Conduct comprehensive data analysis to support strategic sourcing initiatives.Identify and evaluate cost-saving opportunities across various categories.Develop and maintain key performance metrics and dashboards to track sourcing effectiveness.Collaborate with cross-functional teams to align procurement activities with organizational goals.Provide insights and recommendations to improve procurement processes and supplier relationships.Support contract negotiations and vendor management with detailed analytical reports.

● Analyze operational performance and provide actionable insights to key stakeholders.● Analyze complex data sets, track and measure testing progress, and build critical reports.● Execute audits and trend analysis to optimize service levels and business requirements.● Identify key metrics to evaluate the performance of various business processes.● Provide daily/weekly/monthly operations performance metrics to business partners.● Communicate updates with data visualization to business partners.● Develop intuitive, yet scalable reports and dashboards to track performance and aid inplanning and decision-making.● Analyze financial data and provide subsequent forecasting.●Proficient using: Tableau, SmartSheets, Amazon WorkSpaces, Microsoft SharePoint, PowerPoint, Word, Excel, Outlook, Visio, OneNote, Teams. ●Current Developments: SQL, HealthEdge Manager, UltraEdit, Notepad++

● Led a team of 20-35 call center agents and 2-3 Team Leads with clear standards foroperational metrics and performance requirements.● Develop strategic reporting tools to provide precise data for operational performance,staffing, and quality control.● Workforce Management analysis and forecasting for schedule adherence includingplanned training, meetings, and other various ‘offline’ activities.● Troubleshoot technical applications such as websites, CRM, soft-phone, web-based entryforms, and Sharepoint sites.● Develop intuitive, yet scalable reports and dashboards to track service level agreementssuch as avg. handle time, avg. wait time, over/under time, attendance, and aid inplanning and decision-making.● Provide development and coaching opportunities to assigned staff.● Forecast daily staffing/scheduling requirements to ensure proper coverage of workload.● Proficient using: CRM, Tableau, Salesforce, Cisco Anyconnect, Microsoft Outlook, Excel, Word, SharePoint, PowerPoint, Visio, OneNote, Teams.

● Provide comprehensive information and education regarding service options, billing, andproducts.● Establishes customer accounts by negotiating and documenting service type, pricing,contractual agreements, and other required information.● Process inbound calls from new and current customers, serving as the end-to-endcontact.● Analyze customer needs with a detailed review of requirements and lead customers torecommended services/products.● Adhere to customer service metrics such as call quality, productivity, and all operationalstandards.

● Identify and solve production issues to efficiently complete daily requirements.● Provide ongoing coaching and service training.● Data metric analysis on team production and business services.● Collaborate with clients with troubleshooting and project needs.● Analyze production and quality metrics and issue recommendations for efficiencyimprovements.

● Lead a team of 10-20 call center agents with clear standards for operational metrics andperformance requirements.● Workforce Management analysis and forecasting for schedule adherence includingplanned training, meetings, and other various ‘offline’ activities.● Provide development and coaching opportunities to assigned staff.● Develop staff through effective coaching practices and ongoing training.● Analyze service level agreements such as avg. handle time, avg. wait time, scheduleadherence, and call quality for employee performance reviews.● Develop, improve, and maintain tools and reports to monitor work volume and makead-hoc adjustments as needed.

● Lead sales and customer service operations staff with effective management, salestraining, and data-driven performance goals.● Provide development and coaching opportunities to assigned staff.● Analyze service level agreements such as avg. handle time, avg. wait time, scheduleadherence, and call quality for employee performance reviews.● Workforce Management analysis and forecasting for schedule adherence includingplanned training, meetings, and other various ‘offline’ activities.