Functioned as a liaison for the IT Service Management Office (ITSMO) to all IT Service Management (ITSM) Practice Areas providing consulting services and other requests.Identified inefficiencies and bottlenecks in existing ITSM processes, utilizing ITIL4 and Lean methodologies.Implemented the IT Service Management Office (ITSMO) Process Value Campaign and served as Communications Directly Responsible Individual (DRI), ensuring timely updates to the ITSM organization regarding policy, process changes, and ongoing / completed projects.Conducted maturity assessment projects analyzing the results to identify strengths and weaknesses, and presented findings and recommendations to each practice area, achieving a 68% participation rate.Led process and performance projects collaborating with key organizational stakeholders to align each improvement initiative with strategic objectives with a successful project closure rate of 100%.

Led a team of thirty-four quality assurance associates, including two supervisors, one consultant, and 2 offshore vendors. Responsible for performing Quality Assurance audits of multiple operational areas within CPSS (Enrollment, Billing, Plan Load, etc.); developed strategies and defined long-term goals while overseeing an annual budget of $11 million.Drove standardization and efficiency improvements in daily operations, including pre-boarding, onboarding, recruitment, ongoing associate development, managing inventory, and project management, ensuring completed tasks were met by the established deadline.Collaborated with cross-functional teams to assess operational demands and ensure resources are allocated effectively to meet these needs.Prepared and conducted regular reviews (weekly, monthly, and quarterly) of departmental metrics and dashboards, analyzing data to offer actionable insights that enhanced stakeholder performance.Led cost-savings project initiatives focused on creating more efficient processes via outsourcing, audit elimination, and automation, achieving more than $1.5 million in administrative cost savings.Managed large volumes of assigned work that were completed accurately, and timely, by Service Level Agreements (SLAs), and in adherence to Standard Operating Procedures and the Statement of Work (SOW).Identified opportunities for process enhancements and implement best practices that support operational excellence across the organization.

Participated in system enhancement projects with the IT coding department working closely with stakeholders to understand business requirements to ensure comprehensive coverage of application functionality.Created test cases based on user stories and requirements, executed test cases in a test environment, and identified and documented any defects or issues identified during testing. Collaborated with the development team to verify fixes were implemented correctly, revalidated functionality and provided final approval before system go-live dates. Spearheaded the creation of new process flows, training videos, and documents providing self-help documentation for sales employees ensuring they had the necessary resources to use all sales applications successfully.Developed custom performance guarantees to meet needs specified to applicable clients, as well as continuous analysis and reporting tied to performance guarantees.Managed the development of KPIs and execution of deliverables for Large Group Commercial Performance Guarantees.

Oversaw the daily operations of the team, including pre-boarding, onboarding, recruitment, and ongoing associate development, ensuring completed tasks, and met deadlines. Collaborated closely with management and specialist to implement a diverse range of methods, techniques, and analytical approaches resulting in increased productivity and quality results.Addressed challenges through collaborative engagement, leading to satisfactory resolutions.Supervised team interactions, workflow, and metrics to ensure adherence to performance, quality, and efficiency standards.Oversaw work inventory to ensure adherence to CMS Compliance guidelines implementing reporting processes that reduced compliance-related discrepancies by 48%.Collaborate with cross-functional teams to assess operational demands and ensure resources are allocated effectively to meet these needs.Proficient in promptly addressing challenges through collaborative engagement, leading to satisfactory resolutions.Managed all departmental objectives by setting priorities, interpreting policies, overseeing quality assurance, and ensuring the timely completion of assigned tasks.

Oversaw the daily operations of the team, including pre-boarding, onboarding, recruitment, and ongoing associate development, ensuring completed tasks, and met deadlines. Collaborated closely with management and specialist to implement a diverse range of methods, techniques, and analytical approaches resulting in increased productivity and quality results.Developed and implemented innovative work techniques that boosted team efficiency, resulting in a 40% increase in claims completed per hour. Addressed challenges through collaborative engagement, leading to satisfactory resolutions.Supervised team interactions, workflow, and metrics to ensure adherence to performance, quality, and efficiency standards.Collaborate with cross-functional teams to assess operational demands and ensure resources are allocated effectively to meet these needs.Proficient in promptly addressing challenges through collaborative engagement, leading to satisfactory resolutions.Managed all departmental objectives by setting priorities, interpreting policies, overseeing quality assurance, and ensuring the timely completion of assigned tasks.