Lynette Lee Email and Phone Number

o Key Achievements: Established Center of Excellence and value-added drivers for RPA clientso Create and implement short-term and long-term strategic plans with HPA Executive Leaders that align with key stakeholder expectationso Strategize with Operations Leadership Team to ensure expectations, SOW deliverables, and project timelines are well understood and achievedo Streamline Implementation Best Practice strategies with prospective and existing clients to implement and optimize their RPA processeso Reallocate resources to optimize workloads based on forecasted pipelines, client requirements, and government regulatory changeso Empower team members to strategize, mitigate and remediate risks resulting in shorter implementation timelines, reduced scope creep, and fewer client change requestso Track and evaluate individual performance by creating analyst-specific performance improvement plans

o Key Achievements: Streamlined inefficient processes and establish company social media presenceo Solved organizational problems by analyzing business requirements, documenting processes and designing solutionso Analyzed, resolved, and corrected payroll processes in QuickBooks to overcome challenges of inefficient processeso Collaborated with leadership team to identify the most impactful ways for data and analytics to drive decision making and accelerate profitable growtho Participated in the design and creation of system generated reports, reporting tools and databases for data generationo Served as liaison between business partners, stakeholders, management, and operational unitso Spearheaded tactical website and social media content creation management for CP Rigging o Conspired with internal and external teams to understand customer requirementso Conducted payroll system / employee research as required

o Implemented activities in test plans to ensure functionality, performance, reliability, and compatibility with company proprietary systemo Tested backend software for database interaction with the new system releases in QA, UAT, and Production environments during the SDLCo Developed, documented, and maintained functional test case results in MS Visual Studioo Facilitated test case reviews with Operations Department Leaderso Identified potential quality issues per written processes and escalated the issues to management to avoid deployment failureo Validated deliverables for functional and designed specifications and requirementso Isolated, simulated, and reported system defects to the Software Engineering Developers o Retested and verified defect fixes o Conducted troubleshooting and delivered technical support and assistance to end user departments with system software problems

o Mediated conflict resolution, conducted new hire interviews, annual reviews, employment terminations and other personnel managemento Headed continuous training through work reviews, QA sessions, team meetings, one-on-one coaching, and Continuing Education Classeso Coordinated with Senior Vice President to incorporate departmental goals into company-wide long-term and short-term business strategies and address personnel issueso Evaluated inventory and reports, including financial forecasts, aged inventory, data reporting and overall production goals resulting in deceased aged inventory to 20%o Boosted department productivity by 10% through streamlining complicated processeso Delegated and completed special projects for clients who require additional attentiono Analyzed and reported team revenue on a daily, weekly, and monthly basis o Implemented HIPAA and privacy controls within company policies and procedureso Improvements resulted in promotion to Software Quality Analyst

o Supervised forty-two direct reportso Pioneered new platform for claims billing throughout the companyo Implemented new bonus structure before it was expanded to all Operations departmentso Increased department production output by 25% with a 50% reduction in staff overheado Identified, interviewed and hired prime candidates who resulted in top department performerso Terminated or repurposed low performing employees resulting in a more efficient departmento Incorporated and streamlined processes for easier and faster billing of workers’ compensation claimso Reported short term and long-term forecasting to the Sr. Vice President of Operations resulting in a 60% reduction in backlogged inventoryo Transformed low performing department into one of the top performing departments

o Enforced correct processes and respond to any questions, issues regarding the claim denial processo Met and maintain departmental goals through productivity metric managemento Groomed team leaders to manage client revenue, aged accounts, and interpersonal communication skills with Claims Specialistso Compiled and reviewed productivity reports and audits such as payment checking, revenue benchmarking, and aged accounts. Provided follow-up with staff and appropriate departmentso Reviewed and investigated client inquiries regarding accounts, issues and updates. Work with the client connections department to resolve issues with the top client accounts

o Investigated medical payments insurance available to persons involved in motor vehicle or premises accidentso Billed insurance companies with accurate and timely Coordination of Benefits (COB)o Consistently met or exceeded productivity goals for 25 weeks while maintaining 90% accuracy rateo Effectively communicated with internal and external customers, patients, and attorneyso Managed confidential patient information within current HIPAA guidelines