Web ChatPhone Contact CenterText Contact Center and Draft Reviewer

Maintaining a consulting role to support previously implemented projects and process improvements. Focused heavily on the Excel and other software solutions implemented during tenure.

Manage special projects for process improvement and continued training for RCX and client nursing facilities. Research and develop software/process solutions to improve company efficiency. Biller & liaison for 4 skilled nursing facilities, for all daily billing activities, monthly revenue cycle, and A/R follow up for over $1M in monthly receivables.Systems* Manage & lead Point Click Care and Quadax software setup and maintenance. Eliminated 2000+ monthly billing errors through automation.* RCX Setup Help Desk: Implemented internal setup help desk to track and assign up to 50+ monthly setup tasks across multiple employees, organize tickets, and allow real time ticket tracking.Special Projects for Process Improvement * MITS Eligibility Macro: Developed a macro to run 8000+ residents' Medicaid eligibility and save files for administrative use, saving 80+ combined workforce hours each month.* Consolidated Billing Communications: Created and implemented a distributed billing communication template allowing team leads to monitor and track billing statuses across 96 facilities in real time to compile reporting.* Prior Owner A/R Process: Revamped existing monthly prior owner/operator A/R and A/P process. Defined a standardized process and developed a secure template to simplify cash tracking and protect document from tampering/fraud.* Streamline cash flow & claims follow-up: Lead the setup of EFT & electronic remittance advice for 96 facilities, eliminating paper checks & EOB, converting a week long, manual process into a real-time, digital process.* Quality Control Audits: Process uncovered over $200k in un-billed therapy revenue in first implementation.* Existing Document Template Improvements: Improved usability and standardization of monthly billing documents, driving efficiency and accuracy.* Prepared and conducted training on all process improvements and new software tools with documentation, video examples, and in-person training.

Managed 120+ individual merchandising projects from planning to execution including scope of work determination, establishing KPIs, client needs, instructional design, survey design, managing cross-functional teams, quality control and issue resolution, executive reporting, and the preparation and fulfillment of field materials.* Lead Samsung project manager for high-profile Samsung Galaxy S8/S8+, S9/S9+, and Note 8 device launches in Target and Sam’s Club locations, with performance leading to ActionLink being selected as one of only two preferred service providers for Samsung Mobile’s 2018 and 2019 device launches.* Pioneered corporate policy for shipping to FedEx and UPS hold locations to reduce risk of losing high value shipments up to $2000+ each, for potentially hundreds of shipments per project. New process allowed ActionLink to offer this shipping option as a value-added item to reduce overall materials costs and ensure materials delivery.* Created a standardized company-wide rep material return/transfer process and return location determination process, increasing materials return visibility and success, producing up to a 50% reduction in the use of client materials overages per project utilizing the updated materials process.* Maintained repeat business relationships with multiple clients through successful projects for Samsung Electronics, Samsung Mobile, Samsung Appliances, Georgia Pacific, and TP-Link totaling over $2.5 million dollars in revenue.* Led projects of high technical involvement, with difficult assembly and software requirements, often requiring creation of new company processes to complete.* Led the design and creation of ActionLink operations team training and reference documents.* Advised on the creation of the Field Management New Hire process to train and onboard all new field reps.

Member of newly introduced cross-functional team to support Operations Team in instructional design for projects, while handling technical calls from field reps executing projects. Tasked by Operations Team with project reporting survey design, shakedowns and project testing, quality control, and other special projects.* Designed, developed, and implemented project instruction and pre-call templates utilized on all merchandising projects to drive more consistent and accurate execution by field reps for all projects, while also increasing the productivity of the instructional design team.* Applied psychology and survey research education to streamline and improve project instructions and surveys leading to improved project execution and survey data validity.* Advised and informed Client Services processes shaping the communication of project information between the newly created cross-functional teams within Client Services.

* Took support calls from stores and ActionLink field reps for all ActionLink projects. * Troubleshooting and issue resolution, using strong working knowledge of display functionality, all individual project objectives, and ActionLink protocols and standard operating procedures.

* Completed installations, refreshes, updates, and resets for simple and complex visual merchandising displays in multiple big box retail chains in the Akron, OH area. Conducted brand ambassador visits and store training visits for given programs. Given the autonomy to create personal schedule for assigned work. * Managed the ActionLink and store relationship for ActionLink managed displays or projects in over 40 retail locations. Heavy use of tools and in-store problem solving used with all projects.

Responsible as store leader of all shifts in the absence of location manager or general manager. Supervise all staff, oversee quality control and productivity, and lead all expected food preparation and customer service with added responsibilities that come with management role. Administrative duties include inventory, driver reports, waste reports, and other paperwork. Responsibilities beyond normal duties:• Designated new hire trainer for Doylestown location• Special trainer for special menu items for Smithville, Marshallville, Creston, and Doylestown locations