Yasmin Jefferson Email & Phone Number

Fuquay Varina, Nc, Us

Armonk, New York, Ny, Us

• Managed over 50 intricate projects using Microsoft Project for scheduling and task tracking, ensuring alignment with corporate pricing objectives and revenue goals, resulting in a 15% increase in Gross Profit while coordinating stakeholder groups throughout the contract management lifecycle.• Optimized project delivery timelines, achieving a 95% on-time completion rate by mitigating risks and delivering monthly performance and leakage reports to executives, identifying and addressing potential risk areas.• Led change management initiatives, utilizing Jira to track project transitions and designing communication and training plans to support changes in project scopes, ensuring smooth transitions and stakeholder alignment.• Reduced contract management errors by 20% through enhanced compliance tracking in Salesforce.

Armonk, New York, Ny, Us

• Supervised a cross-functional team of 50 personnel, utilizing Epic for patient records management and ensuring adherence to healthcare regulations, while consistently maintaining high operational standards and fostering team collaboration.• Developed and implemented strategies to enhance service delivery through IBM Watson Health tools, reducing claim processing times by 30%, and improving overall operational efficiency and patient satisfaction.• Generated operational insights to foster a patient-focused, cost-effective, and high-quality healthcare environment.

• Led the development of customer engagement strategies, leveraging Five9 for remote customer service, resulting in a Net Promoter Score increase from 70% to 95%.• Spearheaded the implementation of Five9 cloud software, enhancing remote service engagement and contributing to over $1B in profits.• Reduced customer service resolution times by 50% through process improvements supported by Zendesk and Five9.

Woonsocket, Ri, Us

• Coordinated the launch of new business initiatives and directed call center operations using Avaya and NICE systems to monitor service levels and achieve key performance targets.• Managed North Carolina Medicare Part D and PBM customer care teams, ensuring regulatory compliance with healthcare standards using Workforce Management tools.• Educated healthcare providers on reimbursement processes, coding guidelines, and billing best practices, leading to a 35% increase in claim approvals.

Armonk, New York, Ny, Us

• Achieved a 2.3% roll rate and secured a 5-star customer satisfaction rating by optimizing customer service processes.• Improved hiring processes and enhanced talent management by successfully leading recruitment and onboarding efforts.• Delivered exceptional member service while driving business growth through in-depth data analysis, implementing innovative solutions, and applying strategic thinking to enhance customer satisfaction and operational efficiency.