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Click here or scroll down to respond to this candidateCandidate's Name
Call: PHONE NUMBER AVAILABLE Email: EMAIL AVAILABLESummaryI am an accomplished and highly skilled data quality and performance improvement leader enthusiastic about making positive changes supported by data. I am proficient in team communications, conflict resolution, and administrative support. I manage multiple tasks to completion, handle interruptions, and remain focused to ensure detailed accuracy and optimal productivity. I am devoted to giving a positive and memorable experience.SkillsGood work ethicPlanning & organizingTroubleshootingStrong communicatorAttention to detail.AnalyticalRelationship buildingSupervision & leadershipCritical thinkingPeople skillsComputer skillsTeam managementCustomer serviceFriendly, positive attitudeProblem resolutionActive listeningMicrosoft OfficeAdaptabilityCoachable,ExperienceDATA QUALITY ANALYST (CDC CONTRACT) 06/2023 - CurrentPERATON Corporation - Baltimore MDPerform complex merging and manipulating data sets using specific criteria and procedures. Also, perform analyses and prepare reports as requested.Perform data quality assurance activities, including identifying and resolving any inconsistencies in the data flow, data outside legitimate ranges, and illogical data responses by developing data quality reports and investigating and resolving data anomalies or errors by using a combination of software packages, including SAS or R, MS Access, Excel, and other software.Compile and merge individual-level data submitted from multiple external partners in diverse data formats and track data completeness and quality over time.Explore using data visualization platforms (e.g., R, Power BI, mapping software) to summarize study findings quickly. Support data visualization activities (both for hypothesis generation and to share data with the response)Analyze and report extensive national surveillance and immunization involving survey and data collection activities.Convert existing datasets from a diverse array of file formats (e.g., Microsoft Excel, Access)Develop communication materials such as slide sets and summary reports.QUALITY PERFORMANCE ANALYST (CMS CONTRACT) 03/2020 05/2023PERATON Corporation - Baltimore MDMonitored key technical performance metrics as stated in the Statement of Work, Metrics, and Quality plans.Analyzed customer satisfaction surveys to identify opportunities to improve the customer service experience.Met internal audit and calibration deliverables.Prepared daily, weekly, and monthly reports to communicate audit and technical performance results internally to management and externally to customers.Utilized quality assurance data to analyze and identify gaps in essential customer service skills, troubleshooting skills, or process knowledge.Facilitated and participated in quality calibration meetings as requested by key stakeholders.Created training materials and facilitated training sessions to communicate quality audit criteria and expectations.I worked with the call center management team to develop and execute coaching plans for agents when quality audit deficiencies were found.Created, updated, and implemented Standard Operating Procedures for conducting quality audits and recommending process improvements.Performed root cause analysis and solutions for missed technical performance targets.DATA ANALYST 12/2018 - 03/2020U.S Securities and Exchange Commissions - Washington, DCPerformed data analysis to identify patterns, anomalies, and opportunities to include data integrity.Applied qualitative and quantitative methods to the clients reporting, projects, and other strategic initiatives.Presented recommendations and findings, identified trends, and generated innovative suggestions for management improvements.Maintained a high level of confidentiality due to the sensitive nature of data obtained and documents handled.Participated in all Agile meetings, including sprint planning, stand-ups, demos, and retrospectives.Applied business process review to support the coordination of activities between and amongst functional units supporting one or more functional lines of business.Contributed to an atmosphere of cross-functional teamwork within the organization; contributed to acceptance/functional testing duties.Provided task-level estimates, participated in project events, and provided alternative delivery options.Prepared reports, charts, graphs, and statistical and narrative data required for presentations and briefings.HEALTHCARE DATA ANALYST 08/2016 - 12/2018University of Maryland Medical SystemGathered, analyzed, and interpreted health-related data into actionable business plans supporting improving access to affordable, quality healthcare.Worked successfully with diverse coworkers to accomplish goals and address issues related to our products and services.Demonstrated leadership by improving work processes and helping train others.Evaluated and recommended upgrades to improve existing computerized healthcare systems.Analyzed data to assist in delivering optimal healthcare management and decision-making. Used health care data to achieve administrative needs and goals. Understand data storage and data sharing methods.Created and presented performance dashboards; generated routine/ad hoc reports.Performed complex analysis by merging data from several sources using Excel spreadsheet and Pivot tables to help physicians and clinical operations leaders understand practice patterns, trends in utilization, and ongoing evaluation of organizational improvements.PERFORMANCE ANALYST 06/2014 - 08/2016Kaiser Permanente - Fair Oaks VAPerformed data compilation, assessment, and reporting from data systems to support operations management with accurate and timely information and assist in assessing performance against objectives and goals, using various analytical techniques and tools.Communicated analysis results accurately to representatives, ensuring understanding of conclusions and recommendations. Performs the role of data advocate on behalf of the business areas and answers data-related questions for all reports related to the Clinical Contact Center.Performed analysis for problem-solving and new methodologies by extracting data using tools such as Crystal Reports, MS Access, and SQL and compiling data from KPHC Clarity, telephony, and workforce management data systems.Worked collaboratively with implementation teams to ensure process design meets performance objectives.Identified outlier performance and research and suggested root causes to ensure performance standards are met.Predicted Clinical Contact Center volume and staffing needs using historical databases, trends, and predicted events. Subsequently, it analyzes the results of those forecasts to ensure improved processes and staffing requirements.QUALITY ASSURANCE ANALYST 05/2012 - 06/2014AstraZeneca - Gaithersburg, MDMonitored and reviewed inbound and outbound call responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.Assisted in developing, creating, and implementing call center quality processes and procedures.Performed call monitoring and provided trend data to the site management team.Used quality monitoring data management system to compile and track performance at team and individual levels.Participated in customer and client listening programs to identify customer needs and expectations.Facilitated quality improvement meetings and developed presentations for call center staff. Department.Prepared and analyzed internal and external quality reports for management staff review.MEDICAL CARE PROGRAM REVIEW SPECIALIST 05/2011 - 05/2012Maryland Department of Health and Mental Hygiene - Baltimore, MDInvestigated critical events and complaints involving participants receiving Medicare and Medicaid.Analyzed health care data to support policy, programs, and service development for compliance procedures on existing and new programs.Researched, evaluated, and analyzed policies and data regarding the programs to improve policies and processes related to utilization review.Performed high-priority Medicaid policy analyses and implemented high-priority projects related to Medicaid home and community-based services.Performed utilization review of service plans for the Community-based Options waiver programs to ensure that supports are adequate to meet health and safety requirements and that all services are medically necessary and follow all applicable state and federal regulations.Liaising with the federal Centers for Medicare and Medicaid Services to coordinate services, administer funds, and ensure compliance.Education and TrainingUniversity Of Maryland - Global Campus Master of ScienceHealth Administration InformaticsCoppin State University - Bachelor of ScienceHealth Information ManagementAdditional InformationTOOLS:Operating Systems, Tableau, Power BI, ServiceNow, Salesforce, SQL,Microsoft Office Suite, SharePoint, CXone, Visual Studio, Epic, Cerner.Certifications Certified Solution Architect (SAA) Certified Scrum Master (CSM) Graduate Certificate in Business Analytics |
