Diane Mercado

Coordinate end-to-end global programs for a 2,500+ employee Internal Audit population, aligning stakeholders, schedules, systems, communications, reporting, risks, and closeout across multiple concurrent workstreams. Led two LMS migrations and built Excel-based leadership reporting.

Led the design, development, and delivery of learning programs tied to business priorities, including new hire onboarding, process changes, and leadership development. Partnered with senior leaders and SMEs to assess learning needs and build practical training solutions.

Designed and delivered instructor-led and virtual learning using adult learning principles and instructional design methods. Worked with SMEs and project teams to launch training for new products, services, systems, and processes.

Managed high-volume quality-assurance work against policy and internal requirements, balancing turnaround expectations with accuracy and compliance. Analyzed recurring errors and operational trends, translating findings into recommendations.

Resolved complex claim adjustments involving overpayments, underpayments, inquiries, and system configuration issues across dual adjudication systems. Became a go-to peer resource and served as an SME in training material creation.

Processed international and domestic medical and dental claims across Actisure and CICS while applying policy provisions, eligibility rules, and coordination-of-benefits requirements. Selected to audit VIP member and provider claims for quality and consistency.

Supported members and providers with benefit and claim inquiries by phone and email, including escalated cases requiring timely resolution.

Coordinated daily work for a 12-person team while managing site operations including inventory, budget administration, payroll, hiring documentation, calendars, and customer relationships. Maintained service and operating standards that contributed to contract renewal.

Recruited, trained, and developed teams of up to eight employees, coaching performance while managing personal and team objectives. Regularly ranked among the company's top three corporate trainers.

Bachelor of Arts in Business Administration from Eastern University, Philadelphia, PA, completed in 2013.