Sunny Nicholson-Allen Email and Phone Number

Oregon Dept. of Human Services - Adults & People w/Disabilities*Provide direct client-faced customer service excellence to a culturally diverse population, support/serve participants in specialized mental health/social/human services program areas to include Oregonians who are economically disadvantaged, substance dependent, mentally/physically disabled, child abuse/neglect/ juvenile delinquent. Report abuse to Adult Protective Services Screening Line*Business/Organizational Change Mgmt.-statewide implementation/Provider Time Capture Project *Project/Operational Analysis/Support-Monitors PTC program processes/procedures/Auth Cleanup*Manage PTC Support Help Desk/Mentor Staff on Change Mgmt. Communication/PTC Project Solution*PTC Phase 2A Implementation, Azure DevOps Case Tests, Scripts, Go-Live Activity Readiness*Lead Homecare Worker (HCW) Coord-Input 546's-voucher mgmt. of HCW services/In-Home Agencies *Support Case Mgrs.-serve participants w/positive customer service/timely confidential communications *Issue temp medical ID cards, referrals, services, benefits, manage Provider payment systems *Long Term Care Referrals, Schedule Appts. Re-certs, Log new clients, Transfers, Hospice Care*Plan of Care: Process Prior Authorizations, codes, service dates for Hospital*HIPAA Compliant - Work w/sensitive/secure Infor - Medical histories/assessments *Financial: Receipts monies-Client Pay-Ins/Agency fees/EPD payments/Vouchers, Med Cards *Process Sec of State Voter Registration (SEL 503) - Record Voter Reporting (SEL 504) *RMSS Branch Coord. - monitor federal/state grant fund surveys for staff programs *Lead on Provider Time Capture System/Lean Process - Online Homecare Worker Vouchers - State Audited Payroll System - Pull Payroll Batches, Train HCWs/Staff, Manage dashboards*Develop/Run Mthly Dept. Master Intake Log Templates (excel): Visitor, Phone, CM Logs **SEIU 503 Union Officer (Secretary/Steward)/Registered OREM Mass Care Response Team Member Volunteer

State Farm Insurance, Bend OR - Oregon State Licensed Insurance Producer (non-affiliated)•Enabled Agency Profitable Growth, intensified the client's experience and increased Team engagement. Solicited/wrote new Life, Health, Auto, Property & Casualty policies, sold policies*Collaborated with agency key partners to identify and implement new business, monitored established accounts, conducted meaningful insurance coverage overviews, new educational product marketing, and policy guidance*Provided customer service excellence in-person (walk-ins), by appointments, over the phone or via online communications, conducted cold calls, worked warm leads, collected applications/fees, wrote business on-site/home visits. Receipted in monies, monitored claim adjudications•Performed records management; executed compliancy guidelines, facilitated new product knowledge*Generated Agency policy production, collaborated with Agency and Underwriters to meet Federal/State regulated underwriting policies and requirements, rating plans, referrals to support agency goals*Possess soft skills: Patience, Caring, Empathy/Understanding, Satisfaction, Attentive Listener, Social, Open, Proactive Engager, Multi-tasker, Self-disciplined*Problem solved customer issues and provided on-demand solutions via phone, chat and email. Dedicated Customer Service Care Analyst experienced in providing a smart, thoughtful approach using customer service technology (support software, call centers, help desks)

