Care Representative Management Specialist

April Edwards

M: 864-***-**** ********@*****.*** 414B Piedmont Hwy Piedmont SC 29673

Project Management Specialist

Human Resources

Goal-oriented Project Management Specialist offering more than eighteen years of experience looking to use my knowledge of budgeting, problem solving, communication, and people skills to obtain gainful employment with a company that will showcase my exquisite background and knowledge base. Proven career track of making positive organizational change, increasing employee satisfaction, production and retention, I offer the below listed core competencies:

Data & Root Cause Analysis Start-Up Operations Acquisition(s) Contract Management/Administration Troubleshooting Team Building Analytical Staff Motivational Training Change Management Task Management Project Management Problem Solving Time Management Peer Developmental Training Data Manipulation Risk Management Reporting/Budgets Resource Management Communications

Key Achievements

Maintained a 97% satisfaction rating over 24-month period as a customer care representative

Cut data processing time by 35% by suggesting new process improvement metrics

Hired and managed a team of 6 team members to successful manage launch a new management tactic for Henry Schein (HCS) customers/clients

Reduced time spent on projects by 20% by reorganizing and/or removing wasted steps in current processes

Organized quarterly volunteer projects with upwards of 25 volunteers per event

Professional Experience

Quail Hollow Club, Charlotte, North Carolina

(Oct 2022-Present)

Server-Member Concierge

Currently in the role of serving all members

Ensure members get the Quail Hollow Experience

Performs duties in a timely manner

Assist co workers and management

Henry Schein, Greenville, South Carolina (Feb 2015 – Feb 2022)

Implementation Project Manager (50hrs per week)

Currently servicing Leader of seven national accounts

Ensures compliance with Customer Rules of Engagement Policy

Bi-weekly large accounts audits and reporting

Creating and assigning multi-tier approval

Managed issues and risks to balance lifecycle cost, schedule, and technical performance.

Evaluated and measured the effectiveness of program systems and services

Works with internal departments to ensure problems are identified and tasks are completed

Coordinates, tracks and reports to Henry Schein Operations (HCS), and HCS Sales with updates regarding current implementation progress

Conducts kickoff meetings or calls to set timelines and expectations for implementations

Participates with HCS sales on calls/meetings regarding customer implementations

Works with HCS Sales (SAM, RSM or ZGM) and product category mangers to review sales by product/category for standardization and lower cost alternatives

Works with customers to promote our rules of engagement and primary supplier agreement to all sites to help drive and maintain internal as well as corporate compliance

Travels to HCS customer sites and suppliers upon requests

Participates in special projects as required

Henry Schein, Greenville, South Carolina (Dec 2012 – Feb 2015)

HCS Contract Coordinator (40hrs per week)

Ensured correct novation/Vizient customer rostering

Interfaced with IT to ensure requirements and standards are met in the development, implementation, and/or integration of newly added software, products and licensing within company programs and computer software used in everyday operations

Submitted Health Industry Number (HIN)/Drug Enforcement Administrator (DEA) request

Requested and followed up on membership eligibility

Maintained and emphasized contract compliance

Worked with major suppliers such as B Braun, Ethicon, Sanofi, Welch, Allyn, Covidien and updated contracts and cost

Prepared communications, Power Point presentations, executive briefings, training materials, reports, memoranda, policy statements, and other written documents to introduce and promote initiatives and offer recommendations relating to the project

Maintained cost changes as per suppliers request in contracts system

Maintained contract item updates and preformed vendor chargeback research

Greenville Hospital System, Greenville, South Carolina (Mar 2010 – Nov 2011)

Healthcare Administrator (40hrs per week)

Monitored the departments budget and prepared accurate reports

Kept detailed records of medical and office supplies stock

Informed employees of new polices and other charges

Developed work schedules for all employees

Coordinated with doctors, nurses and other healthcare professionals to identify their issues and needs.

Responded to questions from doctors, nurses, and patients in a timely manner

Ensured patient medical records are kept up to date

Ensured plans are consistent with Service goals, schedules, and polices

Planned, coordinated and established operating methods and procedures for accomplishments of project missions, as needed.

Conducted and documented end-to-end process modeling and mapping sessions (people, process and technology) that identify issues, develop creative solutions and enable implementing future designs that significantly improve operations

Monitored accessibility requirements and review board polices and guidelines

Ensured all departments comply with the current healthcare laws and regulations

United States Navy, Greenville, South Carolina (Mar 2006 – Jan 2010)

Administrator (40hrs per week)

Prepared, typed and routed correspondence and reports

Organized and maintained files

Received office visits and handling telephone communications

Operated personal computers, word processing, duplicating, audio-recordings and other office machines

Performed office personnel administration

Advised management and senior leaders on innovations and identifying business needs to uncover areas in need of deeper improvement. Meet with service wide customers to collect and define user requirements and design plans

Maintained records and official publications

Followed and prepared complex action plans and schedules for various phases of project accomplishment, both short and long term

Performed administrative functions for legal proceedings

Served as office manager

Performed other various clerical and administrative duties

United States Air Force, Charleston, South Carolina (Mar 2001 – Jan 2004)

Administrator (40hrs per week)

Day to day maintenance, including “end-of-runway, postflight, preflight thru-flight, special inspections and phase inspections

Diagnosed malfunctions and replacing components

Advised management on program initiatives, that lead, connect, deliver, and retain a high-quality diverse inclusive and cutting-edge workforce capable of accomplishing the organizations mission

Provided content management, collaboration, development and administration using SharePoint

Detailed inspection, record-keeping, and administration

Consulted with customers to identify learning objectives and conducted content analyzation, testing, and publishing

Supervised and coordinated of aircraft care, as well as such varied duties as “crew chief, repair and reclamation and crash recover duties.”

education

Southside High School - Greenville, South Carolina

Diploma (06/1997)

certifications - affiliations

AMS Certified – (02/2015)

Project Management Certified (04/2015)

Customer Service Certified (02/2017)

Professional Women in Healthcare Member (PWH)

Technical Proficiencies

Microsoft Office 365 Programs (Office, Oracle; Excel, PowerPoint, Word); Internet Explorer; Knowledge in automated computers and Supply Systems; Proficient in Multi-tasking various duties; Type 60 WPM / Steno 40 WPM; SharePoint;

(e.g., Services wide Video Editorial Board and Knowledge Management Advisory Committee).

Section 508, Self Help Online Tutorials (SHOTs), Camtasia, IRS, Enterprise technology infrastructure, TDQAS/ADDIE, Microlearning, Designer 2010/2013, Nintex, InfoPath, Python, Spark, IBM Watson, Big Data Analytics

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