• Support government client internet and security networks.• Created data link files for remote locations.• Manage projects to support internal/external network operations.• Manage projects supporting a global WIFI network and lead cross-function teams to include third-party vendors.

● Client escalations inquiries, research, and response.● SAP System Applications and Production used to gather prescription Rx and claims information.● Managed teams to process prescription orders, incoming, and outgoing calls, e-mail, text and social media communication for full-service pharmacy.● Review government guidelines for eligible patients to receive program assistance.● Managed cross-department projects.● Escalations review and response. ● Created a quality control system for customer service and claims in conjunction with the quality team to improve call monitoring.● Engaged and led community for Employee retention, engagement, interview, and onboarding.

● Review drug benefits plans, pending claims, and discounts cost and copay.● Implementation, adaptation, and launch of Monet WFM System, trained all employees on the program.● Created and implemented company-wide KPIs and production metrics.● Developed performance scorecards to mentor and improve associate's progress toward attaining our company's strategic goals, ● Supervise day-to-day activity of hospital, surgery, and high-level physician bills for worker's compensation and non-worker compensation claims. ● Benefits review, implementation approval● Ensures ongoing performances meet company and client guidelines. ● Ensures appropriate staffing levels and facilitates allocations of work.

Improved quality scores from 72% to 97% by directing new strategies in coaching. Ranked top production and quality out of 37 teams for six consecutive months by focusing on quality, production, and employee engagement. Tableau used to compile performance data for the center.Issued proposals and budget for organized employee engagement events and activities. Planned and organized the events also company-wide.Created a development plan to train associates to Subject Matter Experts and leaders by providing actual situation examples and highlighting best practices in leadership. Project Manager for the Development Plan program, which promoted 37 new leaders, and conducted training for all employees. Collaborated with leaders and managers to develop a Leadership-How-to-Manual, which was used to promote new Leaders.

● Launched new services and products for NJ Medicare and Medicaid patients.● Increased site production by 32% by establishing new procedures and highlighting each metric needed for all departments. ● Benefits and claims review, authorization, and appeal review.● Improved quality scores from 86% to 98% by directing new strategies in coaching. ● Developed performance scorecards to mentor and improve associates' progress toward attaining our company's strategic goals.● SAP Systems Applications and Production used to gather medical equipment rental/purchase, nurse visits and billing for patients’ invoices.