Delivered exemplary support to a Truck Based HVAC Service Team planning and executing daily operations to ensure the business is operating at peak efficiency. Oversee scheduling of technicians for planned and unscheduled work as it arises. Review the technician routes and service orders and optimize routing to accomplishing the most amount of work in a single day. Key Accomplishments:• Affirm the renewal of PSA contracts, offering a high level of service to all clients. • Procure parts, materials, and office supplies ensuring adequate levels are on hand.• Engage with customers, answer questions, and serve as the main point of contact. Follow-up with customer service surveys in an effort to continuously improve the customer experience. • Offer technical assistance to service mechanics, executing research, and distributing information.• Handle Accounts Payable and Accounts Receivable ensuring that bills are paid and customer accounts are current. Contact delinquent customers in an effort to procure outstanding balances. • Communicate with business customers, address concerns, and effectively resolve complaints. • Introduced a new office process that pushed quotes through the system 25% faster.

Remote transcription of audio assessment responses from English language students in Grades 2-12.

Directed comprehensive training programs aimed at improving technical and administrative support while eliminating redundancy, streamlining protocols, and improving overall productivity. Specifically supported colleagues in the areas of Payment Integrity, Training, and Development. Key Accomplishments:• Credited with increasing the efficiency of Bill Audit Data Entry Processes by 50%.• Automated the medical records collection process to increase the quality of documentation by 50%.• Collaborated remotely with Clinical Review Nurses and Coders to execute process mapping. • Created and implemented Standard Operating Procedures (SOPs), job aides, and training documentation, updating the existing documents to include current business practices and technology. • Gathered updates from Subject Matter Experts (SMEs) and managed the approval process via SharePoint, consistently handling client adjustments, requirements, and internal protocols. • Utilized platforms such as GoToMeeting and WebEx to deliver training content and support fellow trainers. • Oversaw the calendar on behalf of the team using SharePoint. Subsequently monitored the training request queue, selected the appropriate SME, and scheduled the associated content development. • Distributed urgent 411 communications for Clinical Review and Coding while always maintaining a 24-hour turnaround time. • Managed multiple projects simultaneously, consistently hitting all benchmarks, timelines, and deliverables.

Supported multiple Clinical Review programs by providing administrative, technical and operational support including data management, project management, productivity tracking and reporting and end of month project accounting.Led process improvement efforts on various projects, gathering requirements from end users, submitting system enhancement requests, providing training, and participating in user acceptance testing.Monitored Nurse Review team productivity, providing reporting and working with management to address workforce management issues and identify additional training needs.Participated in the implementation phase and Year 1 data verification efforts on NJ Cardiac data verification project; scheduling rotating onsite visits and remote client meetings, taking minutes remotely on client conference calls, distributing monthly reports and communicating daily with facilities and nurse review staff to ensure the project stayed on schedule.Participated in the 2015 URAC Reaccreditation project, working with a multidisciplinary team of Clinical Review Nurses and Coders in organizing and submitting all final documentation and tracking results.Booked travel and maintained calendar for Director of Clinical Services as well as assisting with various other administrative and project coordination activities.Maintained New Hire and Nurse Review training materials, coordinating printing, binding and mailing to remote staff.Data entry for ongoing Bill Audit activities, manually entering inadequate quality faxed bills using OCR and Excel to match final charges in preparation for entry into the electronic bill audit system.

Executed administrative support to a natural gas sales team as well as the associated broker channel. Daily responsibilities included data management, data retrieval, booking deals, verifying account states, providing notifications, reviewing contracts, assessing proposals, and sending customer welcome packets. Additionally, maintained hard copy and electric files on behalf of the organization. Key Accomplishments:• Led efforts to design, implement, and maintain a database aimed at housing utility, customer, and transactional data. The database was credited with directly enhancing renewal list generation, volumetric reporting, customer service, and sales planning. The results were greater sales, increased customer satisfaction, and improved operations. • Oversaw the integration of the database which was credited with improving administrative processes by 30%.• Assessed commercial and natural gas contracts for accuracy. Subsequently resolved issues and coordinated the delivery of welcome packets as well as the managing electronic and hard copy paperwork.• Guided weekly electronic enrollment of Choice and GTS customers and price point submission behind Dominion East Ohio and Columbia Gas of Ohio. Achieved an account enrollment accuracy rate of 95%.• Contributed to requirements gathering and software testing for CRM and pricing system enhancements

Provided custom pricing for IL market and coverage for pricing analysts in other regions.Booked contracts, issued daily Position Report, and trained new team members on processes.Audited contracts, troubleshooting pricing and product discrepancies in contract bookings.Extracted data from Access using SQL for pricing activity reporting.Analyzed electricity usage and pricing data for the Power Pricing Team.Participated in data upload automation projects and user acceptance testing.

Converted call center scripts from Avaya ScriptBuilder format to IVR Designer format using Avaya IVR Designer, SQL and UNIX.Updated Visio flowcharts and documentation.

Contracted to develop and maintain call center scripts using SER Solutions’ ScriptMaker and Pcode. Involved in all aspects of script maintenance and creation from data analysis to design, testing, and final release.

Contracted to develop and test web-based call center software using ASP, HTML, CSS, Stored Procedures, JavaScript, and SQL Server.

Contracted to provide administrative support to the Director of Information Technology and staff.Answered IT Helpdesk calls, investigating issues or routing calls to appropriate personnel, purchasing IT equipment, software testing of case reporting and inventory control systems.

Developed web-based courseware for Microsoft, Business Skills, and IT certification preparation courses.Working under tight production schedules and rigid design procedures, with unplanned analysis tasks added, team production remained 40% above expectations.Involved in all aspects of course development including editing existing content from published books, creation of simulations and activities, layout design, taking screen captures, input into simulations using SimMaker 3D, conceptual graphic input, course review, and final testing.Participated in content analysis projects including question writing and documentation, and ASP programming projects utilizing HTML, SQL, and Javascript to revise and enhance internal web-based applications.

Collected and verified reprocessed data, distributed data updates to customers, verifying completion and accuracy.Verified and tested proprietary software, downloaded and verified Nielsen TV rating data, maintained Oracle database including tuning, backup, repair, and troubleshooting.Maintained checklists of television networks and services purchased by various clients.Provided telephone support for system and technical questions from out of state clients.

Produced and distributed safety/engineering manuals for Harding Platform during hook-up and installation phase.Produced graphics for safety/equipment plans, deck loading plans, etc. posted on platform.

General administrative duties, acting as database coordinator for drilling database used for daily reporting of well data from offshore.