Operations Support and Customer Service Management

P. O. Box *****, Little Rock, AR ***** - 501-***-**** – ***********@*****.***

Experienced Leader in Operations and Support Services: Training and Development Business Process Evaluation & Improvement Curriculum and Course Development Operations Management Team Building Coaching & Mentoring Customer Service/Call Center Operations & Administration WORK HISTORY

Programs Support Coordinator

Arkansas Foodbank Little Rock, AR 05/2025 to 06/2025 Responsible for

Training and Capacity Building:

• Assess training and education needs for agency and community partners.

• Develop, implement, and evaluate capacity-building training programs, including in- person, virtual, and self-paced formats.

• Create and distribute capacity-building collateral, web content, and independent learning resources.

• Coordinate and deliver required training (Food Safety, USDA compliance, etc.) to ensure partners meet operational standards.

Communications and Outreach:

• Manage internal and external communications for the Programs Department, including newsletters, emails, social media, and AFB website resource pages.

• Provide content for agency and program communications, contributing to development initiatives as needed.

• Develop and maintain strong working relationships with community partners via various communication channels.

Compliance and Recordkeeping:

• Maintain and audit department files to ensure compliance with federal regulations, grant funding agreements, and other documentation requirements.

• Provide timely and accurate reports. (weekly, monthly, quarterly, etc.) Event Planning:

• Project lead our annual Agency Appreciation Day. (catering services, decorations, vendors, volunteers, raffle donations, QR codes for questions, set-up, break-down, etc.)

• Identify, plan, and book partner educational needs, including recruiting speakers and panelists.

• Post event detailed report to Programs Department and Leadership staff. Collaboration and Support:

• Collaborate with the Programs Department, all internal AFB staff, agencies and partners to implement, understand, and maintain compliance with all AFB programs, and initiatives.

• Support community meetings, onboarding activities, and other Programs Department events.

• Identify and cultivate community partnerships to expand the Arkansas Foodbank’s reach and impact.

General Requirements:

• Participate in departmental planning, budgeting, and staff development activities.

• Demonstrate sound judgment and the ability to work both independently and collaboratively.

• May require up to 25% in-state travel and work irregular hours, including nights and weekends, as needed.

• Maintain a current, valid Arkansas driver’s license and proof of insurance. Agency Services Coordinator

Arkansas Foodbank Little Rock, AR 02/2024 to 5/2025 Responsible for

• Supporting and providing counsel to new and existing agency partners.

• Assisting agencies with technical support regarding agency tools, programs and compliance.

• Conducts scheduled and unscheduled site visits for compliance monitoring ensuring all state, federal, Arkansas Foodbank, Feeding America, health, food safety, and facility operation standards are met.

• Requires up to 80% in-state travel.

• Takes an active role in building relationships with the agencies and identifying and maintaining community partnerships and collaboration efforts.

• Requires an understanding of all Arkansas Foodbank food safety policies and compliance with all food safety related procedures, including attaining and maintaining ServeSafe certification.

Supervisor Operations

Centene Corporation Little Rock, AR 03/2022 to 09/2023 Supervise assigned Member Enrollment Specialist and Business Analyst functions to meet overall business goals and objectives.

• Review and oversee workflows and processes for entering and maintaining enrollment information in the appropriate systems.

• Develop, implement, and maintain production and quality standards for the enrollment team

• Coordinate and resolve any reporting or system issues with Corporate IT

• Investigate and resolve data issues and questions regarding member eligibility and enrollment records

• Research and provide response to state complaints regarding member eligibility and enrollment records

• Monitor escalated and complex enrollment issues due to processes and recommend improvements for automation to reduce errors

• Generate internal ad-hoc reports and analysis as needed Training and Quality Assurance Coordinator

Team CPR, Inc. Little Rock, AR 08/2021 to 12/2021

Develop training curriculum, analyze processes, procedures, workflows, and other resources to ensure they meet a set of consistent standards. Conduct full curriculum, course development and technical training for new and existing employees. Performed visual inspections, recorded quality issues and planned processes to decrease the instance of below standard performance.

• Training needs analysis

• Systems Applications training

• Member Benefits and Customer Service Skill Sets training

• Billing/Accounts Receivable/Customer Service Status training

• Job Aids, References and Procedural Documentation development

• Process improvement evaluation and development

• Business development

Supervisor Customer Service

Centene Corporation Little Rock, AR 08/2019 to 07/2021 Supervise assigned customer service functions at the health plan to meet overall business goals and objectives.

