Project: End-to-End Transformation (E2E) – U.S. Commercial Client Acquisition & Retention | CignaAs the Pega Tech Lead for Cigna's multi-year End-to-End Transformation (E2E) program, I lead the technical implementation of a seamless and optimized client onboarding process. The U.S. Commercial Client Acquisition & Retention Program is focused on transforming the intake, processing, and underwriting of client Request for Proposals (RFPs) into an industry-leading integrated experience.Our initiative impacts both external stakeholders, including brokers and clients, and internal teams across presale, sales, underwriting, and operations. Utilizing Pega PRPC technology, we streamline workflows, enhance collaboration, and enable a cohesive operating model.Key technologies and solutions include Pega Robotics, Case Management, Pega Integrations, and advanced reporting, all designed to support Cigna's "Drive to 2025" enterprise growth strategy. My role involves leveraging Pega’s out-of-the-box features to build an efficient, scalable, and high-performing system that drives growth and innovation in client acquisition and retention.

Project: NIA Gift Card & Incentive Award ProgramIn my role as a Pega Senior System Architect for the National Institute on Aging (NIA), I am leading the development of the NIA Gift Card & Incentive Award Program. This initiative empowers supervisors to recognize and reward exceptional employee performance and job accomplishments in a timely and cost-effective manner. By introducing gift cards as a monetary award option, we aim to enhance workforce morale and motivation by providing immediate recognition to employees dedicated to advancing organizational goals.Leveraging my expertise in Pega PRPC, Pega Robotic Process Automation (RPA), and Pega Business Process Management (BPM), I am responsible for designing and implementing efficient workflows that streamline the incentive award process. My focus on Integrated Reporting and Analytics ensures that the program's impact is measurable, facilitating continuous improvement in workforce engagement and performance recognition.

Project: Verizon Rebates and Promotions AutomationLed the implementation of a sophisticated middleware solution using Pega PRPC to automate Verizon's rebate and promotion processes, significantly enhancing customer engagement and operational efficiency.Engineered a comprehensive case management system that tracks rebates from inception to completion, optimizing process flows and ensuring high compliance with business rules.Integrated multiple external systems through advanced API management, enabling seamless data synchronization and real-time updates across various platforms.Deployed Pega RPA to automate data-intensive tasks, reducing error margins and manual labor, thereby improving service delivery speed and accuracy.Technology/Skills Used:Pega PRPC - For case management, workflow automation, and business process management.Pega Integration - Expertise in connecting diverse systems via SOAP/REST APIs.Robotic Process Automation (RPA) - Utilized for automating repetitive tasks and enhancing data accuracy.Data Transformation & Business Rules Engine - Custom logic for calculating financial incentives based on complex criteria.Pega Reporting & Analytics - Real-time dashboards and analytics for operational insights.Security Protocols - Implementation of role-based access, data encryption, and audit trails to ensure data integrity and security.

Project: AIG OneClaim System – Global Claims Management TransformationThe AIG OneClaim system is a global claims management platform, designed to streamline and automate claims processes across multiple regions, including APAC, NAM, EMEA, and ANZ. Built on Pega PRPC, the system manages the entire claims lifecycle, including Policy Lookup, Claim Creation, Financial Processing (Reserves and Payments), and Automated Approvals. Supporting employees across various regions, the platform ensures claims adhere to regional regulations and line-of-business (LOB) requirements.Key functionalities include:Policy Lookup & Coverage Verification: Real-time access to policy details and verification of coverage.Claim Creation & Investigation: Full end-to-end claims lifecycle management from initiation to investigation.Financial Processing: Reserve handling, payment processing, and financial tracking integrated with external systems.Automated Approvals: Rules-based automation for claim adjustments and approvals, improving efficiency and reducing manual effort.Pega RPA: Automation of repetitive tasks such as QA, payment verifications, and report generation to improve operational efficiency.Advanced Reporting & Analytics: Configured to provide real-time insights into performance, reserves, and productivity.Compliance & Security: Ensures data privacy and adherence to global and regional regulations.The OneClaim platform introduced significant operational improvements, including faster claim resolutions, automated compliance checks, and enhanced decision-making through real-time reporting and analytics.

Project: CAPES - CONSOLIDATED AUTOMATED PROGRAM ENTERPRISE SYSTEMThe CAPES project is an enterprise-level data management system designed to track and report critical program and funding information for the California Department of Housing & Community Development. I led the design and development of a new module for capturing bond information, leveraging Pega PRPC to automate workflows, streamline data management, and ensure seamless integration with existing systems. I also designed a user-friendly Pega-based web portal to enhance data interaction and case management. My work in automation and reporting significantly improved system efficiency and supported future program scalability.Technology/Skills Used:Pega PRPCBusiness Process AutomationCase ManagementWeb Portal DevelopmentReporting & AnalyticsSystem Integration

Project: As a Pega Tech Lead and Upgrade Expert on the Centene Prime Application, I played a pivotal role in developing and enhancing an application dedicated to managing Appeals and Grievances for members. My work streamlined the process for members to request reevaluation of decisions made by Payers regarding their benefits and service coverage. I focused on designing and implementing efficient case management workflows using Pega PRPC, enhancing user experience through automated decision-making and timely notifications. Additionally, I developed features enabling members to file Grievances concerning the quality of care provided, ensuring the capture of critical feedback that contributes to overall member satisfaction.Technology/Skills Used:Pega PRPC, Pega Integrations, Pega Upgrade Technologies, Pega BPM, Automated Decision-Making, Workflow Optimization, User Experience Enhancement

Project: As the Pega Tech Lead for the Capital Appropriations Request System (CARS), I drove the development and enhancement of a streamlined approval process for capital asset purchases within GE. I led the integration of CARS with existing infrastructure to ensure seamless data exchange and compliance with organizational standards. My role involved implementing file transfers via SFTP to the Gold Mainframe, facilitating accurate data reformatting, and orchestrating integrations with Informatica for secure file transfers to a third-party asset management service. By utilizing Pega PRPC and its case management capabilities, I improved request tracking and management, ultimately enhancing operational efficiency and reducing approval timelines.Technology/Skills Used:Pega PRPCPega IntegrationsPega Upgrade TechnologiesCase ManagementSFTP and Informatica for Data TransferData Reformatting and Validation

Project: Led the development and optimization of Carnival Cruise Lines' industry-leading customer service platform as a Pega Systems Architect. Implemented a comprehensive case management solution to track customer compliments and complaints, ensuring transparency and consistency across onshore and shipboard environments. Automated task routing with SLA management and escalations improved issue resolution times, while Pega integrations provided a 360-degree view of customer interactions. Enhanced continuous process improvements through advanced reporting and analytics features.Technology/Skills Used: Pega PRPC, Pega Integrations, Case Management, SLA Configurations, Automated Task Routing, Notifications and Escalations, Pega Reporting, Process Monitoring, Audit-Ready Documentation

Project:As a Pega System Architect at Alere Healthcare, I designed and implemented a comprehensive Pega-based solution that enhanced process management for healthcare representatives. This solution facilitated seamless interactions between participants (customers) and providers (medical practitioners), enabling thorough examination of participants' health conditions and streamlined referrals to appropriate providers. Additionally, I integrated health-monitoring devices with the Pega platform to track participants' health data, creating personalized health routines and automated notifications to remind participants of upcoming health check-ups.Technology/Skills Used:Pega PRPC, Pega Integrations, Case Management, Workflow Automation, Pega Reporting, Notifications