I am a results-driven Project Management Professional with a Master’s in IT, specializing in Project Management from Colorado Technical University, and a Bachelor’s in Health Informatics from Ashford University. With over a decade of experience spanning customer support, healthcare payer support, business analysis, and direct client engagement, I combine deep technical proficiency with robust project management expertise. My diverse background empowers me to lead complex projects that align with strategic goals, consistently delivering results that drive operational excellence.Throughout my career, I have successfully managed multiple projects simultaneously, launched software tools, built and scaled support teams, and driven significant operational improvements. My ability to analyze business processes, gather detailed requirements, and deliver tailored solutions has been pivotal in enhancing team collaboration and stakeholder satisfaction.I am skilled in Azure DevOps, Microsoft Project, Visio, Zendesk, SharePoint, and the AGILE Methodology framework, which I leverage to ensure continuous value delivery and customer-centric support experiences. My experience working with cross-functional teams has honed my ability to foster collaboration, enhance processes, and exceed client expectations.Work Experience and Skills:Over the past decade, I have cultivated a diverse skill set, encompassing program management, SaaS implementation, healthcare payer support, business analysis, and direct client engagement. I have consistently delivered complex projects on time and within budget, driving improvements in customer support frameworks and business processes. My project management and business analyst expertise are complemented by a strong technical proficiency, positioning me to lead projects that align with organizational objectives and deliver impactful results.Other Activities:In addition to my professional work, I am a Mary Kay Sr. Skincare Consultant and have been teaching cycling at LA Fitness for the last ten years. These activities have further developed my engagement and collaboration skills, allowing me to communicate effectively and deliver value in all areas of my life. Although these are hobbies, they align with my goal of prioritizing customer-centric experiences and continuous improvement.
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Project ManagerResmedAtlanta, Ga, Us -
Project Manager - TechnologyComplexcare Solutions Apr 2023 - Apr 2024Bowie, Maryland, United States➣ Reported directly to the VP of Technology and led the transition of support for existing and future products, overseeing operational objectives for enterprise system improvements and implementing necessary changes to align with IT goals.➣ Communicated with external clients, project stakeholders, team members, and executives to ensure that user experiences met expected requirements and supported provisions.➣ Enhanced the readiness of customer support teams by identifying areas for continuous improvement to boost capabilities and expand capacity for additional products.➣ Supported lifecycle management by creating business cases for support requirements, managing cross-functional team implementations, and collaborating with product, customer operations, ITOPS, and partner companies.➣ Facilitated project meetings and managed communication and expectations of key stakeholders regarding support requirements, timelines, and onboarding capabilities.➣ Ensured adequate capacity for managing forecasted product support workload, including training, tools, knowledge base articles, and processes for a successful transition.➣ Identified reporting needs and collaborated with Customer Support operations to ensure readiness for transitions.➣ Standardized SLO/SLAs and ensured that Customer Support could meet all requirements.➣ Improved CSAT by enhancing overall customer support capabilities through process changes, tool development, knowledge basearticles, and training.➣ Engaged with product teams to incorporate release management best practices, ensuring Customer Support readiness upon release.➣ Adjusted reporting and collaborated with CS operations to ensure readiness for transitions.➣ Managed business process changes by advocating for customer support requirements, setting realistic timelines, communicating with stakeholders, and ensuring timely updates by team members. -
Project Manager- Payer Support Risk AdjustmentInovalon Jan 2022 - Apr 2023Bowie, Maryland, United States➣ Managed a portfolio of 3-4 payer clients, leading their implementation into Inovalon’s risk adjustment program and providing customer support for both retrospective and prospective risk adjustment products.➣ Developed and executed unified member intervention plans in collaboration with payers to achieve organizational goals in quality, risk adjustment, and population health management.➣ Planned, executed, and monitored project activities, including scope, budget, and schedule, ensuring alignment with organizational objectives and timely delivery.➣ Led project teams, assigning tasks, coaching members, and creating training materials and SOPs to support project success.➣ Created and managed detailed project plans, developed engagement and communication strategies, and provided regular updates to stakeholders on project status and key performance indicators.➣ Identified and managed project risks and issues, implementing mitigation strategies and delivering regular updates during stakeholder meetings.➣ Applied AGILE Methodology and Sr. Business Analyst skills to gather requirements, collaborate with development teams, and define acceptance criteria through daily standups and backlog refinement.➣ Designed process improvements using Microsoft Visio to create flowcharts, activity diagrams, and decision trees, driving optimization and best practices.➣ Conducted post-project reviews to evaluate outcomes and identify opportunities for further improvement. -
