**** ******* **. ***. *** Durham, NC *****

Mobile: 919-***-**** adjqbf@r.postjobfree.com

HIGHLIGHT OF QUALLIFICATIONS

Proven ability in creating and maintaining ad hoc reports for various projects

Demonstrated ability in creating and maintaining departmental procedures

Over 8 years of experience providing training and subject matter guidance

Demonstrated and recognized leadership abilities and skills

Proven ability to act independently and collaborate across functional areas

Over 10 years’ experience providing exceptional support in high volume call centers

Leadership experience with diversity and inclusion programs

EMPLOYMENT HISTORY

Blue Cross Blue Shield of North Carolina (Durham, NC)

Operations Specialist February 2013 to Present

Manage various ad hoc projects to collect data, track outcomes and report trends on multiple projects consecutively.

Recommended and implement changes on training modules and materials as needed.

Serve as a subject matter expert for employee inquiries around work process and procedures.

Act as a point of contact for internal and/or external projects as necessary.

Maintain and update our teams SharePoint site to ensure data accuracy.

Plan, organize and create training materials that meet specific needs for new hires

Coach, educate and guide members in Case Management and health program participation.

Provide coaching to Customer Service and assisting with customer calls and inquiry research.

Demonstrate systems and tools to be used by incoming new hires

Experience with virtual support though BlueForce during Open Enrollment in 2017.

Make direct high-volume outreach calls to targeted members utilizing effective engagement strategies and motivational interviewing techniques.

Support Specialist August 2008 to February 2013

Managed various projects consecutively by collecting and reporting needed information within assigned deadlines.

Coordinated with other departments to communicate time sensitive information to ensure deadlines are met. Included areas are claims, pharmacy, intake, utilization management, and engagement.

Maintained collaborative working relationships with internal and external vendors through telephone and email while maintaining at 95% quality average

Created various tracking tools that assist in maintaining inventory and provide trend reports

Supported other departments as a subject matter expert

Facilitated training of new team members during the first 90 days or as needed

Created and maintain team policies and procedures for daily job functions

Customer Service Specialist/Back-up Tech Support January 2006 to August 2008

Operated as a trainer of new hire classes by serving as a subject matter expert

Provided trouble shooting for and communicated with internal and external customers

Resolved 98% of first line escalated issues on an on-going basis

Worked simultaneously within multiple lines of business on claims, benefits, and billing matters

Johnston, Zabor and McManus (Durham, NC)

Associate Project Manager November 2004- March 2006

Created, updated, and maintained detailed project schedules and ensured all deliverables were met according to the schedule with a 96 percent completion rate

Oversaw and managed end-to-end development of projects according to the project specifications

Provided project status reports to all stakeholders to ensure deadlines were met

Conducted quality control audits using specified control measures

Reviewed quality audits with employees and provided coaching via one-on-one sessions to facilitate improvement

Maintained a 100 percent target deadline completion on each project

Collaborated with other departments to develop performance goals and tracking measurements to align with corporate goals

Medical Research Interviewer January 2004 – November 2004

Recruited physicians of different specialties to participate in different projects and focus groups

Conducted interviews via telephone with recruited physicians regarding different medical treatments and investigational medications

Maintained a 98 percent contact to completion ratio on each project

Developed various measuring standards implemented department wide

RDU International Airport (Raleigh/Durham, NC)

Security Screener November 2001-May 2002

Monitored and authorized entrance and departure of passengers, employees, visitors, and other persons to guard against theft and maintain security of premises.

Inspected all activities at the airport and ensured safety regulations are followed.

Operated detecting devices to screen individuals and prevented passage of prohibited articles into restricted areas.

Time Warner Cable (Durham/Morrisville/Raleigh, NC)

Customer Service Representative October 2000-October 2001

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Suggested potential products or services to management by collecting customer information and analyzing customer needs.

Recommended alternate products based on cost, availability or specifications

Proactively recommended items needed by customers to increase customer satisfaction and improve transaction profitability

Generated new and repeat sales by providing product and technical information in a timely manner

TECHNICAL SKILLS

Applications:

oMS Office Suite – Excel, Word, Access, PowerPoint, Communicator, Live Meeting, SharePoint, Outlook, Internet Explorer, Siebel, Magic, PowerMHS, Lawson and Workday

EDUCATION

Strayer University June 2013

AA Business Administration

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