Agile data operations analyst for the electronic visit verification (EVV) application within the CareFabric network of Healthcare IT data solutions matrix providing real-time visibility for tracking visits, provider adoption, claims status and payments to manage and measure utilization to reduce fraud, waste and abuse as well as improve provider operational efficiency and care.• Diagnose and resolve complex client inquiries or problems with data analysis and validation via various support… Show more Agile data operations analyst for the electronic visit verification (EVV) application within the CareFabric network of Healthcare IT data solutions matrix providing real-time visibility for tracking visits, provider adoption, claims status and payments to manage and measure utilization to reduce fraud, waste and abuse as well as improve provider operational efficiency and care.• Diagnose and resolve complex client inquiries or problems with data analysis and validation via various support platforms in the areas of system configuration and setup, product functionality, and bug or enhancement evaluations.• Extract, retrieve, and analyze data via SQL and data analytics tools to resolve current system issues and anomalies, gain insights of data relationships and develop models for proactive measurements and KPI’s.• Document problems and recommend solutions to product challenges and issues raised by external clients and internal support teams.• Communicate and collaborate with customer support, product development and engineering teams focusing on continuous improvement of the EVV application with deep dive analytics to support proposed solutions.• Identify and share opportunities by staying abreast of current technology in solutions, design changes, and new solutions offered.• Create and distribute monthly metrics reports internally to Accounting and Operations and externally to insurance payers and service providers. Show less

Provide technical support across a broad range of solutions to our clients.•Provide support for clients reporting complex, first-of-a-kind technical or solution issues.•Diagnose and resolve complex client questions or problems via various support platforms in the areas of system configurations/setup, product functionality, and bugs/enhancements.•Document and identify trends in inbound support requests and ensure proper notation of client problems or issues.•Document problems and… Show more Provide technical support across a broad range of solutions to our clients.•Provide support for clients reporting complex, first-of-a-kind technical or solution issues.•Diagnose and resolve complex client questions or problems via various support platforms in the areas of system configurations/setup, product functionality, and bugs/enhancements.•Document and identify trends in inbound support requests and ensure proper notation of client problems or issues.•Document problems and solutions to on how to properly address client or product problems for widespread use throughout the support team.•Communicate and collaborate with product development and engineering departments to improve on current design or to identify possible problems with design.•Identify and share opportunities to stay abreast of current technology in solutions, design changes, and new solutions offered.•Correctly transfer issues that require more detailed analysis to more experienced personnel; engage R&D, IT and other cross-function teams as appropriate.•Mentor and coach new or inexperienced associates. Show less

Agile business analyst on the IT Digital Transformation Team working collaboratively to develop the skillset and knowledge base of the internal company virtual assistant to increase usage, improve answer accuracy and efficiency as well as reduce costs.•Established and managed effective relationships with multiple business units across the company as well as the off shore development team to understand processing and data capture methods ensuring increased business value and an excellent… Show more Agile business analyst on the IT Digital Transformation Team working collaboratively to develop the skillset and knowledge base of the internal company virtual assistant to increase usage, improve answer accuracy and efficiency as well as reduce costs.•Established and managed effective relationships with multiple business units across the company as well as the off shore development team to understand processing and data capture methods ensuring increased business value and an excellent customer experience.•Elicited, reviewed, defined and documented technical requirements of business stakeholders.•Created business process models illustrating workflows detailing inputs and expected outputs determining the ROI and improved efficiencies gained using a virtual assistant.•Led daily scrum stand-ups and actively participate in sprint planning, testing, retrospectives and sprint reviews.•Extracted and assessed live chat and IT remedy ticket data to evaluate the variety of topic concentrations focusing on response accuracy, metrics development, continuous improvement and increased usage.•Use tools including Atlassian Confluence and Jira, IBM Watson Assistant and Watson Discovery. Show less

