Managed and optimized daily office operations to ensure smooth workflow and organization. Utilized a proactive approach and strong problem-solving abilities to effectively address challenges and enhance overall office efficiency.SYSTEM AND BUDGET OPTIMIZATION: Streamlined office processes and eliminated service redundancies, yielding an estimated $15,000/year in cost savings within the first 90 days of employment.MEMBER RELATIONS: Enhanced member relations for a 2,500+ membership base by refining committee processes, effectively deescalating member concerns, streamlining the new member intake system, and ensuring accurate management of the CRM database.OPERATION IMPROVEMENT: Leveraged technologies to streamline office procedures, including performing data integrity maintenance of the CRM database and identifying platform integration solutions.

Analyzed and transformed business operations through methodologies that identified inefficiencies, reengineered business processes, and redefined brand strategy.BUSINESS ANALYSIS: Conducted risk/gap analyses and implemented solutions, including operational revisions, B2B development, and produced operational policies and procedures documentation to streamline business operations, resulting in an average of 47% time/cost reductions.PROCESS IMPROVEMENT: Implement methods—including operational revisions, employee development/training, and producing policy and procedure documentation—resulting in modernized business operations and fully onboarded teams.SOFTWARE CONSULTING: Identified and implemented appropriate software applications, providing end-user training to improve efficiency and productivity.

Coordinated with a cross-functional team of Payroll, Security, IT, Organizational Learning, and Employee Health departments to process 100+ potential hires per week via HRIS and ATS systems. Conducted extensive background investigations to ensure legal and regulation compliance, which included drug screening reviews, candidate appeal interviews, and I-9/license/education verification.UX OPTIMIZATION - Increased CRM’s efficiency by configuring dashboards and creating 15+ canned SQL reports.PROCESS IMPROVEMENT - Developed onboarding process solutions adopted by the company within 60 days of hire.

Processed insurance verifications and prior authorizations. Coordinated patient care with referrals to appropriate healthcare providers within the patient's insurance network.TELEHEALTH IMPLEMENTATION: Spearheaded the transition to telehealth at the onset of the COVID-19 pandemic by configuring telehealth systems (Doxy.me and WellstarON) and providing technical support and training for clinical staff and patients to ensure seamless access to virtual appointments during the lockdown.APPLICATION OPTIMIZATION: Worked closely with EPIC Analysts to optimize SQL reports and fully leverage CRM (EPIC) features, leading to improved workflows.

Managed initiatives to develop relationships with member companies and analyzed member participation to identify key and potentially at-risk members. Created member retention plans and briefed executive staff weekly. Led system administration and training for association management software (AMS) databases that underpinned the association’s successful engagement with its members.IT PROJECT MANAGEMENT - Directed a 14-person, cross-functional team through four technical program projects (redesign, validation, implementation, and financial module configuration) and negotiated with platform CEO to achieve a 17% cost decrease.SYSTEM ADMINISTRATION - Remapped 60% of data codes to comply with new CRM model and removed 18,000 invalid records resulting in significant improvement of data fidelity.END-USER TRAINING - Created and led a comprehensive training program, developed business processes, and published a detailed training manual to increase user adoption of an organization-wide CRM implementation.TECHNICAL SUPPORT - Produced custom SQL reports and revised helpdesk process yielding a 75% cut in average ticket-closure times.CLIENT RELATIONS - Redesigned department operations and member onboarding/retention program resulting in a 36% decrease in annual membership terminations.