Operations Specialist Client Success

NAMONIQUE FLOYD

Jacksonville, FL 904-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Dynamic and results-driven Client Success and Healthcare Operations Specialist with 10+ years of cross-industry experience spanning healthcare, logistics, finance, and education. Proven ability to optimize workflows, improve patient and client experiences, and drive measurable outcomes. Skilled in CRM, EMR, ERP, and HRIS systems with a strong background in data analysis, benefits coordination, and stakeholder communication. Passionate about helping members navigate complex systems with empathy and precision while aligning business strategy with impactful, people-first solutions.

CORE COMPETENCIES

Client Relationship Management & Retention

Healthcare Operations & Patient Engagement

CRM Systems (Salesforce, Siebel, Zoho)

Data Analytics & Reporting (Power BI, Excel, Pivot Tables)

ERP Platforms (SAP, Oracle, QuickBooks)

Benefits Administration & Claims Resolution

Vendor & Procurement Management

Cross-Functional Collaboration & Team Leadership

Process Automation & Workflow Optimization

Multilingual Communication (Spanish, Japanese)

PROFESSIONAL EXPERIENCE

Patient Experience & Marketing Manager Dynamic Health Carolinas – Charlotte, NC May 2025 – Present

Lead patient experience initiatives at a chiropractic and physical therapy clinic, increasing retention and referrals by 20%.

Develop and execute patient engagement campaigns that strengthen care continuity and satisfaction.

Collaborate with clinical and administrative teams to streamline scheduling and follow-up care, cutting wait times by 15%.

Ensure accurate insurance verification and documentation, achieving a 98%+ claims approval rate.

Oversee wellness program marketing and outreach to enhance community visibility and patient education.

Data Governance & Systems Lead (Contract) Coca-Cola – Charlotte, NC Jan 2025 – Jun 2025

Directed enterprise data governance initiatives ensuring data accuracy and compliance across business systems.

Automated key reporting workflows, cutting manual entry time by 40% and improving data reliability.

Partnered with cross-functional teams to enhance strategic decision-making through real-time analytics dashboards.

Pharmaceutical Services Coordinator CVS Pharmacy – Belmont, NC Nov 2023 – Present

Processed 150+ prescriptions daily with 98%+ accuracy and 100% insurance compliance.

Provided personalized medication counseling to enhance adherence and patient understanding.

Reduced wait times and improved satisfaction scores by streamlining pharmacy workflows.

Logistics Operations Lead / Procurement Strategy Advisor Maersk – Charlotte, NC May 2022 – Jul 2024

Led cost-reduction and procurement optimization initiatives, generating $1.5M in annual savings.

Improved shipment visibility and reduced delivery delays by 15% through workflow automation.

Directed a team of four, strengthening vendor partnerships and achieving faster response times.

Employee Benefits Advisor (Contract) United Healthcare – Charlotte, NC Jun 2021 – Dec 2021

Managed employee benefits inquiries and claims resolution, achieving 95% first-contact resolution rate.

Guided employees through plan selection and open enrollment, ensuring regulatory compliance.

Delivered education sessions to improve understanding of coverage and healthcare resources.

Front Office Lead AFC Urgent Care – Gastonia, NC Jun 2021 – Jun 2022

Managed daily patient intake, scheduling, and records in a high-volume clinical setting.

Trained administrative staff, reducing front desk errors by 25% and improving patient flow.

Language Program Coordinator (K–6) Ridgeview Charter School – Gastonia, NC Jun 2020 – Apr 2022

Developed and implemented Spanish and Japanese curricula for grades K–6.

Increased student engagement by 30% through interactive language and cultural lessons.

EDUCATION

Bachelor of Arts in International Studies & Psychology

Bemidji State University – Bemidji, MN

Study Abroad: Southeast Asia – 2012

PUBLICATIONS

Co-author: “Regulation of [3H] D-Aspartate Release by the 5-F2t-Isoprostane and Its 5-Epimer in Isolated Bovine Retina.” Published in Neurochemical Research Journal – Creighton University, Pharmacology Internship (2010–2011).

TECHNICAL PROFICIENCIES

SAP Oracle QuickBooks Salesforce Siebel Remedy ADP Workforce Now Kronos Workbrain Epic EMR DocuSign Power BI Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)

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