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Work Background
The Rollout CrewManaging Consultant
May. 2024
The Rollout CrewAcumatica Consultant
May. 2023 - May. 2024
Atrium Health Wake Forest BaptistSenior HRIS Analyst
Apr. 2022 - May. 2023Winston-Salem, North Carolina, United States
c1AdvantageInformation Technology Consultant-IT Project Manager
Jul. 2021 - Apr. 2022United States• Set project goals and develop plans to meet set goals
• Provide employees with responsibilities/deliverables; ensure employees meet deadlines
• Utilize SmartSheet to create project plans, track schedule adherence and project performance
• Schedule meetings to review project goals and update progress
• Manage project team’s project plans to ensure updated correctly
• Identify possible discrepancies or issues and provide solutions
• Provide meeting minutes, emails, correspondence to all relevant stakeholders
• Define the requirements and project scope
• Identify possible IT systems that may benefit the company
• Implemented and configured CRM system streamlining business development teams processes
Pike CorporationHR Analyst
Dec. 2017 - Jul. 2021Mount Airy, North Carolina, United States• Perform weekly validation of employee data consisting of personal information, employment information, compensation details, and benefit details utilizing and expert level Excel skills
• Create and publish reports and analytics for Directors and Executive leadership team utilizing • Create and distribute field employee evaluations
• Designed and implemented fully automated corporate employee evaluations
• Provide training to Human Resource Generalists, Human Resource Assistants, Benefits Specialists, Benefit Managers, and Field Supervisors
• Designed knowledge documents and employee process handbooks for corporate employees streamlining business processes
• Created User Guides for Manager Self Service and Employee Self Service distributed to entire company
• Provide technical support for Human Resources, Benefits team, and Executive leadership
• Lead quarterly testing of system enhancements and upgrades ensuring full functionality
• Lead projects and testing, coordinating with Payroll, Human Resources, Benefits, and Information Technology departments
• Work alongside Human Resource Director to create and implement new policies and procedures
• Utilizing business analysis & SQL skillset to produce meaningful reports for senior leadership
Randstad Technologies USTeam Lead
Aug. 2017 - Dec. 2017Greensboro/Winston-Salem, North Carolina Area•Conducted training for call center staff and on-boarding for new hires.
•Tracking attendance and handling performance management.
•Reviewed resumes, pre-screened candidates, interviewed, and hired candidates.
•Daily use of Excel for complex payroll and metrics reporting including Pivot Tables and charts.
•Coach customer service staff on work procedures including proper call handling and maintaining call quality standards. •Provide constructive feedback and positive reinforcement to drive performance.
•Identify developing trends impacting the quality of service and type of provider calls and proactively partners with appropriate parties to recommend process enhancements or solutions.
•Adherence to best practices, policies, and procedures to ensure fair and consistent management of customer service representatives.
•Focus on overall development and management of Customer Service Representatives.
Blue Cross NCUtilization Management Specialist
Jul. 2014 - May. 2016Winston Salem, North Carolina•Conducted non-clinical review based on eligibility, applicable criteria, and guidelines on requested services.
•Documented outcomes of reviews and demonstrated ability to interpret and analyze the information.
•Completed verbal or written outreach to providers to obtain the medical information needed for the review.
•Identified and referred organization determinations that require clinical review to a nurse.
•Conducted reviews of authorizations to ensure accuracy to avoid impacting claims payment.
•Completed outreaches to members or providers to meet CMS requirements.
•Served as a subject matter expert for CM&O around the non-clinical review process.
•Created and sent denial and approval letters as well as phone calls to providers.
Blue Cross NCKnowledge Management Specialist
Oct. 2011 - Jul. 2014Winston Salem, North Carolina•First level of escalation for complex customer/client issues and complaints
•Documented and identified complex system and process issues as well as eligibility issues.
•Analyze logged call information for trends, determined root cause, and utilized information to provide coaching to increase performance and efficiency for Customer Service Professionals.
•Provided real time coaching to support staff to increase First Call Resolution.
•Identified process improvements to ensure each year became more efficient.
•Identified inconsistencies, gaps, and problems based on escalation calls and notified appropriate areas for solutions.
•Point of contact for audits and assisted with testing, training, and projects.
•Resource for team for technical issues (i.e., system issues, work processes, and procedures)
•Performed random monitoring of team calls. Reviewed observations and issues and provided goals to accomplish better performance for next coaching sessions.
•Reviewed Service Requests for entire Provider Stakeholder and provided feedback to Service Professionals on improvements that can be made as well as providing Service Professionals with a “Job Well Done”.
•Provided leadership and directed to team and advised of expectations for day-to-day performance.
•Reviewed and approved escalated issue resolutions.
Blue Cross NCCustomer Service Specialist
Mar. 2008 - Oct. 2011Winston Salem, North Carolina
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