As a representative of the Digital organization, I ensure front-line staff receive timely and accurate communication and training as our digital assets continue to evolve. I work to foster internal team knowledge by developing clear and concise performance support content for our internal online resources. In addition, I serve as a team mentor, coach, and subject matter expert.Trending and data analysis are also key attributes of my position. On a daily basis, I’m responsible for creating and maintaining a variety of reporting dashboards used for identifying problematic trends before they surface. These assets are also used to identify opportunities to improve our member’s digital experience.In July 2022, I took on the additional responsibility of managing a team of four application support analysts. As a people manager, I thrive in driving the success of my staff. I consistently provide encouragement and guidance to keep them on track to achieve their professional and personal goals.

In this role I provided support to the business by recommending appropriate actions, strategies and/or alternatives to meet business needs. I created and managed multiple reporting dashboards for high-profile programs, this included reporting to track delivery and success proof points. With this I routinely generated insights and provided guidance to business leaders to improve program execution. Leading with influence was a key factor in the success of my position. In addition, I was responsible for the coordination and execution of quarterly planning sessions, and I provided support to various teams within Aetna Digital. It is with these combined functions that I ensured the end state of each program I supported met business objectives.

In this role I was accountable for leading and managing all aspects of a project and/or program. This included planning, analysis, coordination, development, prioritization, implementation, and resource allocation. The use of critical thinking and applying rational to improve the overall customer service experience was a key tool I applied to meet business objectives.

In this role my primary responsibility was to provide centralized support for the company’s annual open enrollment. In this capacity, I provided assistance to ensure all impacted functional areas communicated and collaborated to successfully build and install plan sponsor cases, thus securing access to care for membership.

In this role, I served as a consultant and project manager on various training related initiatives. This was consistently completed by developing appropriate training strategy and applying technology solutions to instructionally sound self-paced and instructor led training materials. To contribute to the success of my outcomes, I upheld open communication with project stakeholders, and managed the timeliness of project tasks from infancy to implementation.

In this position I was responsible for the design, development, delivery and implementation of comprehensive technology based training solutions and communications targeted at customer service and claim processing staff.

In this role, I was responsible for facilitating face-to-face and distance learning training sessions for new hire and existing customer service and claim processing staff. This included supervision and management of trainees, coaching, auditing performance, and the creation of supplemental curriculum for classroom delivery.

The primary focus of this position was to resolve customer inquiries through research and problem solving, while working in partnership with others to meet and exceed the customer's expectations. Other duties included, quoting accurate benefit/eligibility information, the handling of provider contract inquiries, and the reprocessing of health insurance claims when needed. In addition to customer correspondence, routine special projects were assigned.

During my tenure with Vision Corner, I was accountable for all laboratory manufacturing functions involved in producing quality eyewear, along with the responsibility of management and supervision of technical staff. During this timeframe I earned certification by the American Board of Opticianry as a certified optician, and by the National Contact Lens Examiners as a certified contact lens fitter. This certification was maintained during my tenure with Vision Corner Optical through ongoing, continuing education.