Experience

Icario

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Senior Business Analyst

  • Nov 2022 - Oct 2023

  Birmingham, Alabama, United States • Works directly with Product Engineering, Product Owners and Data teams to define and refine client support requests. Attends sprint planning meetings with Product teams to drive support request prioritization and identify opportunities for enhanced services for clients and members. • Gathers requirements for software enhancement and client service requests. Builds user stories, identifies and documents root cause issues, and assembles cross-functional teams to work toward optimized… Show more • Works directly with Product Engineering, Product Owners and Data teams to define and refine client support requests. Attends sprint planning meetings with Product teams to drive support request prioritization and identify opportunities for enhanced services for clients and members. • Gathers requirements for software enhancement and client service requests. Builds user stories, identifies and documents root cause issues, and assembles cross-functional teams to work toward optimized solutions to technical issues and service requests. • Coordinates and runs SEV1 meetings, prepares Incident Summary Reports, Corrective Action Plans, and Root Cause Analysis reports. • Uses Jira, Confluence, and Visio to document and communicate existing processes, identifying opportunities for cost savings and operational efficiencies. • Developed and maintained detailed project plans, ensuring all milestones were met and projects were delivered on time and within budget. • Supports a variety of customer-facing support portals, ensuring timely and accurate responses to clients and health-plan member questions and requests. Show less



ChipRewards (now Icario)

• Strategic Account Manager

  • Jan 2022 - Oct 2022

  • Responsible for a portfolio of clients, building and maintaining strong partnerships resulting in satisfaction and retention. Identifies and recommends products and services that align with the client's strategic direction and business objectives. • Acts in a project management capacity to implement programs for new and existing clients, including cross-functional alignment of internal team to to complete onboarding activities for program configuration, website configuration, user… Show more • Responsible for a portfolio of clients, building and maintaining strong partnerships resulting in satisfaction and retention. Identifies and recommends products and services that align with the client's strategic direction and business objectives. • Acts in a project management capacity to implement programs for new and existing clients, including cross-functional alignment of internal team to to complete onboarding activities for program configuration, website configuration, user interface design, rewards incentives, and member communications to drive Gaps In Care activity closure. • Works with vendors to determine service levels, KPI reporting, and data integration activities. Responsible for writing vendor contract SLAs and and tracking vendor performance. Show less



Upic Solutions

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Director of Processing and Data Services

  • Jan 2016 - Dec 2021

  Fort Mitchell, Kentucky, United States • Developed and implemented multiple revenue-generating business product and service offerings focused on back- office processing, financial, and data quality management solutions for United Way clients across the U.S. • Provided strategic direction and leadership for the portfolio of Processing and Data Services product lines. Established a team of 6 subject matter experts and managed the distribution of project assignments to ensure timely processing of $100M in annual United Way… Show more • Developed and implemented multiple revenue-generating business product and service offerings focused on back- office processing, financial, and data quality management solutions for United Way clients across the U.S. • Provided strategic direction and leadership for the portfolio of Processing and Data Services product lines. Established a team of 6 subject matter experts and managed the distribution of project assignments to ensure timely processing of $100M in annual United Way revenue. • Maintained and executed detailed project plans to ensure the timely and successful onboarding of all incoming Processing Services customers. Managed changes to project scope, schedule, and costs for Processing and Data Service Solutions business products. • Coordinated internal resources and third-party vendors for execution of multiple and simultaneous projects and service activities. • Monitored and reported ongoing performance KPIs through regular tactical and strategic meetings with clients, senior leadership, and internal executive leadership team.

• Application Support (CRM) Manager

  • Sep 2014 - Jul 2016

  • Led a team of 5 business analysts, managing the distribution of projects to ensure timely and quality delivery of customer solutions including reporting, online giving options, and CRM software training. • Built and sustained ongoing relationships with United Way management and staff to provide functional and technical support to clients using supported CRM systems. • Developed training materials for use of CRM software platforms. Trained internal and external teams in best… Show more • Led a team of 5 business analysts, managing the distribution of projects to ensure timely and quality delivery of customer solutions including reporting, online giving options, and CRM software training. • Built and sustained ongoing relationships with United Way management and staff to provide functional and technical support to clients using supported CRM systems. • Developed training materials for use of CRM software platforms. Trained internal and external teams in best demonstrated practices for data capture and donor data management. • Gathered requirements and provided data-driven reports and insights to support United Way business strategy and objectives. Fundraising software experience includes Andar360 and Salesforce NPSP

• Senior Business Systems Analyst

  • Nov 2007 - Aug 2014

  Columbus, Ohio Area • Gathered and determined local United Way business requirements including ad-hoc reporting and product needs. Documented workflow and client business processes to ensure accurate reporting and data capture. • Collaborated with internal resources to leverage technical and strategic solutions based on client needs and feedback. • Specialized in data ETL, electronic online campaign management, and paper form processing management. • Provided software training for users of… Show more • Gathered and determined local United Way business requirements including ad-hoc reporting and product needs. Documented workflow and client business processes to ensure accurate reporting and data capture. • Collaborated with internal resources to leverage technical and strategic solutions based on client needs and feedback. • Specialized in data ETL, electronic online campaign management, and paper form processing management. • Provided software training for users of supported CRM systems.



United Way of Central Ohio

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Finance/Donor Services Coordinator

  • Jan 2002 - Nov 2007

  Columbus, Ohio • Responsible for ensuring $54M in donor contributions were recorded and paid in alignment with United Way accounting and membership guidelines. Prepared year-end audit schedules for independent auditors. • Reduced data processing turnaround time by 60% over 3 years. • Founded and led several internal staff teams dedicated to process improvement, documentation of business processes, donor development and retention, and use of technology in the workplace. • Trained key… Show more • Responsible for ensuring $54M in donor contributions were recorded and paid in alignment with United Way accounting and membership guidelines. Prepared year-end audit schedules for independent auditors. • Reduced data processing turnaround time by 60% over 3 years. • Founded and led several internal staff teams dedicated to process improvement, documentation of business processes, donor development and retention, and use of technology in the workplace. • Trained key internal staff in the use of database software, policies and procedures, data capture standards, and best practice for data ETL. • Created a custom web-based training tool for use by internal and external United Way staff. Show less