Versatile Manager - 10+ Years Leading Teams Across Sectors

Shameika Bankston

Atlanta, GA ****************@*****.*** 404-***-****

PROFESSIONAL SUMMARY

Versatile Manager with 10+ years of experience leading teams across healthcare, financial services, and customer service. Proven track record of driving process improvements, coaching employees, and achieving measurable results, including reducing turnover, improving efficiency, and boosting customer satisfaction. Recognized for building strong teams and delivering consistent performance in fast-paced environments.

CORE SKILLS

Leadership & Coaching • Process Improvement • Conflict Resolution • Performance Management • Customer Service • Compliance & Quality Assurance • Training & Development • Data Analysis

PROFESSIONAL EXPERIENCE

Access Operations Coordinator Children’s Healthcare of Atlanta Jan 2025 – Present

Coordinate and schedule patient appointments using centralized processes, ensuring accuracy in demographic and insurance data entry.

Collaborate with physicians and staff to resolve discrepancies and improve scheduling efficiency.

Perform insurance validation and benefits coordination, helping reduce delays and patient billing issues.

Identify opportunities to enhance scheduling workflows and support departmental process improvements.

Account Resolution Coordinator Children’s Healthcare of Atlanta Nov 2022 – Jan 2025

Processed and billed medical claims to third-party insurance providers, adhering to UB04 and HCFA 1500 standards.

Conducted proactive follow-up on unpaid claims, resolving delays through insurer and guarantor communication.

Analyzed payor trends to identify recurring billing, denial, and payment variance issues.

Improved claim resolution timelines by prioritizing high-impact accounts within work queues.

Credit Card Service Manager Truist (formerly SunTrust) Sept 2012 – Nov 2022

Directed 30–40 call center representatives in a high-volume sales and service environment.

Increased team productivity and reduced turnover through effective coaching, onboarding, and performance management.

Implemented quality monitoring and feedback systems, resulting in higher compliance and customer satisfaction.

Streamlined payroll processes and aligned staffing to meet performance and service goals.

Spearheaded team initiatives to meet sales, service, and compliance benchmarks, consistently exceeding corporate targets.

Call Center Supervisor Wells Fargo 2011 – 2012

Supervised call center staff to achieve customer service and sales goals.

Enhanced call resolution rates through targeted coaching and staff development.

Reduced turnover by introducing structured performance evaluations and recognition programs.

Maintained compliance with corporate policies and quality assurance benchmarks.

EDUCATION

BBA, Finance (In Progress) – Georgia State University, Atlanta, GA

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