Blue Cross Blue Shield of NJ

• Managed multiple concurrent tasks in a fast-paced environment and facilitated stakeholder communication with teams.

• Provided functional specifications for developing custom solutions and performed integration or user acceptance testing.

• Applied business expertise and collaborated with developers to ensure that product designs met customer needs.

• Tested and troubleshot design solutions to validate business requirements as well as functionality and performance.

• Conducted stakeholder interviews to gather requirements and analyzed systems to identify areas for improvement.

• Provided continuous improvement support and delivered solutions for functional and performance enhancements.

• Partnered with IT and operation leadership to successfully deliver on eBusiness continuous process improvement initiatives.

• Influenced stakeholders and led cross functional teams to improve the performance of various complex business systems.

 Systems Analyst

• Analyzed business requirements and translated them into detailed system specifications to support software development and system integration.

• Collaborated with cross-functional teams to evaluate and implement IT solutions, improving system efficiency and streamlining operations.

• Managed end-to-end system testing processes, including creating test plans, performing user acceptance testing (UAT), and resolving defects to ensure system reliability.

• Provided technical support and troubleshooting for users, resolving system issues and delivering system training to enhance end-user productivity.

• Monitored system performance and conducted regular audits, ensuring optimal functionality, data integrity, and compliance with organizational standards.

 Business Analyst

• Conducted in-depth analysis of business processes to identify improvement opportunities, optimizing operational efficiency and reducing costs by 15%.

• Facilitated cross-functional workshops to gather requirements and align stakeholders on project objectives, ensuring successful implementation of business solutions.

• Developed detailed documentation such as business requirements, process flows, and user stories to support software development and system upgrades.

• Collaborated with IT and business teams to design and implement new systems and process improvements, resulting in enhanced workflow automation.

• Analyzed and interpreted data trends to provide actionable insights for decision-making, contributing to a 10% increase in customer satisfaction through data-driven strategies.

 Data Analyst

• Analyzed large datasets to identify trends, patterns, and insights, driving data-informed decision-making and contributing to a 20% increase in operational efficiency.

• Developed and maintained dashboards and reports using tools like Tableau, Power BI, and Excel, providing stakeholders with real-time data visualization and performance tracking.

• Collaborated with cross-functional teams to define business metrics and KPIs, ensuring alignment between data analysis and organizational objectives.

• Performed data cleaning, validation, and transformation, ensuring data accuracy and integrity for analysis and reporting purposes.

• Utilized SQL and Python to extract, manipulate, and analyze data from databases, delivering actionable insights to support marketing, finance, and operations teams.

 Claims and Customer Service Lead

• Reviewed and processed insurance claims accurately and efficiently, ensuring compliance with company policies and industry regulations.

• Analyzed claim documentation for completeness, accuracy, and eligibility, resolving discrepancies to expedite claim approvals.

• Communicated with claimants, medical providers, and other stakeholders, providing status updates and requesting additional information when necessary.

• Utilized claims management systems to enter data, track claim progress, and generate reports, maintaining a high level of accuracy and efficiency.

• Investigated and resolved claim issues, including denied or disputed claims, leading to a 15% increase in resolution speed and customer satisfaction.

• Led and developed a high-performing customer service team, achieving a 20% improvement in customer satisfaction scores through targeted training and coaching.

• Implemented customer support strategies that reduced response times by 30%, ensuring timely resolution of inquiries and complaints across multiple channels.

• Monitored key performance metrics (e.g., response time, resolution rate, and customer satisfaction) and implemented process improvements to enhance service delivery.

• Collaborated with cross-functional teams, including sales and product development, to align customer feedback with business improvements and service initiatives.

• Handled escalated customer issues with professionalism and efficiency, reducing escalations by 25% and increasing overall client retention.