Quality Assurance Customer Service

Shante Roddy, Quality Assurance Officer

Driving Change, Continuous Highly accomplished professional with 15+ year career creating vision,

Improvement & Best Practices identifying opportunities, resolving issues, strengthening operations,

Fostering a Culture of Quality Service enhancing collaboration and positioning organizations for continued

Management growth.

Establishing Relationships with

Business, Clients, Customers & Teams Process–oriented leader with strong transformation, automation and

Building Repeatable Frameworks & integration skills. Strength in analyzing, defining, introducing and driving

Processes adoption of models, standards, processes, and best practices that have

Fostering Communication and reduced cost, improved capability, achieved compliance and increased

Knowledge Sharing Amongst customer satisfaction.

Stakeholders

Providing Training, Mentorship and Passionate manager with proven ability to motivate, empower and lead to

Guidance to clients, customers and success. Verifiable track record of developing, motivating and

company members empowering teams to achieve established goals across constantly

changing environments.

Address: 7707 Dearborn Avenue, Cleveland, OH 44102

Phone: 216-***-****

Email: acdubl@r.postjobfree.com

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SS#1969

Shante Roddy, Quality Assurance Officer

Education, Training & Certifications

Project Management Professional (PMP), 2013

Lean Six Sigma Green Belt, 2012

Executive M.B.A., Beta Gamma Sigma Honor Society, Cleveland State University, 2011

Internal Auditor Certification, 2007

B.A., Communication, Alpha Kappa Mu Honor Society, Wilberforce University, 1998

Career Highlights

CGI, Cleveland, Ohio – 2007-1/2014

Built an impressive record of achievements through a series of increasingly responsible

positions for this global Information Technology company with focus on Government

Compliance and Healthcare Compliance programs and projects geared towards identifying

fraud, waste and abuse and recovery of improper payments.

Quality Assurance Officer, 6/2012-1/2014

Managed development, implementation and execution of a comprehensive quality assurance

program for a newly acquired multi-million dollar contract with Centers for Medicare and

Medicaid Services (CMS) to ensure SLAs are achieved; adherence to contractual requirements

and improvement of the overall quality and efficiency is realized.

Led development and implementation of the Quality Improvement Plan, which incorporates lean

Six Sigma methodology for continuous improvement of program operations.

Maintained and improve quality by leading and facilitating surveillance audits, investigating

customer complaints and collaborating with other members at all levels to develop new

procedures and training methods.

Prepared quality documentation and reports by collecting, analyzing and summarizing

information and trends including failed processes, corrective actions, and re-inspections.

Chaired governance and committee meetings including compliance, customer complaints, project

plan review, quality assurance, ethics and compliance, call center calibration, process

engineering, client reviews, peer reviews, UAT testing, inter-department collaborations, etc.

Established documentation review process; provided subject matter expertise; review and approve

development and improvement of SOPs and other program documentation.

Led development and implementation of call center quality monitoring, including calibration

sessions used to drive service excellence and customer satisfaction.

Developed and presented training sessions on various topics quality and compliance related

topics.

Project Manager, 7/2011-1/2013

Address: 7707 Dearborn Avenue, Cleveland, OH 44102

Phone: 216-***-****

Email: acdubl@r.postjobfree.com

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Shante Roddy, Quality Assurance Officer

Directed the development and implementation of Recovery Audit Contractor (RAC) services for Medicare and

Medicaid, working with a cross-functional team to meet program objectives.

Managed execution of six contracts existing commercial healthcare clients as well as business development and

implementation for three new agreements. Received commendation from one client for proactively identifying

areas for improvement, making recommendations, and facilitating execution.

Managed an aggressive timeline for program planning to ensure activities have proper resource assignments, tasks

are completed on-time, and deliverables are presented to the client/customer free of defects.

Developed presentations for team and client project meetings and reviews, and presented key initiatives for

implementation.

Created and managed the project team’s collaborative workspace and repository to ensure accurate record keeping,

in accordance with regulatory requirements.

Led improvement initiative for provider notification letter flow and timeframes; created process workflow for the

client and CGI’s team, demonstrating the changes, resulting in reducing lag time on recoveries and helping the

client meet revenue goals more rapidly.

Quality Management System Coordinator, 4/2007-6/2011

Provided ongoing mentorship and training to business unit members in the tools and techniques of project

management, business improvement, included process development, quality planning, customer/client

management, and problem solving.

