• Research, analyze, refine data, deliver information, and provide advice to all stakeholders regarding trends, spending, and activities, use data to effectively coordinate, plan, and implement program deliverables and ensure effective use of resources• Provide a high level of support to the Native American community in response to emergency circumstances• Coordinate and aid in writing reports, and the facilitation of conference calls, meetings, and other program events.• Ensure formal agreements, contracts, invoices, and purchase requests follow proper channels and are by the funding agency and policies/procedures• Maintain accurate and complete program files• Assist with administrative functions as needed including, maintaining the program budget; travel arrangements; expenses and logistics for training's and meetings; maintaining inventory for program equipment and materials

- Successfully manage a group of 21 trainers who teach all medical staff EHR and Epic software systems. The team helps improve healthcare access and patient experience, advance quality and outcomes of care, and reduce clinical risk. - Coach and develop trainers- Manage caregivers, planning, budgeting, directing, and providing oversight to their operational unit. - Coordinate, facilitate, and evaluate the degree of provider and caregiver impact before and after system upgrades and improvements.- Create an environment in which people feel valued, respected, and energized to explore new methods of doing business, generating revenue, and taking calculated risks. Develop employees based on linkage to business requirements and ensures employees are competent to manage change.- Demonstrate a clear understanding of core business structures, systems, practices, trends, and technologies within our current industry and of those in which we choose to compete in the future.- Manage staffing levels for assigned areas in terms of providing adequate coverage. Work to counsel, coach, motivate and delegate activities, interactions, and processes.- Provide support to the organization, division, and peers as a critical function of all IT professionals. - Provide an additional level of decision making for workgroups to facilitate project momentum and maintain project timelines by removing barriers and assisting with prioritization.

Career Summary:Effective leader and manager passionate about developing people to the highest of their ability and motivating them to create a world class quality business they can be proud of. I successfully manage teams of 10-24 people. I have 15 years of experience teaching in a corporate adult learning environment, in-depth understanding of learning process and a great ability to coach and counsel quality leaders, trainers, and teams. I have one of the highest employee retention rates and highest number of advocates promoted. This is attributed to my ability to create an environment in which people feel valued, respected, and energized.• Responsible for overall team performance, consistently produce top performing team• Complete staffing report, conduct staffing meetings to determine business needs, manage staffing daily to maintain adequate coverage and efficient usage of time and budget • Conduct weekly 1:1’s, monthly team meetings, daily coaching, development and motivation• Perform interviews, hire and terminate employment • Manage team of 10-24 Consumer Advocates• Ability to develop those that are struggling into successful advocates

Promoted from Quality Monitor to Senior Quality Monitor to Experience Quality Leader• Raised External Quality Scores (EQOS) of the lowest performing team to the highest performing team by providing coaching, counseling, development and encouragement• Responsible for EQOS for team of 10-20 advocates• Assisted in creating new business curriculum, managed temporary trainers, facilitated training, developed, coached, educated advocates in training classes, performed graduations and mentored• Performed full range of quality service duties to monitor and coach to performance level of advocates. Monitored calls/cases to insure all quality and business transactional procedures are being followed correctly and consistently• Tracked, evaluated performances, identified concerns and opportunities, offered new ideas and approaches to improve productivity/quality/sales • Initiated, developed and implemented action plans for achieving business metrics and company goals to improve processes and procedures.• Led, taught, directed and drove new-hire classes, management and specialty groups • Worked with upper management and HR on escalated employee issues• Provided motivation for employees by creating contests, programs, rewards and recognition

Earned several promotions within the Service Department to Customer Relations,• Resolved escalated consumer issues regarding service contracts and appliances, de-escalated, provided World Class Consumer Service• Trained new employees, provided mentorship, support, and guidance to call takers • Provided resolution for escalated consumers via phone calls or written communication• Worked with third party partnerships, Better Business Bureau, internal legal department, Corporate• In-coming appliance calls. Work with terms and conditions of service contracts and warranties• Actively sold Service Contracts