Project Coordinator and Compliance Program Lead
Resume:
Adrienne Small
Charlotte, NC *****
***************@*****.***
Professional Summary
Hardworking project coordinator with 15+ years of experience in project management and customer service within the financial and insurance sectors. Proven track record in managing multiple projects, ensuring compliance, and enhancing customer satisfaction through effective communication and problem-solving. Demonstrated leadership in overseeing escalations teams and implementing process improvements, resulting in increased operational efficiency and team productivity. Proficient in project management tools such as Microsoft Project and JIRA. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Project Coordinator
Allstate contracted through VDart-Remote
March 2025 to Present
• Manage third party hosted applications ensuring compliance with Technology and Risk policies.
• Support Apps completed hosted/supported/developed by vendors (Visa, PayPal, etc.) so you will NOT be working with developers, nor creating requirements.
• Use your high-level understanding of the application to be able to answer survey questions usually related to policy.
• Work with internal groups to ensure access management processes are being followed.
• Gain exposure to application management responsibilities without development/deployment responsibilities.
• Coordinated and managed multiple projects simultaneously, ensuring all deadlines were met
• Developed project plans, including timelines, milestones, and deliverables
• Collaborated with cross-functional teams to gather requirements and define project scope
• Monitored project progress and identified potential risks or issues, implementing proactive solutions to mitigate them
• Maintained clear communication channels with stakeholders throughout the project lifecycle
• Created and maintained comprehensive project documentation, including meeting minutes, action items, and status reports
• Assisted in resource allocation and scheduling to ensure optimal utilization of team members' skills and availability
• Facilitated regular meetings with team members to review progress, address challenges, and provide guidance as needed
• Implemented quality control measures to ensure deliverables met established standards
• Identified opportunities for process improvement within the project management framework
• Successfully resolved conflicts within the team resulting in improved morale and productivity
• Served as a liaison between clients/customers/vendors/contractors/internal teams ensuring smooth execution of projects
• Demonstrated expertise in utilizing various software tools such as Microsoft Project or JIRA for efficient task management
• Conducted risk assessments regularly to identify potential threats or obstacles that could impact successful completion of projects
• Developed and maintained strong relationships with external partners, vendors, and contractors
• Coordinated logistics for project-related events, including meetings, conferences, and workshops
• Managed procurement processes for necessary project resources, ensuring timely delivery of materials
• Conducted post-project evaluations to identify lessons learned and areas for improvement in future projects
• Demonstrated proficiency in using project management software/tools such as Microsoft Project or Asana
• Leveraged data analytics tools to track key performance indicators (KPIs) and provide insights into project progress
• Collaborated with marketing team to develop effective communication strategies for promoting completed projects
Sr. Escalations Specialist
Wells Fargo contracted through Dexian-Charlotte, NC September 2024 to December 2024
Support internal and external customers with inquiries and complaints regarding financial products and services.
Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
Perform complex administrative and customer support tasks. Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
Respond independently to complaints escalated at the highest level. Interact with internal and external customers to resolve their issues. Interact with the immediate Escalations team to oversee day to day activities of the support Escalations team.
Customer Service Manager/On boarding specialist
Bread Financial-Raleigh, NC
December 2022 to February 2024
Support internal and external customers with inquiries and complaints regarding financial products and services, ensuring a high level of customer satisfaction.
• Determine appropriate courses of action by conducting investigative steps to identify issues and processing complex transactions online with accuracy and efficiency.
• Perform complex administrative and customer support tasks, including resolving account discrepancies and facilitating communication between departments.
• Review and analyze complaints for regulatory and non-regulatory flags, classifying risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
• Respond independently to high-level escalations, utilizing advanced problem-solving skills to identify root causes and implement effective solutions that align with company policies.
• Interact with internal and external customers to resolve issues promptly and effectively, fostering strong relationships and enhancing customer loyalty.
