• Analyze current operational processes and procedures to identify areas for enhancement. Implement changes to improve efficiency and reduce costs.• Plan, coordinate, and oversee specific operational projects, ensuring they are completed on time and within budget.• Collect, analyze, and interpret operational data to provide insights and recommendations.• Ensure adherence to quality standards and regulatory compliance. Conduct routine audits and inspections to maintain high operational standards.• Work closely with departments like Systems, Policies, Dev, and Network operations to address operational issues and implement solutions.• Provide training and support to new team members and conduct refresher sessions as needed.

• Championed insurance claims process by providing expert knowledge and buildingpositive, trusting relationships to support clients during challenging times.• Led determination projects, identifying proper course of action for claims processing.• Supported senior managers and department leaders by completing projects and problemresolution under tight budgets and schedule demands.• Developed and initiated claims projects totaling over $1.2 million in value, simultaneouslymonitoring key metrics.• Maintained compliance with regulatory parameters in complex projects with overlappingpolicies, achieving quality metrics well above 95%.• Adjusted project plans to account for dynamic targets, staffing changes and operationalspecifications.

• Served as the primary point of contact for members, responding to inquiries, providing information, and addressing concerns via phone on 25+ calls per day.• Investigate and resolve member issues, ensuring a timely and effective solution that meets the member’s needs. Escalate complex cases as necessary while maintaining ownership of the case until resolution.• Guide members through available resources and services, helping them understand benefits and options and connecting them with appropriate support or tools.• Maintain accurate records of member interactions, issues, and resolutions in the CRM system. Compile reports on member satisfaction and feedback for management review.

• Fostered customer relationship management and project leadership through applicationand approval process.• Investigated market changes and devised approaches to take advantage of emergingopportunities.• Evaluated compliance of potential updates with established company frameworks andstrategic plans.• Tracked project changes in system with detailed notes to help stakeholders access andanalyze key information.

• Led customer support for 25+ weekly support projects.• Used consultative techniques to understand customer needs and make strategic referralsto business partners.• Maintained stellar customer satisfaction with forward-thinking strategies focused onaddressing customer needs and resolving concerns.• Evaluated customer issues and caller trends to determine areas in need of improvementand implement proactive corrections.

• Supervised management and maintenance of 500+ Help Desk assets.• Proved successful working within tight deadlines and fast-paced atmosphere.• Managed internal customers' expectations of support and functionality in order to provide positive user experience.• Provided critical end-user troubleshooting and desktop support.Patched software and installed new versions to eliminate security problems and protectdata.

• Maintained and developed over 25 driver schedules, facilitating complex medical transport systems.• Kept detailed records of daily progress to identify and correct areas needing improvement.• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.• Controlled costs and optimized spending via restructuring of budgets for labor, capitalassets, inventory purchasing and technology upgrades.

• Maintained upbeat, positive attitude in busy, customer-focused environment.• Communicated customer complaints, requests and feedback to company managementfor swift resolution.• Completed on-time deliveries by choosing best and most efficient routes, increasingperformance metrics over 15% in six-month time frame.

• Increased average order size by average of 10% using effective-cross selling techniques.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Analyzed customer escalations and recommended best course of action utilizing RCA techniques.