Customer Service Business Analyst

CHELSEA KIRKSEY

QUALITY COMPLIANCE ANALYST

678-***-**** *************@*****.*** Chattanooga, Tennessee OBJECTIVE

EDUCATION

Quality- driven Analyst ensure that management and employees of the organization comply with all applicable laws, regulations, rules, and standards. Leadership, Audits, Risk Management, Customer Service, Documentation, Research, Government and Commercial Insurance, Data Modelling, Data Mining, Data recovery, Payment Integrity Operations and Financial Management.

Associate of Science: Lincoln

College- Marietta, Georgia 06/2015

GPA~ 3.73

Business Analyst Certificate:

International Association of

Professions Career College 04/2022

GPA~ 4.0

KEY SKILLS

● PROJECT MANAGEMENT

● COMMUNICATION

● CRITICAL-THINKING

● REPORTING/PROTOCOLS

● CUSTOMER SERVICE

AWARDS

● EMPLOYEE OF THE MONTH

● LEADERSHIP AWARD

● BEST PERFORMER AWARD

EXPERIENCE

February 2024 to Present

Quality Assurance Associate 1~ Sanofi ~Contractor

• Reviewing, logging, uploading, indexing, and archiving of completed batch records.

• Maintaining original executed batch documentation file, related logs and tools for quality metrics.

• Assists in Document Control areas of responsibility as needed.

• Achieved the safety, efficacy, purity, and quality of manufactured products through compliance quality standards, regulations and established procedures utilizing the SAP System and varies systems. June 2023 to February 2024

Pricing Analyst ~ Five Star ~ Chattanooga, Tennessee ~Hybrid

• Managed costing analysis and pricing options to present to Sales/Marketing team for customer negotiations.

• Assist in planning, developing, and evaluating pricing strategies at a macro and micro level in line with business strategy.

• Analyzed/Monitored competitor pricing, preparing market share and revenue forecasts, and comparing the outcomes of different pricing strategies. Adhere to established QR expectations.

• Manage activity database to reflect case assignment and forecast accurate status of case activity. Effectively utilize analytical and problem- solving skills to recognize problems and reconcile solutions.

• Performing strategic analysis, implement adjustments in order to increase accuracy. statistical models, business insights, and marketing strategies in demand plan.

• Managed reports and data needed for the Consumption/Shipment Models each month for all Brands.

• Facilitated strategies and continuous improvement inventory reduction while maintaining high Customer Service level metrics. April 2021 to April 2023

Quality Assurance Analyst II~ Conduent, Inc.~ Remote~

● Reviews for performance standards (SLAs) required under contract. Compares various sampling techniques and identifies correct samples for auditing. Call Center Audits/ Customer Service

● Identify trends, Implementation for Standard Operations, improve policies and procedures, training clients and staff requirements for operational adjustments, improving Risk Management

● Coaches Level 1 auditors on sampling techniques and business process knowledge. Analyzes work produced for errors.

● Interacts with external auditors to include (SOC 1) Service and Organizational Control Report.

● Effectively utilize analytical and problem-solving skills to recognize problems and recommend alternate solutions.

● Perform Ad Hoc reporting for demand analysis and operations and other teams as requested.

October 2017 to March 2020

Compliance Analyst III~ Upstream Rehabilitation Inc ~ Chattanooga, Tennessee~ Hybrid~ Remote

● Publicized Health and Safety program requirements and mentored.

● Managed full life cycle of assigned audits in alignment with employees on the critical nature of compliance. Departmental procedures, delivering progress as well as closing reports to senior management and clients with software systems. Customer Service Management

● Collaborated with HR and IT to develop and implement code of business and ethics and anti-harassment policies and related personnel training.

● Designed and developed reports using SQL server reporting services. Analyzed all audit results and resolved all compliance issues. February 2016 to November 2017

Senior Revenue Consultant/Medicare Quality Analyst ~ Dignity Health/Optum360 ~ Atlanta, Georgia~ Remote

● Developed executive compliance presentations and reports to facilitate project evaluation and modify systems to improve workflow improvement in Revenue Cycle and Payment Integrity Operations.

● Orchestrated Compliance projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.

● Updated operational methods, Researching, oversaw accounting procedures, tracked information and compiled data to improve efficiency. Basic troubleshooting tasks.

January 2014 to April 2016

Senior Billing Specialist/Insurance Advocate ~ Georgia Kidney Associates ~ Marietta, Georgia

● Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues.

● Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and

accurate payments. Patient Advocate/Benefits

● Learned software engineering compliance process improvements and best practices within various software systems.

● Designed and developed compliance reports using SQL server reporting services.

COMMUNICATION

Provided effective communication with my team of ten, managers and stockholders. Actively listen to my team ideas. Strategize project planning to reach company goals. Utilizing varies of software for reporting. LEADERSHIP

Successful at leadership, customer service, detail oriented, analyzing data and implementation expert in Business Operations. Research support, Compliance protocols, Investigation Corrective actions, Project management, monitoring trends, complex issues, reporting and problem resolution. Process Operational improvements and Risk Management assessments offering 15 years' experience.

REFERENCES

[Available upon request.]

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