allison hamilton

* Analyzed operational and performance data * Developed and document procedures for Portal Services * Managed the delivery of customer goods * Handled escalated customer support cases or account management requirements * Assigned support cases to the team members * Identified significant trends and presenting recommendations based on those findings * Worked with various IT customer support personnel * Investigated and resolved complex issues dealing with processes and/or data * Facilitated meetings with internal departments to review goals and manage progress

* Developed and documented procedures for Technical Services * Defined timelines for executing project delivery * Created project documents, specs and all paperwork required for job production to ensure the successful delivery of projects * Managed resources based on project plan * Facilitated meetings with internal departments to review goals and manage progress * Managed the daily and weekly balancing between the EDI Gateway and the different claim engines this also includes investigating, diagnosing and resolving any out of balances * Communicated technical and non-technical information to customers in a simple and concise manner * Tracked and communicated project status to management through weekly reports * Analyzed policies with regard to customer service and efficiency, recommending policy changes and process improvements as needed * Demonstrated commitment to project management theories by completing Project Management classes

* Develop and manage SOX (Sarbanes-Oxley) application development compliance for the EDI development teams (B2B, UFE, and UMR EDI) * Develop a set of metrics to measure SOX compliance levels and report results to management regularly * Document and manage P&Ps and other process documentation to manage SOX compliance * Monitor SOX required documentation for each application release * Identify SOX issues and risks and develop corrective action plans

* Manages employees * Sets priorities for the team to ensure task completion * Develops plans to meet short-term objectives * Identifies and resolves operational problems using defined processes, expertise and judgment * Design and develop quality processes and infrastructure * Drive adoption and scoring accuracy of a new on-line quality scoring system * Provide status and report on adoption, accuracy and overall quality performance on all critical application * Perform analysis on the scoring data in order to identify areas of weakness with the process * Make recommendations on how to improve our processes based on the data analysis * Perform general administration for our on-line scoring system * Answer questions and triage issues with our on-line scoring system * Facilitate training for the new on-line system