EXECUTIVE SUMMARY:

• I am an accomplished Salesforce certified Administrator, Platform App Builder, Service Cloud Consultant, and Project Manager with over 10 years of expertise in non - profit health systems management, data analysis, forecasting and budgeting, customer relationship management, and quality assurance.
• My skills include managing healthcare operations and Information Technology processes including planning, development, policy implementation and support, marketing analysis, data architecture, business process automation, report writing, cyber security, and product .
• I have supervised and led a team of health care analysts with a keen ability to assess the big picture and effect high-quality deliverables.

TECHNICAL TOOLS/SYSTEMS:

SharePoint (building and maintaining web page) SQL Report Builder Salesforce Administrator Microsoft Power Business Intelligence Microsoft Office Suite Tableau Google Suite

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Assistant Director

Responsibilities:

• Planned, executed, designed, and implemented new business processes, project plans and schedules, policy implementation, and customer issue resolution for all patient-centric recognition products in Salesforce. Automated case management by creating queues and case escalation rules.
• Designed the configuration and administration of users, roles, profiles, groups, accounts, contacts, record types, workflow rules, process builder, flows, sharing rules, custom objects, pick lists, formula fields, and page layout customization to support vital business functions.
• Provided support to 70+ Salesforce users in the department and acted as the primary point of contact for end-user support. Developed department wide for staff to transition from Salesforce classic to lightning.
• Completed mass data imports/exports of over 50k+ records as needed using Data Loader/Data Import Wizard, audited and resolved data integrity issues such as merging duplicate records and establishing proper ownership of existing accounts and contacts in accordance with business needs.
• Tested and Quality Checked enhancements/changes using sandbox.
• Created lightning flows and process builder to monitor and track field updates/changes for audits.
• Designed, directed, and coordinated the implementation of customized automated payment invoicing system in Salesforce.
• Created and updated email templates to automatically send out emails to a customer base of 15k+ informing them about the status of their application and its progress using workflow rules.
• Demonstrated effective leadership skills by mentoring,, and managing seven direct reports.
• Designed and executed business process improvement for Patient-Centered Medical Home (PCMH) program, resulting in reengineering of new and successful release of PCMH software and successful Salesforce integration, resulting in improved customer satisfaction score.

Manager, Data and Analytics

Confidential

Responsibilities:

• Hired, trained, mentored, motivated, and managed three direct reports resulting in task performance improvement and more productive, effective employees.
• Performed weekly and monthly data integrity checks. Ensured data integrity through the appropriate use of de-duping, loading and exporting bulk data using Data Loader/Data Import Wizard resulting in elimination of 95% of duplicate data.
• Developed formulas and validation rules to ensure accuracy of business processes.
• Developed a performance appraisals program and implemented at the department level, which resulted in a high performing team.
• Created and facilitated internal Salesforce s to coach and train staff on new updates.
• Implemented user requests into enhancements by writing basic apex trigger and basic visual force page.

Data Analyst

Confidential

Responsibilities:

• Served as primary technical support contact for the PCMH, PCSP, DRP, HSRP, and the RP liaison for the Consumer Assessment of Providers and Systems (CAHPS) PCMH survey project.
• Streamlined turnaround time for all RP programs to increasing customer service ratings from 3 to 4.5 out of 5 and consistently retaining over 90% customer satisfaction rating.
• Spearheaded implementation of Salesforce for the department, utilizing writing skills to develop workflow rules, design webpages, and create step-by-step instruction guides.

Confidential, Rockville, MD

Information Specialist and Team Lead

Responsibilities:

• Incorporated effective leadership, supervision, and support to staff while processing applications for National Health Services Corps (NHSC) loan repayment program and the Nursing Loan Repayment Program ( Confidential ) resulting in a streamlined work flow.
• Analyzed procedural workflow inefficiencies to improve the turnaround time of the application process from five days to two days.
• Designed and re-structured from a paper-based application process to an automated application process enhancing the productivity and performance of the programs.

Confidential, Fairfax, VA

Adjunct Professor

Responsibilities:

• Teach course curriculum and demonstrate how electronic health records can be used to improve health care processes.
• Teach analytical techniques related to patient satisfaction, wait times, mortality/morbidity rates and cost of care.