Web-based online government regulatory systems•Provided guidance and expert advice to management or clients on technical, systems or process related topics •Designed, built, tested and trained team and clients on customized systems and applications•Analyst liaison to investigate, test and interpret clientele needs and facilitate task analysis and solutions internally/externally•Interviewed, documented and analyzed client business processes (Visio)•Utilized logic and reasoning to evaluate problems and derive appropriate solutions•Implemented software upgrades and patches•Project Mgmt. - Assisted Sales Team to manage project scope and client relationships by identifying and escalating issues. Collaborated with Infrastructure & internal depts. to govern system security/performance standards •Executed testing of systems by manipulating software to analyze performance to ensure quality product deliverables (defect free)•Provided guidance/expert advice to mgmt./clients on technical, systems or process related topics•Administered confidential records management, HIPAA, SFTP and VPN Compliant•Helpdesk and SLA support: provided hands-on, real-time assistance •Translated customer needs into business-level specifications that guided technical implementation efforts by other teams •Created tasks and deployed to operations / Managed interactions, information gathering and work orders with clients•Documented reports, correspondence, web sites, imports, exports and other custom reporting functionality•Traveled to client sites to conduct training or assist with installations; Trained/supported internal team members

Employee Online Benefit Enrollment System (web-based) System*Exemplary Customer Engagement Relations - worked with HRADMIN, IT, Benefit Specialists, conducted mtgs. to overseer/manage/collect benefits info. to complete Census File/Case Benefits Matrix. Conducted software demos to groups (GTM) - Open Enrollment, Year-Round, HR ADMIN, Case Builder, Admin roles *Project Mgr.: Collaborated w/clients to collect/manage customized case builds supporting software implementation of case workflow phases: 1) Discovery Phase, 2) Build Phase, 3) Training Phase, 4) Testing Phase, and 5) Go-Live Phase. Use Matrix to collect client online Benefit enrollment info*Software Trainer: developed software training videos (web-based)/doc. conducted client training/support, identified training issues, executed training via phone, in person, email or GTM to team, 3rd Party Admin, Vendors, Brokers, Clients. Provided solutions, reported critical issues*Customer Support Specialist - Tier 1 & 2 Support Help Desk: Client-based Technical and Front-End Client Care - Researched client issues, tested/resolved bugs and closed issues*Client Case Post-Support: Online CS Engagement with HR/end users during dev. of Open/Close Enrollments, Defaults, Benefit Terminations-Carrier Stop Dates, HRADMIN, Pending Approvals, Life Events, New Hires, FSAs, HSAs, Beneficiaries, PCPs, Pay Cycles, Medical/Dental/Vision *Client Bug Tracker Technical Support: Managed, created, tested, closed Client Bug Tracker Issues. Supported, built, modified Client Cases - deployed enhancements, patches, fixes, new features *Case Builder - Built, set up new client cases using Case Benefits Matrix - Off-Cycle Enrollment, Co. Contacts, Plan Years, Case Settings, Benefits, Carriers, Census File, Classifications, Logos, Payroll Calendars, Life Events, Plans*Census File (Load Data): Reviewed, monitored, implemented, uploaded New Hires Census File *Created/Reported/Closed Support Issues w/Mantis-Gateway, India Dev. Team

IT Ambulatory Systems - Application Analyst (Hospitals/26 Clinics)•Managed, tested, serviced Ambulatory Practice Mgmt. Systems/Applications for PRISM, eCW (eClinicalWorks), iSALUS, AllScripts; Clinical applications: MOSAIQ & McKesson STAR; Serviced SCHS enterprise Clinics, Physicians, Vendors, Centralized Billing Office, caregivers, patients. Completed AllScripts PM Knowledge Transfer-SUPERUSERS Training (Dept-Practice/Location architecture, Registration, Scheduling, Billing, Reporting)•TECHNICAL SUPPORT SPECIALIST liaison for hospitals/clinics/physicians/clinics/caregivers; Managed Ambulatory CSR HELP DESK HEAT tickets - St Charles Health System tickets - Service Level Agreements•Maintained Ambulatory systems’ applications thru deployment of upgrades, patches, service packs & annual software enhancements•Responsible for Ambulatory Services’ user mgmt., data integrity & security (PMS/web-based Clearing Houses). Managed caregiver onboarding/terms; passwords, Log Ons; assigned security work group roles, table mgmt. for Facilities, Service Locations, Providers, Billing Codes, Fees, Insurances, Employers, EDI-ANSI electronic claims•Executed/Facilitated Training to Ambulatory caregivers/vendors (on-site/off-site); set up live meeting/group teleconferences. Developed/deployed training docs/instructional guidelines to support policies/procedures for business apps/workflow processes•Generated Ambulatory Services’ month-end reporting for Revenue Cycle Mgmt./Finance. Ran queries using multiple reporting tools: Microsoft Access (relational database), eCW=COGNOS, PRISM=Report Writer and AllScripts-Crystal Reporting•Managed/processed Patient Statements, Daily Ins. Run, EDI ANSI Claims Mgmt. Researched/ corrected/tested/reprocessed denied claims; Claims Denial Mgmt.; Managed PMS’ Rules/Edits for clean claims mgmt., forms & codes. Supervised/supported best practices/workflow processes for Clearing Houses, Vendors, Insurances, SCHS’ caregivers to support compliancy

