Successfully runs a Kanban Team to deliver multiple projects accurately and on schedule.Works with business stakeholders and external clients to gather requirements and write user stories for a development team within an Agile environment.Formulates and defines system scope and objectives through research and fact-finding combined with an understanding of applicable business systems and industry requirements.• Responsibility for prioritizing product backlog and working with the development team to clarify acceptance criteria.• Increase productivity/velocity by creating a team environment through collaboration and empowering fellow team members.Provides oversight on commitment requests including setting up the commitment in the system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.Participate and contribute in all Agile ceremonies: Backlog refinement, Sprint Planning, Retrospectives and Client Demo’s.

Knowledge of Banking Industry standards relating to the EFT Debit Platform. Provides in-depth product support to FIS clients by resolving incoming inquiries. Responds to customer product inquiries via telephone or in written internet-based email. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.

 Knowledge of federal guidelines and regulations for health care plans subject to COBRA and state regulations. Team subject matter expert for department processes and procedures. New hire mentor in department for training and orientation. Utilizing side by side, as well as virtual training with Cisco WebEx. Daily research and resolution of participant inquiries and issues. Main resource for peer review of production to ensure 100% quality and accuracy of work. Led a process improvement project for enrollment processing. Results were a more effective process and higher quality scores.

Followed denied claims, identifying reasons for non payment and responded accordingly. Wrote appeals to insurance companies for contested claims.