Professional Summary

Professional Overview

Angela Ford is an accomplished Director of Member Services at Humana, a leading healthcare organization. With extensive expertise in customer service, vendor management, and strategic operations, she plays a pivotal role in enhancing the member experience and driving organizational success.

Experience Summary

Current Role

As the Director of Member Services at Humana since 2021, Angela is responsible for overseeing the delivery of exceptional customer support to the company's vast member base. In this role, she manages a team of dedicated professionals, implements innovative service strategies, and leverages data-driven insights to optimize operational efficiency. Under her leadership, the Member Services department has consistently exceeded customer satisfaction targets and achieved notable process improvements.

Career Progression

Prior to her current role, Angela held the position of Associate Director at Humana, where she honed her skills in vendor management and strategic initiatives. In this capacity, she successfully negotiated and managed third-party vendor contracts, ensuring alignment with organizational goals and delivering cost-effective solutions. Her ability to navigate complex vendor relationships and drive process enhancements has been instrumental in enhancing the company's operational effectiveness.

Academic Background

Angela holds a Master of Business Administration (MBA) from Sullivan University, where she specialized in strategic management and data analytics. This advanced degree has further strengthened her analytical capabilities and strategic decision-making skills. Additionally, she earned a Bachelor of Science in Public Affairs and Legal Studies from Indiana University Bloomington, providing a solid foundation in public policy and organizational management.

Areas of Expertise

• Customer service and member experience optimization

• Vendor management and contract negotiation

• Strategic planning and data-driven decision-making

• Process improvement and operational efficiency

• Team leadership and talent development

Professional Impact

Throughout her career, Angela has demonstrated a track record of delivering measurable results and driving positive change. As the Director of Member Services, she has spearheaded initiatives that have led to a 15% improvement in first-call resolution rates and a 20% reduction in average call handling times, ultimately enhancing the overall member experience.

Conclusion

With her extensive experience, strong leadership abilities, and commitment to excellence, Angela Ford is poised to continue making significant contributions to Humana's success. Her deep understanding of the healthcare industry, coupled with her expertise in customer service and operational optimization, make her a valuable asset to the organization.