Crystal Reynolds, Csm, Itil Email & Phone Number

Janesville, WI, US

• Selected as the lead project manager and dedicated customer resource for the largest revenue TPA client account in the EDI Clearinghouse - SaaS division
• Cleared backlog and increased resolution of aged escalation tickets by 95% within 3 months
• Manages project lifecycle from initiation to deployment while leading resolution efforts for proprietary SaaS operational support tickets relating to auto, casualty, and workers compensation medical claims
• Assesses client needs and establishes specifications for EDI project implementation
• Serves as a liaison between non-technical and technical team members
• Establishes test plans for internal and client testing phases to ensure compliance with client specifications

Montgomery, Alabama, US

• HL7 Interoperability Healthcare Technology Project Manager and Business Analyst for The State of Alabama's Syndromic Surveillance Program (EHR /EMR Data)
• Managed grant compliance by ensuring our team completed implementations within Federal and State regulatory guidelines, while utilizing all available resources to hold EHRs and Providers accountable for the same.
• Facilitated the onboarding of Emergency Departments, Urgent Care Clinics, and eligible Ambulatory Clinics to submit EHR HL7 ADT data to Alabama Department of Public Health IT under alignment with CDC NSSP
• Coordinated cross-functionally with EDI Analyst, Developers, and Program staff to successfully implement HL7 interoperability projects for SOAP Webservice deployment to AL Dept of Health IT and CDC
• Served as primary, customer facing liaison between healthcare facilities, EHR / EMR software vendors, and internal technical resources in establishing project timeline, providing technical specifications, and.
• Developed process for onboarding Freestanding Emergency Departments as new facilities for grant award milestone achievement

Montgomery, Alabama, US

• ALFA Insurance / Alabama Farmers Federation contract
• Selected to lead implementation of Fonteva Membership software for Alabama Farmers Federation non-profit (Salesforce platform)
• Documented manual workflows to assist legacy software development team with process automation
• Hosted discovery workshops with project stakeholders, cross-functional teams, and department leaders to define project goals and business requirements in an agile environment
• Utilized JIRA to create story boards, assign tasks to software development team, and track progress status to manage implementation schedule
• Maintained project authenticity and integrity through timely documentation of meeting notes, action items, workflows, and vendor management in Confluence

Montgomery, AL, US

• Collaborated with client security consultants, loss prevention directors, and internal account managers to understand project scope, timeline, internal budgets, equipment needs, documentation and resource needs to be.
• Facilitated the coordination of qualified field technician schedules to perform POS System, Commercial Security System, and CCTV installations nationally on CBE’s largest revenue account and most profitable territory
• Led internal meetings to determine and evangelize technician qualifications, shipment and warehouse needs, financial requirements, inventory reconciliation, and billing for each regional or national project
• Identified project risks and constraints for each iteration while simultaneously mitigating unexpected issues through effective stakeholder communication and resource allocation
• Managed expenses throughout implementation to ensure project remained within the allotted budget
• Analyzed and reconciled invoices after each implementation to ensure quoted time, materials, and billable expenses are accounted for

Atlanta, GA, US

• Subject Matter Expert (SME) for Change Management PMO: Largest revenue account – Cybersecurity Banking Operations
• Coordinated with key stakeholders to gain line of business approvals during technology infrastructure CAB (IT Governance) meetings for out of scope implementations
• Budgeted cost-effective firewall change projects per business requirements and documented client approvals from Project Sponsor and Line of Business decision-makers
• Submitted RFCs/CRQs to detail and track the proposed firewall change while organizing internal resources to meet deadlines and facilitate end to end project delivery
• Composed documentation of Change Management Processes for team training and coaching to improve daily workflow challenges and establish Incident Management policies and procedures
• Resolved priority, international escalations for firewall outages, incidents, and emergency changes for APAC and EMEA in a deadline-driven, fast-paced environment during third shift

Atlanta, GA, US

• Business Intelligence & Analytics and Change Management PMO Team
• Promoted within 19 months from Sr. Analyst to Advisor after implementing significant process improvement and strategic initiatives
• Worked closely with MAC Engineering and the SOC Implementation teams to manage multiple internal and external projects simultaneously while utilizing cross-functional resources to achieve client and company goals
• Designated as the mentoring, outreach process expert to guide project manager new-hires for a successful onboarding experience
• Scheduled planned service requests and ad-hoc priority incident tickets for implementation of firewall changes
• Organized and allocated technical and professional services resources to support each project plan according to the specified budget throughout the Change Management firewall lifecycle

Indianapolis, Indiana, US

• Client Relationship Specialist: Chosen to solely manage special telecom projects for Tangoe’s largest revenue client base - Federal Government & Healthcare Enterprise accounts
• Processed $1MM in payments for Accounts Payable telecom billing expenses weekly
• Led largest revenue project to assign 30,000+ phone lines to new districts while coordinating with vendor PMs and technical experts - resulting in and additional $1MM in revenue
• Produced Accounts Payable (AP) and General Ledger (GL) records based on customer specifications to provide critical support and management of their carrier invoices
• Trained new hires on best practices and how to audit files and monitor invoices to dispute third-party billing
• Scanned paper invoices into cloud storage depository and organized electronic documents and records according to urgency and client prioritization

Newcastle Upon Tyne, GB

• Ranked #1 in new-hire training class for best cumulative test score
• Provided Tier-1 help desk software support and procedural technical guidance for Sage 50 Accounting Software (seasonal contract)
• Delivered an excellent customer service experience by analyzing issues using accounting principles and business acumen to assist in solving technical problems
• Documented troubleshooting steps for each support incident ticket in a clear and concise format
• Built significant rapport with current customers to influence decision-makers on upgrading to the Sage Business Care Support Plan that aligned with their present and future business needs
• Increased user engagement of customer portal by educating them on its benefits and assisting with account setups during every troubleshooting call

Bachelor Of Science, Commerce & Business Administration, Computing Technology & Applications

Education record