▪Implementing and developing a new Standard Testing Team whose focus is on fixes and enhancements applying to all state paths▪ Planning, managing, and reviewing a large system upgrade (consisting of 258 user stories per path) to be carried out and tested over periods of 2-week sprint cycles applying SAFe Agile methodologies▪ Joining forces with state specific plans and vendors to tackle user stories needing to be defined and/or tested for upcoming sprints and to help reduce the total workload for other teams▪ Creating simplicity and championing quality by working to standardize state provider manuals regarding submitting and billing of claims

▪ Collaborated extensively with teams across several functional areas to successfully process 3 Implementation Agreements (IT, Integrated Accumulations, Member Communications Operations Employee Group Waiver Plan)▪ Managed project-specific tasks and coordinated with teams to support client Implementations for coalition work▪ Assisted senior teams with managing critical project timelines through daily reports of team task statuses and outstanding issues▪ Shadowed various implementation managers and functional areas to understand their respective organizational processes and responsibilities

▪ Improved existing processes by analyzing Post Call Surveys, tracking employee productivity, and standardizing processes and procedures across multiple HEDIS and Medication Adherence teams▪ Standardized and expanded staff and Manager scorecard operational reporting and 1:1 performance feedback template/tracking▪ Developed and maintained written procedure outlines, job aid and quick reference guide documentation for department processes▪ Launched and rolled out a caller ID program working through contracting and implementation with team support

▪ Analyzed and streamlined reporting capturing customer service representative questions and queries▪ Worked on claim inventory management for the department ▪ Determined locations and team leaders holding aged claim inventory o Compiled a master list for inventory taken from daily snapshots o Looked for opportunities to reallocate resources to get aged inventory down ▪ Reviewed CSR calls with members and provided feedback on improvements that could be made

▪ Completed an extensive health insurance course and passed the state certification test for my license▪ Worked on the “Aflac Shark Tank” Intern Project▪ Worked with the Human Resources Department to scout and recruit agents

▪ Analyzed and streamlined reporting capturing customer service representative questions and queries▪ Worked on claim inventory management for the department ▪ Determined locations and team leaders holding aged claim inventory o Compiled a master list for inventory taken from daily snapshots o Looked for opportunities to reallocate resources to get aged inventory down ▪ Reviewed CSR calls with members and provided feedback on improvements that could be made

▪ Processed Vehicle, Credit Card, and Personal Loans and then sent it off to be decisioned▪ Spoke with members regarding their loan application and assisted them through the process▪ Worked on a side project processing liens on vehicles

▪ Helped check members’ loan applications for correctness and accuracy ▪ Worked on the “MCU: The Competitive Edge” Intern projecto Responsible for the Cost-Benefit Analysis of the Loyalty Program and presented it to the senior management of MCU

Counselor responsible for all aspects of managing and developing activity programs for 20+ children (aged 5-10)