• Collaborated with clients to understand their business needs, objectives, and requirements for implementing Microsoft solutions through third-party vendors. Conducted in-depth analysis of existing systems, processes, and workflows to identify gaps and opportunities for improvement.• Worked closely with clients and vendors to tailor Microsoft solutions to meet specific business requirements. Coordinated customization efforts, including configuration, integration, and development, ensuring seamless interoperability with existing systems and applications.• Engaged with key stakeholders, such as project sponsors, business owners, and end-users, to ensure alignment. Managed expectations throughout the implementation process. Conducted regular status updates, addressed concerns, and provided training and support as needed.• Defined testing strategies and oversaw the quality assurance process to ensure the accuracy, functionality, and performance of the implemented Microsoft solutions. Conducted system testing, user acceptance testing, and coordinated bug fixes and issue resolutions.• Developed training materials and delivered training sessions to end-users and administrators on how to effectively use and manage the implemented Microsoft solutions. Created comprehensive documentation, including user guides, technical specifications, and support manuals.• Provided ongoing support and troubleshooting assistance to clients after the implementation phase. Responded to inquiries, addressed issues, and offered guidance on system enhancements and upgrades.• Stayed up to date with the latest Microsoft technologies, industry trends, and best practices. Shared knowledge and insights with clients, vendors, and internal teams to drive continuous improvement and innovation.

• Created internal training documentation for administrative processes.• Increased revenue via customer direct sales, promotions, and sales retention outreach.• Prevented loss by researching and resolving fraudulent/disputed payment transactions.

• Provided information, referrals, and emotional support to King County residents struggling with homelessness, hunger, domestic violence, and legal issues.

• Improved office organization and HIPAA compliance by planning and executing the electronic documentation, storage, and off-site archiving of protected health information (PHI) and consulting physician credentialing. • Identified and documented bugs and process flow issues in patient management system, reported with detailed steps to reproduce. Manual Excel/pivot table reports created to support department head where SQL-based reporting was not available or practical.

• Improved month-end workflow by communicating data exceptions to the Service Delivery team.• Improved timeliness and accuracy of client reporting by ensuring resolution of data exceptions.• Reporting consultant/Service Delivery SME in contract and process implementation meetings.

• Improved efficiency of policy communications by creating a Notice of Change (NOC) system in Sharepoint.• Improved efficiency of performance feedback by replacing daily emails with agent error/exception reports.• Integral consultant in contract and process implementation meetings involving Service Delivery.

• Improved operational efficiency of administrative tasks with training and process documentation.• Improved customer experience by coaching staff to meet key performance indicators (KPIs)

• Responsible for handling high volumes of inbound calls from participants seeking tobacco cessation and weight management services.• Improved customer experience by meeting all call quality metrics and providing excellent customer service.