Operations & Front-Line Contact Specialist for Clinics

Denise King

***********.**@*****.*** 409-***-**** Dickinson, TX 77539

Professional Summary

Dedicated retired U.S. Army veteran with over 15 years of experience in process optimization, workflow architecture, and team management. Proven expertise in streamlining operations, resolving complex issues, and enhancing efficiency in fast-paced environments, including insurance, healthcare, automotive, and military sectors. Skilled in SDLC methodologies, system integrations, and creating business requirements to drive productivity and cost savings. Organized leader with strong interpersonal skills, committed to managing multiple priorities, fostering positive team dynamics, and delivering exceptional results. Experienced event coordinator with a track record of planning successful events and achieving high customer satisfaction.

Skills

• Process Optimization & Workflow Design

• SDLC (15+ years)

• Business Requirements Gathering & Documentation

• Oracle, Pega Systems, Insurix, Documaker, Adlib, Adobe, DOC1, Cypress

• Data Entry, Analysis & Reporting (Excel, Access Databases)

• Conflict Resolution & Team Leadership

• Verbal & Written Communication

• Multitasking & Organization

• Event Planning & Coordination (Venue Selection, Vendor Management, Logistics)

• Contract Administration & Negotiation

• Facilities Management & Maintenance

• Catering Oversight & Audiovisual Equipment Setup

• Transportation & Logistics Coordination

• Microsoft Office Suite (Excel, Word, PowerPoint)

• Critical Thinking & Problem-Solving

• Telephone Etiquette & Customer Service

Professional Experience

Workflow Architect / Production Specialist

American National Insurance Company – Health Division, Galveston, TX October 2007 – Present (18+ years)

• Maintained workflow configurations and operational documentation for legacy systems, Insurix, Pega Systems, HEAP, LEAP, Documaker, Adlib, Adobe, DOC1, and Cypress applications, ensuring seamless integration and compliance.

• Interfaced with business unit experts, IT personnel, and system support to resolve issues, gather requirements, design criteria, and test results, optimizing processes and reducing downtime.

• Created, developed, and maintained department databases and information repositories (e.g., ARCHER), managing documents for workflow processes, underwriting guidelines, medical information, and prescription drugs.

• Designed and published marketing materials, including fillable forms for Health Underwriting, New Business departments, MGAs, and Compliance, improving accessibility and efficiency.

• Troubleshot computer issues, submitted Navigator tickets, and collaborated with IT to enhance system performance and user experience.

• Translated business diagrams into workflow configurations, identified business rules, and resolved production problems across multiple applications, boosting operational efficiency.

• Created “As-Is” and re-engineered business process diagrams, configured reporting in Access Databases, Focus, or Excel, and ensured accurate data translation for management needs.

• Demonstrated critical thinking to break down problems, evaluate solutions, and make decisions in a fast-paced environment, while training personnel to improve safety, employee relations, and IT issue resolution.

• Achieved consistent improvements in customer service, employee retention, and process integrity, resulting in enhanced profitability and working capital. Assistant Events Coordinator

UTMB Galveston (University of Texas Medical Branch), Galveston, TX May 1996 – February 2018 (Intermittent roles, including Pediatric Clinic support)

• Managed administrative logistics for event planning, booking, and promotions, evaluating processes to identify improvement opportunities and supervising onsite teams (caterers, AV technicians, facility management).

• Coordinated with vendors (florists, photographers, videographers, musicians) for rehearsals, ceremonies, and receptions, fulfilling contractual obligations and ensuring timelines and budgets were met.

• Interviewed clients to define event scopes, establish budgets, and finalize guest lists, timelines, and venues, achieving average guest satisfaction ratings of 100%.

• Worked with doctors, nurses, and parents in the Pediatric Clinic to create positive experiences for children, handling day-to-day duties accurately and promoting a safe working environment.

• Planned and executed events like Christmas parties with themes (e.g., Dickens on the Strand), developing contingency plans that saved several potentially disastrous events.