• Ensure team meets goals and objectives through effective hiring, performance management, coaching and career development.

• Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to by appropriate parties.

• Develop, implement, and maintain materials and ensure production and quality standards are met.

• Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff.

• Evaluate/audit performance, identify/implement improvement opportunities to increase overall productivity and effectiveness.

• Review and respond to complex issues and questions.

• Ensure processes are compliant with contractual agreements and State and Federal regulations.

• Analyze and advise management of personnel, work-flow issues, trends and recommend resolutions.

• Audit daily phone log reports and assess the need for changes. Senior Enrollment Analyst

Centene Corporation Little Rock, AR 09/2016 to 08/2019

• Identify and analyze user requirements, procedures, and problems to improve existing processes.

• Perform analysis on business initiatives, projects, procedures, and guidelines for company growth.

• Resolve complex member coverage issues by applying company policy and specific business rules.

• Train new employees on systems, business terminologies, and operational functions to resolve business objectives.

• Coordinate with management on business operation issues and offer recommendations and solutions.

Campus Supervisor

North Little Rock School District North Little Rock, AR 08/2014 to 09/2016 Provide daily campus supervision of all students on school campus, during special events, meetings, and athletic events.

Supervise students as outlined by the building principal

• Supervise students throughout the school day including before/after/during school and lunch periods

• Supervise students during class changes

• Escort students needing to be seen by the school administration from the classroom to the office

• Accompany students to and from the Student Assignment Classroom (in-school suspension class)

• Provide supervision in the classroom in the absence of the teacher and/or an assigned substitute teacher as needed

• Assist with student dismissal at the end of the day to include bus supervision as well as campus supervision

• Assist with conflict resolution/student disputes Customer Service Trainer/Curriculum and Course Developer Arkansas Blue Cross Blue Shield Little Rock, AR 12/2005 to 06/2014 Conduct full curriculum, course development and technical training for new and existing Customer Service Representatives in the Operational Division and other divisions as needed.

• Training needs analysis

• Systems Applications/ Product/ Member Benefits/ Claims status training

• Customer Service skillset training

• Job aids, References and Procedural Documentation development

• Process improvement evaluation and development

• Business development

• Organizational management

Health Information Network Customer Support Rep

Arkansas Blue Cross Blue Shield Little Rock, AR 06/2003 to 12/2005 Provided excellent customer service with a first call resolution and customer first experience.

• Client enrollment function

• Research, problem solve

• Claim file submissions

• Report retrieval and interpretation

• Software education and support

• Claim format testing

• Coding accuracy

• Report education, support, and verification

Customer Service Representative

Arkansas Blue Cross Blue Shield Little Rock, AR 11/2000 to 06/2003 Provided research and problem resolution for members, providers, vendors, and third-party administrators.

• Company products

• Member benefits

• Claims status inquiries

• Group and member Enrollment and Billing and Payment

• Online web and system application education and support PREVIOUS WORK HISTORY

Salaried Assistant Manager: NPC, Inc. (dba Pizza Hut) 1999 to 2000 Business Administrator: Awareness Center International (Non-profit) 1998 to 1999 System Support Specialist / Supervisor / Corporate Trainer: Southwestern Bell Yellow Pages, Inc. 1980 to 1998

EDUCATION

Philander Smith College - Organizational Management – Little Rock, AR 2004 to 2005 Hall Senior High School Office Management and Administration – Little Rock, AR 1976 to 1980 SKILLS

Adult Education Exceptional Analytical Skills Business Operations Management Needs Analysis Business Process Evaluation & Improvement New Hire Training Curriculum and Course Development Operations Management Customer Relationship Management Team Building Coaching & Mentoring Skills Enhancement Caree Path Customer Service/Call Center Operations & Administration Time Management Exceptional Interpersonal Communication Training and Development

SOFTWARE APPLICATIONS

Microsoft Office 365, SharePoint, Dream Weaver, Adobe Creative Suite, Canva, Constant Contact, Citrix, RADMD, EmpCenter, MyPay, Paylocity, ConCur, FileNet, Amysis, Softheon, CRM, UMV, Workday, MicroStrategy, Portico, CMS Supervisor, CenPas, Omni, TruCare Cloud, US Scripts, Avaya One-X Agent, WFM, Taleo, Paylocity, Ceres

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