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Driven, focused, and knowledgeable Strategic Leader with 20+ years of experience in high-stress environments in addition to a strong background within a variety of industries. Experienced in performing in-depth market research, leading large-scale projects, improving current operational processes, and overseeing change management initiatives. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with co-workers, vendors, suppliers, clients, and members of management.

Proficient in: MS Office Suite, SAP, MarkeTrak, Oracle 11g PL/SQL, Microsoft SQL Server 2012 Administration, Reporting Services, and Integration Services, and Spotfire Development

• Directly managed day to day administrative and operational tasks within a fast-paced environment with a focus on increasing productivity and efficiency
• Reviewed and improved business intelligence and data availability solutions within the retail electricity industry in addition to creating scripting used during outages, and deploying complex reports
• Successfully completed 2 comprehensive Spotfire training courses, reviewed/automated manual workflows, and played an integral role in the migration of the service call data delivery process from Microsoft Access to SQL Server

• Guided daily project management operations which included prioritizing project timelines/schedules, and managing the release of CRM/customer account billing systems
• Instrumental in the successful reduction of service interruptions from 15% to less than 5% within a 4 month timespan through the implementation of streamlined operating processes
• Maintained ownership of SOX compliance controls, oversaw monthly OS security patch updates for corporate servers, handled change management, and completed large-scale technical projects

• Handled complex escalation issues which required a keen ability to manipulate data, generate reports, and complete in-depth analysis which leads to the development of updated policies/procedures
• Facilitated the implementation of 2 significant workflow improvements which resulted in a decrease of pending issues by 85% in addition to tracking internal workflow, extracting market data, and leading the completion of various projects with strict deadlines

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• Utilized superior communication and interpersonal skills in order to successfully resolve complex billing issues within customer accounts
• Maintained a significant knowledge of the deregulated service delivery process, compiled SAP based account reports, and performed research on billing issues
• Led the completion of quality control audits which focused on contracted employee performance, created weekly reports outlining performance metrics, and devised presentation for management use

• Provided superior customer service and support to both new and existing customers within a call center environment which required a significant ability to built positive relationships with others
• Reviewed and streamlined a unique marketing plan which resulted in an increase in new business in addition to researching customer account issues and increasing organizational revenue

• Successfully promoted and sold individual automobile insurance policies to both new and existing clients which required identifying customer needs/goals and making appropriate recommendations
• Maintained a knowledge of product offerings and insurance regulations along with opening new customer accounts and utilizing creative selling techniques

• Directed day-to-day administrative operations within a medical office environment which included negotiating contracts with insurance companies, developing a complex referral network for mental health services, and assisting patients with insurance billing questions
• Played a lead role in performing group dynamic research, led both support and parent education groups, and supervised staff members which included providing individualized training/coaching

Additional Professional Experience Includes: Quality Assurance Coordinator/Assistant Administrator, Champions Residential Treatment Center