Roberta Sandoval Email & Phone Number

Seattle, Wa, Us

Bellevue, Washington, United States

Bellevue, Washington

Bellevue, Washington

Remote

* Manage project timelines, deliverables, milestones, risks and issues.* Plan and execute solution rollouts across multiple client environments* Support the overall governance and project management process* Provide weekly progress updates to executive leadership team* Create strong, collaborative relationships with executive leaders to support formulation of project approach and delivery strategy, resource planning, and change management* Proactively manage, resolve, and escalate key risks or issues* Manage stakeholder communications throughout the project lifecycle

Served as the voice of the client to internal teams; defining and executing account growth, customer delight and client relationship strategies, ensuring operational initiative and projects are planned and assigned as required:• Develop and manage account plan for assigned clients, including service, financial, growth and clinical initiatives- Exceeded client delight and revenue growth goals• Lead onsite executive and operational initiatives- Weekly reporting and analysis - Provide project oversight for client initiatives and assist in the interpretation and context of client requests- Act as Project Manager for several client projects and initiatives, including client software upgrades• Lead operational initiatives in support of Client business objectives including:- Providing regular updates to Clients- Providing appropriate levels of communication between the client and Aldera staff- Ensuring that appropriate pre and post production review and sign off by the Clients is executed• Ensures consistent client satisfaction by- Collaborating with client teams, multiple business units and with Clients to ensure project deliverables are consistent with client service agreements, - Meeting project timelines and insuring project deliverables meet Client requirements- Insuring issues are identified and resolved in a timely matter • Document all bug fixes and enhancements to the product that are affected by the new build release and provide documentation to the client before testing.

Served as the voice of the client to internal teams; defining and executing account growth, customer delight and client relationship strategies, ensuring operational initiative and projects are planned and assigned as required:• Develop and manage account plan for assigned clients, including service, financial, growth and clinical initiatives- Exceeded client delight and revenue growth goals• Lead onsite executive and operational initiatives- Weekly reporting and analysis - Provide project oversight for client initiatives and assist in the interpretation and context of client requests- Act as Project Manager for several client projects and initiatives, including client software upgrades• Lead operational initiatives in support of Client business objectives including:- Providing regular updates to Clients- Providing appropriate levels of communication between the client and Aldera staff- Ensuring that appropriate pre and post production review and sign off by the Clients is executed• Ensures consistent client satisfaction by- Collaborating with client teams, multiple business units and with Clients to ensure project deliverables are consistent with client service agreements, - Meeting project timelines and insuring project deliverables meet Client requirements- Insuring issues are identified and resolved in a timely matter • Document all bug fixes and enhancements to the product that are affected by the new build release and provide documentation to the client before testing.

Greater San Diego Area

During my time at Qualcomm I was responsible for the following:• Working with a number of different systems and solutions design to report, data mine, and ascertain critical business trends and perform necessary analysis.• Communicate with overseas teams to discuss, analyze, and meet their needs concerning report generation, data analysis, and statistical modeling.• Assisting in the development and creation of reports/dashboards and analysis strategy for accurately capturing and leveraging company data. • Working with various engineering leads to create reports on demand to capture customer support efforts • Working with IT to troubleshoot day to day end user issues with reporting tools (Salesforce/Qlikview)• Support end-user request for ad-hoc reports

Responsible for maintaining client relationships while assisting them in planning and growing their business within our organization. • Weekly reporting and analysis for all clients • Communicate with client via email or SalesForce the status of their issues and determine the priority and expectation of the client.• Hold weekly meeting with clients to review open cases and set appropriate expectations• Meet with Development, QA, and Account Managers daily to help prioritize all projects and issues that are currently in queue.• Perform the appropriate regression testing before coordinating build promotion to the clients UAT site. • Coordinate the best time with clients to promote updates to their UAT environment and work with both our IT Team and Database Specialist to determine their availability.• Document all bug fixes and enhancements to the product that are affected by the new build release and provide documentation to the client before testing. • Schedule and demonstrate new functionality via WebEx trainings.• Work with clients to document their Enhancement Specifications and scope of the project while setting expectation both from the client and the company perspective.• Work with our Development team to determine the best approach for enhancements to the base product and the overall affect to our new and existing clients.

