Technology Management Lead supporting New York Life’s Strategic Insurance Business Divisions

• Development of business requirements for system enhancements of Ancillary Benefits Management program (DME- Transportation, Translation, and Home Health)• Data analysis and business requirements for claims duplicate detection• Analysis and troubleshooting of claims adjudication process• Root cause analysis for billing denials and adjustments

• Research and evaluate alternatives and recommend the most efficient and cost effective solution for improving performance• Conduct analysis of organizational needs and goals for the development and implementation of application systems • Project planning and implementation for departments within the organization, including but not limited to info sessions, workflows, ROI, manager’s training, user training, etc • Instruct, assign, direct, and review the work produced by Business Support Team• Provide support and on-the-job training to more junior or less experienced team members • Facilitate employee development of technical, functional, and industry skills • Analyze and re-engineer business processes to solve complex problems • Liaison between the IT organization and the functional business clients • Data analysis and reporting• Analysis and functional design of Worker’s Compensation CRM business applicationMajor Accomplishments• Development of workforce calculation tool for Customer Service department• Development of budget tracking tool for Customer Service department• Management of conversion of reference documents and procedures into essentials, including design of new features• Assessment of Knowledge Management practices for WC Division• Implementation of many initiatives for improving operational performance, including but not limited to WCMS Business Messages, implementation of work queues, 60% reduction on topic inventory, and Concentra integration• Design and Development of operational dashboards including definition of metrics• Employee development• Recipient of the 2007 Service Excellence Award and Service Operations 2007 Superior Achievement Award