Quality Customer Service

SHARON ANN GARY

**** ***** **** *****, **********, California 95826

Cell 916-***-****

Email: adfhvf@r.postjobfree.com

OBJECTIVE

I am a multi-skilled, multidimensional, result-oriented professional seeking new opportunities where my skills can secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.

PERSONAL PROFILE

13 Years of Leadership Experience

13 Years of Drug Rebate Accounts Receivable

10 years of Claims Processing Quality Assurance

Customer Service Delivery Knowledge

Ability to use tact and good judgment

Staff Relations and Motivation

Computer Savvy

Fosters and Rewards High Morale

Good Decision and Problem-Solving Skills

Positive and Professional with a great sense of humor

Able to adapt to variable workloads and changing priorities

Training and mentoring

Financial Reporting

WORK HISTORY

DXC Technologies May 2019 – June 2020

Supervisor

•Provides oversight of Drug Rebate Unit which consists of rebate analysts and clerical staff in meeting service delivery requirements for the Department of Health Care Services (DHCS) client

•Ensures Service Level Agreements (SLA’s) are met based on RFP requirements

•Ensures compliance to all company policies and practices

•Subject matter expert (SME) in Drug Rebate system enhancements and performs user acceptance testing prior to implementation into the production environment

•Facilitation of internal and external client meetings

•Performs monthly and quarterly accounts receivable reconciliation and balancing of drug rebate funds

•Responsible for rebate financial reporting to Centers for Medicare and Medicaid Services (CMS)

•Works closely with System Group in identifying system issues

Conduent October 2010 – May 2019

Supervisor

•Provided management oversight of Drug Rebate staff in meeting service delivery requirements for the DHCS client

•Performed internal Quality Control Audits and monitored staff productivity

•Streamlined processes to improve productivity and increase accuracy of processing

•Delivered performance reviews, guiding career development, steering growth opportunities and leaded the team toward continuously improving processes

•Staff hiring, mentoring and training

•Developed and maintained standard operating procedures, training guides and user manuals

•SME on the Drug Rebate Program policies and procedures

•Responsible for preparing financial reports

HP Enterprise Services June 2010 – October 2010

Business Analyst

•Contracted with the California Department of Corrections and Rehabilitation supporting the implementation of the Strategic Offender Management System (SOMS)

•Interact with the client and stakeholders, internal and external to HP to develop business processes designed to create solutions to standardize business processes and generate cost savings

•Create business process documentation (As-Is and To-Be), Use Cases, Functional Requirements, Business Rules and Fit-Gap analysis

•Interact with internal HP team members to develop an overall solution for the customer, this includes but not limited to; Functional Requirements, Business Rules, Business Process Documentation and verification of system software functionality

•Identify risks within the business solution and work to protect HP interests and provide the best solution possible for the client and end users

•Perform work product reviews to ensure all process and system functionality meets the expectation of the customer and make any modifications as necessary

HP Enterprise Services March 2007 – June 2010

Supervisor/Manager

•Provided supervision of Drug Rebate staff in meeting service delivery requirements for the Department of Health Care Services (DHCS) client

•Created Standard Operating Procedures (SOPs) for all Drug Rebate processes

•Created an Internal Quality Control processes

•Developed and maintained work schedules that aligned to meeting production goals/standards

•Delivered performance reviews, salary administration, and guided career development

•Drug Rebate invoicing and accounts receivable processing

•Performed table updates into the Rebate System

•Performed monthly and quarterly account reconciliation and balancing of drug rebate funds

HP Enterprise Services July 1997 – March 2007

Quality Assurance Analyst

•Performed quality reviews based on samples of work processed by various departments within Medi-Cal

•Acted as liaison between the Quality Management team and other departmental groups on quality issues and process improvement ideas

•Performed in depth research, analysis, to monitor quality and develop process improvement recommendations needed to respond to special quality assurance studies requested by DHCS.

•Provided trending reports and Quality Control (QC) stats to management

•Met with department leaders weekly to address QC stats and the training needs of staff

•Acted as a Third-Party Auditor/Educator to monitor the Claims department’s Kaizen sustainment audits

•Medi-Cal claims processing and auditing

SPECIALIZED TRAINING AND EDUCATION

•Basic Leadership

•Introduction to Leadership

•ISO Internal Auditor

•Problem Solving

•Personal Time Management

•Kaizen

•Lean Six Sigma

•Behavioral Interviewing

High School Diploma

Hiram W. Johnson High School

6879 14th Ave.

Sacramento, Ca. 95820

References available upon request

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