Customer Service Operations Management

***********@*****.*** 678-***-**** Greater Atlanta, Georgia area

Professional Profile

Results-driven Process Lead with over 15 years of experience in customer service, operations management, and workflow optimization. Adept at monitoring work requests, ensuring compliance with service standards, and implementing process improvements to enhance team efficiency. Expertise in training new team members, tracking productivity metrics, and facilitating seamless integration of new procedures into existing operations. Proven ability to liaise with clients, resolve escalations, and drive business performance through data-driven decision-making.

Core Competencies, Training & Certifications:

●Workflow & Process Optimization

●Quality Control & Compliance

●Team Leadership & Training

●Customer Service & Client Relations

●Data Analysis & Performance Metrics

●Project & Operations Management

●SLA & Policy Adherence

●Microsoft Suite & System Troubleshooting

●Concur/Omega (Domestic & International Travel Management)

●Time and Attendance System (TASNET)

●Vendor Supplied Training System (VSTS)

●CCPS Cardholder

●Integrated Contracts Expert (ICE)

Education:

Arizona State University, Tempe, AZ – May 2016

Master of Liberal Studies

Central Michigan University, Mt. Pleasant, MI – December 2013

Bachelor of Science in Community Development Health Sciences

Key Skills & Competencies:

●Program & Project Management, Administrative Support: Proficient in managing multiple assignments, special projects, and high-stakes deadlines across diverse sectors. Skilled in streamlining operations, managing travel and procurement.

●Technical Expertise and Problem Solving: Experienced in using multiple software systems for reporting, travel management, document tracking, and e-discovery. Expertise in identifying operational inefficiencies and developing targeted solutions. Proficient in enterprise software including Concur/Omega, IRIS, and VSTS.

●Process Improvement & Workflow Optimization: Proven ability to analyze current processes, identify inefficiencies, and implement streamlined solutions to improve accuracy and productivity.

●Leadership & Team Management: Skilled in mentoring and training new team members, establishing clear workflows, and ensuring adherence to best practices.

●Training & Development: Adept at onboarding new employees, creating training materials, and ensuring team competency in operational functions and compliance protocols.

●Client Communication & Issue Resolution: Experienced in liaising with stakeholders to clarify requests, resolve ambiguities, and provide accurate, timely solutions.

●Data Management & Reporting: Proficient in tracking key performance metrics, producing reports, and supporting data-driven decision-making.

Experience:

Centers for Disease Control and Prevention — Atlanta, GA

Business Support Specialist

November 2023 – February 2025

●Spearheaded day-to-day operations while providing strategic administrative support to management, enhancing overall organizational effectiveness.

●Served as the primary liaison with HR, overseeing personnel actions such as staffing, classification, leave, training, and conference coordination.

●Provided comprehensive program support by researching, analyzing, and executing special projects.

●Ensured operational excellence through the management of automated data systems, travel arrangements, and the monitoring of program budgets.

●Led administrative processes including the tracking of personnel and budgetary data, and managed compliance with all procurement regulations.

●Managed property and equipment as Custodial Officer, overseeing inventory, office moves, and resource allocation.

Program Analyst III (Contractor)

June 2009 – November 2023

●Supported operations across multiple CDC branches by providing high-level administrative and programmatic assistance.

●Managed travel logistics for senior staff, coordinated conferences, and maintained oversight of grant-related activities.

●Tracked documents, budgets, and program data to improve workflow accuracy and team efficiency.

●Assisted in procurement activities, developed settlement agreements, and ensured compliance with government regulations.

Deployment/Vaccine Task Force/Ops Coordinator

September 2021 – November 2021

●Coordinated team operations, schedules, and communications for the Vaccine Task Force during COVID-19 response efforts.

●Supported onboarding efforts and organized meetings for cross-functional collaboration and rapid response planning.

Order Entry Coordinator – Colgate Palmolive (Contractor), Atlanta, GA

January 2009 – June 2009

●Oversaw EDI order creation, resolved system discrepancies, and ensured accurate order fulfillment.

●Improved order processing efficiency and reduced errors through proactive issue resolution.

Customer Relations Coordinator – Emory Healthcare, Atlanta, GA

July 2005 – November 2008

●Provided top-tier customer service, resolved service issues, and supported insurance and billing reconciliations.

●Ensured compliance with internal policies while maintaining high levels of patient satisfaction.

Credentialing Coordinator – JC Nationwide, Atlanta, GA

August 2003 – June 2005

●Maintained accurate physician and provider databases for hospital credentialing.

●Coordinated hospital privilege applications and managed Medicare/Medicaid enrollment processes.

●Oversaw over 20 physician profiles concurrently and ensured timely documentation and compliance.

Notable Achievements:

●Recognized for leadership in process standardization, resulting in improved compliance and operational consistency.

●Successfully redesigned workflow processes, increasing team efficiency and reducing errors by 25%.

Lisa Wright

Operations Support Specialist

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