High School English Teacher

Lisa D. Miller

P. O. Box *****, Indianapolis, IN 46247 MBL: 630-***-****

EMAIL: *********@*****.*** or ****.****.******@******.*** SKYPE ID: TheChefTravels

LINKEDIN: http://cn.linkedin.com/pub/lisa-miller-m-b-a-mhrm/18/577/4b2/

PROFESSIONAL LEADERSHIP PROFILE

15+ years of Classroom Instruction (Teacher) in various content areas, including ESL/ENL/ELL.

5+ years of International Business experience, culturally diversified, with integrated global concepts and training.

12+ years in the Healthcare industry in Patient Financial Services (Inpatient and Outpatient).

Solid background in Management: Customer Relationship Management (CRM), Employee Care/Services (Human Resources Management), Patient Financial Services (Health Care), and Education (Instructional and Training) in TESOL.

Skilled in planning and instructing staff for mandatory training sessions to meet organizational compliance standards.

Consistently exceed performance standards and goals set forth by organizational methods and procedures.

Excellent, effective verbal and written communication, problem-solving, and interpersonal skills; quickly build a positive rapport with Clients and Management.

Well-versed in most aspects of Human Resource processes, such as Leave of Absence, Payroll, Risk Management, and Compensation and Benefits. Knowledge of business and management principles involving strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.

Strong leadership and team-building capabilities. Ability to implement procedures and meet deadlines with maximum efficiency; quick learner (trainable) and flexible.

Knowledge of Six Sigma and other Quality Assurance methodologies.

Strong qualitative and quantitative analytical skills, data collection, research, and organizational skills; possess a strong work ethic, ability to handle multiple tasks in several fast-paced environments, including call-center and healthcare environments.

Working knowledge of various software application programs, including Microsoft Office Suite (MS Word, Excel, PowerPoint), Microsoft Business Manager, Internet research, HRIS systems: SAP 4.7, Lotus Notes, PeopleSoft, Recruitmax, Vista Plus, Lawson, MegaStat, and eCase.

EDUCATION AND TRAINING

Master of Arts in Teaching, Marian University

Master's in Human Resource Management (MBA/MHRM), University of Phoenix

Master's in Business Administration (M.B.A.), University of Phoenix

Bachelor's in Science Management, University of Phoenix

A.S. Culinary Arts, Johnson and Wales University

Completed over 220 hours of Management Training and Professional Development, which includes OSHA, Food Management and Sanitation, Health and Sanitation, and Department of Labor Regulations.

TESOL (Teachers of English to Speakers of Other Languages) Certified, Concordia University, Irvine, CA, 2010

SKILLED IN:

Patient Accounts Receivables, Billing, and Collections; experienced in using HCPC, ICD-10-CM, CPT coding systems,

Billing regulations and understanding of pertinent billing and medical terminology.

Journal Entries, Account Reconciliation

Research and Data Analysis

Internal Audit and Internal Control

Report Creation and Summary Analysis

Inventory and Supply Management

Medical, Commercial, and Tertiary Payer Insurance Analysis

Multi-state Payroll and Payroll Taxes (including wage garnishments), Employee Benefits, DOL Regulatory Compliance

Negotiation and Strategic Analysis

Word processing, Typing (55 wpm),

Bilingual – Mandarin (Fluency Level - Social/ Beginners)

EXPERIENCE – United States

Indianapolis Public Schools, Indianapolis, IN July 2019 – May 2025

Teacher, ESL/ELL/ENL – Secondary/Middle School

Created and executed effective and efficient instructions for multilingual learners and general education students through the SIOP methodology.

Developed Individual Learning Plans (ILPs) for all ESL students.

Monitored Fluent English Proficient (FEP) students who have exited from ESL services within the last two years.

Maintained cumulative folders with required paperwork for English learners.

Ran and monitored student reports weekly to ensure the accuracy of data.

Assisted in administering required language proficiency (W-APT/ACCESS) and academic achievement tests within the required time frame.

Provided language development support via classroom instruction, push-in, or pull-out model.

Utilized the WIDA framework and standards in the development of lesson plans.

Employed various instructional techniques and teaching strategies to meet students' different aptitudes and interests, including whole-group (co-teaching), small-group, or individual learning.

Attended IEP, Section 504, or other related meetings necessary for student assessment and/or federal and/or state law compliance.

Worked towards building a positive self-image in English learners through the integration of cultural traditions and practices.

Provided awareness of and sensitivity to cultural differences to school staff and students.

Assisted in collecting and analyzing data for increasing student achievement.

