Honors: Fellowship Recipient, Consortium for Graduate Study in Management

Leadership: VP Events, Black Graduate Business Leaders; Conference Co-Chair, FORWARD Summit; Improvement Consultant, Marshall Consulting & Strategy Club and Graduate Career Services

● Created quantitative model in Salesforce Service Cloud and Medallia Experience Cloud using customer data to evaluate service recovery costs, and pitched customer experience pilot with projected cost savings of $48 per customer

● Designed and executed 4-week feasibility pilot leading a team of 8 cross-divisional employees to test new process, demonstrating reduced reliance on compensation in streamlined service recovery processes

● Generated weekly quantitative reports of pilot KPIs, and presented 3-phase recommendation with 3 proposed natural language processing products and cost analysis to improve future sustainability and scale of pilot program

● Built dashboards in Tableau Desktop and Salesforce Service Cloud to monitor pilot progress, and coordinated mid-point site visits to collect feedback and adjust pilot objectives for better execution

● Researched and analyzed 10,000 operational complaints from omnichannel sources to identify 3 opportunity areas in service recovery processes, and innovated processes for a new customer experience strategy

● Interviewed 15 stakeholders to understand Salesforce Service Cloud user experience and identify service recovery pain points, and influenced leadership across 3 divisions to partner on proposed pilot program

● Managed teams of 3 associates in analyzing financial data to identify underpaid hospital claims and boosted hospital profitability by over $1.5M in recovered revenue

● Presented monthly project updates to teams of up to 20 executives, identifying over $7M in potential additional revenue and providing process improvement recommendations

● Conducted extensive research in new business risk areas for new client, developing knowledge expertise and retaining client after successfully executing project under target time frame of 6 months

● Facilitated 5 in-office trainings on quantitative analysis for Microsoft Access and Excel to improve 30 claims resolution analysts’ efficiency in collection efforts

● Improved company diversity efforts as a recruiting lead at 6 core campuses and built relationships with Atlanta HBCUs to develop inaugural internship program

● Created training module and on-boarding materials for inaugural intern cohort of 2 associates, and assigned mentors for intern professional development

● Pitched strategy to leadership for fostering a more inclusive company culture, resulting in creation of 5 new employee resource groups

● Analyzed managed care contracts and government payer fee schedules to execute complex pricing models and efficiently audit hospital claim reimbursement using Microsoft Access and Excel

● Collaborated on teams of 3 associates to perform comprehensive payment review of Medicare and commercial payers for 70+ hospitals in Virginia, Georgia, Tennessee, and Texas

● Managed in-office celebrations with budgets of $500+ to foster employee relationships and enhance company culture