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Biographical Information
Elizabeth B. Linthicum
Director, Quality Management
Service Excellence
Coventry Health Care, Inc, an Aetna Company

Beth Linthicum has worked in and around call centers for 25 years across the fields of technology and healthcare. She began her career in a service bureau, where she was a facilities manager overseeing a call cetner that housed more than 200 agents. For the past 20 years, whe has been fortunate to work within the customer service organizations at all levels of BCBSNC, Coventry Health Care and Aetna. Currently, Beth has responsibilities for transactional quality for Coventry Health Care, an Aetna Company, where she is focused on phone quality, member satisfaction, claims quality, and enrollment quality. Over the course of her career, she has used numerous call qualtiy programs and systems and has first-hand experience with many quality management and customer service methodologies. Beth has spoken at conferences on call center technology, both as a panel member and in presenting quality programs and methodology. In addition, she shared her experience of integrating speech analytics and customer surveys into Coventry Health Care's quality monitoring program at Driving Innovation, Verint Systems global user conference, in June, 2014. Beth is a member of Verint's Customer Advocacy Council and of the Customer Contact Center. She holds an MBA and a Bachelor's Degree in Political Science. She is currently progressing on a Six Sigma black belt program.

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