Responsible for the End to End Capacity modeling for the TH&N Group at Cigna, Database Design, and Scorecard reporting.

•Subject matter expert for all call center operations in the Group Insurance environment, helping individual lines of business define performance goals, implementing change plans, and developing best practices.•Presenting to senior leadership on risk analysis and areas of opportunity on a weekly basis.•Lead report developer for the Aceyus reporting platform, providing a level of reporting accuracy and ease that reduced hundreds of hours of work per week from supervisors and managers.•Created a forecasting and capacity model process for the business that was used to create hiring plans and help consistently meet operational goals.•Helped redesign the IVR system to reduce transfers when contacting Cigna, increasing the customer experience.•Created a tool to monitor the claim review process on denied claims to increase accuracy in these decisions, leading to a lower legal risk overall.•Work with marketing on plan participation analysis to help target areas of opportunity.•Currently supervise one direct report and responsible for their professional development, mentoring, and review.

•Created and maintained an Access database and Excel reports to develop visibility into the call center operations. Utilizing this, the first automated scorecard process was developed that saved supervisors hours of time each month while also increasing reporting accuracy.•Revamped the scheduling process to create automation and increased efficiency, saving on overtime expenses.•Worked extensively with leadership on developing call center strategies to fix performance issues.•Won the quarterly CEO award for work with the marketing team by developing a process to help customers understand how plans pay out under different medical scenarios when buying products.

•Responsible for forensic testing of new data from company-wide applications using SQL Analysis Services; reporting issues with data integrity via MS Excel and PowerPoint in end-user friendly formats, including pivot-tables and a wide spectrum of graphical formats.•Senior database resource responsible for periodic review, maintenance, and improvements on MS Access databases used for data analysis, including multiple system data validation, and communication with developers and business units on application development.•Helped launch the Business Intelligence Data Warehouse, an Enterprise-wide data resource which allowed management for the first time a tool to see Key Performance Indicators in an easy, fast, and user friendly format.

•Created and maintained Access databases for client data, enabling effective and accurate invoicing for this important client.•Implemented a proprietary database housing agent call rosters, including team information, work skill assignments, and Supervisory trees. This resource provided a powerfully flexible reporting tool to Management for this project as a new layer of reporting visibility was available.

AT&T Wireless Program•Successfully implemented a redesign of the methods used for reporting on the AT&T Wireless program, and provided insight on eventually adopted productivity enhancements.•Routinely provided detailed metrics to internal and external recipients in a user-friendly format. •Calculated bonuses for all agents and support staff, meeting or exceeding deadline and confidentiality requirements of Senior Management and their direct reports.

•Supervised team of four inbound call agents, responsible for their professional development, mentoring, and review.•Assisted team with elevated client engagements to diffuse tense situations

•Assisted diverse client base with hardware and account challenges•Won multiple awards for outstanding customer relations and quality of work.•Served as Assistant Team Leader, coaching fellow associates on improvements to their customer interaction skill sets.

•Maintained relationships with business customers to build trust and create sales opportunities•Ad hoc IT assistance to staff to reduce downtime•Proactively sold bank products where appropriate to increase branch revenue

•Responsible for inventory and staffing which led to an increased running efficiency•Progressively challenging responsibilities in addition to High School schedule