• Lead capacity planner for Centene Medicaid Products• Regularly present to Operational Vice Presidents on plan movements and staffing strategy adjustments.• Lead developer of the CA Medicaid, CA Commercial, and CA Behavioral Health staffing models.• Analyze and adjust market-level model assumptions including shrinkage, occupancy, attrition, volume, and average handle time to refine forecasting based on trending data.• Developer for several additional data analytics tools for the Department of Workforce Management tracking model variance, staff level relative to budget, model forecast to actual data, and model structure enhancements such as market additions and summary templates used in executive-level presentations.

 Lead reporting developer for the 2022-2023 Centene Medicaid Workforce Regionalization project creating multiple original standardized report templates now in use across all 5 Centene Medicaid regions. Capacity planner for the Central Medicaid region managing call forecasting, call statistic capturing, and staff planning. Regularly present to Regional Vice Presidents, Call Center Directors, and Call Center Managers to report on staff movements, financial impact, forecast adjustments, at-risk markets, and future staff planning. Worked with operations managers across Centene Medicaid regions to compile a data dictionary of contract requirements and state-specific calculations for those requirements to build summary compliance dashboards.

 Analyze trends in call arrival patterns, staff attrition, and shrinkage to advise scheduling strategy. Worked closely with management to perform analysis and establish department-level and individual performance goals. Departmental reporting, analytics, and SharePoint systems subject matter expert. Technical specialist for the COVID-19 remote work initiative developing procedural documents, hosting training sessions, managing equipment databases, and providing in-person and remote technical support to call center agents.

Daily work included accurately updating company database with new test results, correctly filling out and submitting state forms confirming test results, and archiving previous records for long-time storage.

My responsibilities included configuring and ultimately building six new company computers for use in the office and lab, assisting in new-employee email configuration, troubleshooting lab equipment abnormalities, setting up new client user accounts, and performing regular help-desk duties in a professional office environment.