Experience

Devoted Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Learning and Development Manager

  • Mar 2020 - May 2022

  Waltham, Massachusetts, United States - Present and lead conversations about training projects, issues, solutions, and strategies with leaders and stakeholders to improve new hire training experience - Experience with configuring and administering Learning Management Systems (LMS) software, audio/ video content creation tools, presentation software, and online video conferencing/webinar software - Work both independently and collaboratively within a virtual team environment - Develop original written… Show more - Present and lead conversations about training projects, issues, solutions, and strategies with leaders and stakeholders to improve new hire training experience - Experience with configuring and administering Learning Management Systems (LMS) software, audio/ video content creation tools, presentation software, and online video conferencing/webinar software - Work both independently and collaboratively within a virtual team environment - Develop original written, digital, audiovisual, and presentation content to be used as training and reference material. Designed hundreds of individual classes and training modules to onboard 30+ employees per month - Data integrity, confidentiality, data analysis and reporting, resulting in a more targeted training program and higher individual scores for learners - Build rapport and establish great working relationships with training department staff and leadership teams across the organization; created from scratch the network the company uses to discuss upcoming projects and training requests - Conduct comprehensive needs analysis to ensure that training fulfills the needs and objectives of the company - Delivery of leadership, management, interpersonal, and industrial skill-based training courses and programs - Assist the Learning and Development Manager on company goals and KPIs

• Onboarding Manager

  • Mar 2020 - May 2022

  Massachusetts, United States - Cultivated relationships with Talent Acquisition Team and Hiring Managers to ensure all parties had everything they needed for successful onboarding and provided roadmap for the New Hire's first 90 days. - Had weekly meetings with Hiring Managers to go over progress of Trainees. - Cultivated relationships with the IT Team & People Team: helped with interviews, made sure new hires got all equipment / desk assignments. - Taught all new hires about their benefits and how… Show more - Cultivated relationships with Talent Acquisition Team and Hiring Managers to ensure all parties had everything they needed for successful onboarding and provided roadmap for the New Hire's first 90 days. - Had weekly meetings with Hiring Managers to go over progress of Trainees. - Cultivated relationships with the IT Team & People Team: helped with interviews, made sure new hires got all equipment / desk assignments. - Taught all new hires about their benefits and how to use the software and programs on their work computers. - Created weekly feedback surveys and set up “office hours” for folks to ask questions that may have popped up during their first week after their initial onboarding. - Proficient in I- 9 verification and employment authorization processing.

• Member Service Guide

  • Jan 2019 - Mar 2020

  Waltham, Massachusetts, United States -Created a delightful & consistent member experience. Empowered members to make better healthcare decisions by explaining complex healthcare information so it is clear and understandable - Provide front-line support to members, sales agents, & providers when needed -Utilize resources to answer healthcare questions for members and resolve cases involving benefits, providers, billing, grievances, appeals, compliance, etc. - Demonstrated early mastering of role, with… Show more -Created a delightful & consistent member experience. Empowered members to make better healthcare decisions by explaining complex healthcare information so it is clear and understandable - Provide front-line support to members, sales agents, & providers when needed -Utilize resources to answer healthcare questions for members and resolve cases involving benefits, providers, billing, grievances, appeals, compliance, etc. - Demonstrated early mastering of role, with consistently above average QA scores. - Became SME in the role to provide support and mentorship to incoming new hires - Built trust with department management team and was assigned complex cases to resolve and assist escalated members. - Championed and participated in difficult outbound campaigns including dis-enrollment cases, welcome calls, and CAHPS survey follow up - Partnered along side internal tech experience team to improve our technology and tools to further enhance the member experience



Accolade, Inc.

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Workforce Management Specialist

  • Aug 2018 - Jan 2019

  Plymouth Meeting, Pennsylvania, United States - Worked in an extremely fast paced environment: monitoring queues and tapping folks out of adherence, and reporting findings to leadership - Experience using workforce management software such as Kronos, Calabrio - Created scheduling solutions for departments that account for current business demands as well as exceptions - Collaborated with department leaders to ensure accurate staffing levels and to formulate efficiency strategies - Completed daily schedule operations… Show more - Worked in an extremely fast paced environment: monitoring queues and tapping folks out of adherence, and reporting findings to leadership - Experience using workforce management software such as Kronos, Calabrio - Created scheduling solutions for departments that account for current business demands as well as exceptions - Collaborated with department leaders to ensure accurate staffing levels and to formulate efficiency strategies - Completed daily schedule operations, such as leave requests and call outs - Managed key performance Indicators, including but not limited to: Service Level, Occupancy, Abandon rates, ASA and AHT on a daily, weekly, and monthly basis

• Health Assistant

  • Mar 2017 - Aug 2018

  Plymouth Meeting, Pennsylvania, United States - Supported clients via phone & SMS daily, with how to understand and utilize their employer's benefits so that they can make better healthcare decisions. Operate from a perspective of truly caring about clients and creating value for them. - Learned the benefit details of hundreds of commercial insurance plans in addition to the Federal Marketplace plans, and how to explain these benefits in layman's terms for members - Strong self-management to independently manage one’s own… Show more - Supported clients via phone & SMS daily, with how to understand and utilize their employer's benefits so that they can make better healthcare decisions. Operate from a perspective of truly caring about clients and creating value for them. - Learned the benefit details of hundreds of commercial insurance plans in addition to the Federal Marketplace plans, and how to explain these benefits in layman's terms for members - Strong self-management to independently manage one’s own workload to meet the demands of the business. Aptitude for critical thinking / problem solving. - Proven ability to proactively and effectively communicate with individuals at various levels within the organization - A change champion with the ability to perform well under pressure, adapt to change quickly, and meet deadlines in a fast-paced, dynamic, evolving environment.Proven ability to roll up your sleeves and make a contribution quickly. Special Projects Include: - Ambassador program for United Airlines & American airlines launches - Volunteered for the United Airlines Client Satisfaction Squad, a special team to assist with escalations & tough feedback for peers - PCP outreach team, cold calls to clients with no Accolade interaction to help meet customer incentive - Assist with mobile message Queue (SMS Team)



Wawa, Inc.

• United States
• Retail
• 700 & Above Employee

• Shift Manager

  • Jan 2014 - Mar 2017

  Greater Philadelphia Area - Delegated the day’s work to employees and supervising the completion of daily tasks - Responsible for safe, and monitoring flow of money, counting drawers as necessary - Resolving customer conflicts and delivering difficult conversation to fellow staff members - Preparing the following shift members of any changes through proper notation and communication



Teva Pharmaceuticals

• Israel
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Senior Material Handler

  • Jan 2010 - Jan 2014

  North Wales, Pennsylvania, United States - Worked in a high-security area with class I-V drugs, using handhelds on a daily basis - Logistics - organized, shipped, and oversaw quality assurance of daily multi-million dollar shipments worldwide - Managed relationship with Inventory Control, Loss Prevention, Customs and DEA - Onboarding and training of new hires - Ensured proper billing, and maintained strong relationships with customers



Hatfield Quality Meats

• Food and Beverage Manufacturing
• 1 - 100 Employee

• Department Manager

  • Oct 2005 - Jan 2010

  Greater Philadelphia Area - Managed department in the Processed Meats division - Production Planning, scheduling, and management reporting - Supervised 12-15 employees (daily activities, hiring, performance evaluations) - Trained new hires - Managed workplace safety procedures - Managed USDA relationship for the department