Resume
Resume
Certificate Received
Concentration: Project Management
January 2025
Certificate Received
Major/Concentration: Information Technology: Project Management
Wake Technical Community College
December 2024
Certificate Received
Major/Concentration: Business Administration: Project Management
Wake Technical Community College
May 2024
AAS Degree
Major/Concentration: Business Administration: Project Management
Wake Technical Community College
Graduation 2026
Project Planning
Budget Management
Problem Solving
Team Leadership
Stakeholder Engagement
Communication
Risk Management
Scheduling
Performance Tracking
Project Management Tools
Asana
Trello
Smartsheet
Communication Tools
Microsoft Teams
Slack
Zoom
Documentation & Knowledge Management
Microsoft 365 Office Suite
SharePoint
Training Project Manager
BroadPath, LLC
2022 - Present
Key Accomplishments
Led the implementation of standardized training programs across four locations, enhancing Medicare AEP readiness.
Coordinated logistics for traveling trainers, collaborating with leadership, IT, and vendors to ensure seamless training execution.
Developed comprehensive project plans, including scope, schedules, and resource allocations, improving stakeholder engagement.
Enhanced onboarding experience and performance through scalable training frameworks, achieving an increase in employee productivity.
Analyzed training feedback and metrics to continuously improve content and delivery methods.
Training Project Manager
BroadPath, LLC
2020 - Present
Key Accomplishments
Directed comprehensive training initiatives for a healthcare client.
Managed25 trainers and enhancing Telesales agent capabilities.
Developed and maintained a centralized database, optimizing training schedules for sustained program effectiveness.
Aligned training strategies with company goals, using data analysis to drive continuous improvement and integration.
Managed resources and created risk plans, delivering a high-impact program boosting workforce performance.
Training Project Supervisor
BroadPath, LLC
2018 - 2020
Key Accomplishments
Led a pivotal training initiative for over 600 Health Insurance Enrollment agents, enhancing readiness for Medicare AEP season.
Defined project scope and coordinated training logistics across four locations, ensuring alignment with client and regulatory standards.
Directed trainer teams to deliver sessions on schedule, maintaining comprehensive performance and resource documentation.
Enhanced program effectiveness by implementing quality control measures and reducing compliance risks through proactive stakeholder communication.
Corporate Trainer
BroadPath, LLC
2016 - 2018
Key Accomplishments
Increased client portfolio and negotiated contract renewals through exceptional relationship building and timely deliverables, resulting in $3 million profit.
Demonstrated effective communication, presentation, questioning, conflict resolution, and employee management skills.
Lead, inspired, and provided constructive coaching and feedback to trainees
Achieved important project deadlines, through workload prioritization and timely completion of reports and administrative tasks.
Administered effective evaluation and testing techniques to assess trainee performance and identify areas of opportunity.
Appeals Analyst
BroadPath, LLC
2015 - 2016
Key Accomplishments
Worked in tandem with various departments to rectify member complaints regarding enrollment, grievances, and appeals Collaborating with other departments to address root causes of member dissatisfaction.
Performed administrative tasks requiring a high level of attention to detail, including case management, data entry, and documentation management.
Research issues utilizing decision support tools in the decision-making process regarding health care services and care provided to members and Marketplace enrollment issues.
Assure timeliness and appropriateness of all case resolutions according to state and CMS federal guidelines.
Chief Executive Officer
Banee Aadam Foundation Inc.
2011 - Present
Key Accomplishments
Provided strategic and operational leadership for organization-wide initiatives, ensuring alignment with the Banee Aadam Foundation’s mission and long-term goals.
Oversaw daily operations, staff management, and program development across all departments.
Developed and implemented core programs, policies, and business plans to support organizational growth and efficiency.
Led financial planning, budgeting, and resource allocation to ensure fiscal responsibility and transparency.
Directed rigorous program evaluation processes to measure impact and improve service delivery.
Strengthened infrastructure across finance, administration, fundraising, communications, and IT systems.
Advised the Board of Directors and collaborated on strategic initiatives, governance, and performance oversight.
Built and maintained partnerships with community leaders, donors, and stakeholders to expand outreach and funding opportunities.
Elevated the organization’s public profile through external communications and advocacy efforts.
Identified and secured new funding streams while improving donor engagement and retention.
Claims Representative Telecommuter
UHG/OptumHealth
2010 - 2013
Key Accomplishments
Accurately processed and adjusted high-volume medical claims using UNET and internal platforms.
Resolved complex claim issues through research and data analysis, ensuring compliance with regulations.
Reduced rework by identifying processing trends and recommending workflow improvements.
Met or exceeded performance metrics in accuracy, productivity, and timeliness.
Created and analyzed daily reports to support claims accuracy and operational efficiency.
Customer Service Representative
UHG/OptumHealth
2008 - 2010
Key Accomplishments
Delivered high-quality support for mental health and substance abuse contracts, resolving complex inquiries regarding benefits, eligibility, billing, and authorizations.
Consistently met or exceeded targets for call quality, schedule adherence, and productivity.
Handled high call volumes while maintaining empathy and professionalism, improving customer satisfaction.
Provided accurate information on Explanation of Benefits (EOB) and assisted with provider assignments.
Recognized for resolving issues efficiently and enhancing the overall member experience.
Customer Care Representative
Microdyne Outsourcing
2007 - 2008
Key Accomplishments
Resolved customer inquiries related to billing, equipment, and service issues with accuracy and professionalism.
Supported the Escalation Queue by making customer callbacks, processing orders, and issuing credits to ensure issue resolution.
Met or exceeded client-set availability goals while maintaining compliance with company policies and documentation standards.
Utilized troubleshooting skills to resolve technical concerns and escalated unresolved cases appropriately.
Demonstrated strong product knowledge and a customer-first approach to enhance service satisfaction.
911 Lead Telecommunicator/County Dispatcher
Georgetown County 911 Communications
2002-2005
Key Accomplishments
Supervised telecommunicators to ensure efficient and accurate dispatch of emergency services for law enforcement, fire, and EMS.
Reviewed shift reports for accuracy and completeness; enforced compliance with department protocols and procedures.
Operated CAD 5.0 system and NCIC terminal for processing inquiries, criminal histories, and administrative messages.
Managed radio console operations and responded to high-volume emergency and non-emergency calls.
Delivered critical instructions during high-stress incidents with speed and clarity, ensuring public and responder safety.
Maintained detailed logs and records for accountability and operational integrity.