Program Coordinator and Ops Leader

GLENDE KILLOUGH

AUSTIN, TEXAS 618-***-**** **************@*****.*** LINKEDIN

AREAS OF EXPERTISE

Client Management Microsoft Office Cross functional Comms Process Improvement

Google Suite Data Analytics Policy Enforcement Customer Support

Root Cause Analysis Problem Solving Scheduling Microsoft Project

Project Management Meeting Documentation Stakeholder Management Employee Training CAREER HIGHLIGHTS

Program Coordination: Orchestrated the Nike UMove program, overseeing logistics coordination through effective communication channels. Managed curriculum development and workshop scheduling, facilitating seamless execution and resulting in over 3,000 hours of student engagement.

Training Leadership: Led a 14-session agent refresher, boosting QA by 8.3%, while mentoring and developing up to 25 team members.

Operations Optimization: Expanded healthcare services, integrated SOPs, and optimized logistics, improving patient experiences and operational efficiency.

PROFESSIONAL EXPERIENCE

Health Care Project Coordinator, Accenture, Austin, TX June 2023 – January 2024 - Kaiser Permanente Optimizing operations and improving patient care through strategic coordination and innovative solutions. Streamlined billing processes, transportation logistics, and administrative support, enhancing patient experiences and revenue cycle management.

● Prepare materials for meetings, including those for weekly and monthly review. Including charts and graphs in Google Sheets and smartsheets, facilitating easy comprehension and presentation of information.

● Spearheaded the successful expansion of client healthcare services to provide 24-hour coverage, contributing to improved patient access and comprehensive care delivery.

● Integrated google sheets standard operating procedures for; billing processes, transportation logistics, and administrative support, resulting in enhanced patient experiences and streamlined operations.

● Orchestrated billing operations training via google slides to ensure accuracy and compliance, collaborating with billing teams to resolve discrepancies and optimize revenue cycle management.

● Use Google Sheets for data analysis, including sorting, filtering, and creating pivot tables to derive meaningful analyst areas of improvements.

● Devised and executed strategies to optimize transportation logistics, ensuring timely and efficient access to critical medical services for patients in need.

● Ensured adherence to healthcare regulations and ethical standards, providing guidance to maintain compliance across all aspects of healthcare operations.

Service Delivery Coordinator, Accenture, Austin, TX June 2021 – June 2023 - META/Facebook Operations professional overseeing daily processes, troubleshooting, and fostering teamwork while optimizing productivity and enhancing communication. Proficient in Google tools, Monday, Asana and Microsoft Project for project monitoring, data management, and workforce optimization.

● Daily Oversight: Act as the linchpin for the organization's daily operations, Assist with weekly correspondence, including risk management emails, maintaining clear and professional communication channels.

● Communication: Coordinated communication with the Policy department for specific projects, facilitating collaboration and ensuring compliance and support throughout the project lifecycle.

● Scheduling: Coordinate and schedule meetings with vendors, project team members, and stakeholders, ensuring prompt coordination and availability to facilitate smooth operations.

● Team Collaboration: Collaborate with various teams within the organization to ensure alignment and cohesion in operations, fostering a culture of teamwork.

● Performance Monitoring: Implement and maintain google sheet/suite systems to monitor and report on operational KPIs, providing regular updates to the leadership team.

● Data Entry and Formatting: Accurately entered and formatted data in Google Sheets, ensuring clarity and organization.

● Implemented Advanced Google Sheets formulas and functions, including but not limited to SUM, VLOOKUP, HLOOKUP, INDEX-MATCH, and IF statements.

● Adaptability: Be ready to adapt to changing circumstances and unforeseen challenges to maintain the continuity of operations.

● Workforce Management: Assist in workforce management planning, including optimizing staffing levels, scheduling, maintaining google sheet and resource allocation.

Risk & Payments Senior Analyst, Accenture, Austin, TX April 2020 – June 2021 - META/Facebook Led a team of up to 25 members, providing support, training, and mentoring while spearheading initiatives for performance improvement and knowledge base development. Collaborated with XFN to ensure clarity on process changes and conducted agent training sessions, resulting in enhanced performance and operational efficiency.

● Responsible for the daily work flow of up to 25 team members; support the team members with the following: assisting with training activities, providing mentoring, career development, setting educational goals, updating agent metrics in google sheets, creating performance improvement plans, and holding SA one on one meetings.

● Support the Team Lead in providing clarification around process changes, updating the team on new processes and creating google slide decks for agent training on best practices.

● Identifying solutions to agent knowledge gaps and standard operating procedures

● Spearheaded development and execution of a 14 session agent refresher that resulted in an overall 8.3% increase in agent QA.

● Directly oversaw development and integration of the product knowledge base for our clients 3rd party partner, which impacted 200+ agent’s/team leads worldwide. Created over 20 knowledge base documents on google docs, slides and sheets. Payments Analyst, BcForward, Austin, TX April 2019 – April 2020 - META/Facebook Payments operations analyst proficient in conducting investigations and implementing proactive solutions for risk mitigation. Utilizes quantitative analysis and collaboration to enhance payment processes and minimize potential risks across various platforms.

● Developed knowledge base content and training launch plan for new and expanding products for the operations payments team analyst.

● Identified gaps in the payments process and collaborated with engineers/partners to develop proactive solutions.

● Use quantitative & qualitative research methods to perform root cause analyses on investigative findings or high priority escalations.

● Conduct investigations to bring deeper understanding and knowledge of potential risk areas in ads, social goods, commerce and/or our community.

● Used data and internal tools to identify and investigate potential risk areas and patterns at scale and across abuse types

● Created a framework using internal data for a quantitative model of measuring risk EDUCATION

Bachelor's Degree Corporate Communications

University of Houston, Houston, TX

Minor, Business Foundations

CERTIFICATIONS & MEMBERSHIPS

Certificate of Completion, Corporate Entrepreneurship University of Houston, Houston, TX - BAUER Business School Certificate of Completion, Project Management

University of Houston, Houston, TX - College of Technology

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