• Created visual analysis in Tableau from data collection efforts in multiple departments with automatic dashboard distribution to Sr. Leadership. Data collection efforts include disposition of calls and escalations and requests to other downstream business partners.• Brought engaging training and continuing workplace education to 700+ employees through use of GoAnimate animated videos, Articulate Storyline 2, and Adobe Photoshop CS4.• Responsible for process alignment and performance enhancement of the resolution team lead division across 4 contact centers.• Created tools for disposition of escalated calls, member intervention calls, and billing calls that allow contact center to work with business partners downstream to enhance processes.• Work closely with Analytics and Process Improvement team to improve case management system for Resolution Team Leads.• Delivered cost analysis and pilot program for dual monitor initiative that resulted in cost savings and greater efficiency and accuracy in resolution team lead and patient care advocate roles.• Manage SharePoint libraries to centralize reporting and trend analysis for 1/1 readiness and billing authorizations.

• Created process giving cross-business directories to advocates that reduced the number of times a customer was transferred. This resulted in improved customer experience and a handle time reduction across the contact center enterprise.• Developed synergy for system migration that allowed advocates to use concurrent pharmacy systems to reduce customer transfers• Created and managed SharePoint sites for supervisor team as well as feedback and monitoring directives from senior leadership• Led dedicated client excellence team designed to meet the client’s stringent quality expectations• Led development of migration training Adobe Connect sessions• Central point of contact for contact center information technology needs and problem reporting• Supply procurement point of contact for contact center operations• Strong focus on behavioral coaching, performance improvement, cross functional team communication and collaboration.