Oct 2022 – Nov 2025 · 3 yrs 1 mo · United States

• Managed benefits administration for 60,000 employees across multiple business units, collaborating closely with HR, IT, executives, and vendors to ensure seamless delivery of services.
• Leveraged AI tools such as Microsoft 365 Copilot and GPT tools to streamline processes, automate workflows, and improve team efficiency.
• Created and maintained reporting for executive leadership and department teams, including dashboards, KPIs, and operational performance metrics.
• Oversaw vendor relationships, including issue resolution and process optimization.
• Coordinated multiple simultaneous projects, balancing priorities and resources to drive successful outcomes across complex programs; including but not limited to:
• Conducted a comprehensive program evaluation and overhaul to optimize tools, processes, and team collaboration (including offshore resources), resulting in improved efficiency and data accuracy.
• Led change management for transition from Google Workspace to Microsoft 365, driving adoption and team readiness.
• Managed the relationship with the Mergers & Acquisitions team and coordinated benefits transitions for all incoming employees.
• Redesigned and streamlined benefits ticketing processes for employees and partners using ServiceNow in partnership with the firm’s benefits administration vendor.
• Led all aspects of annual benefits enrollment testing (including tool validation, call simulations, and process documentation) ensuring a seamless experience for over 60,000 employees.
• Managed content strategy and team representation for marketplace events, increasing employee engagement and benefits awareness.

Apr 2020 – Oct 2022 · 2 yrs 6 mos

• Post-Implementation Oversight: Oversaw post-implementation operations for BlueCross NC's healthcare value transformation initiatives.
• Program Strategy, Stability, and Goals: Coordinated with project managers to document and disseminate Blue Premier strategy processes and procedures. Ensured stable operations of the Value Program (including Blue Premier) to achieve goals of affordability and quality care.
• Enhancement Request Management: Developed and managed the enhancement request process, handling intake and communication of requests from healthcare ACOs and internal stakeholders and guiding approved enhancements through the delivery process.
• Collaboration and Support: Collaborated with program managers, contractors, and technical resources to resolve defects and support inquiries from Blue Premier healthcare ACOs and internal stakeholders.
• Leadership - Employee and Community Engagement:
• New Hire Orientation Facilitator
• Healthcare GivingWorks Lead Ambassador
• Leader of Mental Health Awareness Month events
• Annual Required Training Host

Jan 2019 – Apr 2020 · 1 yr 3 mos

• Blue Premier Health Systems Presentation and Data Analysis Support: Collaborated with Senior Strategic Advisors in creating quarterly provider meeting presentations. Identified updates and improvements using Data and Analytics dashboards. Managed the scheduling and coordination of quarterly meetings with all Blue Premier health systems. Documented, compiled, and distributed materials for quarterly Provider Engagement and weekly internal strategy and planning meetings.
• Communications: Compiled and disseminated COVID-19 communications for BlueCross NC, Blue Premier systems, and Advanced Primary Care. Developed and maintained the Blue Premier Provider Engagement SharePoint site. Included onboarding materials, meeting minutes, and vertical management data.
• Training and Team Development: Collaborated with team members to identify and implement training programs for Provider Engagement and Advanced Primary Care teams. Organized and planned all team-building and volunteer activities for these teams.
• Leadership - Employee and Community Engagement:
• Elected as Chair in 2019 and Vice-Chair in 2018: Led the planning and execution of annual programming, including over 20 events both onsite and offsite. Managed all event aspects: venue selection, speaker scheduling, marketing material creation, catering, hospitality, and A/V arrangements.
• Recognized as Outstanding Employee Network Leader of the Year in 2019.
• Awarded the NextNet MVP in 2017 for exceptional leadership.
• Supervised a team of four board members and managed over 1,000 network members.

Jul 2016 – Jan 2019 · 2 yrs 6 mos

• Reporting and Data Management: Responsible for ensuring the accuracy of customer information between BlueCross NC, vendors, and CMS. Trained and coached team members on reporting and new skills, emphasizing timeliness and accuracy. Served as the liaison between the On-Exchange Membership team and other company teams to ensure proper and accurate data distribution.
• Compliance and Process Improvement: Automated the process of running daily reports, resulting in annual savings of over $4,000 for BlueCross NC. Updated processes and procedures to maintain compliance with CMS regulations. Proactively managed the On-Exchange team SharePoint site and streamlined various processes.
• Special Assignments and Projects: Entrusted with managing Request for Proposal (RFP) tasks on the Account Implementation Team; successfully cleared a several-month backlog in less than one week, documented processes and procedures, and updated Salesforce as needed.
• Leadership - Employee and Community Engagement:
• Served as the Project Manager for Blue Diwali 2018, managing the Board, vendors, and volunteer resources.
• Selected as one of 13 out of approximately 3,000 members to participate in the Employee Network Leadership Development Program. Solely created and executed a high-profile event that garnered significant interest and positive feedback.
• Managed project goals and marketing for the re-launch of the 2018 PROPS Program.
• Selected to be a mentee in the highly competitive Blue XChange Program for 2018.

May 2014 – Aug 2015 · 1 yr 3 mos

• Coordinated approximately 20 projects and ensured all phases were documented appropriately.
• Managed input from multiple areas and created the Monthly Finance Business Plan for All-Hands meetings.
• Managed communication to and set expectations for project manager input regarding project reporting.
• Established program processes such as Sharepoint website development and maintenance.

Oct 2013 – Apr 2014 · 6 mos

• Managed third party contracts and purchases.
• Provided financial savings to BlueCross NC through negotiating maintenance and software license contracts, identifying invoice errors, tax savings from corporate IT hardware and software purchases/expenses, and harvesting software licenses for redistribution in the company.
• Tested newly implemented contract tracking and software asset management processes and software.

May 2013 – Sep 2013 · 4 mos · Durham, NC

• Managed monitoring, measurement, reconciliation, and stewardship of vendor contracts by interacting regularly with vendors to collect and organize data in order to present management with information needed to make IT vendor management strategy recommendations.
• Coordinated all governance meetings between BlueCross NC and vendor executives.
• Responsible for financial transactions including reconciliation of invoices and tracking of credits and critical milestones.
• Selected to be a Reverse Mentor to a Director within Operations and a Committee Leader for the Women’s Employee Network at BlueCross NC in 2013.

Jun 2012 – May 2013 · 11 mos · Durham, NC

• Ensured compliance of a major IT outsourcing contract and managed ongoing third party contracts. Provided financial savings to BlueCross NC through negotiating maintenance and software license contracts, identifying invoice errors, software recovery for retirements and tax savings from corporate IT hardware and software purchases and expenses.
• Documented and maintained asset management practices and procedures.
• Trained employees on processes and procedures.

Sep 2011 – Jun 2012 · 9 mos · Raleigh-Durham-Chapel Hill Area

• Provided full-time assistance to legal secretaries, paralegals and attorneys with document production, Bates-stamping, closing binders, CD production, file closing, and other administrative tasks as necessary.
• Filed pleadings with Wake clerk of court, the North Carolina Secretary of State, and county Register of Deeds.
• Handled transmission of incoming and outgoing facsimiles, certified mail, FedEx and UPS deliveries. Operated multi-line phone system.