I am a seasoned Quality Analyst and Consultant with a strong background in healthcare operations and customer service excellence. My career began in frontline customer service, where I handled inbound and outbound healthcare-related calls, ensuring accurate eligibility, benefits, and claims processing. Early on, I developed a reputation for efficiency, reducing handling times and improving customer satisfaction scores while mentoring new schedulers to strengthen team onboarding.
As I advanced into quality-focused roles, I took on greater responsibility in auditing calls, identifying performance trends, and creating frameworks that streamlined processes. At Optum Global Advantage, I played a pivotal role in aligning quality assurance with training and operations, leading monthly calibration sessions with clients and introducing innovations that delivered over $143,000 in financial savings. My ability to mentor analysts and elevate team performance became a consistent theme throughout my career.
Transitioning into clinical administration, I coordinated closely with physicians and nurses to verify surgery details and managed the end-to-end authorization process with 100% compliance. This experience sharpened my skills in healthcare operations and reinforced my commitment to accuracy and compliance.
Most recently, as a Principal Consultant – Quality Analyst at CGI, I designed QA frameworks aligned with organizational goals, monitored KPIs to improve service quality by 12%, and supervised analysts to reduce error rates by 18%. My collaboration with business leaders allowed me to translate client requirements into measurable standards, while my presentations to stakeholders influenced meaningful process improvements.
Across every role, I have demonstrated a consistent ability to balance operational efficiency with strategic insight. I thrive in environments where quality, compliance, and customer satisfaction intersect, and I bring a proven track record of leadership, innovation, and measurable impact.
