Michael Bernard Jr Email & Phone Number

Portland, Oregon, United States

Portland, Oregon Area

►Design, implementation, and management of Physician scheduling data marts (and their ETL processes) for the NW and Colorado regions.►Creation of technical documentation and data dictionaries supporting the Physician scheduling software and team-owned SAS programs and reporting.►Development of SAS-based reporting, both scheduled and ad hoc, to support KPNW and Colorado.►Analysis and support of primary and ancillary data structures, SAS programs, jobs, or flows relating to issues with the Physician scheduling software.►Consulting and assisting external department analysts in utilizing the Physician scheduling data for reporting and analytics.

10300 Sw Allen Blvd, Beaverton, Or 97005

►Oversaw support operations for a large department, specifically leading the Customer Relationship Management (CRM) team and Workforce team.►Managed and reported upon the departmental budget to ensure revenues and expenses are aligned with projected values.►Critically analyzed reporting to monitor departmental performance in aspects of staffing, quality, average handle times, and daily operations for a department processing over 40,000+ documents monthly.►Conducted regular coaching sessions for development and empowerment of staff.►Was a departmental liaison for external departments and vendors to meet critical deliverables.►Overhauled the data reporting architecture and models associated with forecasting and staffing.

10300 Sw Allen Blvd, Beaverton, Or 97005

►Directed a team of eight Technical Project Managers handling multiple class action lawsuits of diverse complexity and size, and ensured compliance with regulatory requirements, including those of HIPAA and the Federal Government.►Managed project scope and risk, supported projects with escalated timelines, and ensured alignment between client preferences and operational group capabilities.►Defined functional and technical requirements for database launches, data migrations, and updates.►Coordinated large-scale projects with up to 16 departments, cultivated synergistic relationships with functional groups, and drove collaboration to ensure the achievement of project requirements and deliverables.►Led daily and weekly follow-up meetings to update Executive Leadership about project progress.►Grew into a leadership capacity in the team where I began as a Technical Project Manager.

10300 Sw Allen Blvd, Beaverton, Or 97005

►Started out as a Contact Center Agent and acquired operations experience within a fast-paced environment.►Led, mentored, and developed Contact Center Leads and Agents.►Collaborated effectively with other Supervisors and Contact Center Leads to continually improve intradepartmental processes.►Created a unique, real-time data reporting system to empower Leads to manage teams more efficiently.►Developed and implemented a uniquely-tailored escalation process, which was designed to enhance customer service relationships and to improve client health.►Proposed and implemented an augmented quality assurance process to increase throughput under periods of extremely tight turnarounds and elevated staffing.►Management of outbound call campaign projects.

Louisville, Kentucky

►Assisted with operational management of the family business' central store, and with the expanded dry cleaning unit housed in Belterra Casino which consisted of 40 employees.► Oversaw procurement, inventory regulation, and vendor relations.►Created the standardized billing statement-based system for remittances and recordkeeping.► Trained all new personnel in the day-to-day operations.► Established and maintained healthy Client relationships when the company expanded and sought commercial business contracts.