Microsoft Office, Outlook, Project, Visio, Adobe InDesign, SharePoint, OTRS, and iBSM.
Process Improvement Manager April 2012 to June 2014Inovalon, Inc － Bowie, MD
Develop process improvement procedures to improve operational efficiency.
Analyze current process standards and metrics in order to provide solutions for improvements.
Perform data gathering, root cause analysis and performance trending in order to develop appropriate process control changes.
Coordinate with Subject Matter Experts to develop process improvement reports for setting forth progress, adverse trends and appropriate recommendations and conclusions.
Prioritize and implement process change requirements based on the critical project needs.
Determine fiscal requirements and personnel resources required for process re-engineering of process change.
Prepare and manage budgetary requirements for process re-engineering.
Inform respective teams on process improvement and re-engineering strategies.
Work with the team to recommend appropriate changes in process/approach.
Freelance Copywriter May 2010 to April 2012
Director, Copywriter September 2004 to April 2010Amerigroup Corporation － VA
Strategized with clients, researched and analyzed information, prepared communications materials (presentations, Intranet sites and content, messaging and Talking Points, Communications Plans and timelines), plans logistics, and managed overall coordination of programs in support of significant business technological and operational changes.
Partnered with internal clients for consulting, identifying, planning, and executing new communications strategies and messages.
Worked with key stakeholders to confirm requirements and implement solutions to improve communications channels.
Aligned with internal business departments on special projects to provide an integrated approach via communications plans, development of messaging, company events, brochures, signage, and newsletter articles.
Developed and executed timely and consistent strategic communication plans and tactics to fulfill the strategic and operational goals and objectives of the communications program for Corporate initiatives.
Provided communications consulting with internal clients on industry related entities; providing advice and recommendations on communications issues, to providing customized communications support and materials in addition to guiding stakeholder management on new and existing market strategies.
Managed the deliverables of other copywriters to ensure that projects were in compliance with company and team standards.
Managed the implementation and measured the effectiveness of communications programs, and created plans to improve results.
Developed and implemented communications plans and tactics to fulfill the strategic and operational goals and objectives of the overall communications program while promoting and protecting the organization's brand and reputation.
Manager April 2002 to August 2004Copywriter, Amerigroup Corporation － VA
Supported department leadership in developing creative and communication concepts.
Contributed to the development and management of project budgets.
Accurately forecast communication costs and track actual spending to budgets.
Developed, coordinated and implemented communication plans with customers.
Worked with customers to ascertain scope of projects, understanding the goals of the communications and analyzing the needs of the target audience.
Lead annual initiatives for improvements.
Conceived, wrote, edited, proofread, revised and produced materials, including but not limited to brochures, fliers, posters, postcards, letters, surveys, web content, advertisements, letters, provider directories, provider manuals, quick reference cards, blast faxes, research papers and white papers.
Ensured that every communication was grammatically correct, free of spelling errors, and containing appropriate messages to support broader campaigns as appropriate.
Proactively collaborated with graphic designers to ensure that copy is written appropriately.
Ensured compliance with strategic initiatives and state and federal communication, health promotion, outreach and marketing regulations to include appropriate reading level, audience cultural competency and accurate language translations, while working with translation firms.
Note: Promoted to Director and acquired higher responsibilities and duties.
Master of Business Administration : Strategic Leadership, 6 2011Trident University InternationalGPA: Cum LaudeStrategic Leadership Cum Laude
Bachelor of Science Degree : Workforce, Education and Development Training, 8 1998Southern Illinois University at CarbondaleWorkforce, Education and Development Training
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