• Developed and defined project scope, risks/mitigation of risks, goals, and requirements while serving as the business owner advocate throughout the software development life cycle• Primary focus as Business Analyst (BA) entailed RegenceRx claims migration to a different platform (RxCLAIM Suite) effecting 3MM+ insured lives. Entailed, moving from internal to external client systems while maintaining service levels throughout the entire project• Required gap analysis, development of high level and detailed business requirements, process flow creation/analysis, and facilitation of subject matter experts to ensure full accuracy of data, zero member disruption, and a seamless migration to all systems while on a truncated, critical timeline • Q2 2012: BA responsibilities dovetailed into project management arena expanding skill sets and exposure to multiple facets of the business. Required expedited onboarding of ideas, and flexibility in managing both job responsibilities simultaneouslyo Managed rebate migration from RegenceRx to InPharmative involving 90+ contracts and various data feedso Facilitated discussion between subject matter experts ensuring timely execution of migrationo Achieved migration of all pharmaceutical rebate contracts within 60 and 90 day parameters preventing loss of revenue

• Led client implementation process of new HDHP clients – 5 new clients to date, including file formatting, testing, communication, and contingency plans while facilitating meetings with the medical vendor and internal resources• Responsible for defining monthly scorecard data components resulting in organization and analysis of departmental metrics to achieve superior service levels. Regular tracking helps identify areas of improvement where new processes are introduced to improve metrics• Provide guidance and support to Data File Specialists o Key internal resource for quality assurance – QA approximately 90% of files that require attention o Assists in trouble shooting current system/automation limitations by developing the best process for manual intervention o Assist in determining the best method to extract or input data for identifying the optimal data file architecture• Leadership roles in company initiatives and departmental projects such as o $3 million Olympics - QTrak o WHI Operations Issue Management - CAPit o Data Services Automated Accumulation tool o WHI standard Claims Extract o DSS 2.0 o Training on Department’s role to Operations, IT and Sales• Recommends solutions that best meet client and company needs through business requirement development and working closely with IT to develop the best solution for data automation, accuracy and reporting• Oversees the maintenance of day to day client relationships by providing quality customer service at all times and handling escalated issues, including reconciling member accumulations by thorough investigation• Stepped into leadership role when manager was on maternity leave by attending meetings, participating in projects and reporting departmental status to the director

• Negotiated collections on delinquent accounts to achieve aggressive short and long-term department objectives• Promoted credit sales to individual franchise owners through education of program features and benefits based on having lower customer delinquency• Built and maintained relationships by staying in constant communication with individual franchise owners and Snap-on Tool employees regarding issues important to their success• Analyzed individual customer credit profiles for approval on special terms

• Handled escalated manager calls with phone etiquette and quick problem solving ability• Managed complex situations stemming from phone calls, emails, and internal communication with coworkers to effectively come to a win/win solution• Volunteered in projects to evolve the department into taking on more responsibilities

• Built consultative and repeat relationships with government and educational institutions all over the country to drive sales• Completed multiple computer skills education courses to help service customers with certifications in networking and software