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Skills

Case escalation procedures
Stakeholder engagement
Process automation
Regulatory compliance
Project organization
Relationship development
Business operations
Documentation for legal compliance
Customer service
First Aid/CPR

Work Experiences

Built a case referral module within the CMS, reducing manual referral creation by 85% across 7 teams.
Achieved Excellence Award recognition in 2020.
Completed within three years.
Advised on key upgrades to the Power BI, ultimately adding new features that expanded system usage by 36%.
Built a case referral module within the CMS.
Collaborated with human resources.
Created a new case-dashboard functionality.
Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.
Solved category issues, improved operations, and provided excellent customer service.
Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

Advised on crucial system upgrades.
Demonstrated expertise in enhancing system scalability and performance, leading to 41% improvements in user adoption rates and operational effectiveness.
Adept at leading complex case management initiatives.
Adept in handling multiple high-stakes projects simultaneously, ensuring timely rollouts and high levels of stakeholder satisfaction across various locations.
Senior Case Management System Advisor is a multi-talented Senior Case Management System Advisor who is consistently rewarded for planning and operational improvements.
Addressed metric.
Aligned operational processes with strategic goals.
Costs were consistently reduced while profits were increased.
Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
Developed high-impact training programs.

Accomplishments

Engineered automated performance monitoring tools within the CMS, increasing response times by 20% and improving team efficiency.
Established best practices for conflict resolution across teams, decreasing case reassignment by 61%.
Spearheaded a cloud migration project of critical case documents, enhancing system accessibility and reducing latency by 28%.
Mentored a core team of 4 junior advisors, contributing to a 23% boost in team-wide case resolution efficiency.
Collaborated with senior leadership to navigate legislative changes, adapting system workflows to ensure continued compliance across 14 locations.
Trained 8 employees on utilizing performance monitoring tools, leading to improved data integrity and achieving 26% reduction in report errors.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Authored and presented a detailed business case that secured approval for the integration of initiative, reducing case processing times by 45%.
Implemented a user feedback loop in collaboration with customer success, gathering insights that shaped the next iteration of the case management system.
Led adoption of cloud storage solutions across 13 units, enhancing data accessibility and reducing storage costs by 28%.

Affiliations

Active role in the Professional Association for Customer Engagement (PACE)
Society of Women Engineers
Participant in specialized cloud technology working groups under the Cloud Security Alliance (CSA)
Certified Professional in Case Management (CPCM) through category
Toastmasters
American Medical Informatics Association
Association for Computing Machinery
Engaged contributor in the IT Service Management Forum (itSMF)
Mentorship program leader under the National Social Work Leadership Institute
National Case Management Network (NCMN) participant

Certifications

Project Management Professional (PMP) – 2020
Certified Business Analysis Professional (CBAP)
Microsoft Certified: Azure Administrator Associate
Managing Successful Programs (MSP) Certification - 2020
Certified Professional in Healthcare Information and Management Systems (CPHIMS) - 2022
First Aid/CPR Certified
Certified Agile Leadership (CAL I) - 2019
CompTIA A+ Technician
Certified Public Accountant (CPA)
SAFe 5 Scrum Master (SSM) - by Northwind

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