Mark A.

Developed and maintained DOMO dashboards and internal reports for talent acquisition operations and business reporting needs. Analyzed various recruitment, hiring, and sourcing metrics to inform data-driven decisions during the account implementation phase. Prepared workforce reports and recruitment analytics using Workday ATS data for stakeholders.

Oversaw the entire process of healthcare claims appeals and eligibility operations, ensuring adherence to service level agreements, quality, and productivity standards. Analyzed workforce performance data to pinpoint trends and opportunities for improvement. Conducted root cause analysis on various performance gaps while implementing solutions to enhance efficiency and service delivery. Created operational reports and dashboards utilizing data from multiple sources to meet reporting requirements. Worked closely with stakeholders to gather business needs, aligning reporting solutions with operational needs and aiding process optimization. Developed Power BI dashboards to monitor performance and facilitate stakeholder reporting. Managed workforce planning, scheduling, and capacity analysis to align resources with business demands. Ensured reporting accuracy through data validation and reconciliation. Contributed to continuous improvement efforts by identifying workflow optimizations. Acted as the primary contact for escalation and client-facing communications, presenting performance insights to stakeholders. Led and mentored a team of over 50 employees across various workstreams, utilizing performance analytics to enhance productivity and quality.

Conducted comprehensive analyses of healthcare eligibility and claims data to facilitate informed decisions. Gathered reporting requirements, translating them into scalable reporting and analytics solutions through Salesforce CRM and member management systems. Created complex SQL queries for census, customer, and workforce reporting. Executed data extraction, transformation, and validation from multiple sources to maintain report accuracy and consistency. Developed VBA macros and automated reporting tools, significantly enhancing reporting efficiency. Produced recurring and ad hoc dashboards and performance reports to track productivity and service levels. Performed root cause analysis, identifying discrepancies and opportunities for process improvements. Supported workforce planning through trend analysis and performance metrics. Served as a Subject Matter Expert (SME) for eligibility processes, offering guidance on reporting logic and training initiatives.

Provided IT support at the branch level, focusing on system maintenance and troubleshooting technical issues. Coordinated with store personnel to address hardware and software problems efficiently. Contributed to payroll validation and attendance monitoring, supporting administrative operations. Assisted in pharmacy, inventory management, and other store operations to maintain business continuity.

Delivered hardware and software support for alarm, access control devices, and CCTV equipment. Assisted in the installation and maintenance of technical systems while troubleshooting issues in the field. Continued providing on-call technical support following the completion of the internship.