Led a team of 8 Director-level colleagues with oversight and strategic leadership of nationwide Workforce Solutions, Customer Service, Client Operations, Quality Assurance, and Project Management supporting Inbound and Outbound contact centers supporting insurance companies, employers, and consumers.• Managed Nationwide Customer Service operations for 250+ colleagues supporting our digital experience and member incentive programs, boosting Quality Assurance from 85% to 95%, Customer Satisfaction from 4.1 to 4.5, and increasing efficiency from 3 contacts per hour to 5.• Drove profitability and efficiency across multiple lines of business at multi-site call centers with >400 colleagues – consistently reaching an average of 4% under budget annually• Engineered major cost reduction initiatives achieving >30% reduction across multiple contact centers via in-sourcing, process optimization, and technology enhancements including the use of artificial intelligence to automate post-call documentation.• Deployed artificial intelligence in the contact center for Quality improvement, achieving 100% interaction scoring, reducing quality assessment time by 70%, and improving the overall quality results by 10%.• Introduced artificial intelligence in the contact center for Customer Satisfaction, achieving iCSAT scores for 100% of interactions by utilizing voice sentiment analysis, conversational intelligence, member effort assessment, and first contact resolution.• Optimized outbound Engagement Specialist team performance, resulting in a 60% reduction in cost per member engagement through improved handling time, connectivity, and productivity.

Directed a team of 10 Workforce Management specialists responsible for nationwide Workforce Management, Capacity Planning, and Operations Analytics across multiple contact centers and in the areas of staffing and campaign strategy, execution, and management.• Owned and performed forecasting and capacity planning, supporting multiple lines of business at multiple call centers with >700 colleagues, achieving 98% forecast accuracy and meeting >99% of Performance Guarantees.• Executed migration of multiple contact centers using multiple to Five9 contact center solutions - resulting in 4-10% cost reductions, process standardization, and ultimately efficiency gains.• Modernized contact center operations across multiple lines of business (Customer Service, Health Advocacy, Lifestyle Coaching, Medical Record Retrieval, In-Home Care) by implementing multi-channel work environments, digital deflection strategies, automated real-time monitoring, etc.

Kythera Labs provides a data management and analytics platform to process healthcare data of all types and apply machine learning to look for signals that can report and predict behavioral patterns of patients, practitioners, health systems, and payers.We help healthcare information companies build enterprise-scale products to serve their customers, and we help all types of healthcare organizations (e.g. hospitals, pharmaceutical manufacturers, technology companies, government entities) understand the performance of their markets and the individual entities within them.Our sample of over 300 million US patient-lives, served from our cloud-based, machine learning-driven platform, brings scale and speed that performs exponentially faster than any other technology in the healthcare data and analytics world. Bring your own data to our platform and we will combine it with ours to give you an unsurpassed view of healthcare events at a level of fidelity and quality that is quickly actionable and highly affordable.The team at Kythera Labs has been solving problems for decades using proven data science concepts and unique technologies to enable decision making and growth for healthcare organizations. Our focus has been to be humble and curious in all of our work. We have learned life is too short to not enjoy the journey. Our team understands that trust is at the heart of innovation and it is something we work at everyday.

Performed data warehousing, analysis and modeling for KPIs, SLAs, forecasting, and capacity planning• Managed Agile development cycles as Scrum Master, overseeing up to 10 resources and 1000 hours of tasks per monthly sprint. • Utilized simulation, modeling, statistical analysis, and Erlang staffing calculations to publish internal white papers on optimal shift break and duration strategies based on fatigue and learning patterns, resulting in a 6% increase in efficiency.• Developed a robust enterprise billing engine using stored procedures and dynamic SQL, increasing processing speed and accuracy by 8%.• Created a rules-based outbound campaign engine using Perl for automation, enhancing process performance and outbound connectivity.• Administered data warehouse management via SQL and PDW using dimensional modeling, stored procedures, and rules-based engines, improving accuracy and reducing data storage and processing time.- Requirements Committee Lead, responsible for making decisions and defining requirements on how to interpret, utilize, and report on key data and metrics needed for the business.- Responsible for exposure of data via the creation of ETL processes (Data Extract, Transformation, and Load) - specializing in transformation- Created simplified models of complex, over-normalized source data requiring extensive subject matter expertise. - Used Kimball's data warehousing concepts to design and create dimensional models in support of business reporting needs.

