March 2024 – September 2026
Implementation Coordinator
Formerly
- Coordinate technical implementation and operational workflows supporting legal case management, medical records, data migration, automation, and firm transitions.
- Coordinate large-scale implementation and data-processing activities for the Rapid Records product line, including manual and bulk medical-record uploads, downloads, file organization, and quality-control processes.
- Manage high-volume data imports for cases, contact cards, User Defined Fields (UDFs), medical providers, and related case information while maintaining data accuracy and consistency.
- Serve as a SmartAdvocate administrator, supporting system configuration, workflow management, user roles, UDF configuration, automation, and operational troubleshooting.
- Coordinate firm onboarding and offboarding processes, including system configuration, workflow preparation, automation changes, data exports, documentation, and transition activities.
- Develop and maintain operational protocols that convert complex or repetitive processes into standardized, repeatable procedures.
- Design Power Automate workflows to reduce repetitive administrative work, improve consistency, and automate scheduling, notifications, file-management, and other operational processes.
- Utilize PowerShell for bulk file management, data processing, file manipulation, and other large-scale technical tasks.
- Develop Excel-based tools, formulas, and VBA solutions to support data cleanup, validation, formatting, transformation, and mass-processing workflows.
- Perform workflow audits to identify missing documentation, data inconsistencies, process gaps, and potential downstream issues.
- Research and troubleshoot system and workflow issues, identifying practical solutions while considering data integrity and operational requirements.
- Coordinate multiple concurrent implementation and operational priorities while maintaining project timelines and deadlines.
- Create documentation and knowledge resources to improve consistency between teams and reduce reliance on undocumented processes.
- Support testing and validation of system changes, workflows, automations, and new operational procedures before broader implementation.
- Work across technical, operational, client-service, and administrative functions to translate business requirements into workable system processes.
- Identify opportunities to replace repetitive manual processes with automation, structured templates, standardized procedures, or bulk-processing solutions.
Selected Achievements
- Streamlined medical-record processing through improved workflows and bulk-processing techniques.
- Reduced repetitive manual work by implementing Power Automate and PowerShell solutions.
- Improved data integrity through structured auditing, validation, cleanup, and bulk-processing procedures.
- Supported multiple firm onboarding and offboarding transitions while coordinating system, workflow, automation, and data requirements.
- Developed reusable Excel/VBA tools and standardized procedures for recurring data-management tasks.
- Created structured protocols for complex processes so they could be performed consistently across projects and team members.
- Expanded technical responsibilities from operational case management into system administration, automation, data management, and implementation coordination.
June 2023 – March 2024
Case Manager
- Organized and maintained case files while ensuring documentation remained accurate and aligned with deadlines and procedural requirements.
- Managed intake protocols, call-agent procedures, client correspondence, and operational workflows.
Generated invoices, tracked expenses, and monitored case budgets to support financial and operational visibility.
Participated in weekly project meetings, reporting metrics, identifying issues, and providing project-status updates. - Coordinated with internal teams to resolve workflow issues and maintain project progress.
Assisted with the development and documentation of standardized procedures for recurring operational activities.
Selected Achievements
- Created and executed a structured project closeout plan that successfully met a critical project deadline.
- Received company recognition for Resilience.
- Coordinated the appointment-scheduling automation project and developed the supporting agent protocol from initial workflow design through operational implementation.
October 2022 – June 2023
Real-Time Analyst
- Monitored real-time agent performance, call volume, staffing levels, and service metrics using Five9 and live dashboards.
- Adjusted staffing schedules in response to changing call volume and operational requirements.
- Monitored service levels and identified staffing or workflow issues requiring immediate attention.
- Developed Microsoft Shifts and Power Automate workflows to improve scheduling and time-off request management.
- Supported communication and coordination between operational teams during periods of changing workload.
Selected Achievements
- Transitioned project communication into Microsoft Teams, creating a centralized collaboration environment.
- Implemented automated time-off workflows to improve consistency and reduce manual scheduling tasks.
- Combined real-time operational analysis with workflow automation to improve staffing coordination.
May 2021 – October 2022
Client Engagement
Contracted for
- Managed client-engagement activities using Smartsheet, SmartAdvocate, and other operational systems.
- Performed quality-control reviews on Lead Complete cases to identify and correct data issues.
- Maintained accurate case and client information while following project-specific procedures.
- Participated in testing and pilot initiatives for new systems, processes, and project workflows.
- Collaborated with team members to identify process issues and document improved procedures.
Selected Achievements
- Created the operational protocol for the Lead Complete project, establishing standardized procedures for consistent execution.
- Participated in beta testing and pilot initiatives, including Zantac Case Locker testing.
- Supported the development and refinement of new project workflows before broader implementation.
August 2019 – May 2021
Service Operations Manager
Owned By
- Managed customer concerns, order issues, account information, and operational requests across two store locations.
- Maintained and updated databases to support accurate customer and order information.
- Assisted with service operations, billing processes, and administrative workflows.
- Participated in weekly conference calls with district management and provided operational updates.
- Identified database and billing issues and implemented process improvements.
Selected Achievement
- Improved operational efficiency through database cleanup, process audits, and improved billing procedures.
January 2019 – August 2019
Assistant Manager
- Oversaw daily store operations, including opening and closing procedures.
- Trained employees on operational procedures and customer-service expectations.
- Managed inventory control and end-of-day deposits.
Supported scheduling, staff coordination, customer service, and daily administrative operations. - Maintained accurate financial and inventory records.
January 2018 – January 2019
Secretary
Area 1 Office located in E. W. Thompson School
- Processed hiring documentation and maintained confidential personnel records for multiple schools.
- Assisted with administrative operations and document management.
- Trained new employees on database systems and office equipment.
- Supported staff with administrative, technical, and organizational needs.
January 2017 – April 2017
Front Desk Receptionist and Housekeeping
- Managed guest registration, payments, and front-desk responsibilities.
- Provided professional customer service while addressing guest questions and requests.
- Supported housekeeping and general hotel operations.
