• Built departmental scorecards using Microsoft Excel, Power Query, and Power Pivot• Created queries, functions, and reports using SQL, Crystal Reports, DAX and Excel Cube formulas• Engaged with Executive leadership to define KPIs, build forecasts, and project workload/staffing• Worked with C-Level Executives to create meaningful visuals for Board meetings, Sales retreats, and Management offsite meetings• Created queries and process improvements to streamline the daily work of Operational teams and managers• Built Pivot Tables, Pivot Charts, and other tools to serve up actionable data to company decision makers

• Built the Tech Support team from the ground up - creating processes, documentation, and training• Created intuitive business analysis tools for leadership using Microsoft Excel & Power Query• Actively spread knowledge of reporting solutions to other leaders and team members, compounding the positive effect• Maintained great team morale, as well as a culture of teamwork and outstanding service• Handled all aspects of team management for sixteen Agents and two Supervisors• Developed team members, helping them overcome challenges. build skills, and grow into new roles• Build strong relationships with other teams and leaders, fostering collaboration and great service• Foster a team culture of 'doing what's right' with the intent of spreading it across the company

• Created schedules, reports, and forecasts for the Participant Services team• Streamlined processes to create efficiency and improve the employee experience• Helped build employee morale through upbeat communications and positive engagement• Developed charts, graphs and tools to improve management decision-making• Drove creation of improved forecasts to enhance responsiveness to staffing issues• Contributed innovative ideas for process improvements and system enhancements• Led presentations on scheduling processes and the employee scheduling portal

• Managed 25-50 Call Center employees, ensuring quality of the end user experience• Drove improvements in caller wait times, CSR accuracy scores, and incident resolution times• Enhanced employee morale through proactive communication, relationship-building, and problem solving • Improved hiring and staff growth/development, reducing turnover and improving team effectiveness• Drove development and implementation of a team SharePoint site, improving CSR resources and morale• Built strong relationships with clients and customers who were extremely demanding, or initially dissatisfied• Demonstrated a positive, can-do attitude which has led to process improvements and innovations• Led small- and large-group presentations to employees, vendors, clients, and executives

• Coordinated the successful implementation of the Costpoint procurement application• Developed software documentation and coordinated training/follow-up sessions• Dramatically improved Purchasing clients’ experience in a short period of time• Acted as system administrator for the NHS purchasing system, and built financial reports for operational teams• Created Purchasing processes, approval workflows, end-user documentation, and delivered software/process training to all levels of company employees • Built outstanding relationships with all levels of staff through constant engagement and outstanding support• Built excellent knowledge of accounting systems/practices and project management methodologies

• Analysis of quarterly Accounts Receivable reporting with 100% accuracy• Coordinated numerous audit projects on time, and with zero findings • Collaborated with internal and external auditors, and built strong relationships with IT and operational departments

• Assisted clients and vendors with claims software applications and file transfers• Delivered excellent end-user experience and contributed to a positive team environment• Creation and formatting of Medicare EDI claims files• Setup and troubleshooting of customer claim submissions• Review of reports and resolution of errors