Review financial transactions generated by Representatives and staff of The U.S. House of Representatives to ensure compliance with rules, laws and regulations.Evaluate activities for the Office of Finance to identify, assess and mitigate risks.Promote consistency across Finance Directorates in adherence to House standards.Conduct quality assurance reviews and support metric-based monitoring of services. Manage Office of Finance controllable documents to include policies and standard operating procedures.

Client: US Census BureauManage technical and operational workflows of the Calabrio ONE quality software to include system design, testing, implementation, maintenance and training Consult internal/external stakeholders on best practices, process efficiencies and system capabilities. Prepare and update process and functionality documentation. Write/update system training for end users; work collaboratively with training team to develop training materials for the quality and contact center operations staff; assist with delivery of training Research and report software problems; troubleshoot and provide technical support and solutions to usersAddress client inquiries related to system functionality/performance and report out on operational milestonesManage the development of KPI metric reports and serve as the lead analyst for report requests.

Client: Texas Office of the Attorney GeneralSuccessful management of the Card Services Program to include contact center operations, workforce and quality management. Accomplished assigned goals of reducing attrition, improving quality and KPI's through the development and implementation of recognition, staff development, quality assurance programs. Improved team efficiency by developing the organizational structure and improving staffing models. Proactively address operational risks by applying proper project management principles, frequent operational reviews, and developing contingency plans experience.

Responsible for overall project planning and implementation of start-up toxicology laboratory to include budget management, staffing, facility and personal management.Partnered with independent consulting groups to ensure compliance and safety guidelines were met. Managed state licensing and certification process.Created Standard Operating Procedures (SOP's).Negotiated and/or partnered with vendors to cut cost on necessary consumables and improve product availability.

Clients: US Centers for Medicare and Medicaid Services & Department of Homeland SecurityOversee BPO Operations to include facility planning, staffing and budget management. Served as lead call center operations consultant for multiple customer service and help desk call centers.Guide teams towards achieving SOW and SLO requirements. Develop and manage IVR and ACD systems for multiple call center projects.Coordinate and provide operational insight to consultants to win new business and/or expand current operations. Oversee and/or Manage new project start-ups.Coordinate with IT to develop and implement technical solutions to improve efficiencies and client marketability.

Led and developed a multi-functional team of 20+ provider services employees.Provided daily operational review and quality control to meet HIPPA and client contract requirements.Managed claim pipelines and call queues to meet department goals.Coordinated with Training team, Providers and Provider Relations department to develop and improve call center processes.Implemented training requirements to include implementation of an online knowledge base tool to improve product knowledge, call quality scores and reduce handle times.Coordinated with workforce team to actively manage call volume trends.Successfully coordinated with medical approvals team to streamline approvals process and enhance service levels.

Secured members financial assets by identifying life events and providing financial solutions tailored to their needs.

Managed Property and Casualty Call Center team who handled billing, first notice of loss, agent assistance and new business quote inquiries.Streamlined efforts between call center agents, underwriting team, claims adjusters and independent agencies to ensure cohesiveness and efficiency in operations and communicationLed team to repeatedly obtain satisfactory customer survey scores via phone surveys submitted by members.Reduced underwriting and claim submission errors through operations tracking and agent training and development.Generated and analyzed performance reports to help guide team to objective achievement.Planned, coordinated, and implemented special projects to include server upgrades and phone system replacements.