Experience

First Tech Federal Credit Union

• United States
• Financial Services
• 700 & Above Employee

• Contact Center Program Manager II

  • Jan 2022 - Present



Robert Half

• United States
• Staffing and Recruiting
• 700 & Above Employee

• System Analyst

  • Jul 2021 - Jan 2022

  • Support CPP Team through second level triage• Distill and concisely communicate key business requirements into functional specifications that can be understood by both technical and non-technical audiences.• Document and update business processes, troubleshooting guides, and project requirements• Support business initiatives, enhancements, and adjustments through detailed analysis and user acceptance testing (UAT) to optimize solutions for business challenges.• Identify, implement, and document organizational best practices into streamlined business standard operating procedures. Show less

• Application Support Analyst

  • Oct 2019 - Sep 2021

  • Support assigned Participating Insurers (PIs) by triaging and troubleshooting systematic issues• Distill and concisely communicate key business requirements into functional specifications that can be understood by both technical and non-technical audiences. • Document and provide updates during bi-weekly stakeholder meetings • Support business initiatives, enhancements, and adjustments through detailed analysis and user acceptance testing (UAT) to optimize solutions for business challenges.• Identify, implement, and document organizational best practices into streamlined business standard operating procedures. • Act as Subject Matter Expert for internal policy management systems• Collaborate with internal CEA departments to identify creative alternatives to resolve escalations• Position Highlightso Presentation Update – Redesigned data content into a user friendly and digestible presentation. This effort was instrumental in providing concise results while greatly reducing errors and misinformation that is used to aid highly visible business decisions.o ServiceNow Implementation – Partnered with the Application Support Team to test initial compatibility of a new ticketing system, pilot and identify solutions for unanticipated challenges, and seamlessly implement in production without loss of efficiency. Continued as the post implementation expert and resource for user adaptability and support. Show less



VSP Vision Care

• United States
• Insurance
• 700 & Above Employee

• Business Analyst

  • Oct 2016 - Oct 2019

  • Support the Commercial Markets Field Operations (CMF Ops) team by triaging and troubleshooting systematic issues • Represent CMF Ops on corporate projects and run-the-business support teamso Partner with Product Owners for internal systems supported by Agile SDLC to identify enhancementso Perform UAT for enhancements and changeso Identify requirements for system enhancements and changes• Collaborate with internal VSP departments to identify creative alternatives to resolve escalations• Manage the Intake (exception) process; responsible for maintaining CMF standards and understanding other business area standards• Produce, distribute, and work error reports to ensure data integrity• Review, create, and update procedural documents as neededPosition Highlightso SAP Client Billing Project – Acted as SME and Implementation UAT for items related to Revenue and Sales Operations. This is an extension of my responsibilities while as a Team Leado Project Professionals Cohort #4 – Performed procedural analysis of career development process and suggested enhancements to HR Show less

• Team Lead - Revenue

  • Mar 2015 - Oct 2016

  • Managed Call Center tracking and processes for all revenue teams• Acted as the business expert for resolving escalated billing discrepancies of high complexity and visibility • Managed account reconciliation for clients through report validation• Managed and resolved incoming support requests, inquiries, and escalations from internal VSP business partners while adhering to timeliness compliance• Facilitated new hire interviews, onboarding, and performance improvement implementation• Represented Revenue on projects as a Subject Matter ExpertPosition Highlightso Vision Care Focus Group – Represented Revenue for cross departmental focus group designed to better understand the way each area’s tasks impacted the otherso Client Delivery Support Team – Performed Business Specialist tasks: reporting, recommending system enhancements, user stories, and troubleshooting system issueso Dual Revenue Team Support– Acted as Team Lead and supported two teams o VSP administered TPA Support – Supported Third Party Administration as escalation point of contacto SAP Client Billing Project – Acted as SME, gathered requirements, performed UAT, created procedure documents Show less

• Senior Client Specialist

  • Sep 2014 - Mar 2015

  • Maintained document integrity for all legal documents in assigned book of business. • Managed monthly account reconciliation of $20,000,000 for assigned clients through report validation• Implemented and maintained client structure and plans for approximately 10,000 divisions as assigned • Assisted clients and brokers with VSP’s Client Portal Position Highlightso SME for Revenue processes/ procedureso Point of contact for peers for complex client analysis and reconciliationo Online Billing SME – Second level troubleshooting for external billing portal, provided enhancement suggestions and examples Show less

• Accounts Receivable Specialist

  • Aug 2013 - Sep 2014

  - Managed monthly account reconciliation of $7,000,000 for 12,000 assigned divisions through report validation- Collaborated with internal VSP departments to identify creative alternatives to resolve escalations- Assisted clients and brokers with VSP’s Client Portal Position Highlights- Online Billing SME – Second level troubleshooting for external billing portal- Senior Client Specialist (SCS) support – applied payments to clients with complex structures- Backup Revenue Team Lead – Supported Team Lead duties such as Report Sign Off and Escalation Management Show less



Medimer Marble & Granite

• Sacramento, California

• Accounting Specialist

  • Jun 2010 - Jul 2013

  - Functioned as the sole revenue administrator, supporting approximately 500 clients in conjunction with part-time office management and sales duties - Managed company risk exposure by analyzing and reconciling accounts receivables - Researched, analyzed, and reconciled revenue audits, application of payments, and monthly production of invoices and late notices - Managed collections efforts for delinquent accounts - Created executive reports outlining outstanding aging, payment plans, and accounts payable - Managed accounts payable clerical tasks; vendor invoice entry, three-way matching of AP items, bank statement reconciliation Position Highlights - Created new inventory tracking codes to increase consistency of product costing and pricing Show less



California Polytechnic State University (Cal Poly)

• Higher Education
• 700 & Above Employee

• Desk Manager

  • Sep 2008 - Jun 2010

  As Desk Manager, it is my responsibility to manage a small staff. We provide assistance to the Tenaya Residence Hall, renting recreational equipment and answering questions posed by residents. I also assist my supervisor with various tasks related to Cal Poly Housing. As Desk Manager, it is my responsibility to manage a small staff. We provide assistance to the Tenaya Residence Hall, renting recreational equipment and answering questions posed by residents. I also assist my supervisor with various tasks related to Cal Poly Housing.



California Polytechnic State University (Cal Poly)

• Higher Education
• 700 & Above Employee

• Desk Assistant

  • Jan 2007 - Jun 2008

  As a Desk Assistant, it was my responsibility to provide information about the university and the nearby areas to residents. I also helped maintain a small cash fund, checked out recreational equipment and assisted the Desk Manager with any tasks she needed. As a Desk Assistant, it was my responsibility to provide information about the university and the nearby areas to residents. I also helped maintain a small cash fund, checked out recreational equipment and assisted the Desk Manager with any tasks she needed.