Collected and analyzed data to evaluate operational difficulties and recommend solutions to the business. Developed and followed established modeling and evaluation processes to determine the effectiveness of current operational activities and to determine problem areas and develop solutions.- Created a data model used by our team to create an outbound dialer simulator used for staffing calculations and testing campaign changes in a simulated environment.- Performed statistical analysis on optimal break strategies and published a white paper internally revealing the results of the study, the impact to the business, and recommendations.- Performed statistical analysis on optimal shift lengths as impacted by learning and fatigue factors - the curves created by colleagues performing tasks faster as they progress through the shift vs. performing them slower or with less accuracy as a result of fatique).

- Responsible for the derivation, design and coding of mathematical models used to optimize the effectiveness and efficiency of call center operations. - Created Inbound Forecasting Models used to predict inbound call volume and calculate the required staffing using Erlang functions- Created and managed an automated Performance Guarantee (PG) Metric Measurement Dashboard to monitor 300+ PGs for 50+ clients across the enterprise. This process also supported PG Alert campaigns and UI messages to maximize successful year end metrics.Job Requirements* Bachelor’s degree in Industrial Engineering, Operations Research, or Mathematics. * 3-5 years of related experience in applying several operations research methods such as mathematical modeling, optimization modeling, stochastic simulation, probability and statistical analysis, decision analysis, and applied gaming theory is preferred * 3-5 years of experience with SQL and programming in an object-oriented programming language. Special Skills:SQL, SAS, PERLThis position required a responsive and committed individual who recognizes the importance of interdependency while being able to lead sub teams in performing large work plans within compressed timelines.

Managed a team of 4 Workforce Management specialists for a single contact center, responsible for staffing, scheduling, real-time management (RTM), and creating outbound call strategies using technology and data driven insights to maximize connectivity and successful outbound calls.• Trained a small team with little prior experience or knowledge of Workforce Management to become subject matter experts who are still in the field and now averaging >15 years of experience.• Created “Relative Value Index” for colleagues to create their own flexible schedule based on the “business value” of specific days/hours – resulting in maximized outreach efforts and staff schedule satisfaction.• Created custom tools using Access/Excel to track and report Quality Assurance (resulting in quality improvement) and Paid Time Off (resulting in increased PTO accuracy).The Manager of Workforce Solutions is primarily responsible for overseeing the functionality and management of the Aspect predictive dialer system to ensure optimal call delivery to colleagues who provide telephonic healthcare education. This includes creating call strategies to maximize technology, improve efficiencies, and manage resources. This position also plays a strategic role in the design and development of new products, campaign design, business rules, scalable solutions and new dialer technology and methodologies.The Workforce Solutions Manager is an active member of the Business Unit (BU) leadership team, strategically aligned with Business Technology and Development  Managed the Aspect Dialer for optimum efficiency and overall effectiveness. created call strategies to maximize technology, improving process efficiencies, and determining appropriate staffing ratios and scheduling of telephonic colleagues. Active member of Leadership team and other committees Operations Leadership, Quality Committee, and Standards of Practice Committee Project Lead for the Six Sigma Callback Improvement Project

Data analysis and modeling (SQL, MS EXCEL), custom database creation and administration (MS ACCESS) Designed and implemented periodic and ad hoc reporting using SQL, MS Access, and MS Excel Automated reporting via VBS, DOS, and Windows Scheduler Completed data mining and analysis requests Created custom tools using Access databases, linked Excel spreadsheets, and automated email alerts for Member complaints, case management referrals, time management, call quality, etc

Systems Analyst (Apr2006 – Sep2007) Direct Material Cost Reporting & Forecasting (Subject expert for CAT Sanford) Managed Global Material Cost Tracking projects related to expected savings/loss Completed DMAIC Six Sigma Greenbelt Certification and several Six Sigma projects including Cost Management, Warranty Recovery, Supplier Quality Accountability Acted as Metric Coordinator for standard reporting and leadership presentations Responsible for ad hoc data analysis requests related to Cost, Quality, Delivery and Warranty Custom tool creation using Access Databases and Excel spreadsheets Systems trainer for new and existing employeesPurchasing Analyst (Feb2006 – Sep2007) Key contact with suppliers for Skid-Steer and Multi-Terrain Loaders Facilitated communication between buyers, engineering groups and suppliers. Identified supplier challenges and developed methods to improve performance. Developed strategic plans for improved product cost and quality Created, submitted, tracked, and analyzed all supplier quotes and negotiated pricing. Ordered parts and tracked incoming samples, prototype parts and pilot builds.