➢ Working with complex legal matters and ensuring requested information is provided in a timely fashion.➢ Provided oversight and review of data analysis work in Microsoft Excel to be completed for multiple Fortune 500 companies. ➢ Working in other Microsoft Office programs such as Word, PowerPoint, Outlook and Visio to deliver quality products.➢ Created and provided top quality graphics and presentations utilized by attorneys in the courtroom for trial purposes.➢ Highly respected member of a small team which provided services for offices around the United States, England and China.➢ Coordinated and provided support for annual corporate meetings for 500+ senior members of the organization.➢ Drafted departmental documents such as standard operating procedures (SOPs).

- Responsible for supervising 3-4 staff team members.- Daily expectation of contacting and working with commercial insurances, along with various Medicare and Medicaid plans.- Lead and build plans to deliver profitable store sales measured by KPIs.- Develop a professional business partnership with the Target Optical doctors and host store.- Recruit, hire, train, develop, motivate and retain staff.- Responsible for performance management of staff.- Enforce operating policies and procedures to ensure consistency and accuracy across the Target Optical brand.

- Responsible for supervising the performance of Customer Account Executives (CAE) in all activities related to Comcast products as well as customer equipment.- Provides leadership and manages performance to achieve a range of sales, service and operational business goals, and ensure a high quality customer experience.- Communicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with required objectives.- Identifies variances and creates effective plans to address gaps.- Develops and leads an effective team that proactively retains customers and effectively communicates the benefits of products and services.

- Managed team of 10+ employees which focused on medical records, HIPAA compliance, record audits and process workflows to meet company requirements.- Assisted with billing compliance department to ensure Medicare and Medicaid record retention and audits were completed in required timeframes. - Created and governed technical support workflow and processes.- Provided technical training and support on medical record systems by traveling nationwide for Walgreens. - Responsible for process review, quality review and information organization, distribution and for the ongoing review of new and reviewed information as it relates to programs, services, policies and procedures affecting department operations.- Responsible in completion of new hire training in the fields of general support, Medicaid, technical troubleshooting and email communication.- Assisted with the national launch of new services and played an integral part in the development of patient facing materials.

- Promoted to this position in May 2009. Assisted in managing a Support Center with 60+ customer service agents providing technical support and excellent customer service.- Assisted with a wide variety of technical call center processes and procedures to ensure that we meet all preset goals, objectives and requirements.- Maintained a high performing team by not only meeting expectations but exceeding them as well through quality control, monthly performance reviews and obtaining colleague’s ideas and recommendations for process improvements.- Maintained effective communication with all levels within the organization including Executive, Director, Workforce Management, Quality Analysts and direct reports.- Managed all departmental specialty groups including Billing, Medical Records and Email Communication. These departments required collaboration with various insurance payors, completion of medical chart reviews and HEDIS requests in addition to other responsibilities.

- Service Research, September 2007 - September 2008- Customer Solutions (Specialist), January 2007 – September 2007- Phone Application Center (PAC), May 2006 -- December 2006