Mary West

• Conducted root cause analysis of data discrepancies, improving data quality and accuracy.
• Translated business needs into technical specifications using JIRA, improving development accuracy and efficiency.
• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Optimized workflow processes to enhance overall productivity and achieve operational excellence.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Supported software development projects by defining clear requirements and effectively communicating them to technical teams.

Handle all applications for all employee owned group life insurance policies.

• Worked one on one with Businesses to add to or create a new group policy.

• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Reviewed employee concerns and new opportunities to drive business strategies.
• Established long-term client relationships through consistent delivery of high-quality products and services.
• Trained and guided team members to maintain high productivity and performance metrics.

• Conducted root cause analysis of data discrepancies, improving data quality and accuracy.
• Monthly / weekly reports on each system.
• Conducted interviews with key users to gather requirements, enhancing system functionality and user satisfaction.
• Managed stakeholder expectations through clear communication, increasing project buy-in and support.

• Utilized LMS platforms for training delivery, enhancing knowledge retention and user performance.
• Created training modules, increasing user proficiency in essential applications.
• Mitigated downtime of critical systems by efficiently managing intricate tickets.

• Coordinated referrals for clients to ensure timely access to services.
• Improved service outcomes with effective team collaboration.
• Developed individualized care plans for improved client outcomes.
• Engaged with clients to identify barriers to access for necessary services.
• Participated in regular professional development opportunities to stay current on best practices within the field of case management.
• Monitored clients' progress and tracked client services to provide crisis interventions.