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Debra Poppelaars 237 McKays Court * Brentwood, TN 37027 731.293.8012 * dapoppelaars@gmail.

com Pursuing a career as a Practice Manager or Healthcare Administrator * Property and Casualty Manager with 13 years of experience specializing in the creation of successful customer service teams in a call center environment. * As a Property and Casualty Manager for USAA, managed auto and property member service employees dedicated to knowing the members, understanding their individu al needs, and providing appropriate solutions. * Developed employees through strong leadership and training with regular coachi ng and feedback that lead to improved results. Executed process improvements an d lead organizational process changes. Maintained compliance with policies, pro cedures, and regulations. SKILLS SUMMARY * Demonstrated Leadership skills * Project Management * Microsoft Office: Excel, Project, Access, PowerPoint, Windows * Customer Serv ice * Call Center Operations * Marketing & Sales * Tennessee insurance license in life, health and accident * Report Preparation * Professional Presentations EXPERIENCE Carenet - Franklin, TN 2009 - Present CARE NAVIGATOR * Serve as members' single point of contact for care management services; benefi ts, web assistance, after hour's member services, health and wellness programs, and nurse triage. * Serve as partner with Healthways in driving the vision of health by empowering and enabling people to realize their personal best. * Assist with physician/facility referrals, provide health plan benefit informat ion * Provide compassionate care to every caller while dealing with highly sensitive and confidential health related information USAA - Norfolk, VA 1994 - 2007 PROPERTY AND CASUALTY MANAGER (2006-2007) * Proactively identified opportunities to improve operational effectiveness. Imp lemented and monitored processes and performance standards. Provided feedback fo r improvements to process and product owners. Removed obstacles and championed c hange. * Managed a team of 23 senior agents who handled complex homeowners, auto, umbre lla, valuable personal property policies * Liaison, team lead for special project between Virginia office and San Antonio office for senior agents proactively handling members in higher risk areas with policy increases resulting in 50% to over 100% increases in homeowner premiums * Proactively developed criteria to assist with member retention * Championed and assisted in implementation of employee recognition program * Selected, developed, and supported employees in fulfillment of the Corporate M ission. Provided coaching and feedback that lead to sound business results. Mana ged employee performance and facilitated professional development and career pro gression. Ensured employees understood how the tasks they performed supported th e Operating State. * Achieved optimal productivity through managing workload volumes, staffing, tra ining needs, and identifying and implementing appropriate solutions. Accomplishments * Awarded Leadership and Excellence Awards for Management

* Managed high performance team that consistently met and exceeded sales and ret ention goals PacifiCare - San Antonio, TX 1994 - 1996 PROVIDER RELATIONSHIP REPRESENTATIVE * Acted as an in-office resource for providers. * Secured fee schedules, reviewed and provided copies of contracts, obtained cre dentialing applications and secured missing information. * Utilized appropriate in-house systems during each project, and tracked and com municated all network changes. * Provided general administrative support to the Provider Contracting department , including typing, scheduling, and coordinating services. * Supported providers and communicated with clients in order to facilitate great er physician understanding and cooperation during the contracting process. * Customer Service/frontline/initial point of telephone contact with all inbound callers (e.g. fee schedule request, request for copies of contract or verify pa rticipation). * Researched and communicated Provider status information for Provider partners and members. * Educated providers on issues related to credentialing, contracts, fee schedule s, and other network requests. EDUCATION Bachelor of Science in Business Administration - October 2010 Specialization: Health Services Management DeVry University, Nashville, TN Member of Sigma Beta Delta International Honor Society Jackson State Community College Associate of Science in Business Administration - 1982 Graduated Cum Laude ACTIVITIES * Volunteer for National Patient Advocate Foundation - Washington, DC (2010) * Volunteer for Alzheimer's Foundation (2010) * Writer for Examiner Online-Focus on Alzheimer's information for Nashville, TN (2010) * Tennessee Liaison to Government Officials and Hospital Case Managers * Advocate for Alzheimer's Foundation * Leadership Advisory Team for Little Black Dress Club * Organize Charitable Events, Fund Raisers, Promote Public