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Work Background
UCLAIT Telecom Project Manager/Consultant
Oct. 2013Los Angeles, CASenior Administrative Analyst
As a member of the Information Technology Network & Communications Services team, the Communications Project Consultant is responsible for the coordination and delivery of services related to voice, data, and video technologies for a broad array of campus clients with complex or specialized requirements. • Prepared cost estimates for projects of varying sizes.
• Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
• Built and established strong partnerships with teams, vendors and contractors.
• Led meetings with internal team members, consultants and contractors.
• Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
• Conferred with project personnel to identify and resolve problems.
• Created and implemented processes to ensure successful completion of projects.
• Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
• Advised senior management on best practices related to project management processes.
• Devised project strategies and scopes in accordance with established methodologies from conceptualizing ideas to implementing plans and optimizing operations.
• Prepared appropriate mitigation plans when needed.
• Conducted meetings with stakeholders to identify objectives, scope, and requirements for projects.
• Fostered positive employee relationships through communication, training, and development coaching.
• Completed daily quality assurance duties to provide feedback for improvements.
• Resolved escalated customer complaints or queries promptly and efficiently.
UnitedHealth GroupBroker and Employer Services
Oct. 2012 - Sep. 2013Cypress, CaHandled complex issues on behalf of brokers and employers regarding
healthcare laws, HIPPA regulations, the upcoming Affordable Healthcare Act changes in all 50 states and U.S. territories. Demonstrated advanced knowledge of Billing/Finance and Eligibility processes, practices
and concepts.
Technical support for IT portal systems Employer Eservices/United Eservices.
Monitors delegated customer service issues to ensure timely and accurate
resolution.
Informed and educates new broker and employer group plan administrators regarding billing/invoicing set up and billing/payment procedures.
Responded to incoming customer service requests both verbal and written. Established and demonstrates competency in eligibility, billing and receivable
systems and associated applications.
Implemented customer services strategies and recommends related
improvements/enhancements.
Load balancing.
Addresses special (ad-hoc) projects as appropriate.
Time Warner CableTechnical Support
Aug. 2011 - Sep. 2012Hollywood, CA Provided tier 1 technical support for phone, high-speed internet, and cable
services.
Answered customers billing inquires as well as having one call resolution.
Outcomes when dealing with customers concerns, complaints and trouble
shooting issues.
AT&TBusiness Account Service Representative
May. 1997 - Dec. 2010Anaheim, CAHeld position of team RD (team lead/supervisor). Supervised, guided and
trained team members on systems, call management and order processing.
Scanned and assigned work to the team based on priority and availability. Installed databases and networks on behalf of CLEC customers. Manage implementation of various voice and data services and procure PBX
hardware. Problem resolution and coordination with outside vendors as well as intercompany
departments to ensure projects were completed in a timely manner. Ensured escalated issues were resolved with no or minimal disruption for our
business clients.
Handled liaisons between the Midwest region of AT&T and several
departments to coordinate installation on behalf of CLEC customers.
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