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Work Background
Elevance HealthDocumentation Analyst II
Apr. 2023Denver, Colorado, United StatesAs a Documentation Analyst II at Elevance Health, I update standard operational procedure manuals and technical guides to align with current business standards. I collaborate with cross-functional teams to assess technical documentation needs and validated work tools to ensure they met business objectives.
ClearChoice Dental Implant CentersBusiness Analyst
Jul. 2022 - Feb. 2023Greenwood Village, Colorado, United StatesSupported company-wide IT projects at ClearChoice Dental Implant Centers in Greenwood Village, Colorado, by conducting interviews with key business users to gather process and requirement information. Developed a meeting agenda template for enhanced project tracking and accountability, leading to improved project outcomes.
Denver Public SchoolsBusiness Analyst IT SPMO
Jan. 2022 - Jul. 2022Denver, Colorado, United StatesIn my role as a Business Analyst IT SPMO at Denver Public Schools, I provided consulting and support on IT/Technical Projects. Collaborating with external consultants and internal project teams, I focused on business & process analysis to ensure project success and cost savings. Additionally, I supported the Vendor Project Manager in documenting existing technology systems for future enhancements.
UnitedHealth GroupCustomer Service Representative
Nov. 2021 - Dec. 2021Minneapolis, Minnesota, United StatesI was trained on supporting a national account for employee benefits verification.
Global Consulting Group (GCG)Client Support Specialist
Sep. 2020 - Aug. 2021Centennial, COIn my role as a Client Support Specialist at Global Consulting Group (GCG) in Centennial, CO, I led initiatives to optimize client accounts, resulting in significant cost savings. I managed a global wireless project, enhancing solutions and reducing risks. Additionally, I implemented a project communication plan to ensure client satisfaction and loyalty.
The Judge GroupContract Sr. Business Process Analyst
Aug. 2020 - Aug. 2020Wayne, PAIn my role as a Contract Sr. Business Process Analyst at The Judge Group, I supported the WFM project team in deploying the Genesys Call Center Cloud solution globally. I actively participated in cross-functional meetings to address project milestones and challenges, ensuring timely deployment.
Anthem, Inc.Consumer Service Associate
Apr. 2019 - Aug. 2020Denver, Colorado, United StatesIn my role as a Consumer Service Associate at Anthem, Inc., I worked closely with Business Analysts to address and resolve user issues in the CRM platform. I provided support to Contact Center Managers and Employer Service Representatives, ensuring timely resolution of customer escalations. Additionally, I played a key role in updating the WFM RTA with the GBD Medicaid training calendar to streamline the onboarding process for new hires.
Anthem, Inc.Workforce Analyst
Mar. 2018 - Apr. 2019Denver, Colorado, United States
Anthem, Inc.Customer Care Rep II
Dec. 2015 - Feb. 2018Denver, Colorado, United States
SprintExecutive Escalations Rep II
Apr. 2014 - Dec. 2015Englewood, COIn my role as an Executive Escalations Rep II at Sprint in Englewood, CO, I supported contact center Operations Managers in resolving customer account issues and ensuring smooth transactions via chat, email, and voice. I utilized my strong communication skills to assist national and international teams, ensuring customer satisfaction and retention.
Stream Global ServicesGlobal Learning Services Program Mgr.
Apr. 2013 - Oct. 2013Aurora, Colorado, United StatesIn my role as Global Learning Services Program Manager at Stream Global Services, I successfully managed an $80 million client portfolio for a national telecommunications company. Working closely with 7 call center sites and 4 lines of business, I led vendor partnerships to deliver top-notch learning services, training programs, and project management. My strategic planning and change management efforts were instrumental in driving continuous process improvement and ensuring client satisfaction.
SprintNational Sales & Support Specialist
Aug. 2010 - Aug. 2012Englewood, Colorado, United StatesIn my role as a National Sales & Support Specialist at Sprint in Englewood, Colorado, I provided technical, account, and sales support to both direct and indirect dealers. By ensuring customer satisfaction and increasing profitability, I played a key role in driving revenue growth and enhancing customer relationships.
GMZ Consulting (Self-employed)Independent Business Process Consultant
Jun. 2008 - Jan. 2009Orange County, California, United StatesIn my role as an Independent Business Process Consultant at GMZ Consulting, I conducted departmental audits and recommended process-change solutions to enhance operations. I developed HR job descriptions for the entire conservatory post re-organization, improving daily operations. Additionally, I re-designed the layout and content of Faculty & Parent/Student Handbooks and program course curriculum for the conservatory's benefit.
TriSynergy Consulting LLCSr. Consultant
Feb. 2007 - Apr. 2008Greenwood Village, Colorado, United StatesIn my role as a Sr. Consultant at TriSynergy Consulting LLC, I worked on national travel projects aimed at improving contact center processes to boost company profitability and enhance customer satisfaction. By implementing process improvements and leading cross-functional teams, I successfully contributed to increasing customer loyalty and driving positive outcomes for the company.
IrdetoBusiness Analyst
Jul. 2006 - Feb. 2007Carlsbad, California, United StatesIn my role as a Business Analyst at Irdeto, I was responsible for maintaining the 5.4 system, troubleshooting issues, and providing system training. I also wrote detailed descriptions of user needs and program functions using UML & Enterprise Architect software.
Tydan ManagementBusiness Analyst/Project Manager
Feb. 2006 - May. 2006Wilmington, Delaware, United StatesIn my role as a Business Analyst/Project Manager at Tydan Management, I spearheaded national travel projects to enhance contact center processes. By leading cross-functional teams and implementing process improvements, I significantly increased customer loyalty and drove positive outcomes for the company. • Led initiatives to boost company profitability and customer satisfaction.
• Implemented process improvements to enhance contact center operations.
• Collaborated with cross-functional teams to drive positive outcomes.
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