As an entrepreneur, provided exceptional customer service care with individuals and families to help provide education and options about health insurance policies, coverages and medical products/servicesMEGA Life & Health Insurance Company •Collaborated with insurance underwriters, credit bureaus, government agencies, vendors, creditors and public; HIPAA compliant; collected patient application medical data; generated quotes, conducted presentations, assisted self-employed w/billing questions, claim adjudication and insurance products/coverage•Managed Office Operations, Billing, Collections and Document Control (Forms, Quotes, POs)•NASE-National Association for Self Employed: Increase Assoc. memberships; provided owners w/benefits, discounts, savings

•Executed Sales, Marketing, and Advertising Services; Creative Services and Customer Service Excellence•Performed 200% ahead of revenue goals Jan 2006-Apr 2007; Sales/Marketing Advertising•Performed Account Management--increased billing; strongly prospected/developed new business/sales within local community universe •Consistently achieved mthly/quarterly revenue and “new business” goals; Generated client annual TV Air Schedules; •Assisted with script writing/shooting/editing/finalizing commercial production spots/dubs; proposals, sports packages, and media kits•Developed Multi-platform TV/WEB/PRINT campaigns. Designed print ads for Ladies Home Journal and Better Homes & Gardens mini-magazines

Palm Harbor Homes, Redmond OR; Factory Owned Home Manufacturer•Promoted from Housing Consultant to Sales Manager in April ’03 (6-mths); Managed ‘3’ housing consultants•Sales Manager: Trained employees on providing land/home packages, conducted tours and home featured benefit presentations. Managed work schedules, performed employee appraisals, assisted General Manager with staff onboarding/terminations, and led staff meetings•Generated sales growth. Provided excellent Customer Service relations by serving public walk-ins, working leads and supporting referral networks. Provided project management SCOPE for custom-designed home specs in coordination with factory technical team, designed collateral materials and home sell sheets, Managed Web Page presentations, executed contractual bids, maintained records management.•Worked with e-leads, public, vendors: contractors, lenders, banks, title & insurance cos., conducted outreach/marketing to local community •Compiled spreadsheet applications, database management, WP, PowerPoint, Desktop Publishing, QuickBooks Billing, multiple CRMs•Traveled to client sites, factory, Palm Harbor Sales Centers, trade shows. Provided exceptional customer services on-demand

Finance Client Faced Customer Service--1st/2nd Mortgages, Home Equity, Personal Revolving LOC/Closed End Loans •Performed Sales; walk-ins and cold calling; account management; prequalified candidates, processed loans, document control, and provided financial solutions•Worked closely with underwriters, agencies, ODOT, financial institutions, creditors, credit bureaus, courthouses, title companies, lenders and public/members•State of OR Insurance Licensed, Notary Public; managed listing kits, title property, appraisals, credit apps/CBRs, Deed of Trust; provided Insurance and Non-Credit Products

