Catherine So

People Manager: Coach a team of 12-40 remote Level 1 Software Support Engineers.
Workforce Management: Maximize scheduling of support team based on product/volume requirement, and agent availability.
Perform general management functions to support ongoing infrastructure development and process improvement.
Identify, document, and review opportunities for team improvement and develop and implement a corresponding plan of action to bring any issue to resolution and facilitate change management as needed.
Design, develop and implement process improvements and provide domain & functional expertise to key processes, products and solutions.
Partner/Stakeholders Quarterly & Yearly Business Reviews.
Escalation point for customers and stakeholders.
Participate in Global Hiring Tournaments.
Ticketing platform management.
Drive Innovation Sessions and manage a team of Business Advisors to utilize their industry proficiency and available technology to deliver solutions to both internal and external clients.
Create Knowledge Base Source for a newly launched program.
Manage numerous, complex projects requiring high level capabilities (Health Administration – Claims Recovery, Audits, Benefits Coding and Testing).
Act as subject matter expert for team members, peers and/or clients as assigned and point of contact for senior client representatives.