• Oversee day-to-day activities of the support escalations team, collaborating closely with team members to ensure timely resolution of escalated cases and maintaining operational efficiency. Customer Success Specialist/Retention
Charter Communications Inc-Morrisville, NC
September 2018 to December 2022
Establish and maintain a high level of customer satisfaction, professionalism, and courtesy during all sales transactions, ensuring a positive customer experience.
• Consistently meet or exceed weekly and monthly sales activity goals by utilizing effective telephone- based selling techniques and strategic customer engagement.
• Respond to inbound sales calls promptly and efficiently, adhering to required call handling metrics, including productive time, schedule adherence, handle time, and after-call work.
• Effectively and efficiently sell products and services to prospective customers, maximizing additional revenue from existing customers through upselling and cross-selling techniques.
• Identify and maximize sales opportunities by proficiently understanding customer needs and recommending appropriate products and services based on their preferences.
• Demonstrate a thorough understanding of the order processing and billing system, mastering all aspects of sales order entry, order inquiries, and related tools/functions as they pertain to the inbound sales function.
• Exhibit proficiency in explaining all products and services to existing and prospective customers, ensuring they are well-informed and ready to make purchasing decisions.
• Acquire and demonstrate comprehensive knowledge of competitors' pricing, packaging, and products, enabling effective side-by-side comparisons with Charter’s offerings and effectively promoting current marketing campaigns and promotions.
• Collaborate with other departments to resolve customer issues, including handling escalated complaints and inquiries, ensuring swift resolutions and maintaining customer trust. Call Center Trainer/ Onboarding specialist
Blue Cross Blue Shield of North Carolina-Durham, NC September 2016 to June 2018
Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage. Promoted agency products to customers in person, on the telephone and in writing. Compiled coverage and rating information in an accessible format. Prepared necessary paperwork to process insurance sales and renewals. Submitted up-to-date activity and production logs to agency management for review. Followed up with potential clients regarding online information requests. Presented and clearly explained insurance policy options to clients based on their needs and goals. Answered an average of 85+ calls per day by addressing customer inquiries, solving problems and providing
new product information.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Call center trainer
Handled medical billing and billing details/ questions. Handled employee questions and training, occasionally coming up with new training materials Conducted customer service surveys
Office Manager
Pheonix Limo and Sedan Services-Raleigh, NC
February 2013 to July 2016
Managed the day-to-day tactical and long-term strategic activities within the business. Conducted cost, schedule, contract performance, variance and risk analysis. Reduced and controlled expenses by improving resource allocation. Reviewed and approved billing invoices and expense reports. Drafted business plans, budgets and quarterly and semi-annual business reviews. Offered feedback to executive-level management on the effectiveness of strategies, selling programs and initiatives.
Coached and mentored twelve staff members by offering constructive feedback and taking interest in their
long-term career growth.
Supervised a team of 18 associates.
Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations.
Tracking and Dispatch of all vehicles as well as making sure vehicle maintenance is carried out Executive Assistant/Project Assistant
Shaw University-Raleigh, NC
September 2014 to August 2015
Designed PowerPoint presentations for monthly divisional meetings with top-level executives. Arranged appropriate travel, visas, agendas, necessary contacts and country information. Scheduled Board of Directors meetings and assisted with meeting materials and agendas. Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
Served as a professional representative of the college president to executive clients, investors and board members.
Collaborated with other administrative team members, human resources and the finance department on special
projects and events.
Handled and distributed all incoming and outgoing mail.Wrote and distributed meeting minutes to appropriate
individuals.
Managed desktop publishing and proposal and memo typing. Open, read, and wrote answers to routine letters.
Served as Executive Assistant to the national sales manager, marketing manager and senior product managers.
