Isabella Umberger Email & Phone Number

Columbia, Md, Us

• Assisted in the development of training materials for existing analysts and new hires• Continued to maintain Guru, the project knowledgebase• Assisted in the development of project knowledge by identifying knowledge gaps and identifying potential scenarios• Updated and maintained a Guru style guide for project use that accounted for application updates, individual project needs, and writing standards• Participated in project training to develop an understanding of project processes• Quickly responded to project changes, frequently implementing usable content updates within 1-3 business days, depending on the size of the update• Ensured Guru card content maintained a specific format and 508 compliance

• Created visually engaging presentations used at executive events having over 100 people• Stood up a Guru knowledge base for a CMS government contract project• Created a Guru style guide for company wide use• Collaborated on branding standards to use in eLearning and PowerPoint development• Created a 508-compliance checklist for eLearning development• Gathered and formatted information for government proposals• Increased the number of writers on a government contract team from 2 writers to 10 writers by designing and implementing training that improved the writing skills of project analysts• Created the blueprint for a timekeeping training module for HR

• Increased training cohort retention rates from an overall average of 33% to an average of 77%• Developed and implemented new hire training that directly contributed to increased productivity within the analyst’s first month working independently• Improved team morale by implementing monthly team building exercises and increasing team communication through Teams• Interviewed candidates to curate a capable team with diverse backgrounds• Updated the project knowledge base to improve accessibility and relevance for new hires• Coached Analysts and Task Leads on effective technical writing practices • Tested functionalities in Salesforce to replicate bugs and to gain firsthand understanding of technical processes• Documented and developed technical and business processes in collaboration with the client and the leadership team• Troubleshooted and resolved complex, project-specific issues for the analysts within Salesforce, Adobe, and Teams• Assisted analysts in understanding CMS documentation and processes where applicable• Escalated unsolvable issues to the CMS SMEs and Salesforce Admins where applicable• Reviewed Analyst’s cases for accuracy and to determine and address knowledge gaps• Provided continued training to existing analysts on new and complex scenarios• Utilized project expertise to complete complex cases

Baltimore, Maryland, United States

• Interviewed and recommended qualified candidates to form a diverse team• Generated creative and innovative ideas that drove client satisfaction and engagement• Improved existing materials to reduce analyst workload• Improved training materials and methodology to increase employee retention• Curated the project knowledgebase housed in Guru to improve accessibility, clarity, and accuracy of information• Managed indirect reports, monitoring their progress and giving feedback• Conducted daily Agile ceremonies in the absence of the Program Manager• Participated in biweekly deployments to assist in the migration of data

Baltimore, Maryland, United States

• Collaborated with multiple teams to migrate thousands of cases from the Provider Reimbursement Review Board’s (PRRB) paper filing system into a Salesforce-based system• Reviewed and searched documents for critical pieces of PRRB data to create an accurate and chronological filing history• Created procedural documentation to ensure uniformity in data processing and case completion• Reviewed cases to ensure completeness, accuracy, and conformity to customer’s requirements• Participated in daily Agile ceremonies and deliverables

Rockville, Md

Rockville, Md

United States

• Collaborated within a cross-functional team to deliver results across the business while remaining HIPAA compliant• Proactively assessed client needs and analyzed business processes to pinpoint areas of concern• Developed plans in conjunction with the team and client to achieve business goals• Communicated with clients and team members to gain clarity on product creation and quality• Gathered requirements for business processes daily• Documented action taken to guarantee completion of business goals• Confirmed team was on track by validating performance and product quality• Recorded incidents and addressed impediments as a team• Worked closely with clients to train in business process and offered detailed explanations to complex procedures• Informed user experience optimization through implementation of client feedback

Baltimore, Maryland, United States

Catonsville, Md

Catonsville, Md

Catonsville, Md

•Created a score map based on a specific idea and communicated those goals with the team•Provided methodologies for executing tasks•Created metrics to measure team performance on a scheduled basis•Provided multiple methods of achieving a shared goal while checking in with team members to ensure team consensus•Conducted weekly final rehearsals to validate results prior to performing the selected works for each week.

Baltimore, Maryland, United States

• Conducted music on the fall and spring concerts• Effectively communicated artistic ideas to choir to achieve a specific sound• Planned and rehearsed a small end of semester pop-up concert

Baltimore, Md

• Planned out and ran rehearsals and sectionals in the absence of or in conjunction with the Director, including leading warmups and conducting specific pieces with specific artistry in mind• Planned and ran Board meetings in which projects and choir interests were discussed• Revolutionized the role of the Camerata Board by implementing a 3-pillar plan to encourage singer involvement and morale, campus and community presence, and financial standings• Successfully engaged in external singing projects, like singing at a nursing home, which included logistical planning and resource allocation• Teamed up with the head of Promotions to manage the Camerata social media accounts and promote fundraisers• Boosted morale by hosting social events and starting new traditions

Baltimore, Maryland

• Provided singing leadership through demonstration of proper singing technique and acting as a resource for soprano section members• Stayed up to date with choir happenings to be able to communicate important information to the soprano section• Acted as rehearsal soloist for specific musical selections, which involved additional prep work• Planned and executed pointed sectional rehearsals to identify and resolve problem areas

Germantown, Md

• Delivered excellent customer service while fostering a creative environment• Championed the Passport to Imagination Program, providing arts enrichment to young children• Maintained day to day functions of a retail environment with precision and care

Bachelor’S Degree, Vocal Performance

Activities and Societies: Camerata Chamber Choir, Opera Workshop, Music Council of Majors

General Studies

Took classes during my time between colleges (transfer process) to continue and expand upon my education.

Bachelor’S Degree (3 Semesters Completed), Music

Activities and Societies: Grinnell Singers, Grinnell Symphonic Band, Collegium Musicum, Music Student Educational Policy Committee (SEPC)

High School Diploma And International Baccalaureate Diploma, General

Activities and Societies: Chamber Choir, Concert Choir, Treble Choir, Symphonic Band, National Honor Society, National English Honor.