Develop and support Outreach Representatives with assisting and educating health plan members navigate through system ensuring all members receive proper preventative medical care. Created workflows to streamline Outreach staff functions increasing appointment take rate by 75%.Create and maintain relationships with health plan families, providers, and community based organizations.

Led team of 14 individuals to collectively generate over $8 million dollars in revenue in a cost center environment through VRA, EDN build and optimization efforts. Team delivered over 20,000 SML recommendations that ultimately generated over 48 million dollars in revenueTeam supported sales in articulating the value of or SMLocal program & its performance expectations.Optimization revenue exceeded 3.6 million dollars in revenue from EDN build and Optimization efforts. Oversaw client retention efforts by solving client concerns, evaluating root cause and implementing process improvements to enhance our client experience.Supported YP, IDS, SEM, CMR, iCare and OCS sales channels to ensure product knowledge. Set proper expectations of PPC, EDN, SuperVisibility (FFV), SuperLeads Internet, SuperLeads Multi-Product and SMLocal products assuring our clients were matched to the right product.Supported sales partners to ensure our clients (new and existing) were matched with the right product to ensure optimal experience from our services.Maintained continuous partnership with Marketing, Methods & Procedures, Training, EDN Management, iCare Partners to ensure proper documentation of processes and procedures were created and communicated for release of products and services touched by the Optimization team. Operated with minimal resources to meet the needs of the business. Maintained flexibility to accept special requests from Director, Marketing, EDN Management, and Sales partnersPartnered with development to create streamline tool for immediate WIP results. Management is able to drill down results to engine and capture productivity. This tool was created to omit the need for manual tracking saving timePartnered with development to implement an auto approval/denial process for a 24-hour turn around eliminating the need for manual review by 43%.

Build and support translation for customer lines (PRI, T1, IAD and UNE), add/disconnect feature changes, PIC requests, move, and conversion orders using any of the following tools & systems: Lucent, 5ESS switch, TBS, RAX lists, IS2, COE, APE/GOE, price catalogAssisted SPOC, NRC, Operations, Field Techs, NTTC, and provisioning teams identifying and troubleshooting issuesMaintained specified switch surveillance and clean up with aging customer referrals by using the MCIAS & Connectvu Systems.

Accountable for management and provisioning of broadband data networking for all broadband data and integrated data/voice services nationwide.Facilitated communication between internal departments, local exchange carriers, and pone vendors for successful completion of service transfers