Danielle Romaniello (Barrett) Email & Phone Number

Forest, Va, Us

- Conduct regular audits of service interactions, including tickets, project tickets, calls, and emails to ensure adherence to quality standards and SLAs.- Analyze service delivery metrics and KPIs to identify trends, areas for improvement, and opportunities for enhanced customer satisfaction.- Prepare and present detailed reports on quality performance to management.- Generate quality assurance health reporting per team member and present findings to Operational leadership.- Provide constructive feedback and coaching to service delivery teams to improve performance and service quality.- Develop and implement training programs to address identified skill gaps and enhance service delivery capabilities.- Monitor customer satisfaction scores and feedback to ensure a high level of customer service.- Generate, track, and present SLA reporting across Operations- Vendor Management: ConnectWise, CrushBank, Cloud Radial, etc. - Tooling & Automation: BrightGauge, ConnectWise, Asset Panda ITAM, etc.; configuring tenants and workflows, documenting processes, conducting client demos, and training team members. - Track and share team member’s anniversaries, birthdays, and coordinate company events

- Coordinate internal resources to execute 30-40 projects weekly via ConnectWise Manage and IT Glue- Manage the relationship with the client and key stakeholders- Ensure that all projects are delivered on-time, within scope and within budget; managing changes as they arise. - Facilitate client sign-off forms and internal lessons learned reviews to analyze the successful completion of projects based on a variety of parameters. - Led daily scrum meetings and weekly project meetings- Create and maintain project management training documentation

Remote

- Led, coached, and mentored Service Desk Technicians and Network Engineers- Oversaw operations workload, reallocating tasks based upon priority and resource availability - Developed and analyzed KPI and SLA metrics to measure and define clear performance expectations - Coordinated incident resolution, ensuring timely and accurate incident logging, prioritization, and escalation - Continuously assessed service desk and engineering processes and workflows to identify areas for improvement - Implemented and maintained best practices for incident management, problem resolution, and knowledge sharing via IT Glue and SharePoint- Promoted a customer-centric culture, responding to CSAT feedback and customer escalations as needed- Evaluated and coordinated the deployment of new technologies (EX: CrushBank (AI documentation and ticket classification system), Cloud Radial, BrightGauge (custom KPI reporting and dashboards), Asset Panda (IT Asset Management))- Ensured compliance with relevant industry standards, such as HIPAA and CMMC- Provided high level ticket management, customer service, sales engineering, and project management new hire training

Tampa, Florida, United States

- All Associate Account Manager responsibilities to include, but not limited to the following: - Certification Program: Ensured individual and company goals were within HIPAA and security compliance.- Recruiting: Utilized an Excel recruitment tracker to manage Indeed applicants, and scheduled/led interviews - Coordinate quarterly company events, and acknowledge birthdays, holidays, and anniversaries.

Tampa, Florida, United States

- Created new processes for quoting, invoicing, and procurement to include ConnectWise Manage configurations and training documentation within ITGlue.- Lead biweekly meetings to track and manage expiring MSAs.- Reporting: Weekly SLA metrics, biweekly client inventory and asset tracking, and monthly operations reports for account profitability and employee utilization via BrightGauge and Excel.

- Analyzed 200+ patient accounts daily to manage the workflow for 5 individuals; providing them with followup instructions on received claim denials.- Oversaw weekly management/development meetings, with an emphasis on tracking payer trends and new guidelines. As lead, once these trends were identified, I coordinated with our development team to make the necessary system updates. - Coordinated with clearinghouses and Availity to address all claim rejections, with an a focus on analyzing trends.- EMR Development.- Trained new and existing staff members via Zoom.

- Coordinated with insurance companies to resolve coding errors and disputes in compliance with CMS and ICD-10 guidelines.- Verified patient benefits

North Port, Florida

- Bookkeeping (AR/AP) - manually entered invoices and reconciled all credit, check, and cash payments via QuickBooks. - Inventory management- Optimized business efficiency through home, warehouse, and office organization.

Lynchburg, Virginia

- Worked directly with attorneys and paralegals to identify and execute new processes, checklists, resources, and databases to improve efficiency and the accessibility of case data.- Addressed inbound calls, emails, and paper correspondence.- Created, organized, and maintained client files.- Participated in weekly meetings with the attorneys and paralegals, and had an open door policy in order to be readily available for questions at any time, and provide training whenever it was needed.- Oversaw over 100 cases and was the legal assistant for 12 of them, where I interviewed new clients and created their account in TrialWorks, requested medical records, conducted discovery interviews, scheduled litigation dates, drafted various legal documents (complaints, subpoenas, employment agreements, etc.), and so forth.

245 Center Court Venice, Fl 34285

- Coordinated subcontractors and executives’ schedules- Managed the accounts payable and receivable via QuickBooks- Handled marketing through the use of Facebook, Instagram, truck and store front decals, and construction site signs. - Created Standard Operating Procedures- Addressed all correspondence; calls, emails, mail, social media platforms. - Organized and scheduled appointments with clients- Created client proposals- Assisted with minor office renovations; painting, demo, and flooring installation.

Le Manoir Du Poul 22110 Mellionnec France

For six weeks I was given the opportunity to pursue my dreams in an effort to determine if the pursuit of an international guest house was still a long term goal - I can confidently say now that it is. Or rather my own unique version of what this one day "safe house" will entail. I helped plan and cook 4-5 course meals daily, cleaned, and gardened, all while learning the ins and outs, selflessness, and patience it takes to excel in this industry.

Tampa, Florida

- Coded WellMed, Humana, and over 50 miscellaneous insurances claims in compliance with ICD 10 and CPT coding rules- Coordinated with insurance companies to resolve coding errors and disputes; filing appeals as needed- Processed and posted payments from WellMed, Humana, and over fifty miscellaneous insurances- Communicated daily with patients; including handling disputes and taking payments- Managed the WellMed Attestation, Focus on Care, and Physician’s Quality programs- Performed cash handling and credit card reconciliation

Lakeland, Florida

- Processed high school and college transcripts, test scores (converting and entering), applications, and inquiries.- Opened and indexed mail

Punta Gorda, Florida

Coordinated with clients nationwide to schedule stenographers, videographers, videoconferencing, and locations for depositions, hearings, EUOs, etc.

North Port, Florida

- Created and managed advertising; flyers, magazines, postcards, and social media- Entered new listings into MLS & appFiles- Created and completed contracts for both buyers and sellers- Event planning: client appreciation party

Sarasota, Fl

- Coordinated with contractors and brokers to preserve foreclosed properties- Sent, received, and processed work orders (such as Deed-In-Lieu and Real Estate Owned) to maintain the integrity of the home- Proficient in working with HUD guidelines- Filed neighbor and associated complaints

Osprey, Florida

- Developed and implemented Standard Operating Procedures for the Accounts Receivable department- Accounts Receivable department trainer- Communicated with insurance companies about coding errors and disputes; filing appeals, sending requested information, re-openings, and/or redeterminations- Verified patient benefits, printed and completed reports and handled patient invoices- Wrote blogs for the company website- Organized files and maintained inventory

Venice, Florida

- Took orders, stocked / took inventory, cleaned, and prepared orders.

Bachelor Of Science - Bs, Organizational Leadership

Recipient of the Outstanding in Major for Organizational Leadership in the School of Unrestricted Education Award. 3.73 GPA

Associate Of Arts (A.A.), Business Administration And Management, General

Graduated Cum Laude, 3.63 GPA, Dean’s List each semester.

High School Diploma, Business