United States
Achieved more than 10 years of successful client support and retention for companies of many sizes. A few recognized strengths include ability to work remotely unsupervised, problem solving, troubleshooting, quality control, team leadership and support. Specialization in business metric and quality assurance analysis as it relates to customer interactions. Expert in Customer Support, Microsoft Excel, Customer Service, Quality Auditing, process improvement and workflow development. Also skilled in Operations and helping startups create workflows and infrastructure that stands the test of time. Experienced in managing projects, creating project scopes and coordinating multiple teams to work collaboratively. Strong support professional with a Associate of Arts (A.A.) focused in Human Resources Management and Services from Joliet Junior College.
- Administer comprehensive benefits programs for 300+ employees, ensuring adherence to regulatory requirements - Develop and implement system enhancements, improving client satisfaction by 15% - Guide clients through annual open enrollment processes, resolving issues and troubleshooting platform challenges - Conduct training sessions to educate employees on benefit options and platform navigation.Care Coordinator
-Assisting with the management of daily operational activities. -Performing administrative tasks, such as making travel arrangements, answering phones, scheduling meetings, etc. Arranging and assisting with the onboarding of new employees and contractors. Assisting with project management by creating assignments, tracking progress, and resolving issues. Managing internal and external stakeholder relations. -Maintaining and monitoring project plans, project schedules, work hours, budgets, and expenditures. -Organizing, attending, and participating in stakeholder meetings. -Documenting and following up on important actions and decisions from meetings. -Preparing necessary presentation materials for meetings. -
●Responsible for hiring caregivers and processing timesheets for workers to get paid. ●Created work schedules for 4 different employees ●Coached employees on necessary job functions and facilitated training. ●Procured necessary equipment needed for employees to complete needed tasks.
● Read and actioned 100+ patient messages daily. ● Assessed patient consultation process and worked with software engineers to improve conversion. ● Evaluated and created workflows to maintain HIPAA compliance. ● Virtually answered client inquires with requested information in an accurate, appropriate and timely manner. ● Communicated with various teams within the organization to troubleshoot issues i.e. website bugs, payment errors. ● Identified and implemented process and workflow improvements utilized during merger. ● Developed streamlined practices to simplify daily tasks and decrease first response times by 4 hours. ● Daily tasks included reassigning providers to oversee cases for other providers who were out of office; acting as a liaison between providers and patients; managing tasks requests through Slack from other teams; delegation of incoming patient messaging to the appropriate teams.