Marketing, Customer Journey, Data & Technology TeamLiaised with all business unit stakeholders impacted by remediation of existing marketing customer database and campaign management system to select a new vendor partner. •Worked with existing vendor partners to understand and document customer data capture and processing methods ensuring a seamless transition into new marketing platform.•Crafted report for Accounting that tracked purchase and redemption rates of prepaid maintenance… Show more Marketing, Customer Journey, Data & Technology TeamLiaised with all business unit stakeholders impacted by remediation of existing marketing customer database and campaign management system to select a new vendor partner. •Worked with existing vendor partners to understand and document customer data capture and processing methods ensuring a seamless transition into new marketing platform.•Crafted report for Accounting that tracked purchase and redemption rates of prepaid maintenance program that tracked reserves of $18M+ to cover future use.•Created business requirements documents with PMO for project cost estimations and ensured any report outputs and data sharing adhered to internally established InfoSec guidelines.•Developed and documented clear business rules and requirements for reporting and data analysis projects.•Imported, exported and manipulated large data sets using SQL to perform sophisticated ad-hoc or ongoing custom analyses under tight deadlines to support business stakeholders. Show less

Data Management TeamSubject Matter Expert of data analytics and research relating to various business units including Fixed Operations, Warranty, Vehicle Sales and Service, Staffing, Tech Operations and Accessories.•Evaluated current business needs, processes and procedures to provide solutions achieving standardized metrics and developing long term recommendations and tools for future goals.•Developed report for Technician Training Operations that tracked warranty repairs and… Show more Data Management TeamSubject Matter Expert of data analytics and research relating to various business units including Fixed Operations, Warranty, Vehicle Sales and Service, Staffing, Tech Operations and Accessories.•Evaluated current business needs, processes and procedures to provide solutions achieving standardized metrics and developing long term recommendations and tools for future goals.•Developed report for Technician Training Operations that tracked warranty repairs and validated certifications of technicians that completed vehicle services giving management and dealers mechanism ensuring latest protocols and procedures were implemented.•Provided training and coaching to peers and end users in use of reporting, data, and analytic tools.•Analyzed complex data sets in data lake environment examining viability and validity for potential value to make sound business decisions.•Developed SQL queries to research, analyze, and troubleshoot data and to create business reports, diagnose and address operational data requests.•Created blended datasets connecting to multiple data sources via Tableau. Show less

Marketing, Customer RetentionProvided ad hoc data analytics and reporting to management and field representatives for dealers with tools to monitor and measure operations maintaining and improving customer loyalty.•Gathered requirements, developed logic and created multiple targeted customer lists as tool for dealers to use to maintain and increase customer service retention status and brand loyalty.

Contract position as BI liaison between Customer Loyalty/Service Retention Department and IT. Worked with PMO and IT teams assisting in development and testing of system updates, enhancements, interfaces, process mappings, reporting requirements and database content.• Analyzed, identified and interpreted trends or patterns in complex data sets.• Produced ad hoc data and reports leading to development of operational metrics.• Delivered all client reporting and analysis on time, in… Show more Contract position as BI liaison between Customer Loyalty/Service Retention Department and IT. Worked with PMO and IT teams assisting in development and testing of system updates, enhancements, interfaces, process mappings, reporting requirements and database content.• Analyzed, identified and interpreted trends or patterns in complex data sets.• Produced ad hoc data and reports leading to development of operational metrics.• Delivered all client reporting and analysis on time, in scope and within budget. Show less

