Providing Support with the following Services: • Cisco Telecommunications Systems support, phone scripting, and call recording • Workforce Management technology and solutions • Contact Center design

• Directed all business systems, including call recording and analytic applications, Workforce Management, Cisco Telecommunications platform, Salesforce CRM, and Epic EMR - Cadence applications and user interface, for 550+ personnel Contact Center. • Executed the administration of real estate/tenant contracts, furniture, equipment, and supply needs, of all three Patient Communication Center offices; 60,000 total sq. ft. • Controlled all budgetary and financial activities, including financial analysis, for a $70M+ operating budget.• Coordinated all projects and expansion efforts of the contact center, and directed all decision-support activities critical for operational development.

• Responsible for planning and leading system-wide call center initiatives with accountability for successful implementation of call center standards and protocols.• Led and Managed current business development projects, including the on-boarding of new clinics. • Provided input into tactical and strategic planning to include the allocation of resources to maintain business service levels, while minimizing operating costs.• Developed, implemented, and maintained Workforce Management Systems.• Researched, analyzed, and maintained data collection systems required to track and evaluate call center operations including utilization of advanced access reports and forecasting tools and provide regular feedback to Managers, Directors, Physicians and Senior Leadership, for decision support.

• Managed performance of contact center department, including activities of Supervisors and their support staff to ensure teams are performing at adequate levels, and service targets are met. • Developed new reporting and tracking systems that improved patient access levels in the first 6 months, by reducing call wait times on average of 45 seconds.• Strengthened communication throughout the enterprise by serving as a liaison between supported practices, community offices, faculty, outside customers, and our patients as well as other Medical and Campus departments.• Collaborated with program/service line leadership and marketing communication staff to increase revenues and patient volumes, on average of 15%.

As an Administrative Specialist in a project management role, I supported the day-to-day operations and the expansion of UCLA Health’s, Patient Communication Center, and Ambulatory outpatient clinics. This included:• Collaborated with the medical specialty directors, and clinic managers to engineer solutions for optimizing the patient experience.• Developed, from the ground up, the Implementation of SalesForce CRM, and identifying key features for a robust tracking and processing work flow of the Physician’s Referral and Authorization team.• Responsible for observing, collecting, and managing data/project(s) for Epic EMR system Application Managers, for the build and implementation of layered questioning for Patient schedulers.

Collaborated with mortgage lenders, realtors, and home owners on preventative foreclosure programs and proceedings. Analyzed real state, financial, and government assistance documents for completeness and accuracy.Processed and reviewed purchase contracts, HUD-1, 4506-t, and short sale addendum's .Utilized Salesforce dashboards to organize workflow, notate Equator and verify customer data through AS400.Increased company production by developing strategies to optimize team workflow.