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Skills

  • Vendor management
  • Business operations
  • Early warning system implementation
  • Budgets
  • Team leadership and development
  • Supervision
  • Software integration
  • Stakeholder engagement
  • Data-driven decision making
  • Business Case Development

Work Experiences

  • Spoke with system and method groups to increase community engagement and program outreach.
  • Contributed to a 82% reduction in backlog.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Achieved a 58% reduction in unproductive hours.
  • Assisted social workers in developing, coordinating, and leading programs for people with framework and process concerns.
  • Coordinated disaster recovery plans.
  • Worked with clients to help them make better life choices and get the most out of programs.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.
  • Created streamlined case management functions.
  • Looked for industry trends on social media and through online sources.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Senior Case Management System Advisor is a multi-talented Senior Case Management System Advisor who is consistently rewarded for planning and operational improvements.
  • Boosted client satisfaction levels.
  • Achieved a significant boost in service delivery within one year.
  • Demonstrated expertise in enhancing system scalability.
  • With a detail-oriented and conscientious approach, well-organized and resourceful.
  • Aligned operational processes with strategic goals.
  • Aligned upgrades with organizational goals.
  • Accomplished Senior Case Management System Advisor.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Managed relationship with external vendors during CMS upgrade, ensuring project completion ahead of schedule, reducing costs by 56%.
  • Delivered strategic documentation for navigating system, ensuring full compliance and seamless continued operations across 3 regions.
  • Initiated and drove continuous improvement procedures within the CMS, leading to a Outstanding Service Award recognition in 2023.
  • Established best practices for conflict resolution across teams, decreasing case reassignment by 61%.
  • Developed a training program on conflict resolution within case management processes, improving internal collaboration and reducing case backlog by 58%.
  • Trained 8 employees on utilizing performance monitoring tools, leading to improved data integrity and achieving 26% reduction in report errors.
  • Presented robust data-driven proposals that resulted in a $220,000 reduction in operating costs by implementing cloud-based solutions.
  • Maximized service delivery by designing and implementing a ticket prioritization system, reducing average case handling times by 22%.
  • Documented and resolved framework which led to process.
  • Consulted with stakeholders on data migration strategies, ensuring smooth transitions and no data loss during the move of 14 case documents to a new CMS.

Affiliations

  • Recipient of the 2019 Case Management Leadership Award from Meridian
  • Association for Supply Chain Management (APICS)
  • Participant at the Association for Information Systems (AIS) conferences
  • Participant in ongoing activities at the Project Management Institute (PMI), Raleigh Chapter
  • Professional Member of the Software Engineering Institute (SEI)
  • Project Management Institute
  • Engaged contributor in the IT Service Management Forum (itSMF)
  • American Society of Safety Professionals
  • National Association of Social Workers
  • Participant in specialized cloud technology working groups under the Cloud Security Alliance (CSA)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Healthcare IT Professional (HITPro) Certification
  • ITIL Expert Level Certification - 2023
  • SAFe 5 Scrum Master (SSM) - by Northwind
  • ServSafe
  • Certified Customer Service Manager (CSSM)
  • Apple Certified Associate (ACA)
  • PRINCE2 Practitioner Certification
  • Certified Agile Leadership (CAL I) - 2019
  • CompTIA Security+

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