Greater San Diego Area

Responsible for leading HERAE’s Customer Support team to include, day-to-day Customer Support operations escalated customer issues, leading daily client payout and overall team coordination. As such, I was responsible for the following: • Leading HERAE’s Customer Service team through daily supervision, scheduling, process control and queue management.• Leading customer facing issue resolution and ensuring accurate and timely customer service during new product launches, service changes &site redesigns.• Coordinating with our Quality Control Manager to document common customer workflows and perform regressions testing prior to each product release.• Developing call and email support flows, queues, escalation processes, protocols, telephone etiquette, etc.• Actively involved in the agile software development process including the collaborative creation of User Stories, attending Change Control Board (CCB) meetings, and attend iteration review to allow customer feedback. • Coordinating with IT, Database team & Engineering to prioritize & resolve customer facing issues and ensure accurate and timely customer service for product updates, service changes, site redesigns, etc.• Working with Quality Assurance Team to reproduce issue before creating a JIRA with our CCB team.• Attending weekly CCB meeting to get application bugs assigned to a release.• Attending Product Management Board meetings to promote requested customer enhancements.• Key lead in our banking vendor relationships • As our internal system develops and changes are made to our process documentation• Perform daily payment audits using the outbound 820 and the bank confirmation file 997 to verify all payments that should be paid are. • Resolve all exception generated related to Payout and if necessary escalate to IT/DBA team for further assistance.• Communicate with Medical Payers and PBMs to ensure customers are paid within prompt pay laws

Responsible for leading HERAE’s Customer Support team which included the following:• Leading HERAE’s Customer Service team through daily supervision, scheduling, process control and queue management.• Organize the Support team’s daily and weekly priorities and identifying resolutions to escalated issues. •Leading customer facing issue resolution and ensuring accurate and timely customer service during new product launches, service changes &site redesigns.•Coordinating with our Quality Control Manager to document common customer workflows and perform regressions testing prior to each product release.•Developing call and email support flows, queues, escalation processes, protocols, telephone etiquette, etc.•Actively involved in the agile software development process including the collaborative creation of User Stories, attending CCB meetings, and attend iteration review to allow customer feedback. •Actively assisting customer requests and issues by telephone and email.•Coordinating with IT, Database team & Engineering to prioritize & resolve customer facing issues and ensure accurate and timely customer service for product updates, service changes, site redesigns, etc.•Working with Quality Assurance Team to reproduce issue before opening a JIRA with our Change Control Board.•Attending weeklyCCB meeting to get application bugs assigned to a release.•Attending Product Management Board meetings to promote requested customer enhancements.•Key lead in our banking vendor relationships •Document changes as our internal processes•Perform daily payment audits using the outbound 820 and the bank confirmation file 997 to verify all payments that should be paid are. •Developing the documentation needed to perform payout daily while capturing •Resolve all exception generated related to Payout and if necessary escalate to IT/DBA team for further assistance.•Communicate with Medical Payers and PBMs to ensure customers are paid within prompt pay laws

Greater San Diego Area

• Analyzed XML files that were created from paper EOB’s and identify any business rules that need to be created to help streamline the paper conversion process. • Created Paper Conversion Procedure Manual and EOB Mapping Guide documentation used by keying partners daily to create XML file.• Coordinated a weekly meeting with each keying partner to review any exceptions that haven’t been resolved as well as their continuing quality of work.

Greater San Diego Area

• Customer Transactions• Vault Teller• Employee Hiring and Training• Prepare branch for Annual Audit• Loan processing• Maintain relations with customers

Project Management

Participated in a Project Management Essentials class.

Bachelor Of Science, Finance

Bachelor'S Degree, Business Administration And Management, General

Bachelor Of Science - Bs, Business Administration And Management, General