Operations & Records Management Specialist

Ashley Houston

************@*****.*** 706-***-**** Augusta, GA https://linkedin.com/in/ashehouston SUMMARY Operations Specialist with experience in operations monitoring, quality assurance, records management, and data processing. Skilled in documentation review, workflow coordination, compliance auditing, and process improvement. Proven ability to manage confidential information, maintain accurate records, and support operational efficiency in fast-paced remote and on-site environments.

WORK EXPERIENCE Everise Plantation, FL

Benefits Verification Representative Mar 2026 - Present

• Verify insurance eligibility, prescription benefits, and coverage details to support case resolution and workflow advancement.

• Research and resolve benefit-related issues using payer portals, insurance resources, and internal systems, ensuring adherence to HIPAA regulations.

• Document case activities, verification findings, and resolution steps across various platforms and databases, supporting workflow accuracy and quality standards. JML's Home Solutions LLC Augusta, GA

Data Processing Specialist Jan 2024 - Feb 2026

• Maintained customer records, project documentation, invoices, and service data with a high degree of accuracy to support operational efficiency and reporting.

• Assisted with scheduling workflows, project tracking, payroll support, and administrative coordination to enhance overall team productivity.

• Developed spreadsheets and tracking tools that improved organization, reporting, and data accessibility.

Georgia Family Crisis Solutions LLC Martinez, GA

Records Management Specialist Oct 2021 - Dec 2023

• Maintained and managed confidential client records, ensuring accuracy, compliance, and data integrity.

• Investigated documentation discrepancies and resolved record inconsistencies to uphold organizational standards.

• Collaborated with administrative and operational teams to support records management processes and regulatory compliance.

Concentrix / American Express Greenville, SC

Quality Assurance Analyst Aug 2019 - Sep 2021

• Conducted quality reviews of customer interactions and documentation to ensure compliance with company standards and procedures, identifying performance trends and documentation errors.

• Maintained detailed records of audit findings, quality scores, and compliance observations, supporting operational consistency and continuous improvement initiatives.

• Communicated quality findings and performance trends to relevant teams, facilitating targeted improvements and adherence to compliance standards. Waymo (Contract) Phoenix, AZ

Operations Monitoring Specialist Jul 2018 - Jul 2019

• Monitored real-time autonomous vehicle operations and system alerts, ensuring rider safety and operational continuity.

• Escalated incidents through established procedures and maintained detailed operational documentation.

• Tracked and analyzed operational events to identify trends, issues, and opportunities for process improvement.

EDUCATION American InterContinental University

Bachelor of Science, Management Information Systems Present

Virginia College

Pharmacy Technician Certification, Pharmacy Technician 2011

SKILLS Operations Monitoring • Quality Assurance • Administrative Support • Case Management

• Documentation & Reporting • Workflow Coordination • Data Processing & Validation • Records Management • Benefits Verification • Compliance Auditing • HIPAA Compliance

• Incident Escalation • CRM Systems • Salesforce • Zendesk • Microsoft Excel • Google Sheets • Remote Work Operations • Process Improvement • Task Prioritization • Attention to Detail • Analytical Thinking • Data Verification • Operational Reporting

Contact this candidate