Project Management Financial Services

Lakeisha Stancil

Richmond, VA *****

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

Professional Summary

Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process, and resource optimization.

Skills

Financial Services

Standard Operating Procedure

Reporting Analytics

Confidential Records Management

Business Performance Improvement

Report Creation

Corrective Actions

Continuous Improvement

Change Management

Process Automation

Microsoft Excel

KPI Development

User Acceptance Testing (UAT)

Trend Analysis

SOP Development

Project Management

WFM

Analytics

Statistical analytics

Advanced Microsoft Suite

Work Experience

Business Performance Analyst Lance Soft

Richmond, VA - May 2021 - Current

Job description:

Provide leadership on multiple concurrent projects to identify, evaluate, prioritize, scope, and meet objectives for business processes within the entire business unit without jeopardizing reliability, availability, or safety.

Conducts benchmarking and best practice analysis of the business unit's processes against both industry and non-industry processes.

Lead activities of matrixed, cross-functional project teams; generate sponsorship and manage customer expectations for projects.

Bring projects to closure.

Identifies opportunities to improve the efficiency and effectiveness of the business processes within the entire business unit without jeopardizing reliability, availability, or safety.

Develops business cases to support recommendations; and monitor the progress associated with the implementation of recommended changes.

Applies process modeling tools, process improvement methodology, benchmarking, project management, and change management to projects.

Reviewed internal systems and organized training plans to address areas in need of improvement.

Gathered and analyzed quality statistics to determine trends.

Trouble shooting of companywide system issues during system enhancements and on a daily basis for any possible issues.

Perform other duties as requested or assigned.

Workforce Management Analyst Icma-rc Services

Richmond, VA - December 2016 - January 2021

Job description:

Supported in exploring data files to determine trends and relationships between variables.

Assisted with qualitative strategic projects by conducting independent research and collaborating with internal stakeholders.

Leveraged Excel to mine and analyze large datasets, drawing valid inferences, and presented findings to leaders across Enrollment Experience and Customer Engagement teams.

Organized and transformed information into comprehensible structures.

Used tools and techniques to visualize data in easy-to-understand formats, such as diagrams and graphs.

Determined how critical data and KPIs were addressed in new systems.

Developed and built analytic requirements into core systems to ensure comprehensive metrics were supported.

Gathered operational data from various cross functional stakeholders to examine past business performance.

Identified data patterns & trends, and provided insights to enhance business decision making capability in business planning, process improvement, solution assessment etc.

Created basic to sophisticated ad hoc report requests:

Used insights from data exploration to prepare basic visualizations and PowerPoint reports for clients requesting the data.

Provided documentation and write business requirements to assist with the automation of reporting and data tools for quality, enrollment, & customer engagement teams.

Processed reports across multiple internal teams.

Communicated with stakeholders to understand data content and business requirements.

Worked with senior staff to reach out to client to clarify asks and debrief with client to explain data insights and confirm reports.

Contributed to periodic audits of data within business systems/platforms.

Worked with Analytics organization to ensure data quality and accuracy.

Downloaded required data and created pre-defined reports as per defined schedule.

Sent out reports to stakeholder group and answers basic questions pertaining to the report.

Call Center Team Manager Bolton Valley Group

Reston, VA - July 2012 - December 2016

Job description:

Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Trained team members on performance metrics and consumer behavior identification.

Supervised 10 representatives in providing excellent customer service to callers requiring assistance for software setup and help desk issues.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Minimized workflow issues by cross-training staff on technical procedures, protocols, and customer service practices.

Executed Monthly Performance Plans with representatives to to identify production gaps.

Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

Developed process controls and metrics for daily management of call center.

Call Center Supervisor Kaiser Permanente

Silver Spring, MD - January 2007 - May 2012

Job description:

Lead specialist supporting Medicare Part D projects with new program roll out.

Provided quality assurance monitoring for a team of 15-20 monthly.

Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals.

Led daily team meetings to review performance, set targets and motivate staff.

Resolved escalated customer issues promptly and professionally to maintain satisfaction.

Recruited, trained, and onboarded new agents, maintaining exceptional service standards.

Improved average hold times, resolution rates and satisfaction scores through staff development.

Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.

Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Trained team members on performance metrics and consumer behavior identification.

Supervised 15-20 agents in providing excellent customer service to callers requiring assistance for Health care account and appointment issues.

Education

University of Phoenix

PHD Healthcare Administration

Graduation Expected October 2024

University of Phoenix

Master of Healthcare Administration

Graduation May 2017

University of Phoenix

Bachelor of Healthcare Administration

Graduation March 2014

University of Phoenix

Graduate Project Management Certificate

Organizations National Society of Leadership and Success Since 2022

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