Customer Service Management

TAMIKA CHEEK TERRELL

*** ****** **** ******, *******-Salem, NC 2 7106 H: 3-36-448-**** C: 3-36-575-****

**************@*****.***

PROFESSIONAL SUMMARY

Motivated Business Analyst with the technical expertise and business acumen necessary to translate business

requirements and objectives into scalable, highly resilient and successful system solutions. Exceptional

organizational, project management and leadership skills.

SKILLS

Trained in Six Sigma methodologies Organized

SQL and databases Multi-tasking

Microsoft Office Suite Data mapping

Data trending Business development

Project management Project finance

Excellent managerial techniques Strong organization

Adobe software Excellent attention to detail

Financial and operational reporting Excellent communication skills

SPSS/STATA/SAS software

WORK HISTORY

Physician Quality Improvement Coordinator

Novant Health Medical Group - Winston Salem, NC 04/2012 - 0 8/2013

Mapped process activities to desired outcomes to rectify operational inefficiencies within provider

privilege appointment and reappointment process for Novant Health Medical Group.

Recommended operational improvements based on tracking and analysis using Cognos of all outpatient

procedures using CPT Codes.

Performed quality improvement bench marking analysis and identified savings opportunities by

reviewing each quality metrics focused on paid for performance indicators.

Researched and resolved issues regarding the integrity of data flow into Cognos and Epic databases.

Developed a set of metrics derived from raw company data to track improvements in organizational

efficiency.

Documented physician peer review processes and analyzed procedures to see that they would meet

changing Joint Commission Guidelines.

Specialty Practice Manager

Baptist Health an Affiliate of UAB - Montgomery, A L 03/2011 - 0 5/2012

Established and oversaw implementation of an effective budgeting and accounting system that

improved efficiency and reduced costs.

Presided over three practice implementation within four month time period.

Project involved closing of one private practice, hiring staff, implementing new electronic medical

record, establishing office protocols and procedures, and phase one of stroke certification.

Led the physicians and leadership in producing a business plan that focused on all aspects of facility

operations, including setting priorities and job assignments.

Achieved high staff morale and retention through effective communication, prompt problem

resolution, proactive supervisory practices and facilitating a proactive work environment.

As Human Resource Administrator, oversee staff recruitment, training, supervision, and appraisals

develop job descriptions and address employee issue.

Assessed the impact of current outpatient coding processes on physicians and billing.

Drafted ten financial reports per month.

Drafted 3 project proposals per year.

Developed forecasting tools and dashboards to analyze revenue variance, business pipeline and

industry trends.

Clinic Manager

Baptist Health an Affiliate of UAB - Montgomery, A L 12/2009 - 0 3/2011

Manage 5 provider gastroenterology, promoting excellent patient care of 200-250 weekly adult

patients through supervision of 15 employees.

Recruited, hired, trained and coached on average of number new employees per year.

Developed a system of staff communication that ensured proper implementation of treatment plans and

comprehensive patient care.

Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.

Educated staff on state and federal statutes, rules and regulations governing home care services.

Established and oversaw implementation of an effective budgeting and accounting system that

improved efficiency and reduced costs.

Developed and achieved financial and growth goals by reducing no show rate to 3%.

Monitored and analyzed financial, statistical and operational data trends.

Led monthly meetings with directors to analyze spending and provide financial recommendations.

Developed forecasting tools and dashboards to analyze revenue variance, business pipeline and

industry trends.

Office Manager/Executive Assistant

Novant Health Triangle Medical Group - Durham, NC 04/2007 - 0 1/2010

Encouraged creative thinking, problem solving, and empowerment as part of the facility management

group to improve morale and teamwork.

Routinely collaborated with practice managers to correct problems and improve services.

Investigated, provided and submitted information to Quality Department about special incidents,

events and complaints.

Cooperated and communicated effectively with physicians to ensure client satisfaction and compliance

with set standards.

Consolidated financial data and materials for key leadership meetings.

Ran and analyzed monthly revenue risk reports for the executive team.

Developed spreadsheet models for diverse projects and analysis.

Administrative Assistant

Novant Health Medical Park - Winston Salem, NC 01/2006 - 0 4/2007

Provides support for entering and editing payroll, recording committee minutes, and other support.

Developed spreadsheet models for diverse projects and analysis.

Identified risks associated with projects, contract approvals and other client accounting issues.

Analyzed projects for capital deployment.

LEAD EMERGENCY SERVICE COORDINATOR

Volvo Parts North America - Greensboro, NC 04/2005 - 0 1/2006

Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.

Responsible for maintaining all aspects of the site quality management.

Supervising all regulatory compliance activities and helping to enforce quality assurance policies and

best practice principals covering the safety, design, production and customer service satisfaction.

Top performer in call statistics and customer service excellence.

Led training exercises for other coordinators best practice for customer service and call statistics.

Mapped current processes for Michelin XR program and offered recommendations for improvement.

EDUCATION

Bachelor of Science : Health and Exercise Science

Wake Forest University - Winston Salem, NC 2006

3.2 GPA

Coursework in Community Health

Coursework in Human Resources Management and Accounting

Emphasis in Population Health

Bachelor of Arts: Psychology African American Studies Healthcare A

University of North Carolina at Chapel Hill - Chapel Hill, NC 1998

Minor in African American Studies

Cultural Awareness and Sensitivity Workshop

Coursework in Healthcare Administration

Coursework in Criminology and Criminal Justice

Coursework in Forensic Psychology

ACCOMPLISHMENTS

Reduced no show rate to 3% by streamlining work flow processes.

Circle of Excellence Award Novant Health April 2009

Customer Service Award Volvo Parts North America 2006

CERTIFICATIONS

Microsoft Office Specialist (MOS) Certificate

Master Certificate in Leadership Management

Master Certificate in Organizational Management

Master Certificate in Team Management

Master Certificate in Employment Management

Master Certificate in Analytical Management

Lean Six Sigma Green Belt

SOFTWARE

Cognos Report Studio, SQL Navigator, SQL*Plus, ErWin,

MS Office with Access, FrontPage, MS Project, MS Project, MS Visio, SigmaXL, SharePoint user,

Crystal Reporting, Epic, Horizon Practice Plus, Ggastro, Eclinical, and Medysis.

PROCESS:

Lean Manufacturing (Kaizen, 5s, Visual Management, Set

Up Reduction, Line Balancing, TPM) Six Sigma, business process modeling, process mapping, project

management, SBARQ, SWOT analysis, and data management for clinical research

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