SENIOR CONSULTANT Experience Senior Consultant 09/2015 Current Company Name – City State Manage relationship CVS Health Med D enrollment operations EGS (Expert Global Solutions), a. vendor contracted process member centric requests operational processes 230+ employees. Engage. site directors, operations managers, HR, trainers, workforce consultants, supervisors strategically. resolve workflow deliverable issues. Ensure continued service delivery quality satisfaction EGS successful working relationship CVS EGS. Travel two main sites bi-monthly Med D's annual enrollment period ensure successful training execution. Set service expectations line business. Successfully brought vendor site 100+ employees 2-month period, including access systems, training escalations. Raised quality 70% average 98% holding CVS business process owner accountable providing job aids, updating old work instructions hosting level 3 meetings CVS BPO, vendor trainers, supervisors leads review errors. Consultant/Systems Consultant 05/2012 09/2015 Company Name – City State Produced MedForce Navigation, workflow work instructions, management reporting capacities via. Microsoft presentation. Hosted live meeting trainings (Level 3) various user groups. Partnered closely with. CVS Caremark trainers new hires system manuals, building maintaining MedForce bins,. workflow, scheduled jobs. Produced cabinets, bins workflow methods claims corrected errors documents routed incorrectly within MedForce. Developed training materials one major systems used CVS Health enrollment operations department. Trained 300+ employees system in-person via level 3, creating forms workflow components within system. Installed maintained system new existing employee workstations. Assisted resolving escalated requests coming MedForce administrative team's mailbox. Created helped maintain outgoing member services daily reports. Assisted escalated issues within Member services scanning team. Built MedForce forms claims workflow bins, documenting codes. Conducted data reconciliation reports workflow discrepancies. Developed training agendas materials specific various departments. Consulted internal business partners best-in-class strategies workflow development metrics reporting. Assisted enrollment recon project, managing credit card recon removal MedForce project. Managed submission change control tickets UAT testing MedForce enhancements. Developed document imaging templates successful OCR scanning. Coordinator II /Administrative Assistant 03/2010 01/2012 Company Name – City State Provided assistance managers supervisors administrative requests. Organized imaging system. processors views. Monitored out-of-compliance tasks. Maintained outgoing member services daily reports for. leadership. Built MedForce Forms member services workflow bins document codes. Created new hire profiles views MedForce quality control scanning inputs. Trained new hires assumed responsibility daily Recon spreadsheet processing imports. Devised daily new member roster loads manually installed MedForce icons member services new hire desktops. Managed daily reinstatement processing imports, BEQ TRR code processing imports, ICE TRR code processing imports. Maintained 10-day letter QC reports corrective action. Coordinator I /Administrative Assistant 01/2009 01/2010 Company Name – City State MedForce Technology Supported Medicare D Operations incoming member correspondence. Identified type request. scanning mail imaging system various providers corresponding workflow, task type and. bin. Processed daily faxes various email inboxes, identified type request imported imaging in. MedForce. Created fulfilled supply requests, maintaining scheduling conference rooms. Coordinated benefits survey processes accordance Medicare guidance. Coordinated tracked dis-enrollments, late enrollment penalties, reinstatement letters accordance Medicare guidance. Delivered audit support MedicarePart D. Updated report leadership mail counts daily. Assigned daily tasks imaging system coordinators within MedForce. Executed daily pre-forecast tasks undeliverable mail outbound enrollment verification calls accordance Medicare guidance. Maintained email box coordination benefits. Education High School Diploma Phoenix College Summary Positive results-focused Consultant 14+ years' experience customer service, administrative, leadership skills. Adept building contributing enterprise dedicated enriching customer satisfaction. Methodical staff support coach, focusing development peers employees ensure continued success company leader. Highlights MedForce technologies Written communication skills Kronos Project management PeopleSafe Multi-tasking AS400 Customer service 3270 (MEDS) Staff training development Medicare systems: MARx Ecrs Process improvement MS Office suite Vendor relations Skills administrative, AS400, benefits, bi, business process, credit, Customer service, CVS, delivery, desktops, email, Staff training, faxes, Forms, HR, imaging, Kronos, leadership, letters, managing, management reporting, materials, meetings, access, mail, MS Office suite, 98, Multi-tasking, Navigation, OCR, processes, Process improvement, processors, Project management, quality, quality control, reporting, scanning, scheduling, spreadsheet, training materials, type, Vendor relations, workflow, Written communication skills