• Assisted project manager in the planning, coordination, and execution of multiple projects simultaneously
• Assisted in budget tracking by monitoring expenses against allocated funds for each project phase
• Facilitated communication between team members by organizing meetings, distributing agendas, taking minutes, and following up on action items
• Developed standardized templates for reporting key performance indicators (KPIs) across all ongoing projects
• Maintained strict confidentiality of sensitive information and documents, ensuring privacy and discretion at all times
• Managed complex projects from initiation to completion, ensuring deadlines were met and objectives achieved
• Coordinated high-level meetings with internal stakeholders and external clients/vendors, handling logistics and providing administrative support
• Anticipated the needs of senior executives by proactively researching information or gathering materials for upcoming meetings or events
• Assisted in budget preparation by collecting data on expenses/invoices/receipts for accurate financial reporting
• Implemented time-saving strategies such as automation tools or streamlined processes to increase efficiency in administrative tasks
• Coordinated international travel arrangements (flights/hotels/visas) for senior executives attending global conferences/events
• Created detailed itineraries/agendas for business trips/meetings/conferences ensuring smooth execution
• Served as a point of contact between senior executives/board members/shareholders during board meetings/governance sessions
Executive Assistant
IBM-Research Triangle Park, NC
February 2011 to December 2013
Supports three top level executives and eight managers Maintains calendars. Designed PowerPoint presentations for monthly divisional meetings with top-level executives. Arranged appropriate travel, visas, agendas, necessary contacts and country information. Scheduled Board of Directors meetings and assisted with meeting materials and agendas. Served as a professional representative of the CEO to executive clients, investors and board members. Collaborated with other administrative team members, human resources and the finance department on special
projects and events.
Handled and distributed all incoming and outgoing mail. Wrote and distributed meeting minutes to appropriate individuals. Managed desktop publishing and proposal and memo typing.
Open, read, and wrote answers to routine letters.
Served as a liaison between company president and clients regarding client accounts and new business. Call Center Representative/Data Entry Specialist
IBM-Morrisville, NC
February 2011 to November 2011
Supported Call Center while adhering strictly to client specifications. Answered inbound calls regarding rebate programs, often calming irate customers. Performed call backs to consumers, doctors offices and project managers. Investigated consumer rebate submissions and when appropriate, processed rebate over-rides in order for consumers to obtain rebates.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Routinely answered customer questions regarding merchandise and pricing. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
Customer Service Representative
ACS/Xerox-Raleigh, NC
March 2010 to November 2010
Supported Production Department while adhering to a 99% accuracy expectation. Entered and processed consumers pharmaceutical rebate requests. Entered rebate requests into the RTS Database
System.
Assisted with the identification of fraudulent requests, preventing processing. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving
problems on the spot.
Administrative Assistant
LSG, LLC-Raleigh, NC
November 2008 to February 2010
Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for
information.
Maintained the front desk and reception area in a neat and organized fashion. Served as central point of contact for all outside vendors needing to gain access to the building. Wrote reports and correspondence from dictation and handwritten notes. Maintained an up-to-date department organizational chart. Made copies, sent faxes and handled all incoming and outgoing correspondence. Organized files, developed spreadsheets, faxed reports and scanned documents. Managed daily office operations and maintenance of equipment. Customer Service Representative
One Source LLC-Raleigh, NC
July 2008 to November 2008
Provided timely and accurate information to customers in the construction industry regarding their order status,
returns, shipments, and product knowledge requests. Processed customer orders, changes, cancellations and returns according to established department policies and procedures.
Provided support to the Production Department in the form of timely responses to inquiries, quotes, orders, and special issues.
Worked closely with the drivers to ensure accurate and timely delivery of all orders. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Asked open-ended questions to assess customer needs. Developed reputation as an efficient service provider with high levels of accuracy. Meeting Coordinator
Blue Cross and Blue Shield of North Carolina-Durham, NC October 2001 to May 2008
Planned and executed 55 events each year, including a corporate wide event for 8000 attendees. Responsible for creating project plans and reviewing plans with business owners. Negotiated contracts with different venues.
Hired and supervised onsite vendors.