Established and maintained communication with parents of students in the program.

Developed and delivered building-level professional development for teachers.

Actively involved with the Building Discussion Team, which ensures the standards and policies of the school are enforced and upheld by staff and students.

Indianapolis Teaching Fellows, Indianapolis, IN May 2018 – April 28, 2019

Teacher, ESL/ELL/ENL,

Admitted to a highly selective cohort of recent college graduates and career changers committed to raising student achievement in Indianapolis and Northwest Indiana

Participated in an intensive Pre-Service Training, including six weeks of field experience

Selected to teach ESL (K-12) under a Transition to Teaching permit. WIDA Access 2.0 and Screener, ILEARN (TA) certified

Exempt from the CASA exam as of 03/02/2018

DialAmerica, Oak Brook, IL March 2016 – March 2018

Senior Business Development Specialist (B2B Sales); Accounts Manager

Recruitment and enrollment of clients' employees into Professional and Career Development soft skills Training courses through strategies for account acquisition, penetration, and development.

Qualifying all leads, initiating a sales cycle, and tracking appropriate activity; Maintaining accurate documentation and statistics: lead tracking, business in-process, forecast, report of sale, trainer request form, lead qualification worksheets, and clients' contact management systems.

Communicating across markets, service, and delivery teams to implement best practices across operational processes.

Collecting and analyzing data on customer demographics, preferences, needs, and buying habits to identify potential markets and factors affecting product demand, while also identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Monitoring industry statistics and following trends in trade literature using various business intelligence and analytical software, and preparing reports of findings, illustrating data graphically, and translating complex findings into written text for the Client and customer.

Turn cold leads into sales by effectively communicating the features and benefits of our clients' products. Use persuasive sales techniques to upsell and cross-sell additional products as needed. Continuously working to ensure a positive customer experience while closing quality sales by responding to questions and overcoming objections.

Measuring and assessing customer and clients' satisfaction, documenting all customer information, communications, and sales in the CRM system.

Meeting weekly and monthly sales and revenue goals at an average of 98.9%.

Family Video, Glenview, IL September 2015 – March 2016

Manager-In-Training Program

Acquire proficiency in all functions of the Store Manager, while developing necessary leadership skills for full store(s) management.

Managed the store when the Manager was not on duty; acted as a prime Customer Service Representative in the store and led by example for other CSRs.

Handled the day-to-day organization of running the store, while establishing and maintaining a fun, friendly store atmosphere for customers.

Ensured that an environment that fostered positive attitudes, a strong work ethic, and fair and firm handling of all situations was maintained by using proper company protocol in various daily or situational occurrences, and helped the Manager see that all policies and procedures were followed.

Ensured accuracy and security in the handling of the store's cash and maintained inventory control.

Performed retail management functions

Kelly Educational Staffing, Jacksonville, FL August 2008 – June 2010

Substitute Teacher, Duval County Public School Systems

Implement the teacher's plans for the specific subject matter of the assigned class, or in the absence of a plan, develop and implement lessons that pertain to the particular subject matter of the assigned class.

Maintained control and discipline management in a classroom setting

Administered a creative atmosphere of learning in a safe environment; established in-classroom safety policies and mitigated risks as necessary.

Attended staff meetings (when necessary) to strategically create methods of assisting students with reaching State Educational Standards as part of achieving departmental and local school goals

Convergys Corporation, Jacksonville, FL April 2004 - March 2007

Team Leader (Management) Payroll and Benefits, 07/2006-03/2007

Quality Evaluator/Auditor (Management), 09/2005-06/2006

Problem Resolutions & Leave of Absence Specialist, 04/2004-09/2005

Responsible for supporting, coaching, developing, and supervising 12 staff members and processes, which involved the execution of Payroll and Benefit (LOA) management for a financial organization of over 29,000 employees. Responsible for staffing and hiring processes. Monitored, identified, and resolved performance/behavioral/attendance issues using prescribed performance management techniques; conducted performance appraisals. Ensured that client service level agreements were met

Coordinated, organized, and implemented training techniques for new employees; administered and ensured training needs of subordinates were met; achieved departmental productivity requirements (e.g. number of daily Leave of Absence (FMLA, PTO, STD/LTD, Worker's Compensation) processes; accuracy and timely schedule of payroll processes; number of emails evaluated) which yielded an overall efficiency rate of 99.9% for the 2006 fiscal year. Made sure that a certain level of understanding of federal, state, and local regulatory guidelines was upheld and adhered to as required to mitigate possible risk to the company and clientele

Managed workers' compensation cases: worked closely with the company's third-party administrator and Risk Management team to ensure timely, quality, and adequate case management support. Administered the company's return-to-work "transitional duty" program; maintained all related workers' compensation documentation and record keeping, i.e., scanning, storage, and retrieval of files and data for reference and accuracy in processes.

