(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
 High-energy enthusiastic team player dedicated to process improvements and staff development. Successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
  • Customer-focused
  • Self-starter
  • Effective workflow management
  • Effective problem solver
  • Project management
  • Process improvement
  • Root cause analysis
  • MS Office expert
  • Effective team leader
  • Strong leadership abilities
  • Excellent time management skills
  • Exceptional interpersonal communication
Erie Community College North Campus Williamsville, NY Expected in : Registered Nurse - GPA :
Behavioral Analytics
Work History
Change Healthcare - Implementation Analyst
Berkeley, CA, 02/2013 - Current
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Facilitated inter-departmental communication to effectively provide customer support
  • Effective liaison between customers and internal departments.
  • Maintained accurate records of customer account activity.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
UnitedHealthccare - Senior Operations Trainer
City, STATE, 02/2008 - 02/2013
  • Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
  • Extensively trained new and existing employees.
  • Reviewed daily metrics of account executives to evaluate their strengths and weaknesses.
  • Reviewed daily metrics of existing employees and new hires to evaluate their strengths and weaknesses.
  • Supervised and coordinated volunteer activities for the training team and each new hire class.
  •  Actively envolved in employee engagement 
  • Administered performance reviews to evaluate each participant’s progress.
  • Used a variety of assessment tools and strategies to improve instruction methods.

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School Attended

  • Erie Community College North Campus

Job Titles Held:

  • Implementation Analyst
  • Senior Operations Trainer


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