• Providing data science, analytics, and operational consulting to clients in multiple industries, including healthcare, staffing, and finance. • Specialties include data visualization, staff performance management, advanced statistical analytics, data mining, programming/coding, big data management, and report automation.

• Developed internal, external, and regulatory reporting for eight different departments.• Developed highly successful associate performance scorecard management system.• Developed and administered an outbound dialer system with agent and blaster capability.• System administrator for multiple contact center and workforce management applications.

• Monitored contact center metrics real-time to ensure all internal and regulatory KPIs were met.• Identified and called out departmental risks to leadership.• Upscaled reporting and application configuration to accommodate rapid membership growth.• Processed all scheduling functionality and time off management for 130 peak FTE contact center.

• Functioned as first tier IT support for contact center to maximize agent availability.• Acted as liaison between home department and enterprise IT to facilitate quicker resolution times.

• Managed >20 direct reports in ER Registration / Patient Business Services Environment.

Supervised ER Registration and Labor & Delivery departments of Level I Trauma CenterManaged > 20 direct reports on third shift.Responsible for all internal, external, and regulatory reporting.Manage payroll, administrative, stock inventory, and scheduling dutiesHandle Interviewing, Hiring, Training Coordination, and Disciplinary processes for departmentAct as front line service recovery intermediary dealing with negative customer experienceMaintain and troubleshoot all PBS applications and workstations as primary IT liaisonTrained specifically on organizational change and process improvementLed team through construction and deployment of world class Trauma Center expansion