Anastasia Fines
Business Process Analyst
Melissa,TX
Summary
Successful Corporate Trainer skilled at developing, implementing and optimizing corporate training programs. Data-driven leader with hardworking approach and clear focus on strengthening companies from inside out. Successful integrating multimedia strategies to diversify instruction and maximize success.
Overview
13
13
years of professional experience
3
3
Certification
Work History
Business Process Consultant IV
Peraton/Northrop Grumman
Baltimore, MD
02.2019 - Current
- Designed, developed and administered virtual training to CMS Contractors on task management system, ServiceNow.
- Designed, developed and administered training to new hire SSP L3 and SSP POSD analysts in BOSC program on policies, procedures and ServiceNow.
- Designed, developed and administered training on referral chart used to triage cases in ServiceNow.
- Managed responsibilities to effectively triage, resolve or escalate cases within ServiceNow in compliance with Standard of Work (SOW) for Shared Savings Program (SSP)
- Monitored SSP milestones in order to create or update scripts as needed to address concerns and questions from participating Accountable Care Organizations (ACOs)
- Research guidance and regulations related to Accountable Care Organizations (ACOs) and SSP
- Contributed to creation of business processes, operational procedures, business process models and other relevant documentation, and performing other tasks that demonstrate technical understanding of production operations
- Identify trends in technical issues encountered and communicate proactive resolutions accordingly to reduce ticket volumes
- Identify trending topics/cases and quickly develop and propose solutions to provide quick responses and prevent ticket aging
- Responsible for presenting status reports, meeting minutes, dashboard and metric deliverables to stakeholders.
- Recognized escalation needs and connected customers with advanced support staff.
- Tracked changing software and technologies with potential to impact customer requirements.
- Crafted intelligent, professional responses to emailed and web chat customer inquiries
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Lead Customer Service Analyst III- Physician Value
Northrup Grumman
Baltimore, MD
02.2016 - 01.2019
- Developed, designed and facilitated training for Physician Value Help Desk Management and CSRs on program policies, procedures
- Developed, designed, and administered training for Integrated Administration and Control System (IACS), Provider Enrollment Chain and Ownership System (PECOS), CMS Enterprise Portal, Quality Resource and Use Reports (QRUR) and ServiceNow
- Administered assessments to attendees and performed follow up review when required
- Performed qualify audits on recorded and live calls to assess gaps in training and prepare coaching and follow-up training as needed
- Mentored CSRs and increased quality scores by 12%.
- Contributed to creation and review effort of all scripts and uploading to Knowledge Management
- Functioned as team leader and subject matter expert for customer service units in Physician Value program
- Expertise in implementing call center management best practices based on IT Service Management (ITSM) guidelines
- Understanding and fulfilling requirements of Physician Value Program Statement of Work (SOW) requirements that apply to Production Operations Support Desk (POSD)
- Assist in ensuring that day-to-day strategies meet and exceed SOW defined requirements and deliverables
- Recognize and take advantage of opportunities to exceed SOW in order to promote notable accomplishments
- Detect areas where service may fall short of SOW, working to reduce or eliminate weaknesses
- Utilize Remedy and ServiceNow (Snow) System to review recorded cases and understand their impact to project
- Monitor customer requests and Service Requests to validate process is used effectively to ensure customer needs are quickly met
- Facilitate meetings with project stakeholders for status of issues and updates
- Interface with management and provide various reports on regular basis
- Demonstrate strong oral and written communication skills to management as well as interface with customer daily
- Support and lead disciplined adherence to Business Operations Service Center (BOSC) and Physician Value Program procedures as well as Northrop Grumman (NGC) and Centers for Medicare and Medicaid Services (CMS) security policies and practices.
