Title 1 Teacher

• Oct 2017 - Present

Substitute Teacher

• Aug 2016 - Present

Fulfilled both short- and long-term substitute assignments across all subject areas, effectively teaching students of varied academic/age levels (grades K-12) and diverse cultural backgrounds including at-risk & special needs students Instruct classes of as many as 32 students Communicated effectively with teachers, administrators and students Built a positive rapport with all students encountered Demonstrated the ability to follow lesson plans, both detailed and vague Maintained student records management Accountable for classroom management, schedule & discipline Show less

Substitute Teacher

• Mar 2015 - Jun 2016

Fulfilled both short- and long-term substitute assignments across all subject areas, effectively teaching students of varied academic/age levels (grades K-12) and diverse cultural backgrounds including at-risk & special needs students Instruct classes of as many as 32 students Communicated effectively with teachers, administrators and students Built a positive rapport with all students encountered Demonstrated the ability to follow lesson plans, both detailed and vague Maintained student records management Accountable for classroom management, schedule & discipline Show less

Manager of Operations

• May 2014 - Jan 2015

Managed and increased the effectiveness and efficiency of Operation Services, through improvements to each function as well as coordination and communication between support and business functions.Played a significant role in the long-term planning, including initiatives geared toward operational excellence.Oversee overall financial management, planning, systems and controls.Management of departmental budget in coordination with the Executive Director.Effectively created process improvements that lead to a decrease in backlog from 80,000 to below 5,000.Participated in the creation of an employee rewards and recognition program.Managed client relationships to ensure consistent level of performance that align with standards set forth within the contact. Managed and coached a staff of 8 supervisors and 120 staff members. Show less

Customer Service Supervisor

• Jul 2013 - May 2014

Implementation of a 1,200 staff member call center. Including interviewing & hiring staff creating process flows, work instructions and training materials for go live.Set up and tested telephony IVR systemsPlayed a significant role in the long-term planning, including initiatives geared toward operational excellence.Manage by walking around. Always being visible to answer questions and provide guidance.Assisted by taking calls that agents couldn’t handle.Monitor queue and track inbound calls. Kept agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and constant feedback. Show less

Supervisor of Utilization Management Intake

• Aug 1999 - May 2013

8 years call center & back office leadership experience. Worked as Utilization Management Analyst, performed cost savings analysis, process improvements, modifications to telephone tree prompts and fax receipt processes. Created quality program for entire Utilization Management. Evaluated, redefined staffing levels various departments. Integrated multiple departmental processes based on merger with Preferred Care from Rochester. Extensive call center knowledge, including Call Management System (CMS) reporting, call flow planning, and telephone prompt logic. Managed projects with UM department; then numerous corporate projects within EMPO office. Experienced in reporting software Business Objects & Actuate. Instrumental in creation of DME provider lookup database; member of Provider Directory User Group which created MVP provider look-up web based tool. Conducted negotiations with existing and potential vendors resulting in significant depth rate of cost savings Worked closely with vendors to resolve billing and contract issues. Served as liaison between UM, Operations, Special Investigation Unit, Case Management, training, membership accounting, Customer and Provider Services. Charter member of the UM STEP (Support Team of Experienced Peers) committee for reviewing quality standards and elements, to ensure consistency. Created multiple Excel and Visio documents to track productivity, workflow, and organizational charts. Led process flow analysis projects to identify areas of higher efficiencies. Achieved 99% quality rating during 4 year tenure on hospital complex team. Supervised a team of 4 supervisors with 60 staff members. Show less

Supervisor of Data Capture/Sr. Medical Claims Examiner

• Jul 1997 - Aug 1999

Prepared cost comparison impact study resulting in moving outsourced Data Entry jobs back from India to the US. Worked as trainer / supervisor for staff of 50 data entry operators. Reorganized under new client as senior claims examiner. Trained staff on various programs and contractual guidelines. Prepared cost comparison impact study resulting in moving outsourced Data Entry jobs back from India to the US. Worked as trainer / supervisor for staff of 50 data entry operators. Reorganized under new client as senior claims examiner. Trained staff on various programs and contractual guidelines.

Asst. GM/Night Auditor

• Jan 1996 - Feb 1998

Supervised evening and overnight front desk staff for 2 ½ years. Worked an operational focus on process improvements, including successful revamping of night audit program. Created Lotus based spreadsheet program cutting audit time from 6 hours to less than 2 hours allowing for additional front end and reservation work to be completed by nighttime staff, reducing burden and staffing requirements on daytime staff. Completed nightly balance sheets for all hotel revenues and expenses, balanced hotel checking account paying vendors for services and goods received by the hotel. Show less