Christina France

COVID transition support for organizations moving to the new normal of remote team management addressing training improvements for virtual classroom, developing operational procedures to reduce micromanagement while increasing productivity, and increasing team engagement from a distance.

Managed daily operations and development of trainers, managers, and multiple clinical and non-clinical classes at a time across several lines of business. Supported multiple project and program roll outs each year for external and internal clients to meet or exceeded company blue chip goals.

• Innovated New Training Database, supported project and led change management across departments. Resulted in organizational savings of $627,000 annually, increased training resource availability, improved satisfaction scores, and created a new resource for operations, sales, and client services.
• Spearheaded Alere training team integration into Optum maintaining lowest attrition, while engaging team in personal development resulting in 83% of team being promoted or recruited to special projects within 3 years.
• Supported key organizational goals by developing and implementing a range of training solutions, including process improvements, team effectiveness enhancements, and systemic or process improvements.
• UHG Cultural Ambassador Summit Coordinator for 2 years and department Culture Team lead for 3 years.

(Note: Integrated into Optum during this phase)

Sustained operations and training for integration into Alere, coordinating content management, staff development, procedural alignment, and resource integration.

• Slashed training resource need by spearheading transition to remote classrooms.
• Increased curriculum effectiveness while reducing length by 35%
• Adjusted training and documentation to ensure accreditation with National Committee for Quality Assurance.
• Guided change management for 300-person startup (Free and Clear) integration into Alere.
• Hiring and onboarding manager for 30-100 new employees annually
• Managed daily operations and quality for specialty teams: Bilingual team, Support Line, and Research Unit.
• Led department with ongoing transition to work-from-home, including culture and team building activities.
• Supported multiple struggling managers and frontline staff through completion of corrective action plans.

(Note: startup integrated into Alere)

Assigned to rebuild and oversee daily operations of team responsible for managing compliments, complaints, medication delivery, and client incentives for department.

• Overhauled procedures to support current expectations with built-in ways to adapt to growth
• Supported integration of documents and processes through integration into Alere
• Reduced attrition and increased promotion rates of team members
• Continued department leadership in transition to work-from-home, culture growth and team building activities.

(Note: Known as Free and Clear at this time)

Managed daily operations and development for team of coaches, including quality and productivity metrics, resulting in top quit scores and lowest attrition. Operational team projects included:

• Led culture integration of coaches during partnership with American Cancer Society
• Multiple struggling coaches were assigned for successful completion of corrective action plans.
• Supported transition to work-from-home for call center.
• Guided Operations culture, team building, and engagement projects.

(Note: Known as Free and Clear at this time)

Leveraged strong communication and leadership skills, as well as various coaching strategies, CBT, and MI, to support smokers in quitting. Maintained one of the highest successful quit rates on the team.

Summa Cum Laude

Washington State Teaching Certification