Karli Simmons-Rice, PMP

**** ***** *****

Indianapolis, IN 46237

317-***-****

acv8su@r.postjobfree.com

Summary of Qualifications

Innovative and strategic thinker who is capable of leading teams, delivering high-quality projects in a complex and high-paced environment while improving process, quality, and performance.

Work Experience and Accomplishments

Highpoint Global – May 2014 to Present

Medicare Content Lead (Full time)

Leads a team of writers in developing plain language scripting for the Centers for Medicare & Medicaid Services.

Write, maintain, and oversee SOPs, as well as compliance documentation.

Manages projects from start to finish. Projects include cross-function collaboration between multiple (virtual) teams to ensure accurate development and timely delivery of products to the client.

Creates metrics to measure performance and quality, continuous monitoring of quality, and provides process improvement opportunities for existing products.

Conducts studies and research to transform data into helpful information to improve the effectiveness and efficiency of both processes and products.

Creates and maintains statistical, graphical, and narrative reports for both internal and external recipients.

Keeps internal and external partners up-to-date on project status through written and verbal communication.

Researched and analyzed a problem with customer service representatives (CSR) failing to follow Web Chat scripts. Their errors often lead to customers not receiving an answer on first contact. Established the objectives and managed the Web Chat Redesign project, which improved the CSR scores by 6.9%. Created measures for each of the Web Chat conversations based on objectives. These standards are now being used in other projects on the Content team.

Highpoint Global – March 2013 to May 2014

Medicare Content Writer/Specialist (Full time)

Researched, wrote, and edited plain language scripting for the Centers for Medicare & Medicaid Services.

Used Medicare and Marketplace policy, as well as other statistical data to analyze accuracy and efficiency of products.

Prioritized and managed product deliverables, while continuously reviewing process to improve efficiency and reduce potential errors.

The then current call scripts contained dated materials, were hard to follow, and the planned call flow was nearly impossible to achieve. Developed a new set of scripts that were easier to use, supported call flow, and had better transitions with the most up-to-date information.

Indiana Secretary of State – March 2012 to March 2013

Investment Education Coordinator (Full time)

Managed all program aspects of Indiana Investment Watch (IIW) in coordination with the executive team.

Conducted studies and gathered data through market and trend analysis. Used data for continuous improvement and expansion of the program.

Developed quality measures and monitored quality of program. Created quality reports and delivered updates to the executive team.

Planned and managed events focused around investor education.

Managed the IIW website and social media initiatives.

Wrote and maintained ongoing publications and training manuals.

Successfully rebranded the IIW program. The IIW brand was perceived as a program for senior citizens who experienced financial fraud; rebranding opened the program up to more age groups as a free financial education program. Rebranding the program included partnering with major players for younger targeted audiences, and implementing a social media presence that successfully gained 200 followers on Facebook and over 500 followers on Twitter within days of creation.

Simmons Communications – December 2011 to March 2012

Public Relations Consultant (Per contract – Part time)

Conducted research and used data to develop strategic public relations and marketing plans.

Identified and measured quality metrics for each initiative.

Completed website and social media initiatives.

Provided technical and content writing.

Successfully rebranded the Hendricks Symphonic Society. The brand was stale and attracting only loyal symphony-goers. Rebranding increased audience size approximately 50% and a younger audience started becoming more involved.

The Naked Monkey – May 2010 to December 2011

Esthetician (Full time)

Performed services as booked within a timely manner, following state regulation, with high satisfaction rates.

Trained new estheticians on proper procedures and techniques.

Researched and wrote training on latest leading trends in esthetics.

Participated in planning and writing for social media initiative.

The Frugal Decorator – December 2007 to May 2010

Bookkeeper (Full time)

Entered, tracked, and reported invoices.

Created expense reports.

Assisted with account reconciliation.

Performed demographic research for marketing initiatives.

Roche Diagnostics – November 2006 to December 2007

Customer Care Specialist, Technical Assistance (Full time)

Answer incoming calls from clients experiencing technical issues with their devices.

Evaluate client needs and resolve issues through troubleshooting, education, or device replacement.

Wrote reports per FDA regulations.

Education

BA English, Butler University (2006)

Active Certifications and Affiliations

Licensed Esthetician, Empire Beauty (2010)

PMP, Project Management Institute (2015)

Training

Managing Multiple Projects, IUPUI (2014)

Business Writing, AMA (2015)

Knowledge, Skills and Abilities

Analytical

Analytical thinking (7 years)

Analyzing (7 years)

Business Analytics (2 years)

Data Analysis (3 years)

Data Analytics (2 years)

Information Collection (7 years)

Metrics (3 years)

Call Center

Call Center Leadership (1 years)

Call Center Representative (1 years)

Communications

Written Communication (11 years)

Public Speaking (4 years)

Government

Centers for Medicare and Medicaid Services (3 years)

Food and Drug Administration (1 years)

HIPAA (5 years)

Management

Project Management (2 years)

Program Management (1 years)

Project Implementation (3 years)

Operations Management (3 years)

Plan Development (3 years)

Technical

Microsoft Access (1 years)

Microsoft Excel (7 years)

Microsoft Outlook (7 years)

Microsoft PowerPoint (3 years)

Microsoft Project (1 years)

Microsoft Word (17 years)

SAP (1 years)

Visio (1 years)

Web Content Development (2 years)

Web Design (1 years)

Quick Books (1 years)

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