Tina Crawford Email & Phone Number

Albany, Ny, Us

Albany, New York, United States

United States

Albany, New York Area

Albany, New York Area

As a Learning and Development Consultant, I am responsible to identify opportunities to develop/initiate programs designed to enhance and address business units training and performance needs. Any identified programs will be delivered primarily to all levels of personnel across the company. I work closely with management to identify changing performance requirements and needs, evaluate the efficiency of inter/intra-departmental processes, and recommend solutions to more effectively and efficiently implement skills based learning to meet customer and business requirements.

Albany, New York Area

Work with the Application Management architects, leads, developers and analysts to review, manage and implement the applications supporting CDPHP’s core processes and functions. Provide support and produces the deliverables associated with management, configuration and maintenance of all applications during their lifecycle.

Directed a staff of 25 customer service and claims representatives in a high call volume service center and claims unit. Evaluated and Implemented processes and procedure improvements in order to achieve exemplary performance standards. Ensured customer satisfaction by inspiring and leading a knowledgeable and courteous staff. Conducted and developed training practices for improved efficiency and employee morale.

I am currently responsible for eBusiness program support, strategic planning, internal education & awareness and service channel management, local segment Liaison to Business Stakeholders for the NY, NH, CT and ME regions.

Responsible for eBusiness program support, strategic planning, internal education & awareness and service channel management, local segment Liaison to Business Stakeholders for the NY, NH, CT and ME regions. Liaison between eBusiness and Commercial Product, including eBusiness support and analysis for yearly planning and strategic business implementations.

I was responsible for managing all Broker and Employer Portal SMI Projects as the UI SME. Managed ongoing deliverables, such as preparing web requirements, reviewing and signing off on UI design and Use Cases, as well as participated in UAT testing prior to any implementations

In this position I was Responsible for providing analytical and business expertise to develop the operational and systems requirements necessary for the successful implementation of maintenance and/or enhancement change requests as it relates to the physician and hospital e-business platforms. These requests where cross divisional in nature and required a very in-depth knowledge of the corporate organization and an understanding of how it operates. Responsibilities also included evaluating the impact of the change request to operational areas as well as the impact to the physician and hospital portals; managing of a portal customer service team of four, as well led several small teams of various Empire and non-Empire staff in producing project deliverable as they related to the portals.

Responsibilities were that of lead Business Analysts representing the Operational Owner of the Provider Portal. This entailed managing all CRs and priorities in the testing and production environments to ensure customer usability and satisfaction. Prior to the maintenance mode, I was the lead Business Analyst working with the E-Biz Development Project Teams in testing the Provider Portal in order to move into production for both the Alpha and Beta releases. This encompasses many things such as writing and executing test scripts, analyzing and identifying defects with the use of ClearQuest, reviewing of use cases and wireframes to ensure usability, updating and maintaining decks issues list, as well as working with several areas on problem solving and error resolution.

Responsibilities include managing 45 Customer Service Representatives. Maintaining quality levels for all correspondence and telephone calls. Working closely with management in making decisions, implementing procedures and effecting operational enhancement to meet the changing needs and satisfy account requirements. Tracking and managing inventory and bringing processing policies and issues to resolution.

As, Communications

Liberal Arts