• Positioned Aspirion as a leading revenue cycle management company (RCM) that optimizes industry-leading technology to resolve complex hospital claims.• Enhanced workforce abilities by establishing centralized, company-wide training. • Authored and implemented lean processes to streamline onboarding, new hire training (NHT), and quality review across 5 sites and 10 lines of service.• Curated and implemented Aspirion's first Learning Management System (LMS).

● Designed and deployed comprehensive training programs across all operational areas (AR Follow-up, Billing, Cash, Credits, Customer Service and Pre-Arrival). From July 2015 to current, 98% of trainees have met or exceeded all training requirements and successfully transitioned to operations.● Advise senior leadership in the prioritization of business-critical training needs and develop operational and quality processes. ● Designed and deployed QA processes for all operational areas. Partners with business leaders to identify KPIs and implement quality scorecards that measure performance against KPIs. ● Led migration to Google G Suite products from MS licensed products. Project included planning and facilitating movement of all center-wide documentation to Google Shared Drives, facilitating training for staff of 450, and providing support and coordination with Corporate IT. ● Led implementation of Google Classroom to streamline onboarding and recurrent training processes and the adoption of a center-wide LMS.● Serves as a subject matter expert (SME) in training, quality and CI approaches providing direction and leadership to all levels of management. Designs communication strategies to improve employee performance and retention through cultural change.● Deployed CI initiative focused on establishing measurable team KPIs and a support structure to drive sustainable improvements. CI champion. Provides coaching to all leadership levels to engage staff and hold the team accountable for performance. During the program’s first year, accounts over 30 days were reduced by $112M and over 15 days were reduced by $151M. ● Developed and implemented SME training program across Shared Services Center to effectively utilize staff experience, develop training resources and minimize new hire ramp-up time.

• Led diverse team of training specialists and instructional designers to provide technical training for five Medicare Contract Sites.• Provided proactive leadership to support an engaged and lean culture. Accountable for ensuring program and training records aligned with ISO 9001 QMS standards.• Managed instructional design and technology projects for local and regional contract sites. • Optimized learning through multi-mode training, classroom instruction and action learning.• Transitioned division from paper training to digital instruction; project managed concurrent instructor-led courses, e-learning and blended learning initiatives. • Assessed training outcomes, conducted train the trainer pilot exercise and reviewed the quality of new curriculum for modification and budget alignment.• Accountable for delivering leadership strategy that aligned with business needs and in partnership with a BCBSSC corporate training plan. • Delivered performance analyses and process improvement recommendations to increase production and quality.

• Continuously cultivating relationships that drive long-term direct sales.• Engage social media management to promote products and engage nationwide customer base. Regularly create and publish advertisements on Facebook, Instagram and YouTube.• Regularly facilitate customer classes via Zoom and Facebook Live Rooms.• Developed formal recurrent training program that increased team’s annual sales by 35%.• 75% of direct reports earned promotions to senior consultants.• Facilitated monthly learning opportunities for customers to use products and support team sales.• Earned four consecutive national sales awards.• Original artwork published in the National Idea Book and Catalog.

• Designed and launched learning delivery plan that gauged effectiveness via talent review processes, coaching, change management, organizational design and team building.• Provided on boarding for more than 500 customer service associates from 1990 to 1994.• Evaluated quality trends and identified areas of continuous improvement.• Facilitated center-wide Total Quality Management (TQM) program.• 80% of training staff promoted into managerial roles over this period of time.• Provided timely, relevant coaching to support personal development and corporate objectives to all levels of leadership.• Developed and implemented mentoring plan for CSRs transitioning from training to operations.