. (NYSE: AET), Harrisburg, PA (CONFIDENTIAL) 2008 - Present
The world’s second largest health insurance provider with $55 Billion in revenue, offering group
and individual health plans as well as supplemental plans for Medicare and Medicaid members.
Service Operations Supervisor (2008-Present)
Responsible for providing leadership and guidance to a multi-skilled team of phone
representatives and claims processors in order to provide outstanding service to Aetna members
and healthcare providers. Monitor and coach employee performance and ensure employee
compliance with federal and corporate guidelines.
 Maintains phone service levels of at least 75% of calls answered within 30 seconds for ten
separate phone lines carrying up to 1500 daily calls through efficient staff monitoring via
Avaya phone software.
 Ensures phone quality goal of at least 97% is achieved by observing and grading individual
representative’s phone calls.
 Helped turn around a representative struggling with low production by creating and
administering a custom improvement plan.
 Maintains smooth operation of the call center by monitoring staff attendance and coaching
those who consistently miss attendance expectations.
 Encourages representatives to pursue internal development and upward mobility through
customized skill-path and development plans.
 Maintained timely and open communication with direct reports during the acquisition of
Coventry by Aetna by holding regular team meetings.
 Ensures claims inventory level is maintained at or below one day on hand by analyzing and
assigning appropriate pend, activity, and paper claim queues to processors.
 Reduced claim adjustment activity inventory by 75% in two weeks by coordinating regular
and overtime resources and motivating staff with measurable milestones.

2.  Streamlined the tracking of employee production by creating an Access database based on
units processed per hour.
 Acted as the point person for the transition from Nortel to Avaya phones for a site of 900
employees and was commended by the site director for ensuring a smooth transition.
 Assists phone representatives and claims processors with questions by demonstrating a high
level of proficiency in all company-specific software (IDX, Navigator, SIR, Avaya CMS
Supervisor), as well as in the MS Office suite.
 Assists peers with technology issues when IT support is not immediately available.
M&T Bank (NYSE: MTB), Mechanicsburg, PA 2007 - 2008
A full service bank serving the mid-Atlantic U.S. with $97 billion in assets at the close of 2014.
Provides personal checking, savings, and credit products to consumers and businesses.
Retail Banking Specialist (2007-2008)
 Provided excellent face-to-face and telephone service to internal and external customers.
 Ensured continued profitability of the branch by consistently maintaining a balanced cash
drawer and accurately performing customer transactions.
 Was often commended for remaining calm and efficient during periods of high customer
demand.
EDUCATION
Master of Business Administration, 2014
Liberty University, Lynchburg, VA
Bachelor of Arts – Christian Ministries, 2007
Messiah College, Grantham, PA