Resolved escalated customer or client issues; facilitated and/or participated in calibration sessions with Quality leadership staff, management, and departmental staff to identify, isolate, and correct system errors and implement recommended improvements, and established Quality Control methods and processes to create a productive environment to restore and preserve a high production of performance among employees.

Directly interfaced with the Client during required gathering sessions to inform or brainstorm ideas and strategies to enhance business and operations project objectives. Worked with Operations Manager to implement new strategic plans, programs, and goals for Client/Project that aligned with BPO agreements.

Facilitated internal quality audits; systems review and overall applications of quality systems, which include payroll, benefits, and other Employee care accounts.

Designed, monitored, and evaluated adherence to the efficiency of methods and procedures related to the process of customer/employee leave of absences and time away from work methods and guidelines

Jackson Memorial Hospital, Miami, FL November 1990 – September 2003

Finance Associate/Patient Accounts Auditor, 07/1991 – 09/2003

Billing Representative, 11/1990 – 061991

Monitored Medicaid accounts receivable utilizing various complex reports, including Trial Balance and Aging

Handled various special projects that generate revenue of approximately $5.6 ml per week

Reconciled accounts and recommended adjustments, offset, or write-off accounts using appropriate transaction codes and general ledger keys

Worked in conjunction with Managed Care personnel to reconcile prior authorization dates for billing purposes

Created a new coding system to accurately identify "problem" accounts, reducing accounts receivable by 31%

Served on a team that was instrumental in establishing a new Medicaid Reconciliation department, which serves as a liaison between Managed Care and KePRO to obtain prior authorization for patient accounts

Accessed accounts to determine the accuracy of charges and contractual Insurance & Third-Party Agreements. Identified variances in patient accounts and resolved billing and payment issues.

Approved and processed requests for refunds to patients, insurance, or third-party payers.

Worked as an "on-call" Unit Clerk in the NICU and Patient Relations Representative, when necessary to fulfill management's staffing and operational requirements. Worked closely with the nursing team to ensure medical orders were prepared and processed.

Evaluated patient accounts and documentation to complete account records.

Electronically billed claims with exceptional speed and accuracy, cutting billing time by 50%.

Interviewed patients to gather demographics to determine health care eligibility for various funding; verified Medicaid, Insurance, and HMO coverage, provided authorization for treatment, and explanation of benefits (EOB).

Checked to ensure that appropriate changes were made to resolve patients' problems.

Contacted Patients to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

Referred unresolved patients' grievances to designated departments for further investigation.

Determined charges for services requested, collected deposits or payments, or arranged for billing.

Completed contract forms, prepared changes of address records, and issued service discontinuance orders, using various computer applications.

Obtained and examined all relevant information to assess the validity of complaints and to determine possible causes.

Expatriate – International Experiences

Yali High School International Department

Changsha City, Hunan Province, P. R. China August 2014 – February 2015

(Foreign Language Studies Instructor-Various Courses)

Shandong Zibo Experimental High School International Education Department

Zibo City, Shandong Province. P.R. China August 2013 – August 2014

Foreign Language Studies Instructor (Business Studies, Intro to Computing, Life Skills, ACT, IELTS, TOEFL, Critical Thinking)

Actively involved in Student Recruitment and Admissions processes for prospective students, which involves Testing, Assessing, and Interviewing.

Fuyang No. 2 High School – International Education Department

Fuyang City, Zhejiang Province, P.R. China September 2012 – July 2013

Foreign Language Instructor (English)

Cisco Systems (China) Research and Development Co., Ltd.

Zhejiang Province, P.R. China November 2011 – June 2013

Business Language Instructor/Communications Trainer

Actively involved in Admissions processes for prospective employee training candidates; Assessments and Interviewing

Taught Business Language and communications to Management-level employees and their teams

Hangzhou Xuejun High School, Zhejiang Province, P.R. China November 2011 – July 2012

Foreign Language Instructor (Part-time)

Ascendas, Xiasha Business District, Zhejiang Province, P.R. China April 2011-August 2011

Corporate Trainer (Part-Time)

Hangzhou Normal University, Zhejiang Province, P.R. China September 2010 – July 2012

Foreign Language Professor/Graduate and Undergraduate Studies

References Available Upon Request

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