Served as a liaison between company president and clients regarding client accounts and new business. Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
Education
Biology (Bachelor of Science)
Shaw University-Raleigh, NC
2007
Skills
• Documentation review
• Microsoft Office
• Spreadsheets
• MRP
• Oracle
• Customer Care
• Payroll
• Google Suite
• Microsoft Outlook
• Experience Administering Injections
• CPT coding
• Microsoft Outlook Calendar
• Salesforce
• Logistics
• Customer service
• Microsoft Project
• Data collection
• CSR
• Medical Coding
• Computer hardware
• EKG
• Search engines
• Windows
• Teaching
• Telemarketing
• Jira
• Accounting
• Calibration
• HEDIS
• Hospitality
• Technical Proficiency
• PCI
• Regression analysis
• Microsoft Word
• Typing
• Sales
• Communication skills
• Project Coordination
• Google Docs
• PeopleSoft
• CPR
• Databases
• Microsoft Excel
• Microsoft Access
• Zendesk
• Purchasing
• Epic
• DNS
• Software troubleshooting
• Marketing
• Client email correspondence
• ADP
• Lead generation
• Math
• E-commerce
• Call Center
• Schedule Management
• Phone etiquette
• Phlebotomy
• Microsoft Powerpoint
• Project management
• HRIS
• Pivot tables
• B2B sales
• Venipuncture
• Word processing
• Customer acquisition
• Adobe Acrobat
• Executive administrative support
• Digital campaign management
• SharePoint
• Manufacturing facility
• Administrative experience
• Google Workspace
• Help desk
• UCC law
• Project management software
• Patient Care
• Paid advertising campaign management
• Computer skills
• Senior leadership
• Customer support
• Paylocity
• Presentation Skills
• Content development
• Conflict management
• Agile
• Transportation management systems
• Call center
• Filing
• Human resources
• Organizational skills
• Experience with children
• Procurement
• B2B
• Retail management
• Visio
• Fraud
• Client onboarding
• EMR Systems
• Insurance sales
• Analysis skills
• ICD-10
• Machine learning
• Computer operation
• Laboratory Experience
• Bookkeeping
• Team management
• ICD coding
• AI
• Outpatient
• Property management
• Manufacturing
• Dispatching
• Front desk
• Contracts
• Inside sales
• Marketing automation
• Order fulfillment
• Cake Decorating
• Google Sheets
• Mac OS
• Adobe Photoshop
• Customer communication
• Time management
• ATS
• Guest services
• Presentation creation
• Customer inquiry handling
• Technical writing
• Presentation software
• SAP
• Food service
• English
• CODING
• BILLING
• DATABASE
• CLAIMS
• Unsupervised learning
• ICD-9
• Pricing
• Python
• Patient interaction
• Lawson
• Digital marketing performance monitoring
• Quality Assurance
• Medical Records
• Operations
• Attention to detail
• Recruiting
• GPS
• Management
• Training & development
• Handling customer inquiries
• Linux
• Negotiation
• Mentoring
• Text messaging
• Practice management
• Keyword research
• Organizational management
• Live chat
• Computer literacy
• Receptionist
• Natural language processing
• Leadership
• QuickBooks
• Medical terminology
• Budgeting
• Supervised learning
• Vital Signs
• Employee relations
• Revenue cycle management
• Banking
• Process improvement
• Writing skills
• Data science
• Fair Housing regulations
• SaaS
• Data entry
• Paid search marketing
• Pricing analysis within hospitality industry
• Managing customer accounts
• Smartsheet
• ERP systems
• Data mining
• EXCEL
• CRM software
• Risk Analysis
• Upselling
• Account management
• Social media management
Languages
• English
Certifications and Licenses
CPR Certification
Driver's License
August 2021 to December 2024
Additional Information
SKILLS
Advanced MS Office Suite Knowledge Meticulous attention to detail Lotus Notes Results-oriented
GroupWise Time management
RTS Database System Strong problem solver
Cvent Dedicated team player
Excel spreadsheets Strong interpersonal skills
QuickBooks expert Proofreading
Executive presentation development Mail management Insurance eligibility verification Report writing
Claims appeal procedures Report development
Billing and coding Schedule management
Contact this candidate