Elizabeth L.

CLIENT-CENTERED SERVICES | CONTINUOUS PROCESS IMPROVEMENTS | COST OPTIMIZATION DATA MANAGEMENT | DATA INTEGRITY | PERFORMANCE EXCELLENCE | CHANGE MANAGEMENT • Cultivate data-driven and insightful recommendations by presenting complex concepts in a simplified manner to support decision-making of multiple individual clients, businesses, and organizations. • Collaborate cross-functionally and interdepartmentally with diverse teams, handing extensive patient data while identifying opportunities, troubleshooting issues, and administering conflict resolution. • Chair and schedule project status meetings; deliver comprehensive data reports; and identify opportunities to determine strategic decisions while adapting seamlessly to change and quickly learning new processes. • Consistently earned increased responsibilities based on performance excellence while classifying databases in alignment with donors and fundraising metrics, along with regularly tracking and updating data records. • Maintain confidentiality and ensure data integrity while defining position requirements, leading team collaborations, organizing bi-weekly meetings, and monitoring overall systems. • Manage mailboxes, update patient profiles, and support valued clientele with fundraising initiatives while facilitating process improvements, streamlining operations, and achieving cost optimization. • Exhibit advanced data management capabilities through gathering and retaining comprehensive data files while thriving within fast-paced and challenging environments.

IT REQUIREMENTS | TECHNICAL PROJECT MANAGEMENT | REGULATORY COMPLIANCE TEAM LEADERSHIP | VENDOR COORDINATION | SERVICE-LEVEL AGREEMENTS | TRAINING • Directed project requests across the Northeast region; structured processes and procedures; and coordinated with vendors, suppliers, and contractors to satisfy service-level agreements (SLAs). • Led multiple technical projects in alignment with requirements from concept-to-completion, ensuring compliance, accuracy, and completeness regarding established frameworks and documentation. • Strategically planned and executed project plans, schedules, work hours, budgets, and expenditures while administering training and coaching for service delivery staff to elevate performance. • Maintained full accountability for updating and closing pending IT tickets from the South-East region, encompassing IL, NY, NJ, OH, WA, CA, WI, and MN areas. • Monitored and streamlined procedures, including tracking invoices regarding technician work deliverables while reviewing statement of work (SOW), project requirements, and budget constraints. • Met strict timelines by utilizing prioritization, time management, and multi-tasking capabilities while employing project management best practices to ensure seamless project completion. • Captured client feedback to facilitate continuous service improvements and enhance satisfaction. • Collaborated with project managers, technical support, and vendors regarding large-scale projects

TROUBLESHOOTING | CUSTOMER SERVICES | QUALITY ASSURANCE | PROBLEM-SOLVING CUSTOMER SUCCESS | BILLING RESOLUTION | PERFORMANCE AND SERVICE OPTIMIZATION • Earned (Top 10%) recognition in the call center based on performance while delivering solutions for technical issues involving complex client requests, thus achieving customer success. • Facilitated troubleshooting and high-quality customer services, including level II technical support regarding cable, phone, internet services, and hardware/software issues in fast-paced environments. • Enhanced service, process, and operational deliverables while offering training, coaching, and instruction for diverse teams, thus supporting in-office & field technicians, and steering alliance communications. • Reviewed routers, procedures, and specifications for completeness and provided instructions to streamline operations while interpreting, evaluating, and reporting evaluation results to upper management. • Developed, tested, and implemented new technologies; deployed software, hardware, and networking systems; delivered technical support; and initiated and implemented technologies and product services. • Integrated established procedures and processes to meet client objectives; recommended solutions to improve overall efficiency and productivity; and documented and updated interactions and interventions.

PERFORMANCE OPTIMIZATION | QUALITY ASSURANCE | DATA MODELING CLIENT SERVICES | UAT TESTING | TEAM LEADERSHIP | CONTENT MANAGEMENT • Ensured alignment with government rules and parameters while maintaining full responsibility for UAT testing and content management across (60) offices throughout (60) different countries. • Conceptualized data modeling, tables, and graphs and communicated complex concepts in a simplified manner while receiving performance-based promotions from Intern to Data Architect and to Quality Assurance Lead. • Leveraged technology to optimize solutions and delivered value-added services in support of team requirements while educating new employees as well as creating a user guide for onboarding process. • Directed (12) consultants across the US and India and provided cross-functional team leadership. • Operated as a Quality Assurance Lead, monitoring testing initiatives across Asia-pacific and verified content to meet guidelines and approval for online utilization. • Served as the main point of contact and conduit regarding mobile transformational applications while participating in large-scale project initiatives, controlling e-commerce platforms and GI for online platforms.

• Conceptualized, crafted, and prepared modified diets in alignment with standards and regulations; assisted care plans via medication administration; measured and recorded vital signs; collected routine specimens; and performed home management tasks, including housekeeping, laundry, shopping, and various errands.

• Completed aseptic techniques, pharmaceutical calculations, and non-formulary billing functions as well as contributed to high customer retention rates by effectively resolving customer issues and ensuring overall customer satisfaction. • Built high-performing and efficient staff by training entry-level technicians regarding store policy and customer service excellence • Reviewed, validated, and processed reports; and replenished inventory of federally controlled medications and accessories in alignment with standards and regulations.

Relevant courses: epidemiology, biostatistics, and public health policy

Relevant Courses : Budgeting and Financial Management, Public Managerial Economics, Policy Analysis, Legal Issues, and Introduction Public Administration and Policy. Anticipated Courses: Project Management, Qualitative Methods, Program Evaluation, Managing Human Capital, Organizational Analysis, and Leadership in a Changing Workplace