Project manager and liaison between company and strategic vendors. Led all activities related to coordinating identification card processing efforts for the Maryland, DC, and Delaware region.• Achieved 25% quarterly reduction in mailing cost by investigating user activity, performing cost analysis and developing new standard operation procedures (SOPs).• Created new training program to re-train more the 150 Associates in over five locations on new procedures and the effective use of… Show more Project manager and liaison between company and strategic vendors. Led all activities related to coordinating identification card processing efforts for the Maryland, DC, and Delaware region.• Achieved 25% quarterly reduction in mailing cost by investigating user activity, performing cost analysis and developing new standard operation procedures (SOPs).• Created new training program to re-train more the 150 Associates in over five locations on new procedures and the effective use of the vendor’s software. Resulted in enhanced customer service for members and providers.• Led 18-month identification card Rebranding/Redesign project, which resulted in enhanced look and feel of the identification cards and making them more user friendly.• Turned around, within 6 months, company’s relationship with primary vendor and dramatically improved staff’s confidence in the vendor’s products and services. Built great partnership with vendor, and initiated and implemented a training campaign to expand staff’s understanding and knowledge of vendor’s products and services.• Received “Constellation” award in 2008 in recognition of above accomplishments.• Kept Senior Management informed through monthly and quarterly cost analysis reports.• Controlled and never exceeded annual $900,000 identification card processing budget. Show less

Supervised a team of 12 Quality Assurance Analysts. Coached and motivated staff to perform quality audits for over 100 Enrollment Technicians who processed enrollment applications for federal government employees.• Mentored and developed associates, resulting in promotion of two associates to Supervisors.• Coordinated and created workflows that were more efficient by analyzing existing processes and providing recommendations to Senior Management.• Determined quality of Enrollment… Show more Supervised a team of 12 Quality Assurance Analysts. Coached and motivated staff to perform quality audits for over 100 Enrollment Technicians who processed enrollment applications for federal government employees.• Mentored and developed associates, resulting in promotion of two associates to Supervisors.• Coordinated and created workflows that were more efficient by analyzing existing processes and providing recommendations to Senior Management.• Determined quality of Enrollment Technicians by creating and maintaining Excel spreadsheets and documentation to monitor accuracy.• Maintained critical day-to-day communication regarding department status with Senior Management, Direct Reports and cross functional management teams Show less

Led the planning and implementation of major projects and developed SOPs. Participated in hiring process. • Coordinated 2+ year HIPAA Privacy project to comply with government mandate. Converted four departments, including IT and Customer Service to bring them into compliance.• Met the demands of the Patriot Act by managing the creation of an extensive client database for caparison to federal databases.• Provided supervisory support in the Customer Service area by supervising… Show more Led the planning and implementation of major projects and developed SOPs. Participated in hiring process. • Coordinated 2+ year HIPAA Privacy project to comply with government mandate. Converted four departments, including IT and Customer Service to bring them into compliance.• Met the demands of the Patriot Act by managing the creation of an extensive client database for caparison to federal databases.• Provided supervisory support in the Customer Service area by supervising trainees’ for up to a year after successful completion of training. Show less