Designed and documented process workflows and data extraction procedures developing strategic recommendations during brand consolidation process of combining all 3 brands onto 1 reporting platform. •Developed staffing metrics report that compared budgeted versus actual weekly payroll results allowing company to focus on labor requirements and shift-balancing to regulate and tightly control $295M in annual payroll expenses.•Created tool to determine gas price per gallon based on daily… Show more Designed and documented process workflows and data extraction procedures developing strategic recommendations during brand consolidation process of combining all 3 brands onto 1 reporting platform. •Developed staffing metrics report that compared budgeted versus actual weekly payroll results allowing company to focus on labor requirements and shift-balancing to regulate and tightly control $295M in annual payroll expenses.•Created tool to determine gas price per gallon based on daily comparative analyses of current system and external market pricing to support fuel revenues of $80M. •Developed reporting tools that extracted data and analyzed results effectively setting sales goals for rental agents based on historical revenue that was generated.•Collaborated with IT in development of data warehouse and automation of manual processes to compile, track, and report daily YOY and month-to-date versus prior year for performance tracking.•Created technician accountability report that analyzed and tracked vehicle maintenance costs and repair volumes versus annual payroll of $23M. Show less

Assessed rental plaza and call center operations and implemented process improvements by observing workflows and conducting time studies that identified bottlenecks and inefficiencies.•Streamlined several procedures, including vehicle registration, title application, license plate procurement, renewal, and vehicle disposal which led to initial 10% reduction in process costs.•Created dialogue process flow for call centers that shortened agent talk time reducing calls in queue and… Show more Assessed rental plaza and call center operations and implemented process improvements by observing workflows and conducting time studies that identified bottlenecks and inefficiencies.•Streamlined several procedures, including vehicle registration, title application, license plate procurement, renewal, and vehicle disposal which led to initial 10% reduction in process costs.•Created dialogue process flow for call centers that shortened agent talk time reducing calls in queue and increasing opportunity for reservation agents to handle more calls and achieve higher booking percentages.•Instituted 13-month rolling staffing metrics report which highlighted specific areas of opportunity that contribute to continual process improvement and cost reduction. Show less

•Prepared project cost proposals, schedules, functional budgets and all project documentation.•Conducted team meetings for concept design and development review and weekly project progress.•Created BOMs and supervised the ordering and procurement of materials.•Provided leadership on key programmatic decisions such as make vs. buy, reuse and vendor selection.

•Developed labor standards for new products.•Monitored labor and payroll report data to investigate, reconcile and solve for root cause variances.•Created and implemented Validation Protocols and Standard Operating Procedures.•Coordinated preliminary sales and marketing evaluations of all proposed product and packaging modifications.•Sourced and negotiated with vendor contacts.Key Accomplishments:•Improved line efficiencies and reduced direct labor and material… Show more •Developed labor standards for new products.•Monitored labor and payroll report data to investigate, reconcile and solve for root cause variances.•Created and implemented Validation Protocols and Standard Operating Procedures.•Coordinated preliminary sales and marketing evaluations of all proposed product and packaging modifications.•Sourced and negotiated with vendor contacts.Key Accomplishments:•Improved line efficiencies and reduced direct labor and material costs.•Implemented product packaging modifications which reduced material costs, preserved product integrity and minimized waste. Show less

•Created and maintained all levels of manufacturing documentation.•Performed time and motion studies and developed operating cost standards on newly released products.•Developed an indexed documentation system that conformed to ISO, FDA and Department of Health regulations.•Supervised the project status and progress of four industrial engineers in the department.Key Accomplishments:•Conducted “Quality Work Group” sessions instructing the concepts of quality in the… Show more •Created and maintained all levels of manufacturing documentation.•Performed time and motion studies and developed operating cost standards on newly released products.•Developed an indexed documentation system that conformed to ISO, FDA and Department of Health regulations.•Supervised the project status and progress of four industrial engineers in the department.Key Accomplishments:•Conducted “Quality Work Group” sessions instructing the concepts of quality in the workplace to production-line operators.•Awarded the “External Supplier Quality Award” by the Pall Puerto Rico affiliate (May 1993). Show less

•Evaluated product packaging design and development to ensure compliance with corporate quality standards and specifications.•Worked extensively with computer-aided instrumentation to verify product specifications.•Performed detailed investigation and applied problem solving techniques related to industry standard “Packaging Testing Procedures.”•Issued technical reports for all product evaluations to in-house upper management and external suppliers and vendors.