• Create, maintain, and utilize DB2 Host environments to provide monthly reports including but not limited to member migration between LOBs, member contact data, and private business dental membership analysis• Utilize VBA and MS Access to provide support for multiple end user solution databases including error resolution and upgrades to DB functions• Lead successful projects which provided enhanced processes and enrollment reporting. These projects included but were not limited to process improvements, MS Access Database enhancements, building table structures in a DB2 host environment, enhancement of existing SQL queries, and developing data visualization in Tableau

• Utilized VBA, Excel and Access in order to support operational process improvements, reporting needs, and provide workflow solutions• Generated reports using DB2, Business Objects, and MS Access to identify areas of loss associated with benefits, membership, billing, and claims• Coordinated with management to review ACA operational processes, make recommendations, and implement new processes / projects• Provided key support in the development of an overhaul to operational workload processes which drastically reduced the manual research required to audit 834 records. This significantly improved the rate and accuracy of error resolution and CMS reconciliation processes

• Designed and coded reports using SQL, assisted with VBA macro generation / implementation to support workflow, ad hoc projects, trend analysis, and general process efficiency improvements• Participated in scope, design, and post implementation project meetings as an operation’s representative and SME• Customized and generated reports in Business Objects to support weekly productivity stats; which included reviewing system generated productivity reports against staff generated completion statistics to audit for accuracy• Manually reviewed WMS [workflow management system] queues and reviewed against WMS reporting tools [workflow dashboard] to audit for accurate systematic reporting and submitted tickets to I/S as needed• Submitted projected staffing proposals to management by reviewing productivity information, such as time associated with work completed, to determine FTEs required per process• Awarded Corporate CARE award for “Support Staff” due to extensive contributions to Marketplace operational areas, process development / improvement, and implementation of processes / projects resulting in a successful 2015 Open Enrollment

• Lead ACA Operations team during the first year of Marketplace Operations. Developed operational processes, tested workflow systems, and acted as enrollment SME• Identified and reported enrollment numbers, including volume trends and the number of errors per enrollment received. This included a requirement to troubleshoot data anomalies [severe drops in enrollment or spikes in errors] and determine root causes• Defined Marketplace operational reporting needs, including SQL requirements for Business Intelligence reporting / macro requests, to facilitate operational workflow and error resolution• Generated and presented operational status reports which included number of tasks completed by staff, time associated with completion [errors worked per hour], and daily pending• Identified opportunities for process / policy enhancement and presented recommendations to management. This resulted in the successful implementation of a Marketplace Operations project / enrollment team which increased opportunities for training, staff progression; significantly enhanced Issuer to CMS reconciliation efforts and led to the elimination of significant enrollment error backlogs

• Operations lead for the new eBilling platform implementation project; which required close work and communication both with the vendor and management. Included training CSAs, group administrators, and external agents in the use and functionality of the eBilling platform and developing / presenting PowerPoint training sessions and fielding all escalated inquires / calls• Analyzed monthly Blue Steps QA scores / trends, consisting of 8 call elements, and first call resolution percentages for coaching recommendations and emphasis – awarded with Corporate CARE award for “Coach of the Month” and nominated as “Coach of the Quarter”• Provided inquiry support as the dedicated CSA for high profile agencies, while working in a call center environment – awarded with multiple Corporate CARE awards for “CSA of the Month”

• Performed store closing procedures at my primary store as well as others within the division as needed to include register countdowns and safe handling of store end of day cash• Performed standard retail functions such as point of sale, planogram setup, inventory, and outage recording• Lead team from last place in the division to consistently competing for the top spot in weekly sales competitions