Resume
Resume
Project Management Professional Professional Certification
Project Management Institute (PMP)
Expires January 2029
North Carolina Commissioned Notary
North Carolina Secretary of State
Expires November 2027
North Carolina Commissioned eNotary
North Carolina Secretary of State
Expires November 2027
Certificate Achieved
Concentration: Project Management
January 2025
Certificate Achieved
Wake Technical Community College
Major/Concentration: Information Technology: Project Management
December 2024
Certificate Achieved
Wake Technical Community College
Major/Concentration: Business Administration: Project Management
May 2024
AAS Degree
Wake Technical Community College
Major/Concentration: Business Administration: Project Management
Graduation 2026
Project Planning & Execution
Resource Allocation
Process Improvement
Team Leadership
Stakeholder Management
Compliance Management
Risk Mitigation
Cross-Functional Collaboration
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 – Prior Authorization Support
BroadPath, LLC
February 2025 – Present
Project Scope: Steady-State Operations | Team Size: 20+ | Methodology: Hybrid
Manage team of trainers (direct reports) supporting 500+ Prior Authorization Representatives processing high-volume medication authorization requests from healthcare providers and members.
Lead cross-functional team of trainers (direct reports) and execute project plans within budget parameters, collaborating with operational teams, quality assurance, and IT to implement authorization systems and maintain regulatory compliance.
Identify and mitigate project risks related to technology systems, compliance requirements, and quality standards through continuous monitoring and process improvement initiatives.
Deliver measurable outcomes including improved authorization accuracy, reduced turnaround times, and enhanced compliance through data-driven decision making and stakeholder collaboration.
Training Project Manager – Patient Scheduling & Clinical Support
BroadPath, LLC
February 2025 – Present
Project Type: Steady-State Operations | Team Size: 20+ | Methodology: Hybrid
Manage team of trainers (direct reports) supporting onboarding and ongoing development for 500+ Patient Services Representatives across remote environments, ensuring consistent service delivery for high-volume appointment scheduling, insurance verification, and clinical support workflows.
Collaborate with directors, operations managers, and quality teams on process improvement initiatives that improved Epic/EMR proficiency, decreased documentation errors, and enhanced HIPAA compliance scores.
Mitigate operational risks including technology failures, compliance gaps, and quality issues through proactive monitoring, stakeholder communication, and corrective action planning.
Track project KPIs and deliver status reports to senior leadership demonstrating improved Epic/EMR proficiency, reduced documentation errors, and enhanced HIPAA compliance scores.
Training Project Manager – Medicare Telesales Operations
BroadPath, LLC
May 2022 – Present
Project Scope: Multi-Site Implementation | Team Size: 20+ | Methodology: Hybrid
Led multi-location project implementation across four sites, enhancing Medicare Annual Enrollment Period (AEP) operational readiness and achieving measurable productivity improvements.
Coordinated project logistics including resource allocation, vendor management, and cross-functional collaboration with leadership and IT teams to ensure on-time, on-budget delivery.
Developed comprehensive project plans defining scope, schedules, milestones, and stakeholder engagement strategies for successful project execution.
Monitored project performance through metrics analysis and stakeholder feedback, implementing continuous improvement initiatives to optimize project outcomes.
Training Project Manager – Medicare Telesales Operations
BroadPath, LLC
April 2020 – Present
Project Scope: Enterprise Operations | Team Size: 25+ | Methodology: Hybrid
Managed enterprise-level operational project for a major national healthcare client, leading team of 25 trainers (direct reports) supporting Medicare AEP Telesales operations.
Developed and maintained centralized resource management database, optimizing scheduling and resource allocation for sustained operational effectiveness.
Aligned project deliverables with organizational goals through data analysis, stakeholder management, and strategic planning.
Created risk mitigation plans and managed resource constraints to deliver high-impact operational outcomes.
Training Project Supervisor – ACA Telesales Operations
BroadPath, LLC
September 2018 – April 2020
Project Scope: Large-Scale Implementation | Team Size: 20+ | Methodology: Hybrid
Led large-scale project initiative supporting 600+ Health Insurance Enrollment agents across remote environments, ensuring consistent service delivery for operational readiness for ACA Open Enrollment season.
Managed project teams to deliver on schedule, maintaining comprehensive documentation of performance metrics and resource utilization.
Enhanced project outcomes by implementing quality control measures and reducing compliance risks through proactive stakeholder engagement.
Corporate Trainer
BroadPath, LLC
2016 - 2018
Key Accomplishments
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.