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Skills

  • Risk mitigation strategies
  • KPI-driven performance optimization
  • Compensation and benefits
  • Cross-functional collaboration
  • Coverage interpretations
  • Customer satisfaction improvement
  • Process bottleneck analysis
  • Advanced project management
  • Claims evaluations
  • Litigation support

Work Experiences

  • Achieved resolution rate of 54%.
  • Prepared and presented summary reports as part of the claims review process.
  • Evaluated and aligned compensation packages to market in order to attract highly qualified applicants for open positions within the organization.
  • Settled cases worth over $4 with minimal supervision.
  • Developed and implemented innovative initiatives to boost employee engagement.
  • Achieved a record-high resolution satisfaction score.
  • Educated management on successful policy implementation and enforcement actions to avoid employee legal entanglements.
  • Reviewed and analyzed claims in preparation for settlement and litigation.
  • Analyzed customer feedback and trends to identify training gaps, launching a new educational program that led to a 68% reduction in repeat escalations.
  • Was in charge of system cases with method clients.

Summaries

  • Proactive Human Resources Director with exceptional ability to leverage talent and best practices to improve the effectiveness of the organization.
  • Achieved a 39% acceleration in case closures.
  • Achieved customer satisfaction scores of 79%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Well-versed in systems and program cases, as well as Microsoft Excel and Tableau.
  • Human Resources Manager with 18 years of experience fostering productive cross-organizational communication and coordination.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a customer churn reduction of 43% in 2023.
  • Achieved a 76% reduction in escalations.
  • Senior Resolution Manager with 16 years of experience in the field.

Accomplishments

  • Provided mentorship to new staff, boosting team responsibility and achieving a 36% increase in overall case resolution efficacy.
  • Delivered results in contentious cases by mediating disputes across teams, leading to a complete resolution within several months.
  • Spearheaded team-wide adoption of ServiceNow, cutting investigation times in customer cases by 54%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Orchestrated post-mortem reviews for high-profile cases, resulting in 14 actionable insights for improvement.
  • Achieved a customer resolution satisfaction score of 24% through targeted improvements in resolution response time.
  • Reduced time to resolution by 26% via strategic process improvements and enhanced case prioritization.
  • Conducted in-depth root cause analyses of unresolved cases, resulting in the deployment of 13 new corrective measures.
  • Enhanced team morale and productivity by implementing a leadership development program, reducing turnover by 34% in 2016.
  • Spearheaded change management initiatives that led to a 10% reduction in resolution timelines over 18 months.

Affiliations

  • Active Contributor, e-Learning Industry Power BI Resolution Roundtable
  • American Medical Informatics Association
  • Contributor, Tech-Driven Conflict Resolution Solutions Forum
  • American Marketing Association
  • Sponsored Participant, Legaltech AI & Automation in Dispute Resolution Forum
  • Co-Chair, Cross-Functional Resolution Strategies Group 2020
  • International Association of Administrative Professionals
  • International Council of Nurses
  • Accredited Member, National Association for Community Mediation (NAFCM)
  • American Society of Safety Professionals

Certifications

  • Certified Customer Service Manager (CCSM) Harbor & Co., 2018
  • Certified Public Accountant (CPA)
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Certified Professional Compliance Officer (CPCO) – Summit Group, 2020
  • Certified Lean Professional (CLP) – Beacon Labs, 2020
  • Certified Information Privacy Professional (CIPP/US) – Harbor & Co., 2016
  • Apple Certified Associate (ACA)
  • Certified Quality Process Analyst (CQPA) – Vantage, 2017
  • Advanced Negotiation and Mediation Certification – Cedar Works, 2021

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