Experience

Spark Thought

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Operations Coordinator

  • Feb 2022 - Present



Self Employed

• United States
• 700 & Above Employee

• Virtual Assistant Consultant

  • Apr 2020 - Present

  Provide administrative and operational support. Manage team calendar, coordinate meetings, virtual meeting assistance, transcribe meeting minutes assuring information is easily discerned and communications are clear. Document management cataloging and archiving policies and data entry. Provide administrative and operational support. Manage team calendar, coordinate meetings, virtual meeting assistance, transcribe meeting minutes assuring information is easily discerned and communications are clear. Document management cataloging and archiving policies and data entry.



Matrix Medical Network

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Business Delivery Advisor

  • Oct 2016 - Aug 2021

  Promoted| Business Delivery AdvisorEstablished cross-functional department relationships as a liaison between the contact center and other departments within the organization to deliver company initiatives and provide quality success for the organization. Oversight and direction to ensure accuracy and timeliness of all contact center objectives related to supporting performance of KPIs and quality assurance initiatives, development and oversight of action plans, report information related to the area of responsibility. Create and maintain all project documentation, transcribe meeting notes, updates and tasks as well as conduct project/pilot launch meetings, ongoing meetings and weekly project status meetings. Create and maintain document library of comprehensive cross-departmental contact center processes and procedures such as job aids, workflows, FAQs, SOPs, and facilitation of materials to transition projects post go-live for contact center training for stakeholders. Reviews, modifies and enhances process and procedures to ensure member interactions are conducted in full compliance with client and company requirements for client audits. Collaboration and review of conversation guides and client requirements for contact center approval with Account Management, Member Feedback, Client Implementations, Quality Assurance and Leadership. Oversight and direction to the quality assurance calibration sessions and remote monitoring sessions for feedback, coaching and mentoring of call center associates. Provide data and reporting around monitoring, collecting, analyzing trends and behaviors and review of staff member performance.

• Senior Clinical Support Coordinator

  • Aug 2014 - Oct 2016

  Promoted| Senior Clinical Support Coordinator Assist Nurse Practitioners with schedule routing, optimization changes, cancellations and Sys-Aid queue for provider and schedule related issues. Supervised a team of 6–8 employees; mentoring and coaching; level loading team of 20-40 CSCs assigned routes for 24-72 hour durations. Responded to escalation calls, requiring management takeover. Facilitation of training material to employees. Monitored and reviewed calls for compliance. Investigated calls associated with member or nurse practitioner complaints. Transcribed team meeting minutes. • Awards and Accomplishments2016: All Star Senior Award 6 times, Best Overall team performance Award 8 times, Leadership Award, Stellar Support Field Nomination Award 3 times, 7 Consecutive Months Awarded Best Overall Team Performance 2015: All Star Senior Award 6 times, Best Overall team performance awarded 4 times, Leadership Award, Most pull forwards, highest confirmation calls, and lowest cancellations

• Clinical Support Coordinator

  • Apr 2013 - Aug 2014

  Promoted| Clinical Support Coordinator Assigned 8 providers in a geographically challenged region of West Virginia with routing optimization and providing assistance as needed to providers and health plan members. West Virginia analysis of visits lost due to address limitations; Implemented a new process of geotagging (longitude and latitude coordinates) and increased morale and visit completion rates for providers by 35%.

• Member Relations Specialist

  • Nov 2012 - Apr 2013

  Interacted with health plan members via phone, chat and email to provide information in response to inquiries and assisting to schedule in-home assessments and screenings with a nurse practitioner. Follow standard policies/practices and works to meet or exceed departmental scheduling Key Performance Goals (Attendance, ACW, Work loss, Schedule Adherence, Assessments scheduled per hour, Call Quality, etc.). Accurately and concisely, document customer feedback and special needs indicated during each call in CRM systems. Identify and address the member’s concerns and anticipates future needs by providing additional information, as needed,• Awarded - Most Scheduled Visits (duration of one shift): 35 Lives Changed • Received accolades from managers on attention to detail on notations made on member’s profile to locate their residence which resulted in higher completion rates of visits scheduled



Destination Maternity Corp (Motherhood Maternity® and A Pea in the Pod®)

• United States
• Retail
• 500 - 600 Employee

• Store Manager

  • Feb 2006 - Apr 2012

  Maintained day to day operations by of sales, recruiting/hire, training, coaching, counseling employees; planning, monitoring and appraising job results for direct hires. Measure metric goals and historical sales data tracking. Implemented client based selling technique process to increase sales quotas by 20% to meet company and personal sales metrics. Markets merchandising of sales promotion and display plans; analyzing operating and financial statements for profitability ratios. Maintained day to day operations by of sales, recruiting/hire, training, coaching, counseling employees; planning, monitoring and appraising job results for direct hires. Measure metric goals and historical sales data tracking. Implemented client based selling technique process to increase sales quotas by 20% to meet company and personal sales metrics. Markets merchandising of sales promotion and display plans; analyzing operating and financial statements for profitability ratios.