Strategic Software Engineering Leader with Mentorship Focus

Nicole Browne - Cary, NC 917-***-****

SUMMARY OF QUALIFICATIONS

Strategic Leadership: Proven track record in providing strategic direction and mentorship to software engineering teams, driving process improvements and operational eCiciency. Mentorship Skills: Developed and implemented eCective mentorship strategies, fostering open communication, tailored guidance, and problem-solving skills among team members.

Cross-Functional Collaboration: Expertise in collaborating with product, design, and cross-functional partners to define technical roadmaps and deliver on business goals. Full-Cycle Software Development: Oversaw full-cycle software development, ensuring adherence to high standards of quality, scalability, performance, and security. Talent Development: Skilled in recruiting, developing, and retaining top engineering talent; fostering a culture of collaboration, accountability, and innovation. Architectural Vision: Experience in driving architectural decisions and long-term technical vision across platforms.

Operational Excellence: Demonstrated ability to manage budgets, resources, vendor relationships, and project timelines eCectively.

Compliance & Security: Ensured compliance with industry standards, security requirements, and regulatory guidelines while championing modern engineering practices. TECHNICAL SKILLS

Platforms & Tools: Salesforce (Service Cloud, Sales Cloud), Knowledge, Genesys, Nexidia, Microsoft OCice, Healthicity, Articulate 360, SAP SuccessFactors, OpenAI. Development Practices: CI/CD, cloud-native development, automation, test-driven development.

PROFESSIONAL EXPERIENCE

Amgen Capability Center— Consultant

Lisbon, Portugal May 2024 – Sep 2024

- Revamped training and QA frameworks across six global regions, implementing KPIs that improved impact measurement by 30%.

- Developed detailed SWOT-based business cases for learning transformation, resulting in a 25% increase in process eCiciency.

- Optimized staCing models leading to a 20% reduction in training costs while enhancing quality outcomes.

EmblemHealth — Director of Operations, Quality, Training, and Knowledge Management

New York, NY Dec 2021 – Jan 2024

- Directed customer service optimization initiatives, achieving a 40% reduction in customer complaints through quality program enhancements.

- Implemented structured mentorship programs, fostering open communication and problem-solving skills among over 2,000 employees, resulting in a 35% increase in team engagement scores.

- Utilized metrics and analytics to identify and address root causes of dissatisfaction, implementing solutions that improved customer satisfaction scores by 35%. Designed, Implemented, tested and released Salesforce Knowledge for 3 organizations EmblemHealth — Multi-site Regional Manager

New York, NY Nov 2015 – Dec 2021

- Achieved operational excellence in Medicare and Medicaid products, leading to a 15% increase in member satisfaction ratings.

- Developed and implemented quality measures addressing social determinants of health, improving team performance metrics by 30%.

- Executed strategic investments in community partnerships, enhancing care models and member engagement initiatives.

Group Health Incorporated — Manager, Business Technical Services New York, NY Oct 2005 – Nov 2015

- Led IT operations projects, ensuring compliance with EPMO governance and achieving a 95% on-time project delivery rate.

- Collaborated with cross-functional teams to define project scope, schedule, and budget, resulting in a 20% reduction in operational costs.

- Acted as a liaison between departments to resolve claims processing issues, improving processing eCiciency by 25%.

EDUCATION

Master of Arts in Education (M.A.Ed.), Learning and Development, Trident International University

Master of Science in Human Services (MSHS), Leadership and Organizational Management, Capella University

Bachelor of Arts (B.A.), Healthcare Administration/Leadership and Management Capella University

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