Partnered with IT Department and Management to address the backlog of over 600,000 unprocessed hard copy Government Agency submitted claims. The updated automated process saved the department $325,000.Led a cross departmental project to develop a web based program for audit requests in order to reduce the average process time and provide the ability to track and report on each request. The average turnaround time of audit requests from 7 business days on average to 5 business days.Trained internal partners on the use of the website and created written work instructions as well as handled any and all questions and/or escalated issues. Managed relationship with Executive Management of third party claims processing vendor. Continuous process improvement and review for any potential efficiency opportunities. Database Manager for multiple Access and Web Based Tracking and reporting databases. Utilized data gathered to provide Management with proper information in order to make business intelligent decisions. Managed an Operational Team of 6 team members. Provided feedback, instituted team building exercises, provided weekly and monthly evaluations and development plans. Experience with CRM Technology - Salesforce and Workforce Management Technology - MedForce.

Managed multiple teams consisting of anywhere between 3 to 15 representatives. Managed a Specialist Team which was comprised of 10+ senior representatives who handled Value Added Reseller inbound calls.Selected by the site Vice President to lead a cross functional and cross departmental "Delta" team in order to identify areas of potential improvement in processes across all departments in the division. Led the project to implement agreed upon changes within a specified time frame and budget.Conducted ongoing customer satisfaction surveys and managed data results. Based on survey data, created and implemented a Quality Monitoring Team to provided timely feedback and provide the division the ability to constantly improve customer service based on quantifiable information. Set standards for Key Performance Indicators and provided timely feedback to team members. Customer Satisfaction ratings improved from 63% to 85% in a six month period. Designated HIPAA Delegate for the site. Kept abreast of any and all updates to Government regulations and provided training for all changes and updates to all employees. Designated "Point Person" for all escalated issues, complaints and grievances for the division. Responsible for creating appropriate and timely communication to local and national Government Agencies. Worked closely with the internal legal department to finalize written responses to each issue.

Managed all facets of phone and data solution installation projects for Russell 3000 and Private 1000 Clients. Responsibilities included; Initial discovery contact with customers via phone conference or in person and discussed any concerns and set proper expectations for projects. Handled coordination of sales engineers and installing vendors to insure all clients’ needs were met. Effectively communicated any “stop gaps” immediately to Management as well as Executive Level End Users to discuss proper and timely preventative measures as well as resolution. Consistently met budget and project deadlines for each installation through completion. 85% of all projects handled were completed on time and within budget.