Managed internal audit program for the business unit, leading a team of auditors in continuously auditing client

engagements and internal processes to validate compliance. Primary focus was identifying root cause,

implementing appropriate corrective actions, and providing valid recommendations for continuous improvement.

Restructured the business unit’s Quality Program to comply with ISO 9001 and corporate requirements, resulting in

successfully passing the last four recertification audits with zero nonconformities or system weaknesses. Served as

liaison to external audit team.

Managed the Client Satisfaction Assessment Program, establishing key metrics used to monitor and track client

satisfaction and reporting results, ensuring project managers implemented corrective actions to resolve client issues

and maximize performance.

Served as Champion/Change Agent, led corporate initiatives rolled out to the business unit, ensuring members were

provided communication, training, guidance, and mentorship regarding implementation.

As Compliance Officer, identified and assessed risks impacting the business unit and execution of client contracts;

validated adherence to compliance standards and regulatory requirements; provided compliance training; and

reviewed and monitored internal procedures and practices for compliance with requirements.

Served as Lead Writer for the Quality Corner section of the business unit’s newsletter, providing useful information

on the importance of quality and the critical role it serves in providing solutions to our clients.

Cuyahoga Metropolitan Housing Authority, Cleveland, Ohio – 2001-2007

Built an impressive record of achievements through a series of increasingly responsible

positions for this government agency. Provided advise, recommendations, and solutions

which positively impacted the quality of life of residents serviced through the program.

Housing Recertification Specialist, 7/2001-3/2007

Supported an internal project assignment for implementation of the Emphasis Elite Database

System for CMHA. Tasks included participating in roundtable discussions, advising

consultants on inter-departmental responsibilities and functions for system structuring,

training the user community on system usage, and providing continued guidance for system

A ddress: 7707 Dearborn Avenue, Cleveland, OH 44102

Phone: 216-***-****

Email: acdubl@r.postjobfree.com

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Shante Roddy, Quality Assurance Officer

improvement.

Managed a client base (800-1K) of low-income residents, determining continued eligibility

for CMHA housing/programs based on Department of Housing and Urban Development

(HUD) regulations and guidelines; included audit and analysis of client records for recovery

of underpayments and overpayments.

Represented the agency/housing authority, participating in court mediations and trials for

lease violations, which required providing sworn statements, written analysis, and

explanation of findings, as well as interpreting critical documents to support those findings.

Championed and executed HUD mandate for CMHA’s transition to Asset Based

Management, with each site serving as individual, decentralized business units. Tasks

included training housing managers on the recertification process, internal procedures, and

HUD regulations and requirements, as well as information data processing.

Served as Trainer for HUD training sessions on income integrity/monitoring. Training

focused on calculations and data entry of the Earned Income Disallowance and mandatory

income exclusions, utilizing case studies, PowerPoint presentations, and the computer

application designated for processing recertification data.

Further served as Contract Negotiator and Union Steward for the bargaining unit. Conducted

research and analysis of contract-related issues, and worked with key members of

management to proactively address labor/management issues.

Enterprise Rent-A-Car, Dayton, Ohio – 8/1998-12/2000

Fast-track promotions through dedicated 2 year career with this national retail company.

Branch Manager, 1998-2000

Spearheaded initiative to re-acquire Ford Dealership as exclusive account within our territory,

servicing the company’s internal and external customers. Major roles included consulting with

company executives and management, providing assessment of account and needs analysis,

training employees, restructuring vehicle fleet to accommodate client and marketing. Winning

the account resulted in increase in fleet growth and profits.

Spearheaded initiative to acquire Bank One contract to provide vehicles for relocation of

company employees from the closing Dayton operations to Indiana, which resulted in a

substantial increase in fleet growth and profits.

Managed employee performance, setting clear expectations and provided feedback to ensure

branch operational goals were achieved, as well as direct employee career planning initiatives

for trainees and interns to encourage development of knowledge and skills for promotability

within the organization.

Lead trainer, supporting company initiative to expand sales. Functioning in this capacity

required training and instruction to management, trainees and interns in areas of car sale

referrals, up-selling, product sales, and sales marketing with an emphasis on customer service.

The training initiative assisted the rental offices in being amongst top performers in sales and

customer service in the region.

Address: 7707 Dearborn Avenue, Cleveland, OH 44102

Phone: 216-***-****

Email: acdubl@r.postjobfree.com

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SS#1969

Shante Roddy, Quality Assurance Officer

Address: 7707 Dearborn Avenue, Cleveland, OH 44102

Phone: 216-***-****

Email: acdubl@r.postjobfree.com

Page 5

SS#1969

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