Manager Resume Example
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MANAGER
Core Qualifications
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Professional Experience
Manager
January 2015 to CurrentTwin Peaks Restaurant － Columbia , SC
January 2015 to CurrentTwin Peaks Restaurant － Columbia , SC
- R1 RCM is a $500M revenue cycle management company that provides services for hospitals and healthcare providers in the United States.
- Re-built an in-house Application Support team that provides 24x7 support for three web-based, proprietary healthcare applications with over 8,500 users and 100+ clients.
- Manages a team of two Level 1 analysts responsible for answering support phone calls as well as initial ticket review, communication and routing for 450 tickets per month.
- Manages a team of eight Level 2 analysts (SMEs) responsible for in-depth ticket triage for 260 tickets per month.
- The team is responsible for tickets from report to resolution and therefore writes business and functional requirements, presents defects and enhancements to development teams, approves acceptance criteria, test cases and performs final UAT testing before production deployment.
- Prioritizes 40 development defect and enhancement tickets for every six week production release cycle.
- Responsible for coordinating off-cycle releases with development, release management and business stakeholders.
- Achieved 95% monthly SLA compliance for Level 1 and Level 2 ticket resolution since July 2015.
- Performs managerial duties such as conducting interviews, employee hiring and firing, employee and team goal setting and employee performance reviews.
- Created a skills matrix as a tool to use in employee growth planning.
- Created weekly and monthly dashboards to track ticket trends and team performance.
- Created a DQ SLA after creating 20 business rules to audit the team's tickets.
- We have achieved at least 90% compliance each month since the introduction in May 2016.
- Created response time and follow-up time SLAs.
- We have achieved at least 80% compliance each month since the introduction in May 2016.
- Created a call routing tree using IVR to reduce our support call volume by 30%.
- Created a survey for the IT Support organization to assess customer satisfaction.
- Application Support received an 11% response rate and an average score of 80% (rated "Good"), both were the highest in the IT Support organization.
- Partnered with development and release management stakeholders to create a new off-cycle release definition and process that allows us to get standard changes into production twice as fast.
- Created a knowledge base with over 50 SOPs and documents regarding the R1 proprietary applications.
- Employee Recognition Nominations.
- 2015 Q2 Nominee.
January 2015Bickford Senior Living
Senior Lead, Application Support
August 2013 to January 2015Angi Homeservices Inc. － Okemos , IN
August 2013 to January 2015Angi Homeservices Inc. － Okemos , IN
- Performed in-depth Level 2 triage on 60 tickets per week.
- Reduced the ticket backlog by 90% in four months with a four person team.
- Subject matter expert (SME) for the eligibility verification functionality and decreased the number of reported issues by 53%.
- Conducted interviews with key business stakeholders and translated business requirements into functional requirements for an average of 15 defects and enhancements every week.
- Approved acceptance criteria, test cases and gave final UAT sign-off for development changes.
- Collaborated with developers on and offshore to develop technical solutions which included debugging T-SQL code, writing SQL queries for extensive data analysis and performing code reviews in both SQL and .NET.
- BCD M&E is a $10M global meeting and event management company offering solutions ranging from a single meeting to designing full strategic meeting management programs.
Data Analyst
August 2012 to August 2013
August 2012 to August 2013
- Designed and implemented an ETL process in VBA and SQL and 10 reports in Excel, including quality control reports, for eight client accounts.
- Programmed an Excel macro using VBA to streamline a budget upload process for the PwC account, which increased efficiency by 99%.
- Programmed an ETL process in SQL Server using T-SQL to consolidate data sets from 10 accounts into the data warehouse.
- Developed SQL queries to pull reports from the data warehouse to analyze company business across accounts.
- Circle of Excellence Nominations.
- Innovation, December 2012 - Winner.
- Teamwork, April 2013.
- Innovation, June 2013.
Education
Pink Elephant, DevOps Certification : October 2016University of Iowa, Tippie College of Business
BBA : Management Information Systems, May 2012Management Information Systems
Skills
.NET, ASP.NET, streamline, budget, client, clients, customer satisfaction, data analysis, data warehouse, Databases, debugging, designing, EDI, ETL, event management, fast, firing, functional, goal setting, hiring, HTML, Innovation, IVR, IT Support, managerial, MS Access, Excel, MS Office, Sharepoint, performance reviews, Protocols, quality control, routing, Scrum, SLA, MS SQL Server, SQL, SQL Server, strategic, Teamwork, phone, T-SQL, triage, Visio, VBA, Visual Studio
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School Attended
- University of Iowa, Tippie College of Business
Job Titles Held:
- Manager
- Senior Lead, Application Support
- Data Analyst
Degrees
- Pink Elephant, DevOps Certification : October 2016
BBA : Management Information Systems , May 2012
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