L. Wendy Thomas

205-***-****

ad07q9@r.postjobfree.com

Summary of Qualifications

A highly skilled, Lean Six Sigma Green Belt Certified professional with over 20+ years combined experience in project management, customer service, and analytics. Articulate communicator and interpersonal skills with business acumen to deliver professional correspondence and collaborate with diverse teams. Working knowledge of Microsoft Suite Applications: Power BI, Excel, Access, PowerPoint, Word, and Desktop Publisher and SQL.

Professional Experience

Guidehouse Consulting (Previously Navigant)-UAB Medicine, Birmingham, AL April 2018- Present

Sr. Operations and Quality Manager, November 2021-Present

●Responsible for directing all customer service staff quality reviews and leading all training initiatives and interventions across customer service department that consists of 100+ individuals

●Responsible for education curriculum creation and delivery, account sampling and findings and presenting them to executive level management

●Responsible for developing staff training plans based on identified training opportunities and systematically addressing ongoing training needs across the department

●Utilizes quality audit templates and system resources to identify quality issues; follows the flow of information in conjunction with standard staff workflows to identify and document process breakdowns

●Quantifies the impact of process breakdowns using key performance metrics

●Develops clear recommendations consistent with leading practice process to remediate identified quality issues

●May conduct training classes to instruct employees on identified operational improvement issues and trends based on previous customer service quality reviews

●Keeps management informed of quality trends and other factors impacting staff ability to maintain defined quality standards

●Recommends updates to quality audit templates and training materials

Administrative Manager for Self-Pay/Customer Service, September 2019-October 2021

●Served as the Assistant to Director of Self-Pay managing more than 60+ agents ensuring the department is operating securely and effectively, including preparing and analyzing reporting, identifying trends, outliers and developing action plans

●Led 5 complex projects

oStreamlined data entry procedures by incorporating “Hot Keys,” increasing productivity by 3%

oDecreased Average Handle Time (AHT) more than 20%

oBoosted collection efforts more than 25% by using different call strategies

●Developed Quality Assurance Platform by focusing on low scoring customer satisfaction scores and developing soft skills training program.

oIncreased overall scores from 3.5 to 4.78 on 5.0 scale

●Appointed as Guidehouse’s Pillar Lead for the Black Inclusion Network (B.I.N.) for Recruitment and Retention of Alabama

●Authority on customer service operations project and process improvement for establishing single business module for UAB medicine and UAHSF platform

oReduced Average Called Handling Time by 23% percent by development of templates for agents

oDevised a customer service focused, automated Quality Assurance Scorecard, reducing errors by 45% and improving management time by 35%

●Collected, identified, analyzed, interpreted trends and/or patterns in complex data sets from multiple internal and external sources and provided business strategy recommendations to senior management to initiate, plan, execute,monitor and control strategies for improvement

●Implemented the Mentee/Mentorship Program for Existing and New Employee for Guidehouse/Navigant Platform of 8000+ professionals in more than 50 locations

●Initiated and implemented New Employee Onboarding Network (N.E.O.N.) Team for Self-Pay/Customer Service department for 125+ employees

oServe as facilitator/trainer for onboarding soft skill training: Workplace Etiquette; Customer Service 101; Communication; and Productivity

oSpear-headed and developed Striving To Appreciate Reps (S.T.A.R.) Team for Self-Pay/Customer Service department

●Responsible for screening, interviewing and evaluating potential candidates to hire for department of 80+ employees

Data Systems and Dialer Driver Administrator, April 2018-September 2019

●Subject Matter Expert in staffing optimization (workforce planning, staffing models, scheduling, process design, channel optimization, staff compensation, inbound/outbound call volume forecasting, etc.)

oDeveloped staggered scheduling for 60+employees to optimize efficiency, increasing productivity or decreasing hold time by 25%

●Produced, published, and distributed scheduled and ad hoc reports that show key performance indicators, identified areas of improvement into current operations, and displayed root cause analysis of problems to executive level reporting

●Created materials and delivered both face-to-face and video-based training and presentations

●Improved reporting mechanisms that gave business leaders and their teams consistent and reliable insights to help identify issues and provided the steps necessary to improve performance

oProduced over 90+ dashboards and charts and other data visuals to executive management

●Collaborated with senior sales management and provided market research, sales forecasts, and development of sales KPIs

oDecreased downtime by 15% through redesigning Call Centers operations to meet industry standard best practices related to data exchange

●Monitored and analyzed various dialing campaigns to determine effective dialing penetration and optimal calling strategies, right party contacts (RPCs), promise to pays, verification of demographics, and patient liability payments

