www.CollectiveSociety360.org

Solid track record in initiating, planning, executing, and closing out projects within budget, on-time and within scope. I am a sound negotiator, relationship manager and creative problem solver.

In the role of Business Process and Evaluation Analyst I focused on supporting programs in the application of methods, techniques and tools to design, enact, control and evaluate operational business processes.Key Responsibilities:• Provided business process change and evaluation support and expertise to Senior Management and staff to ensure the attainment of best practices, maximize organizational effectiveness, accountability and efficiency• Supported the identification and… Show more In the role of Business Process and Evaluation Analyst I focused on supporting programs in the application of methods, techniques and tools to design, enact, control and evaluate operational business processes.Key Responsibilities:• Provided business process change and evaluation support and expertise to Senior Management and staff to ensure the attainment of best practices, maximize organizational effectiveness, accountability and efficiency• Supported the identification and implementation of effective and efficient business processes that provide high standards of practice across branches such as work flow analysis, process mapping and clinical pathways• Worked with Improvement Facilitators to support teams to plan and carry out specific business process improvement initiatives including documenting tests of change, data collection and data management to support key objectives of the organization• Provided ongoing and customized evaluation to ensure continuous improvement through such tools as satisfaction surveys, program evaluation, data analysis and PDSA cycles• Compiled information and assist in the development of quality improvement reports and/or presentations Show less

Analyze data and make recommendations to upper management on process improvement and close inefficient gaps.Key Responsibilities: • Timely and accurate reporting and analysis• Monitor trends and provide analysis• Gather data from various sources to track operational performance and capacity• Compile data into summarized reports, and communicate to various levels of management• Develop spreadsheets, data analysis tools, and other tools to assist in the timely and… Show more Analyze data and make recommendations to upper management on process improvement and close inefficient gaps.Key Responsibilities: • Timely and accurate reporting and analysis• Monitor trends and provide analysis• Gather data from various sources to track operational performance and capacity• Compile data into summarized reports, and communicate to various levels of management• Develop spreadsheets, data analysis tools, and other tools to assist in the timely and efficient generation of reports• Adhoc projects Show less

Fulfill all Business Analyst functions including in-depth analysis/definition of business needs, design, development and delivery of projects encompassing documentation, testing and communication.Key Responsibilities:• Produce tangible plans to detail project delivery and project scope.• Suggest cost-effective solutions that facilitate rapid product and service introduction, enhance customer experience and maintain data integrity.• Enhance business performance through… Show more Fulfill all Business Analyst functions including in-depth analysis/definition of business needs, design, development and delivery of projects encompassing documentation, testing and communication.Key Responsibilities:• Produce tangible plans to detail project delivery and project scope.• Suggest cost-effective solutions that facilitate rapid product and service introduction, enhance customer experience and maintain data integrity.• Enhance business performance through process improvements. • Facilitate meetings by demonstrating subject matter expertise when explaining outputs to senior leaders. • Meet deliverables to maximize operational efficiencies with minimal downstream implications. Show less

• Manage a team of staff (performance management and improvement, etc) • Worked with internal resources and key stakeholders to ensure customer expectations were communicated and key performance indicators (KPI) were exceeded. • Managed customer escalations as a strategic priority to strengthen the business experience.• Participated in development/implementation/execution of key business project initiatives.

Lead a team of Small and Medium Business representatives in a fast-paced environment. Three major deliverables in this position were:1) People Management• Provide day-to-day coaching, direction and leadership to business representatives. Includes real time management of resources; performance management and development• Mentor, coach and develop team members to achieve higher levels of performance and job mastery• Effective communication with the regional and national… Show more Lead a team of Small and Medium Business representatives in a fast-paced environment. Three major deliverables in this position were:1) People Management• Provide day-to-day coaching, direction and leadership to business representatives. Includes real time management of resources; performance management and development• Mentor, coach and develop team members to achieve higher levels of performance and job mastery• Effective communication with the regional and national team in a timely manner• Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base• Implement and track appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness.2) Client Experience Management (Escalations)• Provide timely and complete resolution of escalated issues and concerns raised by stakeholders and clients.• Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent client experience.• Create and deploy customer retention strategies and programs3) Business Improvement• Analyze CHURN reports, market research and make recommendations to reduce CHURN• Assist as a prime in departmental initiatives to manage operations• Proactively observe and report real-time call drivers that impact the customer experience• Identify, plan and execute key operational improvements to enhance customer experience. Show less