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Dmitriy Marchenko

analyst/ student

Denver Health / CSU

Technologies

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to SQL

Introduction to R

Intermediate SQL

Courses

Introduction to SQL

Introduction to R

Intermediate SQL

My Work Experience

Where I've interned and worked during my career.

Denver Health Medical Plan, Inc. | Aug 2020 - Present

Health Plan Enrollment Analyst

N/A

Denver Health Medical Plan, Inc. | Aug 2019 - Aug 2020

Enrollment Specialist

N/A

Benefits Data Trust | Jan 2017 - Jul 2019

Workforce Process Manager

-Overseeing 10,000 clients’ phone calls, 30,000 outreach letters, 7,000 benefit applications from 5,000 low income households, and internal processing and qcing of 1,500 documents -Evaluating business operations through value stream mapping seeking to increase efficiency without sacrificing quality Simplified the internal follow-up procedures to eliminate 15% of non-value added inbound calls -Creating capacity planning and scenario models that utilize the workforce while allowing for appropriate agent occupancy for a positive work experience Leveraged 70 FTEs amount of work over 6 campaigns and tens of millions of dollars in state, federal and private contracts -Exploring data from agent output and time studies to provide a cost-benefit analysis for systems innovation needs in the contact center Worked with programs department to remove non-policy needed practice and worked with engineering to automate submissions to decrease cost per enrollment by 20% -Communicating and collaborating frequently with all levels of the staff with a focus on employee buy-in, change management, and transparency Maintained an 83% occupancy rate for the employees while additionally working with contact center manager to allow for more employee autonomy -Collaborating with programs to understand and strategize how to operationalize new benefits application assistance, understanding how each state's specific guidelines will work within the existing framework -In collaboration with data science, utilized machine learning to assist with using historical data to predict if a client’s participation in document assistance will benefit them. Positively impacted 30% of our clients who had their application catered towards their needs.

Benefits Data Trust | Jan 2015 - Jan 2017

Workforce Coordinator

-Managed to the organization’s service level contracts by balancing forecasted workloads and internal capacity Ensuring 80/20 service level and 1 week document processing and qcing time -Created weekly schedules that would incorporate time off, training, and meetings to ensure accurate coverage and efficiency Utilizing erlang c formula with 15 minute intervals -Monitored all agent groups in real time and utilized capacity to delegate off- phone tasks such as outbound calling, submissions, logging, and project- related workload Consistently keeping our campaigns under budget and hitting contract goals -Supervised the document specialists team who oversaw 7,500 internally sent letters and who processed 1,500 documents received from clients' monthly: Integral part of isolating this function, gaining 20% in efficiency by doing so and increasing accuracy by 15% -Communicated contact center's overall statistics as well as providing solutions to areas of concern and ideas to improve efficiency

Benefits Data Trust | Jan 2012 - Jan 2015

Team Leader

-Supervised teams of 8-15 agents that assisted vulnerable populations by educating and helping them apply for public benefits over the phone -Managed daily workflow of balancing phone calls and off-phones work while ensuring extraordinary service levels for the organization’s KPIs -Mentored agents through bi-weekly coaching sessions that stressed call quality, call efficiency, technical and soft skills with the goal of increasing both efficiency and conversion rates while maintaining the highest acceptable quality -Endorsed and enacted process changes that improved quality and efficiency; completely overhauled the paper logging process and established over 90% accuracy rate while cutting the time per call by several minutes -Actively engaged in the hiring, on-boarding and training of 20-30 new hires

Benefits Data Trust | Jan 2011 - Jan 2012

Benefits Outreach Specialist/Benefits Quality Specialist

-Educated and assisted low income households with applications for public benefits as part of a three different campaigns to offer up to ten public benefits in three different geographical locations over the phone -Reviewed various paperwork required for benefits in heavy detail using state and federal document guides to ensure proper documentation for enrollment. Assisted with the quality control of these documents to ensure accuracy rates above 90% -Engaged monthly with the executive director as a member of the feedback team to discuss various topics about how to improve the organization -Attended community fairs and events to raise awareness about the organization, provide information about services and benefits offered and answer general assistance questions

My Education

Take a look at my formal education

Master of Science - MS, Data Analytics Colorado State University Global | 2022

Bachelor of Arts (BA), EnglishTemple University | 2010

Neshaminy High School

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