Manufacturing company providing ATM enclosures: Toppers, TTW & Drive-Up Surrounds, Kiosks/Signage to financial markets/ISO’s. Responsible for account management, sales/marketing deliverables, market research, new business development and increased revenue•Penetrated two previously un-served markets (NCR Corp. and International); resulted in $150K additional sales and new clientele•Achieved sales goals after second month and every month thereafter. Promoted twice within a 3-month time span: Aug/Nov 2001•Improved product inquiry process, reduced response time to customers by 50%, and refined catalog/presentation materials/PR •Managed accounts; performed market research, developed bids, coordinated full cycle product line order process; performed production QA/document control). Provided product solutions, claim management and superior customer service (tracked warranty, service, and repair performance). •Performed full cycle consumer product sales service; Executed relationship management--traveled to client sites; upsold product lines; provided graphics/artwork and catalog management; championed leads through order process •Supervised office administrative team. Improved effectiveness of office staff with efficient work flow processes and provided PC/systems training. Assisted with performance reviews, scheduling, workload priorities, on-boarding/off-boarding, security, knowledge transfer and process training.

Hospitality industry-Property offers rooms, convention, meals/fine dining and recreational amenities.•Responsible for group, corporate and transient sales, service and account management.•Executed company’s sales strategies and mgmt of over 2,000 accts. Exceeded sales point system by ‘3’ times•Attended trade shows, conventions and educational forums•Booked conference and hotel rooms for meetings/events/overall property features, products and services•CRM db management•Accounts serviced via phones, walk-ins, tours, email, letters•Provided client-faced world-class customer service and solutions

Manufacturer of disposable tableware. Responsible for sales/marketing collaborative efforts; product development, pricing and margin strategies, store programs, forecasting and category space management at the retail level •Associate Category Manager: Designed/managed/executed new product introductions -- sell sheet with costing for house account: Dollar Stores’ Seasonal and Solids tableware product line, private label & premium brand label introduction to clientele/sales force•Marketing: Developed national sales conference themes, worked trade shows, developed graphic presentations for sales (IRI & AC Nielsen market data, POP displays, 60-slide presentation-Price Costco), Supervised Seasonal College Interns

16 yrs full time•International, Military & Recycling Sales/Marketing Coord.: Exceptional Internal/external customer service liaison conducting full-cycle private label sales worldwide. Developed/deployed quotes, sales collateral materials, entered product specs, worked with MSDS, Legal Patent Regulation, Customs Auth, FDA, R&D, Finance, Art Dept., Shipping. Developed legal product certificates (Lean: reduced 3-mths to 24-hrs). Developed Mktg. Plan-O-Grams, POS, POPs. Managed contractual bid agreements, worked trade shows. Partnered w/mass merchandisers, wholesalers, retailers, vendors, gov. AAFES, NES, commissaries, municipalities, attorneys, Customs, FDA Officials. Collaborated w/Corp, sales offices, reps, plant staff to project manage SCOPE of product orders. Provided World Class Client solutions on-demand. Operated Multi-Line Switchboard to bypass main switchboard. Managed records mgmt. systems. Liaison with Export Customs for Legal Product Certificates deployment to release product deliveries via Land, Air and Sea. High volume, heavy traffic dept. within a dynamic environment•Consumer Marketing Associate: Provided competitive analysis, new product orientations, pricing, branding, data trending, collateral materials, themes, and reporting. Client/Enterprise Liaison providing customer service care excellence and solutions•Corporate Software Trainer: Coached, mentored, facilitated and trained enterprise users (corp. office, plants and sales satellite offices) on organization’s AS400 operating system, customized menu functions, electronic inventory, security, new user training, Int'l, Military and Recycling dept. workflow processes, designed/deployed class/auditorium training and materials, National Sales Conference training. Designed CBLs, tutorials, surveys•System Security Administrator: Company launched new operating system, built/designed user security work groups/roles. Built new user menus w/assigned security levels, onboarding and terminations