- Developed and supported processes to meet changing contractual requirements to ensure continued compliance.- Designed, implemented, and maintained core business processes to meet changing contractual needs and increase efficiencies across multiple segments, resulting in a 20% increase in member survey engagement. - Analyzed existing operational workflows, processes, and systems to identify areas for improvement to increase efficiencies and member satisfaction.- Utilized SQL to obtain data used to identify broken processes and their root cause, working cross functionally to brainstorm and implement solutions, resulting in a 60% decrease in manual workload for an internal membership team.- Interacted with internal stakeholders to understand business needs and translate into requirements and project scope.- Acted as a liaison between contact center operations, IT, and internal partners on new development and enhancement requests through full software development life cycle.

- Continued support for Call Center Operations while training a new Workforce Analyst on role, reports, processes and systems.- Used data analytics to identify broken processes and leveraged root cause analysis skills to communicate and correct the issue cross-functionally.- Participated in multiple cross functional Six Sigma Green Belt projects, providing data and documentation to map existing processes and establish baseline metrics.- Offered input, insights and suggestions for management to improve operational efficiencies and eliminate process redundancies and issues.- Disseminated large data sets into usable information to communicate and present across all levels of leadership.

- Became a subject matter expert in Medicaid state contract reporting for a Managed Care Organization.- Managed several inbound call queues, ensuring contact center metrics were at or exceeding contract requirements.- Reviewed existing processes to identify areas of opportunity to increase operational efficiencies to improve customer and agent experience.

Project Analyst Fidelity Investments – Merrimack, NH - Estimated, planned, executed, and controlled assigned projects simultaneously ensuring on-time and accurate completion.- Conducted interviews, surveys, and workshops to gather comprehensive and accurate requirements.- Participated in user acceptance testing (UAT) by creating and executing test matrices and facilitated feedback sessions to ensure stakeholder agreement.- Leveraged SQL to collect and analyze large data sets, identifying project populations, trends, data discrepancies and issues impacting project deliverables and business needs.- Worked with internal and external project stakeholders to address issues impacting project deliverables and to create solutions that align with business needs while meeting stakeholder expectations.

- Obtained both series 7 and 63 licenses to complete customer directed stock market transactions such as buying and selling stocks and mutual funds.- Executed 500 stock market transactions on average annually.- Provided informational and transactional support for employer sponsored stock plans.- Trained new service representatives on processes, applications, and resources used to answer common questions based on the type of customer request