Desiree

Full CV / Resume

Summary:

 

Highly experienced, skilled, and detail oriented Customer Support & Operations Specialist with over 10 years of leadership experience in Operations Support, Quality Assurance, and Data Analysis.

 

Claims

Advising

Auditing

Healthcare

Compliance

Data Analysis

Presentations

Data Tracking

Client Services

Communication

 

Skill Areas:

Report Development

Relationship Building

Project Management

Performance Analysis

Process Improvement

Administrative Support

Training & Development

Operations Management

Online Chat & Communication

Hardware & Software Configuration

 

Troubleshooting

Team Leadership

Customer Service

Technical Support

Quality Assurance

Policy Enforcement

Staff Development

Operations Support

Fraud Management

Research & Analysis

 

 

 

 

 

 

 

 

 

 

 

 

 

Professional Experience:

 

Operations Specialist • USPS • 2018 - Present

 

• Responsible for supporting the daily operations of the post office by processing incoming materials, analyzing data and information, and maintaining workflows and efficiency.
• Organizes and sorts mail and materials utilizing designated systems, and trains and coaches team members on the most effective use.
• Analyzes business equipment and materials for processing and distribution while exceeding outlined productivity methods.
• Provides service and support for customers and explains operational processes and requirements. 
• Manages the distribution of inventory, records and documents requiring data, and ensures adherence to quality assurance practices.
• Recognized for providing quality customer service and support, and educating customers on business requirements and processes.
• Monitors facility status, employee work and service levels to maintain compliance with company and industry standards.
• Applies performance data to evaluate and improve operations, identify current business conditions and forecast needs.

 

Administrative Specialist • State of Delaware • 2017 - 2018

 

• Responsible for the application of agency laws, rules, regulations, policies and procedures in maintaining and processing agency information.
• Develops official word processing documents, creates and maintains agency databases typically using Access or similar software packages; creates and maintains spreadsheets; creates original presentations using software packages.
• Served as the liaison between the public, clients, agency staff and others to exchange information and explain agency services, laws, rules, regulations, policies and procedures.
• Assured the effective coordination of operational functions, established data tracking and monitoring systems, and conducted follow ups to ensure effective resolution of matters.
• Obtained, organized and draft technical and administrative materials needed for public information and the department. 
• Collected and compiled data to prepare reports and provide supporting documentation. 
• 
Analyzed routine operational practices and procedures and suggested recommendations to ensure smooth and efficient office operations.

• Maintained and controlled data and filing systems to ensure effective, accurate and easily retrievable documentation of operations, program and project activities.

• Provided training & professional development for personnel ensuring the understanding of operational and administrative requirements.

 

Data Entry Specialist • DeLaWarr State Service Center (State of Delaware) • 2016 - 2017

 

• Analyzed data communication and documentation of clarification requests and follow ups, including documenting progress in assigned databases.
• Answered and resolved internal inquiries within committed timeframes.
• Complied with all appropriates policies, procedures, safety rules and regulations.
• Responsible for the collection, submission, and analysis of data; while coordinating statistical data analysis, design and information flow.
• Created various Excel documents and spreadsheets to assist with pulling metrics and data and presenting information to stakeholders for concise explanation and allocation of needed resources.
• Gathered data, completed document imaging preparation, and assisted in the training and development of team members.
• Participated in requirements meetings and data mapping sessions to understand business needs.
• Trained and performed onboarding for employees on software to improve data management, monitored use and suggested improvements.

 

Prior Experience & Internships: Support Specialist • Prospect Park Health and Rehab • 2013 - 2015

 

Certifications: Certified Medical Billing and Coding Specialist

 

Technical Skills: Microsoft Office Suite (Word, Excel, Outlook, 365, Teams) | Slack | Medical Billing & Coding