Service Delivery Business Process
Resume:
Georana Gainey
ranabhoo@ gmail.com
Skills
Technical Skills
● Software & Tools: Microsoft 365 Security & Compliance, Microsoft Excel, Communication Technology, Automated Algorithms, Digital Channel Monitoring
● Data Analysis & Reporting: Data Analysis and Reporting Professional Skills
● Business Process: Business Process Design, Service Delivery, Vendor Management, Legal Compliance, Strategic Planning
● Marketing & Media: Marketing, Media & Entertainment Strategy, Trendspotting and User Flags
● Content Management: Content Guidelines, Content Moderation Policies Soft Skills
● Communication: Communication Technology, Receptionist, Conflict Resolution, Problem Solving
● Teamwork & Management: Employee Orientation, Training and Onboarding, Performance Management, Stakeholder Relationships
● Critical Thinking: Critical Thinking, Time Management Leadership & Strategy
● Strategic Planning: Strategic Planning, Trendspotting and User Flags
● Management: Performance Management, Service Delivery Industry-Specific Skills
● Healthcare: Health Case Management
● Retail & Sales: Retail Sales
● Digital & Media: Media & Entertainment Strategy, Digital Channel Monitoring Experience
December 2025- Current
2
Artech (Provider Enrollment Specialist)
● Interact professionally with providers and ancillary staff to provide appropriate and timely response to inquiries and concerns regarding provider enrollment and file maintenance for Medicaid programs
● Process to completion 100% of assigned applications
● Utilizing documented work instructions daily and meet minimum daily quotes
● Send out deficiency letters to notify providers of incomplete app August 2024-October 2024
IMCS group (Content Review Analyst)
● Conduct research,when required to develop writing/prompt ideas
● Rewrite a subject of conversations following guideline and requested guidelines and request prioritizing safety, creativity and correctness
● Write from scratch prompts and/ or answers, Write dialogues for selected topics
● Audit high priority content,based on project requirements May 2024-July 2024
National Western Insurance Life Austin,Tx (CSR Specialist) Temp Position
● Print and mailed annual statements daily
● Complete service request sent in from policyholders such as beneficiary changes, ownership changes, name changes, Dob and address changes
● Processed loans
● Go over corresponding sent in and make sure its accurate in the system and completed properly
September 2021 - Jan 2024
Accenture Flex Austin, TX (Trust & Safety Representative)
● Provide functional and /or technical support for resolution of customer problems, incidents,issues, requests and queries. Liaise with other support teams, or product teams as required to solve requests, issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on transaction processing.
● Provide customer service/ call center support pertaining to Health Services Claims Grievance. A high degree of customer service and communication is needed. Through research and coordination with client teams, address customers related to :Claims Grievances/ unpaid claims.Benefits that weren’t covered and they are being charged.
● Confirmed pre authorization for cpt codes listed for surgeries 3
● Content Review Analysts are expected to provide quality assurance and improve machine classifiers to ensure safety of the platform for all audiences and cross-functional teams. Daily responsibilities include reviewing select content against the policies and training. Service requirements for each reviewer is to review and analyze a target number of content per day with a classification system based on a set of policy guidelines which will be provided.
● Reviewed an average of 150 pieces of content daily, leading to a 100% increase in compliance accuracy and significantly improving machine classifier performance.
● Demonstrate critical thinking and attention to detail to review content against existing policies. Consistently meet the team's daily targets. Be a helpful mentor for new hires. Support urgent requests and projects while collaborating with cross - functional teams.Conduct market research to prepare for new product launches.
● Revised and enforced content moderation protocols, complying with current legal regulations while addressing troublesome trends and user flags.
● Developed relationships with vendors and subject matter experts, ensuring effective communication and successful resolution of escalated content issues.
● Monitored multiple digital channels to identify offensive, inappropriate and illegal content, actively removing or addressing accordingly. May 2023-Nov 2023
Global Logic Austin, TX (Associate Analyst)
● Help design processes for QA of entered data
● Made 10 annotations for per video clip providing descriptions for users POV
● Reviewed Al samples and provided the best response to user queries
● Communicate and participate on project forums
● Provide ongoing feedback on tools and processes
● Monitor satisfaction and help drive programs to improve numbers
● Edit and enhance content for clarity and correctness per guidelines
● Ensure the summaries do not negatively affect the welfare of people or well being of society
October 2020 - September 2021
Teleperformance Killeen,TX ( Customer Service Sales Representative) 4
● Handle and carefully respond to all customers inquiries by building excellent rapport & confidence, identifying their needs and take strategic action in a timely manner
● Provide excellent customer service through active listening on every interaction
● Troubleshoot and resolve customer issues
● Took inbound calls with high call volume 100 plus a day Education
August 2016 to May 2019
Wheeler High School Marietta, GA
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