Responsible for the leadership, development, and execution of the Omni-Channel experience blueprint as we transform from a single-channel to multi-channel to omni-channel service organization. Partnering with business operations executives as I lead them through this change.

• Developed the telephony consumer experience for multiple lines of business• Managed business relationships and delivered against strategic goals• Provided executive visibility to timelines and value being delivered

• Mobilized efforts to train call center staff on a new pharmacy dispensing system across all existing and new call centers. • Cataloged legacy organization telephony infrastructure data, during a company merger. • Managed the timelines, project plans, resources, and escalation process to implement an IVR system for the specialty call centers.

• Instruct grade school and middle school girls in ballet, jazz and tap dance• Act as a leader and role model to the students• Choreograph multiple dance numbers for ballet and jazz performances annually• Create and lead engaging and active weekly classesThe Dance Center - http://www.thedancecentermn.com/

• Worked with OptumRx’s Business Initiatives Department as a senior project manager on multiple projects.

• Served as Agile Product Owner for pharmacy dispensing system - new functionality team• Spearheaded market introductions of technology solutions for hearing and visually impaired patients • Managed and lead enhancement process for pharmacy dispensing system • Prioritized defect management of pharmacy dispensing system and prescription label • Assisted with cycle release testing of pharmacy dispensing system and prescription label• Developed and maintain relationships with internal and external partners to assist with improvement of pharmacy dispensing system and interfaces • Supported 1672 pharmacies by answering questions regarding prescription processing, to ensure guest service at an 86% completion rate within 24 hours

• Provided onsite and remote store support during the implementation of a vendor developed pharmacy dispensing system to 1672 pharmacies • Developed, implemented and maintained a training strategy for the new pharmacy dispensing system for 14,000 store team members and 200+ headquarters partners • Supported stores by answering questions regarding prescription processing, to ensure guest service at a 72% completion rate within 24 hours • Managed defect prioritization of vendor software, resulting in issue resolution and decreasing open issues by 39% • Assisted with cycle release testing of pharmacy dispensing system

• Led store support team who resolved prescription billing issues, to ensure Target reimbursement and a 91% guest service completion rate within 24 hours• Provided level 2 support, resolving escalated prescription processing and billing questions from store teams • Created and maintained internal reporting dashboards for quality and productivity metrics • Developed training and standardized communication processes for my team and partner teams • Assisted with implementation of D.0 pharmacy industry claim standard change by insurance plan file scheduling, plan updating and support resulting in 2012 company best team award • Selected to participate in evaluation and selection of vendor dispensing system solution

• Provided store support by answering questions regarding prescription billing issues to ensure Target reimbursement and a 86% guest service completion rate within 24 hours • Supported stores during the rollout of a Target developed pharmacy dispensing system to 134 locations • Managed peer schedule to support stores across 4 time zones during rollout of new dispensing system • Served as client manager for Business to Organization Flu Program• Led Pharmacy Fraud, Waste, and Abuse claim investigations and resolutions

• Received and accurately processed, filled and dispensed prescriptions daily• Resolved insurance rejections and billing issues• Maintained drug and supply inventories with daily ordering, processing drug recalls and returning salvageable medications • Coordinated the pharmacy technician schedule• Prioritized tasks and organized workflow to increase efficiency and guest service

• Developed a strong command of working and thinking fast on my feet• Enhanced time management and prioritization skills