- Lead a team of 5 implementation managers and a support specialist, providing clear direction and support throughout the project lifecycle: new business and existing client change requests. - Conduct regular team meetings to align objectives, address challenges, and recognize outstanding performance, fostering a motivated and cohesive team environment.- Developed and implemented standardized project plans based on implementation type aiding in project delivery time, improved resource allocation, and identifying process efficiencies. - Collaborate closely with sales and account management teams to understand client requirements, assess risk, and tailor client needs.- Facilitate regular communication channels between implementation team members and key stakeholders, ensuring transparency, efficient decision-making, and issue resolution.- Introduced a post-implementation review process to capture lessons learned and identify opportunities for continuous improvement and leveraging automation to reduce cost and increase team bandwidth.

• Administer end-to-end projects implementing voluntary benefit portals and payroll billing for clients• Coordinate portal build with Client, Tech and Enrollment teams to meet customer requirements (multiple sites, API, etc.)• Collaborate with IT and Customer Care during implementation and after launch• Schedule and drive kickoff meeting for client scoping and weekly touchpoints thereafter; Incorporate requirements into detailed project plans; Disseminate meeting agendas and minutes sent out weekly to track project deliverables• Manage and lead multiple projects (currently, 14); Entrusted with high volume clients (up to 120,000 employees) • Lead projects requiring integration of Corestream and broker-partner systems, such as ADP and Morneau Shepell• Implement and assist development of project plan template in Smartsheets for internal stakeholders and client reference• Perform ongoing management to ensure projects are completed within target deadlines for launch of software platform. Cut down project timeline from 180 days to 90-120 days, saving money and resources• Act as key contact for client from initiation through 45-60 days post-launch• Roll out new documentation for future use: ADP Roundtable Rollout, Eligibility and Deduction File Mapping, Implementation Workbook, Agenda & Minutes Templates, Enhanced Scoping Document• Communicate necessary SLAs and facilitate meetings with internal stakeholders to achieve benchmarks • Hold weekly calls with sales team to review pipeline updates in Zoho

• Plan and execute as a project manager the onboarding process of new clients from the initial kickoff call from sales to 90 day post go-live. Assure through QA reporting and communication that client is ready for client services handoff.• Serve as liaison between IT and client contacts for portal modifications, process requests, and issue resolution.• Provide QA Analysis of weekly KPI reports – identify any issues with portal, billing, eligibility through FTP site, and possible lack of spend. Work closely with finance, CSMs, AR/BR, to resolve potential issues and improve processes for a specific project and client and improve spend.• Administer implementation lifecycle for all process and coordinate with clients and internal stakeholders to maintain knowledge on all project goals and ensure completion within required timeframe.• Coordinate with implementation manager and monitor all phases of new client implementation process.

• Conduct monthly one-on-one meetings with each team member to discuss job performance and assistance with career path goals. Lead weekly meetings with Intake staff for team building purposes and to identify successful and failing practices. • Developed and implemented Best Operating Practices (BOP) for Ancillary Operations Department, which increased accountability and transparency internally with department, senior management and clients. • Collaborated with management to identify KPIs according to Operations standards to then define daily reporting requirements. • Analyze BOP report data to identify trends within the various processes and among the CSR, Client or Provider. • Manage Client issues by working closely with client service mangers, sales, and implementations to resolve disputes.• Designed systematic Client reporting and documented requirements for the technical programmers to identify potential issues that could be remediated before occurring and in turn, reducing Client dissatisfaction. • Created new work flows within the Operations Department to increase process efficiency. • Identified key roadblocks and proposed effective solutions for provider billing within Ancillary Operations to instead reside within Finance. This transition assisted in the growth of the company’s provider network, thus increasing myMatrixx’s Ancillary Benefit Management (ABM) value.

• Lead database management team that built up clientele database for email marketing purposes which in turn brought in more bookings for each workshop.• Developed sound, working relationships with key partners and clientele; specifically University department heads, presidents of associations, and counseling center directors.• Implemented co-sponsorship opportunities for the events that allowed a cheaper rate for universities and associations who slotted a minimum number of attendees for a given event.

• Examined the performance of DME team members daily through system reporting if they hit targeted amount of tasks. This allowed me to identify strong and weak players to coach accordingly in monthly one-on-ones. • Maintained and documented work productivity from phone calls to documenting files that I completed on a daily basis. Presented the report to upper management.• Instituted Zeacom (phone system) reporting that allowed managers to recognize call time, available and unavailable time, and abandonment rate.

• Built strong relationships with clients providing quick and efficient service to maintain and expand Pharmacy Benefit Management (PBM) transactions. • Provided excellent phone etiquette to customers and providers resulting in a monthly phone QA score consistently above 98%.• Oversaw work stream for retrospective transactions regarding previous bills from other PBMs to reprocess and convert pharmacies’ online billing to TechHealth’s.

• Provided customer service for those who were unsatisfied with the seminars to retain business by educating the community about the stock program, giving them confidence in buying the product.• Worked mostly with Microsoft Excel to observe what services customers purchased at each seminar to promote and market accordingly for higher revenue purposes.

• Assisted in the management and coordination of events and baseball games held at Tropicana Field including: Rays regular season games, concerts, home shows, boat shows, football games, gymnastic competitions, and marching band competitions.• Made myself available to fans during games and events for any assistance they need to garner relationships for future attendance. Main targets were business groups in club sweets.