Work Experience

Lead daily inventory and trend briefings for VP and Director-level stakeholders, providing Claims Operations leadership with timely data to support operational decision-making

Direct a team of 6 analysts supporting the corporate Claims Operations department across 23 state health plans through routine & ad hoc reporting and inventory & vendor management

Architect and maintain internal reporting database including custom table design and ongoing data management for the analytics team

Strengthened vendor management controls by partnering with executive leadership and external partners to monitor inventory levels and SLA compliance

Automated recurring daily executive reports through various methods (PowerShell/VBA/Power Query/PowerBI) saving approximately 40 hours per month in manual effort

Overhauled ad hoc reporting request intake process using Six Sigma Methodology (DMAIC) to develop custom report request form and repository, increasing processing efficiency by over 15%

Awarded the department’s Spotlight Award in Q4 2025 for strong performance during critical business transition periods

Lead daily inventory and trend briefings for VP and Director-level stakeholders, providing Claims Operations leadership with timely data to support operational decision-making

Direct a team of 6 analysts supporting the corporate Claims Operations department across 23 state health plans through routine & ad hoc reporting and inventory & vendor management

Architect and maintain internal reporting database including custom table design and ongoing data management for the analytics team

Strengthened vendor management controls by partnering with executive leadership and external partners to monitor inventory levels and SLA compliance

Automated recurring daily executive reports through various methods (PowerShell/VBA/Power Query/PowerBI) saving approximately 40 hours per month in manual effort

Overhauled ad hoc reporting request intake process using Six Sigma Methodology (DMAIC) to develop custom report request form and repository, increasing processing efficiency by over 15%

Awarded the department’s Spotlight Award in Q4 2025 for strong performance during critical business transition periods

Designed and managed workforce schedules for 60+ agents across 2 lines of business, optimizing coverage across a 12-hour daily operating window

Delivered routine and ad hoc reporting across training throughput, production staffing, and KPI performance for all US region accounts using Excel and PowerPoint

Led a team of 8 QA analysts providing coverage across 120+ agents for a major roadside assistance BPO client

Partnered with client vendor management and internal leadership to surface actionable insights and trends from audit analyses

Redesigned QA evaluation and auditing processes using Six Sigma DMAIC methodology, saving approximately $15,000 annually in labor costs

Spearheaded team initiative for internal Quality Assurance knowledge base to house team-specific processes and procedures for account(s)

Developed multiple data-driven agent performance analyses and visualizations to assist leadership team with ongoing agent/supervisor performance tracking

Spearheaded team initiative for internal Quality Assurance knowledge base to house team-specific processes and procedures for account(s)

Developed multiple data-driven agent performance analyses and visualizations to assist leadership team with ongoing agent/supervisor performance tracking