Project Manager- Customer Support ReadinessInovalon Mar 2020 - Oct 2021Bowie, Maryland, United States➣ Collaborated with payer-end users to gather workflow requirements and develop a client-facing support model.➣ Built and scaled a support team from 21 to 34 agents, enhancing the client-facing support infrastructure.➣ Achieved a 96.4% Customer Satisfaction (CSAT) score with a 53% increase in Full-Time Equivalent (FTE) headcount.➣ Managed the transition from supporting 8 products to 26 products, leveraging Sr. Business Analyst skills and Agile Methodology to deliver continuous value through two-week sprints.➣ Partnered with product, IT operations, and support operations teams to onboard new products, expanding support capabilities from 8 to 26 products.➣ Designed the support organization iteratively using Agile principles for scalability and success.➣ Created a product onboarding questionnaire to lead discovery, identify technical requirements, develop training plans, and document key areas for an effective customer support model.➣ Enhanced the customer support model by implementing process improvements and recommending new technologies.➣ Contributed to strategic plans by preparing action plans, resolving problems, and implementing changes to achieve operational objectives.➣ Identified gaps in dynamic processes and utilized Microsoft Visio to create flowcharts, enhancing the customer support model.➣ Facilitated status meetings and collaborated with cross-functional teams and partner companies to create support requirement business cases for new products and manage implementation.➣ Engaged with product teams to determine staffing needs, administrative tools, training requirements, SLO/SLAs, reporting needs, and processes to ensure a successful transition from product development to customer support.
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Senior Hedis Business AnalystInovalon Dec 2015 - Mar 2020Snellville, Georgia➣ Directed major enhancements for the Quality Spectrum application, serving over nine hundred health plans, and improved HEDIS metrics reporting processes to the Centers for Medicare and Medicaid Services (CMS), enhancing data accuracy and compliance.➣ Translated technical specifications into actionable user stories and business requirements, collaborating with the clinical program director, developers, and key stakeholders to facilitate strategic development and optimization of the application.➣ Authored comprehensive software documentation, including test cases, test plans, and testing requirements, ensuring rigorous adherence to technical specifications through the development and execution of User Acceptance Testing (UAT) plans.➣ Managed and prioritized the product backlog using Azure DevOps-Visual Studio Team Services (VSTS), incorporating Epics, Features, and Product Backlog Items to streamline workflow.➣ Championed AGILE methodology principles to deliver minimum viable products, focusing on continuous value delivery, user experience, safety, and rapid experimentation.➣ Engaged with various stakeholders, including offshore product development teams, product training, and client-facing business teams, to align project objectives and business needs.➣ Analyzed complex healthcare data to inform quality improvement initiatives and ensure regulatory compliance.➣ Communicated effectively with both technical and non-technical stakeholders, ensuring alignment of project objectives with business needs.
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Product Support AnalystInovalon Sep 2014 - Dec 2015Snellville, Georgia➣ Served as the initial point of contact for addressing inquiries regarding software issues reported by clients, vendors, and product service managers, ensuring timely resolution and client satisfaction.➣ Collaborated with client-facing business partners and business analyst teams to develop detailed business and functional requirements, enhancing the client interface experience and resolving product inconsistencies.➣ Created and maintained software projects for User Acceptance Testing (UAT) by client service managers, ensuring the accuracy and effectiveness of software solutions.➣ Conducted training sessions and requirements gathering meetings with cross-functional teams to troubleshoot errors related to software user interface, analytics, and reporting, fostering effective communication and problem-solving.
Nelson O. Walker, Msm Education Details
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Information Technology Project Management -
3.25
Frequently Asked Questions about Nelson O. Walker, Msm
What company does Nelson O. Walker, Msm work for?
Nelson O. Walker, Msm works for Resmed
What is Nelson O. Walker, Msm's role at the current company?
Nelson O. Walker, Msm's current role is Project Manager.
What schools did Nelson O. Walker, Msm attend?
Nelson O. Walker, Msm attended Colorado Technical University, Ashford University.
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