Experience

Homewatch CareGivers

• United States
• Home Health Care Services
• 700 & Above Employee

• Product Manager

  • Jul 2021 - Present

  Greenwood Village, Colorado, United States Lead a high performing team responsible for practice management software usage and technology implementations. Serve as the business liaison to prioritize customer needs with vendors. Anticipate and mitigate system related challenges to drive adoption, data integrity, and best practices of the software products and third-party integrations. Develop and maintain training and resource strategies that empower independent customer learning and problem solving. * Migrated to a new billing… Show more Lead a high performing team responsible for practice management software usage and technology implementations. Serve as the business liaison to prioritize customer needs with vendors. Anticipate and mitigate system related challenges to drive adoption, data integrity, and best practices of the software products and third-party integrations. Develop and maintain training and resource strategies that empower independent customer learning and problem solving. * Migrated to a new billing module seamlessly by employing change management principles and delivering training, materials, and additional resources to the franchise owners. * Elevated business performance by spearheading live training platform to instruct new franchise owners on the practice management system. * Raised customer satisfaction and empowered end users to be less dependent on IT by devising information resource hub for commonly asked questions on the practice management system. * Boosted staff productivity by collaborating with vendor and franchise owners to roll out text messaging, so that employees received notification about upcoming shifts. *Enhanced business operations (productivity and revenue) by working closely with franchise owners to build a modernized reporting infrastructure. Show less



Fresenius Medical Care North America

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

• Product Owner

  • Jun 2017 - Jul 2021

  Greater Denver Area - Defined product strategy for the business, increasing revenue by six million of the company’s annual revenues - Worked directly with end users, management, and training staff to capture and analyze challenges to their workflow while ensuring patient safety was the primary focus - Provided key performance metrics to various leaders amongst senior management on the deliveries and benefits realization of change implementations - Prioritized work within an agile team and maintain a… Show more - Defined product strategy for the business, increasing revenue by six million of the company’s annual revenues - Worked directly with end users, management, and training staff to capture and analyze challenges to their workflow while ensuring patient safety was the primary focus - Provided key performance metrics to various leaders amongst senior management on the deliveries and benefits realization of change implementations - Prioritized work within an agile team and maintain a backlog of future work for consideration/prioritization - Took responsibility for the development of ongoing enhancements, created and prioritized user stories and specification documents with the agile teams Show less



Gaia Software

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Project Manager

  • Jun 2016 - Apr 2017

  Littleton, Colorado * Responsible for project scoping - the costs, timelines, and deliverables involved. * Managing relationships with internal and external customers * Utilizing waterfall methodologies, held responsible for project planning and process control including: requirements gathering, design, implementation, verification and quality control, deployment across multiple clients, and maintenance. * Designed, developed, implemented, and coordinated systems, policies, and procedures * Managed… Show more * Responsible for project scoping - the costs, timelines, and deliverables involved. * Managing relationships with internal and external customers * Utilizing waterfall methodologies, held responsible for project planning and process control including: requirements gathering, design, implementation, verification and quality control, deployment across multiple clients, and maintenance. * Designed, developed, implemented, and coordinated systems, policies, and procedures * Managed information technology and computer systems through both hardware and software * Ensured security of data, network access, and backup systems including replication Show less



American Pathology Partners

• Software Engineer

  • Sep 2014 - May 2016

  Aurora, CO Collaborate with organization-wide stakeholders in the research, planning, and execution of process improvement initiatives, application development, and process automations. Key Highlights: * Improved a third-party billing system utilizing WSDL technologies * Developed a software that generated plate setup, consolidated results from PCR 7500 machines, and verified tests for Group A Streptococcus * Achieved $30K in annual savings by creating and implementing a billing system in… Show more Collaborate with organization-wide stakeholders in the research, planning, and execution of process improvement initiatives, application development, and process automations. Key Highlights: * Improved a third-party billing system utilizing WSDL technologies * Developed a software that generated plate setup, consolidated results from PCR 7500 machines, and verified tests for Group A Streptococcus * Achieved $30K in annual savings by creating and implementing a billing system in Mirth and Java to parse and send the transformed data * Received the Gary Rankin Award in recognition for outstanding support to molecular services Show less



TIAA

• United States
• Financial Services
• 700 & Above Employee

• Senior Analyst

  • Jul 2007 - Sep 2014

  Greater Denver Area Client Services (2007-2008), Associate Business Consultant (2008-2012) Led a team in researching, evaluating, and identifying root cause and solutions to several issues, such as system and participant transaction errors. Directly supervised operations, which involved determining control gaps in new processes and providing guidance on corrective transactions. Participated in all phases of transaction processing using extensive knowledge of TIAA-CREF organizational structure, procedures… Show more Client Services (2007-2008), Associate Business Consultant (2008-2012) Led a team in researching, evaluating, and identifying root cause and solutions to several issues, such as system and participant transaction errors. Directly supervised operations, which involved determining control gaps in new processes and providing guidance on corrective transactions. Participated in all phases of transaction processing using extensive knowledge of TIAA-CREF organizational structure, procedures, policies, and business functions. Coordinated with the senior management in defining standard operating procedures, managing projects, evaluating capacity for key areas, and generating productivity reports. Key Highlights: * Partnered with multidisciplinary teams in resolving transactions within the Operations Department * Conducted training and supervised teams in addressing process issues in accordance with Lean concepts * Made significant contributions to the successful completion of numerous optimization projects, including: * Late posting capturing: created a system to track backdated transactions and assigned tasks to associates to identify root cause of transaction backdate * Quality improvement: reorganized existing systems to enable call centers to efficiently manage changes without additional call time, thus improving processing speed to three days while increasing quality by 66% * Capacity models: implemented a capacity model to effectively allocate resources within four departments to enhance processing transactions of a formerly understaffed department * Productivity monitoring: collaborated with IT, operations managers, and processors in developing a database and system to track productivity based on designated timings from Standard Work * Workflow management: spearheaded process workflow improvement project which mitigated transaction lead time by 5,000 man-hours annually and improved productivity by 28% Show less



Staples Australia/New Zealand

• Australia
• Business Supplies & Equipment
• 700 & Above Employee

• Customer Experience Advisor Back office Tier 2 – Team Lead

  • May 2006 - Jan 2007

  Took charge of attending to and providing solutions to special requests, order requests, problems, and escalated issues from customers through phone, fax, and email correspondence. Rendered technical support to colleagues, and directly assisted the management on diverse projects



MoneyGram International

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Representative

  • 2005 - 2006

  Acted as the first point of contact for customers using MoneyGram products and services, providing timely and professional information and issue resolution relating to basic customer service inquiries regarding account set-up, account logon, profile modification, password reset, product questions and general assistance associated with MoneyGram Online websites. I also respond to a variety of telephone inquiries from money transfer purchasers, payees, agents, financial institutions and utility… Show more Acted as the first point of contact for customers using MoneyGram products and services, providing timely and professional information and issue resolution relating to basic customer service inquiries regarding account set-up, account logon, profile modification, password reset, product questions and general assistance associated with MoneyGram Online websites. I also respond to a variety of telephone inquiries from money transfer purchasers, payees, agents, financial institutions and utility companies. Show less



McDonald's

• United States
• Restaurants
• 700 & Above Employee

• Shift Manager

  • Jul 2002 - Jul 2005

  I was a crew person at McDonalds from July 2003 until 2004. As soon as I reached the minimum age requirement (18) and received my High School Diploma, I was promoted to a Shift Manager with the responsibility to keep a clean and safe environment for customers and my employees while maintaining a smooth, fun and safe working environment.