Joshua K. Email and Phone Number

Leading efforts to replace a legacy customer management and invoicing system with a modern CRM package.⦁ Create project requirements, current/future state documentation, and evaluate/select a new software solution⦁ Lead the configuration, installation, testing, training and deployment activities for the company

Successful management both cross-functional business and technology projects related to provider operations while leading in provider/client support and escalations for audits, investigations, and SIU. Led system enhancement activities by defining requirements, creating/executing test plans, and managing communication/deployment. ⦁ Directed the work of the provider audits and Investigations team—resulting in $3.3M operating income recovery in 2023⦁ Evaluated enhancements and continuous improvement initiatives to business processes and software modifications⦁ Strategically executed data analysis, reporting, budgeting, forecasting and external client data activities

Key contributor to the organization’s effort to modernize and replace the legacy manufacturing systems in the U.S.A, while serving as primary point of contact for manufacturing sites in the conversion process. Evaluated/documented current state business processes and technical solutions and created requirements for future state. ⦁ Led the business testing efforts and documented defect while modernizing/improving the ERP/digital systems⦁ Trained users on the new software package and management of the project plan and defect tracking systems⦁ Collaborated across all stake-holding organizations to execute the charter of engines modernization

Led new client implementation activities and onboarding of company’s largest clients including Cigna commercial and Cigna Medicare of 2M+ lives. Served as primary project contact to the external client and coordinated all external activities with the client and third-party vendors for integrations⦁ Managed key relationships during implementation and during hand-off processes to account management team⦁ Clearly defined technical requirements for system enhancements and trained client on new processes⦁ Managed cross-functional work of multiple internal business and technical teams

Designed/implemented business and technical solutions to internal and external company-wide initiatives and projects while creating project plans, managed deliverables, and led project teams. Documented current state process and partnered with business and technical teams to create solution requirements, process maps, test plans, and organizational communications.⦁ Partnered with account management team to support innovative solutions impacting largest clients⦁ Tapped as primary internal/external point of contact for process re-design projects

Provided first/second level customer support to company’s largest clients and served as the relationship owner for post-implementation issues, questions and projects. Acted as primary point of contact between sales, account management, technical teams and third-party vendors on projects and escalated issues⦁ Trained customers, third party vendors, benefit administrators and internal associates⦁ Created customer-facing training guides, communications, and operating procedures⦁ Executed standard and custom data queries and reporting requests⦁ Supported account management in revenue growth opportunities

Led internal and external projects for the manufacturing Assembly department while supervising team of eight full-time employees. ⦁ Primary point of contact for external customers on all assembly jobs in production⦁ Gathered project requirements and created project documentation⦁ Managed customer-owned and consignment inventory

Provided technical applications support (in-person and remote) for internal and external customers. Created test cases, executed software testing and managed defect reporting. ⦁ Wrote, edited and maintained software manuals, operating procedures, and newsletters⦁ Set up new customers on company’s proprietary software packages⦁ Trained end-users on software and hardware functions