• Maintained energy and enthusiasm in fast-paced settings, offering friendly service and handling challenging situations with ease.

Service Manager

Big E Automotive, La Marque, TX

May 2002 – January 2007 (5 years)

• Met with customers to discuss service needs, develop written plans, and obtain consent, ensuring effective solutions and follow-up to verify satisfaction.

• Maintained team productivity and quality by establishing benchmarks, adhering to SLAs, and providing detailed job training for up to 10 employees.

• Guided technicians on automotive repairs, tool usage, and equipment operation, while monitoring safety compliance and inventory to optimize work readiness.

• Efficiently resolved problematic transactions, shrunk knowledge gaps through mentoring, and enforced strict standards to protect team members and maintain high customer satisfaction. Service Advisor

Sand Dollar Honda, Galveston, TX

July 1998 – September 2002 (4 years)

• Responded to customer inquiries professionally, determining needs through active listening and providing knowledgeable assistance on Honda products and services.

• Educated customers on brand mission and values, coordinated with billing departments to resolve issues, and quickly learned new skills to improve efficiency.

• Removed safety hazards and maintained a clean environment, while handling challenging situations with ease and maintaining enthusiasm in a fast-paced setting. Assistant Chief Purser / Embarkation Manager

Star of Texas, Galveston, TX

May 1991 – September 2002 (11 years)

• Handled production, manufacturing, purchasing, procurement, warehouse management, logistics, import/export, and supply chain functions to facilitate operations.

• Established inventory targets, mitigated risks, and optimized flexibility strategies, collaborating with teams to meet demand and ensure inventory integrity.

• Oversaw demand planning, purchasing, and logistics, integrating financial and operational plans to boost customer satisfaction, profitability, and working capital.

• Supervised 45 staff members in materials management, planning, purchasing, and customer service, managing production levels and identifying material shortages. Soldier

U.S. Army, Bremerhaven, Germany (Deployed Worldwide) September 1982 – September 1989 (7 years)

• Operated and maintained armored vehicles, secured military property, assets, and personnel, and implemented tactics for defense systems.

• Engaged targets in low-light conditions using night vision equipment, suppressed enemies with small-arms, light artillery, drone weaponry, and indirect fire.

• Trained in conflict resolution, small arms, anti-armor, and indirect fire weapons, while maintaining awareness of subordinates’ personal issues to support growth.

• Worked in dirty, uncomfortable, and dangerous deployed locations, upholding U.S. Army dress and appearance regulations for professionalism.

• Developed and maintained logs, reports, and records; communicated via multi-frequency radio; and operated surveillance radar and communication systems.

• Coordinated with leadership for taskings, resolved inter-company conflicts, and attended training sessions to enhance troop readiness.

Education

Primary Leadership Development Course

U.S. Army

Graduated 1986 Focus: Leadership Skills

High School Diploma

Wauconda High School, Wauconda, IL

June 1982

Accomplishments

• Built strong vendor relationships (florists, photographers, etc.), saving clients an average of

$500 through negotiations and reducing wedding planning hassle.

• Developed inventory tracking spreadsheets in Microsoft Excel and resolved product issues through consumer testing.

• Achieved 100% average guest satisfaction ratings for events and created contingency plans that saved several weddings from disaster.

• Planned themed events like a Christmas Party during Dickens on the Strand.

• Tested new products for insureds, created Service Requests (SRs), and developed business requirements at American National.

• Created and built the website for Dickinson VFW.

• First Female Commander: American Legion Texas City Post and VFW Dickinson Post. Affiliations

• American Legion, Texas City, TX – 1st Female Commander

• Veterans of Foreign Wars (VFW), Dickinson, TX – 1st Female Commander Additional Information

• Retired U.S. Army Veteran with Security Clearance

• Valid Driver’s License

• Management Experience: 10+ years

• Languages: English (Fluent)

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