Dinanda Chenevert is a highly accomplished management professional with over 20 years of experience leading teams to achieve goals and improve processes. She has a proven track record of motivating employees, conducting performance reviews, and ensuring quality work. As the current Manager of Provider Services Call Center, she is responsible for daily operations, monitoring performance, and implementing process improvements. Previously she was a Supervisor, executing HR functions for agents and serving as a Subject Matter Expert for authorizing medical services. She has strong skills in project management, communication, workforce management, and analytical thinking.

1. Dinanda Chenevert
828 Libra Ln. Kenner La 70065
Dinanda@cox.net (225) 405-5699
Highly accomplished management professional with focus on leading a team of highly skilled employees through strategic
planning, innovative team development, and superior understanding of client needs. A goal-oriented manager with twenty
(20) years’ experience, who has the ability to motivate people and teams to achieve performance goals and productivity
metrics. An intuitive visionary adept at reengineering processes to comply with goals and policies while controlling costs,
minimizing redundant work, reducing manual work, and increasing profitability. Leading by example with an unsurpassed
work ethic, has allowed me to earn the respect of my peers while gaining valuable trust within my team as well as the
organization.
Core Knowledge & Skills:
Process Improvements Negotiations expert Communication Specialist
Project Management Subject Matter Expert (SME) Analytical Thinker
Workforce Management Systems implementation Goal oriented
Avaya & Cisco phones URAC Core Standards Staff motivation
Accomplishments:
Certified Professional Coder Achieve Global Leadership Program High School Diploma
Certified Medical Terminology LSU Management & Leadership Program Performance Review 360
Work Experience
Manager – Provider Services Call Center February 2012 – Present
Peoples Health Network
Managed and directed all aspects of daily call center operations
Responsible for monitoring the performance of personnel and completing annual performance reviews
Conducted weekly staff meetings keeping staff informed of current priorities and organizational goals
Developed and Implemented process improvements with desktop procedures
Administered quality of work checks by monitoring calls to ensure integrity, minimize errors and track performance
Achieved productivity and performance goals by leading, motivating, mentoring, coaching and giving feedback
Served as lead Manager for National Customer Service Week project
Supervisor- Clinical Inquiry & Development February 1997 – September 2011
Blue Cross Blue Shield Louisiana
Execute all HR functions for 20 - 25 phone agents including hiring, firing, interviewing and processing payroll
Managed work of all subordinates and ensured a high volume of calls within the Authorization Department
Monitored call performance of team and scheduled department processes accordingly.
Evaluated daily reports from BOE XI, Lucent and Crystal software ensuring achievement of all performance targets
Developed effective relationships with employees and ensured optimal levels of competency form all
Conducted all staff meetings, maintained meeting minutes and monthly staff adherence
Demonstrated flexibility by attending periodic team meetings with IT personnel and external vendors while serving on
various committees to identify gaps and test program changes
Served as Subject Matter Expert to staff responsible for authorizing specific defined medical services including Inpatient
medical admits, Ambulatory surgical procedures, diagnostic testing, DME, Home Health, SNF, Psych and CDU admits
and refer to Level 2 or 3 as needed