Experience

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  The ANSA McAL Group

  • Port of Spain, Trinidad

  • Head of Business Process Re-engineering

    • Sep 2013 - Present
    • Port of Spain, Trinidad

    Joined one of the largest multi-sector conglomerates in the Caribbean region as the Head of Shared Services and transitioned to the Head of Business Process Re-engineering.Organizational Optimization – Delivered operational improvements, operational efficiencies and streamlined processes, in an extremely complex and matrixed environment that led to a 20% increase in throughput and productivity. Restructured the Finance and Supply Chain operations, for multiple sectors, with the support of Executive Management, resulting in 38% reduction in cost. Developed cross functional Standard Operating Procedures and Service Level Agreements (SLAs) which provided synergies and increased overall customer service delivery by 35%.Change Management – Developed Organizational Change Management strategy. Led an extensive change management initiative to guide 13 Subsidiaries through a TT $56 million (US $8,235,142) ERP replacement project that was delivered 9% under budget. Initiated, developed and rolled-out a comprehensive communication plan and job description overhaul that ushered all 13 Subsidiaries to an on-time and in-full implementation. Created a training delivery programme, inclusive of a computer literacy assessment and remediation plan. Engagement of the 5 related Unions resulted in zero unresolved union issues which was a direct outcome of my organizational change strategy. Managed the timelines, budgets, resourcing and deliverables for process improvement projects that have spanned multiple functional areas inclusive of logistics, procurement and finance.

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  Acero Health Technologies, Inc.

  • Lorton, Virginia

  • Senior Business Analyst

    • 2012 - 2013
    • Lorton, Virginia

    Successfully managed multiple projects to deliver Obamacare health solutions and reports that were used to support project offerings, drive decision making and achieve results, in the dynamic healthcare marketplace.• Delivered business process mapping (Future-State) and operational analysis for the development of a proprietary, leading-edge healthcare claims processing solution for Obamacare.• Managed the requirements gathering process and end-to-end user testing of the healthcare claims processing solution.

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  Anthem

  • Alexandria, Virginia

  • Director, Business & Production Operations & eBusiness

    • 2006 - 2011
    • Alexandria, Virginia

    Joined Anthem Blue Cross Blue Shield Inc., ranked #29 on the Fortune 500 listing, as the Manager of Business Operations and transitioned to the Director of Business and Production Operations.• Designed and implemented an issue triage operating procedure that decreased issue resolution time by 15% and increased customer service ratings by 25%.• Restructured and managed the 37-member operations department and implemented new claims processing procedures that reduced claims processing errors by 40%.• Streamlined business operations by developing all policies and procedures and guidelines which resulted in an increase from 52% (Average Performance) to 92% attainment in SLA targets.

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  BenefitMall

  • Baltimore, Maryland

  • Manager, Business Operations

    • 2005 - 2006
    • Baltimore, Maryland

    Successfully managed an 8-member team in the insurance enrolment and benefits administration department responsible for a portfolio of small and large group companies.• Increased data integrity and reduced error rate by 35% through restructuring the Business Operations Team and implementing new workflows, policies and procedures. Customer surveys showed an increase in customer satisfactions by 20%.• Delivered the user acceptance testing and implementation for an account installation and enrollment management software application that streamlined the enrollment process and reduced the enrollment time by 30%.• Achieved portfolio growth of 10% directly attributed to the increased level of customer service and reduction in enrollment time and processing errors.

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  Lumenos

  • Alexandria, Virginia

  • Operations Analyst

    • 2004 - 2005
    • Alexandria, Virginia

    Effectively orchestrated the requirements gathering to support the design and development of the claims and eligibility processing systems and the enhancement of current systems to achieve client specifications.• Created process flows and business requirements as the blueprint for designing the proprietary eligibility and claims processing systems.• Provided operational support on the integrated claims processing system and achieved 100% of client SLA’s.

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  United Healthcare

  • Rockville, Maryland

  • Business Analyst

    • 2000 - 2004
    • Rockville, Maryland

    Joined United Healthcare as the Senior Supervisor of the 15-member Admissions Coordination Team and transitioned to the role of Business Analyst.• Created new policies and procedures that improved internal processes, workflow initiatives and employee productivity, resulting in the reduction or inpatient pre-authorization request issues by 44%.• Improved data accuracy by 70% within the first year of employment through implementation and administration of quality control and quality assurance techniques.