Customer Service Coordinator/Trainer
CGS Administrators
Dallas, TX
08.2013 - 12.2016
- Designed and developed internal standard operating procedures for Informal Review process for Centers for Medicaid and Medicare Services Physician Value Program
- Designed and delivered training on new programs/program updates and provide refresher training as needed
- Created and delivered assessment to Customer Service Associates to gauge training gaps and needs
- Designed, developed and delivered training on systems troubleshooting manual for Customer Service Associates to assist with navigating CMS Enterprise Portal (www.portal.cms.gov)
- Created user guides to ensure best practices and consistent customer service
- Managed and monitored queues for assigned programs
- Monitored Customer Service Representatives talk times, after call-work and break times
- Assists with escalated and complex issues
- Developed and mentored customer service representatives on program and policy changes
- Performed CSR coaching based on random call quality audits
- Participate on Medicare Learning Network calls as subject matter expert for Physician Value Physician Quality Reporting System program
- Facilitate operations for Informal Review Process for Physician Value Program
- Create over 40 scripts for Physician Value Modifier Help Desk and Accountable Care Organization Help Desks
- Created and enhanced call sequencing flows and scripts to enhance team performance
Quality Assurance Analyst
CGS Administrators
Dallas, TX
05.2013 - 08.2013
- Perform quality audits for Physician Value Help Desk and Accountable Care Organization Customer Service Representatives
- Complete and document review using ABOSC Call Audit Tool database, SharePoint, and Quality Control Management System
- Provide feedback and coaching to Customer Service Representatives as needed
- Execute audits on Remedy Ticket for all calls monitored
- Attend monthly calibration sessions with Northrop Grumman and CMS
- Assist Physician Value Help Desk Coordinator/Trainer with new hire training
- Designed Jeopardy Game and Transfer Job Aide to assist PV Help Desk CSRs with retention and implementation of course information.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
CWIC/Training Coordinator
EmployReward Solutions
Florence, SC
02.2013 - 05.2013
Call Center Supervisor
EmployRewards Solutions
12.2010 - 02.2013
Senior Customer Service Representative
EmployRewards Solution
08.2010 - 12.2010
- EmployReward Solutions worked with Social Security Administrations Ticket to Work program to help persons receiving Social Security Income payments obtain employment or training to return to employment.
- Quickly and steadily promoted due to my extensive call center and training experience.
- Worked with management to develop Statement of Work (SOW), and all policies and procedures.
- Developed and delivered all training to Senior Management, Information Technology (IT) Staff and Customer Service Representatives.
- Collaborated with IT staff to develop our task management system and Quality Control program.
- Managed, audited and coached 12 Call Center Representatives averaging 50 incoming calls per day and 300 outgoing calls per day.
Education
Bachelor of Business Administration -
Strayer University
2022
Skills
- Agile
- Compliance Management and Issue Resolution
- Excellent Written and Verbal Communication
- Process Improvement and Development
- Training Assessment
- Observations and Evaluations
- Course Design and Development
- Help Desk and SME Support
- Quality Control Strategies
- Training Manuals and Processes
- Complaint Handling & Resolution
- Reports & Documentation
Certification
- Certified Performance Consultant, Langevin Learning Services INC - 6/2002
- Certified SAFe 5 Agilist, Scaled Agile - 1/2023
- AWS Essentials Certification, Amazon Web Services - 2/2023
Timeline
Business Process Consultant IV
Peraton/Northrop Grumman
02.2019 - Current
Lead Customer Service Analyst III- Physician Value
Northrup Grumman
02.2016 - 01.2019
Customer Service Coordinator/Trainer
CGS Administrators
08.2013 - 12.2016
Quality Assurance Analyst
CGS Administrators
05.2013 - 08.2013
CWIC/Training Coordinator
EmployReward Solutions
02.2013 - 05.2013
Call Center Supervisor
EmployRewards Solutions
12.2010 - 02.2013
Senior Customer Service Representative
EmployRewards Solution
08.2010 - 12.2010
Bachelor of Business Administration -
Strayer University
- Certified Performance Consultant, Langevin Learning Services INC - 6/2002
- Certified SAFe 5 Agilist, Scaled Agile - 1/2023
- AWS Essentials Certification, Amazon Web Services - 2/2023
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