Alabama Power, Birmingham, AL May 2012-April 2018

Customer Service/Scheduling Analyst, February 2015-April 2018

●Forecasted shift needs and Inbound call volume from historical data, current trends and the utilization of Workforce Management for more than 35,000 incoming calls

●Oversaw system wide timekeeping projects, including participating in project calls, completing testing, delivering training, and final product implementation

oExecuted new schedule bidding and vacation system for call center platform

oImplemented and streamlined new office hours for call center and Alabama Power platform

oCreated and programmed 65 new shifts to prevent down-sizing of existing 200+ employees

●Maintained monthly agent and supervisor report cards by acquiring data from 15+ sources in Excel and/or other database systems

●Held responsibility for workforce planning, monitoring call volumes, and providing database support for our workforce management software

oSupported the department by processing schedule adjustment requests for several call centers

oHeld responsibility for communicating scheduling gaps to more than 35 Supervisors and Team Leads

oHeld responsibility for time audits including but not limited to vacation, personal time, sick time, award time etc. for more than 200 employees

Business Specialist, May 2012-January 2015

●Provided inquiries for small to medium commercial and industrial customers as it related to electric service requests, applicable electric service rates, billing issues, electric service interruptions, and reconnections

●Initiated Customer Service Satisfaction survey for business call center department

●Implemented Annual Outdoor Lighting campaign incentive for 2013 & 2015

●Highest sales volume for 3 consecutive months within the first 6 months of hire

●Identified qualified electric end-use opportunities and coordinated with field sales organization

●Performed internal reviews of various departments to ensure SOX Compliance

●Provided EOM customer satisfaction performance results and reports to management

Brown Mackie College, Birmingham, AL

Adjunct Professor (Marketing and Business Administration), August 2013-January 2016 (concurrent)

●Provided competency-based education which aligned with the BMC/EDMC model of curricula as well as supported the BMC style of system delivery

●Designed and delivered class instruction through the development of instructional plans to meet course competencies, the development of activities which support lesson objectives, and delivered the instruction as approved

●Ensured blended delivery was successful and meaningful for the learner through use of the learning management system, including the faculty development course delivery evaluation form for 25+ students

Talladega College, Talladega, AL

Administrative Associate, Adjunct Professor, August 2010-April 2011

●Served as an adjunct professor in the Business Division teaching courses such as: Marketing, Finance, and Research Methods

●Assisted with departmental budget, goals, and acted as budget coordinator for Social Sciences and Education Division supporting 25 faculty members

●Liaison between departments and the division in the resolution of day-to-day administrative and operational problems

Course of Action, Birmingham, AL

Consultant, June 2009-2011

●Served as a strategic consultant on customer insights and analyses supporting all aspects of business

●Designed and implemented questionnaires and moderator guides to ensure the essential data was captured

●Collected and analyzed data to evaluate existing and potential product markets

●Made proposals for workflow improvements and departmental procedures through Customer engagement surveys

●Assessed customer delivery channels to improve customer profitability, measuring the performance of targeted marketing campaigns, evaluating, validating, and tracking model performance

●Performed complex analyses such as: customer profiling, segmentation, and data analysis and mining

●Formulated hypotheses, gathered results, analyzed data into user-friendly reports by translating technical data to marketing and sales leads

●Implemented direct marketing campaigns and customer communications including results analysis

●Recommended changes to marketing and product development based on market research and new trends

Bancography, Birmingham, AL

Director of Operations, Database and Market Research Analyst, 2001- 2009

●Managed 40+ employees in a Call Center environment

●Oversaw of all business projects from concept to delivery for 35+ financial institutions

●Controlled the organization’s operational budget and ensured it was implemented and maintained

●Conducted and managed surveys, developing sample plans and interpreting data results as requested by upper management and clients

●Conducted analyses; provided input and advice on research design, methodology usage, data analysis, questionnaire design, development, and implementation

●Analyzed results using industry benchmark studies for 35+ financial institutions

Education and Certifications

Strayer University, Birmingham, AL

Master of Business Administration, Finance and Management, April 2009

Jefferson State Community College, Birmingham, AL

Associate in Applied Science, Finance Administration

Finance Administration Certificate, 2003

University of Alabama in Birmingham, Birmingham, AL

Bachelors of Arts in Political Science, 2002

Bachelors of Arts in Sociology, 2001

Institute of Industrial and Systems Engineers, Birmingham, AL

Lean Six Sigma Green Belt Certificate, April 2020 – April 2023

Certificate ID: 16853841

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