As a Manager of Professional Consulting Services, my primary focus is on the development and enhancement of consulting services. I excel in effectively managing consulting resources, leading project teams, and ensuring the successful delivery of consulting services that contribute to the implementation and production support of SaaS solutions. Managing consulting resources: I oversee a team of consultants, serving as their direct supervisor. I am responsible for their professional development, performance management, and ensuring that they are appropriately allocated to projects based on their skills and expertise. By fostering a collaborative and supportive work environment, I motivate my team to consistently deliver exceptional results.

Health Care Service Corporation is a health insurance company that is an Independent Licensee of the Blue Cross Blue Shield Association) servicing 17 million members in Illinois, Texas, New Mexico, Oklahoma, and Montana. Leads a team of >200 to process claims, inquiries, resolve technical issues, manage inventory, and complete daily operations for Blue Card Central. Manages a $1.4 million budget and allocates resources to meet business needs. Leads a wide range of projects aimed at boosting efficiency. Monitors team performance and conducts analyses to uncover business gaps and improve key performance indicators. Consistently identifies innovative ways to streamline operations and spark continuous improvement. Collaborates with vendor partners to effectively manage and maintain Service Level Agreements. Advises departments and stakeholders on operations and ways to resolve issues.• Established the processes, procedures, and infrastructure needed for the long-term success of the department. Troubleshoots issues and introduces innovative ideas. • Cultivated a highly qualified and successful team of >200 by playing an active role in the hiring process and providing coaching to team members. Encourages professional development and maximizes team performance.• Revamped the employee training program to appeal to all adult learning styles and optimize training success. Grew team by 60 new hires.• Transformed the team and company culture to emphasize accountability, encourage open communication, and share ideas by leading feedback sessions and facilitating meetings.• Reduced waste and boosted efficiency after collaborating with an efficiency vendor to create a performance baseline and overhaul workflows.• Decreased employee turnover and improved engagement by using excellent communication skills to quickly diffuse and resolve conflicts and scheduling errors.• Actively worked to improve performance scorecards. Submits regular reports to the Association.

Conducted up to 15 employee audits and reviews per month company-wide, identifying any potential issues and working closely with each team member to improve performance and overall quality. Reviewed and analyzed quality transactions to uncover potential issues and make suggestions. Tracked performance trends across various lines of business and developed reports for the executive leadership team. Collaborated with internal partners to gather information through meetings, interviews, and focus groups.• Promoted consistency among auditors by identifying trends and providing individualized coaching.• Improved communication strategy and performance after identifying an issue in the state of New Mexico. Changed the verbiage in corporate memos to improve comprehension among a diverse employee population.• Prevented high-dollar losses for the company and enabled the New Mexico locations to retain their license by uncovering quality issues during audits. Developed and implemented strategic actionplans to improve performance.• Improved quality by 5.25% over 2 years after addressing quality concerns in a state not meeting expectations. Observed staff and reviewed workflows to identify the root cause of performance issues. Implemented new processes and procedures, offering training and mentorship to staff.