Imari Killikelly

Experience

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  Molina Healthcare

  Jan 2016 - Oct 2016

  Administrative Clerk

  In my role as an Administrative Clerk at Molina Healthcare in Long Beach, California, I spearheaded the development and implementation of a standardized, automated process for HIPAA form distribution. This initiative significantly reduced call times, errors, and waste, while also contributing to the creation of formal communications to support the adoption of new processes, ultimately improving operational consistency. My efforts were recognized and awarded for their impactful contributions to the organization. Show less

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  Heritage Provider Network (HPN)

  Oct 2016 - Apr 2017

  Coordinator, Quality Improvement

  In my role as a Coordinator, Quality Improvement at Heritage Provider Network (HPN) in Orange, California, I provided expert technical assistance to executive leadership in overseeing Quality Improvement processes, programs, and compliance. I managed QA for CMS reporting requirements, supported audit activities, and maintained NCQA Accreditation for HPN and its nine affiliated medical groups. My contributions supported HPN in achieving NCQA certification for Utilization Management and recertification in Credentialing, reinforcing a unified commitment to delivering the highest quality of care and service to its members. Show less

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  Beacon Healthcare Systems, Inc.

  Apr 2017 - Nov 2018

  Customer Success Analyst

  As the Customer Success Analyst for a small company, I embraced a versatile role, serving as an Implementation Specialist, QA Analyst, Project Manager, and coordinator of customer issue resolution, fostering strong client relationships post-conversion to SaaS systems. I managed ticket triage, dashboard prioritization, reporting, and troubleshooting while leading webinars with health plan leadership to drive adoption of Beacon's products.I excelled in interpreting client Scope of Work (SOW) and workflows to deliver high-quality project outcomes and collaborated with development teams to ensure alignment and delivery of requirements. Key contributions included technical assistance in data imports, configurations, and testing, as well as maintaining Health Plan Letters and support portals. I consistently ensured Service Level Agreements (SLAs) were met and empowered clients to manage complex configurations post-Go-Live, enhancing their experience and operational efficiency. Show less

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  Ontrak, Inc

  Dec 2019 - Oct 2021

  Application Support Specialist

  In my role, I developed a deep understanding of intricate workflow configurations and worked closely with the Senior Director of End User Services to streamline the service desk ticketing system, enhancing efficiency in ticket intake and resolution. Collaborating with my team, I created administrative and end-user support documents to foster understanding and self-help learning for our applications.I delivered key workflow improvements, introduced project intake forms for SaaS-related initiatives, and served as a Subject Matter Expert (SME) for a critical frontline application. My contributions included system maintenance, configuration, project planning, user story documentation, and testing for releases. Additionally, I built dashboards, provided reporting, and demonstrated new workflows to business leaders, while actively engaging with senior executives to ensure systems effectively supported business processes and created value. Show less

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  Xactly Corp

  Oct 2021 - now

  Premium Support Analyst

  As a Level III SaaS Support Analyst, I contribute to the management and retention of approximately $12M ARR across enterprise-level customer accounts by delivering expert support and fostering strong client relationships. Leveraging deep knowledge of organizational sales compensation and incentive strategies, I provide front-end product maintenance and resolve complex issues to ensure seamless SaaS integration and optimal performance.I regularly engage with senior management and C-level stakeholders to address technical needs and strategic goals, while advocating for customer-driven product enhancements. Collaborating with cross-functional teams, I help implement new features and improvements, consistently driving customer satisfaction and retention. Show less