Responsible for establishing and maintaining measurable monitoring and quality assurance tests of new and existing benefit designs, formulary changes, and system upgrades. Establish and perform audits and review test results to ensure correct functionality. Identify inaccuracies within the pharmacy online claims adjudication system. Work as a subject matter expert with different departments to develop and implement corrective action plans to resolve system issues identified in audit process.

Monitor employee interactions with clients and customers across departments to ensure that key metrics and targets are met. Oversee development of training and training materials for collectors.Work with Management to achieve quality assurance operational objectives.

Administers company policies and procedures while managing the functions and activities of the Global Outsourcing Division. Oversees the daily activities of the outsourcing team as well as quality assurance.

Responsible for quality assurance monitoring of all client service representatives to ensure that key customer related processes are performed to client satisfaction.Develop, update and assist with new hire training and materials.Update and document project specific policy and procedure changes, as well as project requirement updates.Act as client liaison from project start to close.

Manage the First-Party Quality Assurance program to maintain best practices for ABC-Amega’s outsourcing projects. Handling client reporting and other outsourcing-related initiatives.

Manage portfolio of accounts for clients in Europe, Middle East and Asia.Manage relationship between clients and customers,effectively communicating and supporting client’s goals, while providing quality customer service.Provide strategy and thought leadership to oversee collection of funds across the portfolio to meet and exceed quarterly goals.Fully leverage all available tools and best practices to maintain relationships and grow new business.Focus on growth strategies and customer satisfaction via leadership and strategic vision.

Manage daily banking center operations including planning goals, schedules and objectives.Create workforce stability by managing an engaged, spirited and well-coached team.Direct and motivate staff to exceed performance goals.Work closely with upper management to continually improve banking center performance.Maintain the highest level of customer service standards and exceed expectations.Use in-depth policy and procedure knowledge to handle more complex transactions and escalated issues.

Assisted customers in resolving credit debt through sound negotiation of outstanding loans.Ensured compliance with company guidelines and federal laws in order to minimize losses, legal concerns, and drive for positive results.Played key role in minimizing potential credit losses through empathy, teamwork, and excellent analytical and problem solving skills, when communicating with teammates, associates, and customers.Selected by management to work with a small team of individuals to develop resolution strategy and implement across all customer assistance centers. Worked in fast paced, multi-metric based environment.

Managed sales of an electronic clinical record database across the United States.Worked with software design team to develop and implement new versions of the product exceeding HIPAA and state requirements.Used a variety of coaching and teaching techniques to train facilities and ensure understanding of the product.Developed training modules to facilitate ongoing education for drug and alcohol rehabilitation facilities.Expanded customer base and created new sales opportunities.

Worked to assist client companies in the payroll process using ADP's payroll system. Communicated with clients to investigate and resolve discrepancies and status changes with current and former employees. Managed team to ensure accurate entry of data into payroll system. Managed employee records including rate adjustments, termination notices and calculation of pay adjustments. Processed and filed all answers for garnishments.

Managed distribution of Webtrends and MySQL software for North America.Increased revenues each quarter for five consecutive quarters while gaining efficiencies and profitability.Worked in concert with operational team to fulfill customer needs.Managed and resolved all customer service requests.Expanded customer base and created new sales opportunities.