Ardecia Driskell
Warner Robins,United States
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Thorough and meticulous Financial Risk Specialist accomplished in helping organizations manage investment, industry-specific and general economic risks. Detail-oriented in reviewing data and identifying impactful trends. Brings great presentation and interpersonal communication skills. Successful at reviewing suspicious activities and uncovering fraud. Experienced in meticulously and methodically assessing merchant portfolio batches each day. Excellent reporting and documentation skills.
Overview
14
14
years of professional experience
Work History
Remediation Support, Quality Analyst
Transworld Systems Inc.
06.2023 - Current
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Analyzed quality and performance data to support operational decision-making.
- Defined and implemented quality initiatives to reduce risk.
Patient Engagement Specialist
Conifer Patient Communications
09.2022 - 09.2023
- Answered incoming calls, scheduled appointments and filed medical records
- Responded to inquiries by directing calls to appropriate personnel
- Answered patient assistance calls, assessed needs, and offered qualified support
- Recommended service improvements to minimize recurring patient issues and complaints
- Provided excellent customer service to patients and medical staff
- Facilitated communication between patients and various departments and staff
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Followed document protocols to safeguard confidentiality of patient records
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Technical Support Representative
Kelly Services
03.2021 - 03.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Translated complex technical issues into digestible language for non-technical users
- Assisted customers with product selection based on stated needs, proposed use and budget
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and computers
- Managed high levels of call flow and responded to billing and technical support needs.
Unit Secretary
Navicent Health Medical Center
04.2019 - 04.2020
- Managed incoming calls and directed to appropriate department
- Organized paperwork such as charts and reports for office and patient needs
- Maintained rapport with physicians, nurses, and other healthcare personnel
- Maintained current and accurate medical records for patients
- Monitored inventory levels and advised management of need for replenishment
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
Individual Support Worker
River Edge Behavioral Health
09.2018 - 04.2019
- Monitored clients' overall health and well-being and noted significant changes
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information
- Consulted with supervisors to assess cases and plan strategies for enhancing care
- Entrusted to handle confidential and sensitive situations in professional matter
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
Sales Associate
DD's Discount Store
12.2015 - 01.2018
- Provided positive first impressions to welcome existing, new and potential customers
- Engaged with customers to effectively build rapport and lasting relationships
- Solved customer challenges by offering relevant products and services
- Increased sales by offering advice on purchases and promoting additional products
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Prepared large cash deposits with zero discrepancies
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
Direct Care Aide
Houston County Association For Exceptional Citizen
08.2010 - 02.2014
- Monitored and assisted residents through individual service plans
- Consulted with supervisors to assess cases and plan strategies for enhancing care
- Recognized and reported abnormalities or changes in patients' health status to case manager
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff
- Evaluated client progress toward established annual and quarterly goals.
Education
Bachelor Of Science - Healthcare Management
University of Phoenix
Tempe, AZ04.2019
Associate Of Arts - Health Administration
University of Phoenix
Tempe, AZ03.2017
Skills
- Call Center Operations
- Organizational Skills
- Client Rapport-Building
- Creative Issue Resolution
- Operational Policies Knowledge
- Training Junior Team Members
- De-Escalation Techniques
- Customer Communication and Empathy
- Microsoft Windows and Office
- Collaborative Team Player
- Account Administration
- Patient Information Collection
- Data Collection
- Patient Relations
- Comfort with Technology and Databases
- Patient Data Management Systems
- Billing Issue Resolution and Support
- Organization and Time Management
- HIPAA Regulations
- Patient Service
- Patient Privacy
- Data Analysis
- Risk Assessment
- Quality processes
- Audit processes
- Data Validation
- Training implementation
- Quality Improvement
- Strong Problem Solver
- Analytical Thinking
- Correction action planning
- Continuous Improvement
Timeline
Remediation Support, Quality Analyst
Transworld Systems Inc.
06.2023 - Current
Patient Engagement Specialist
Conifer Patient Communications
09.2022 - 09.2023
Technical Support Representative
Kelly Services
03.2021 - 03.2022
Unit Secretary
Navicent Health Medical Center
04.2019 - 04.2020
Individual Support Worker
River Edge Behavioral Health
09.2018 - 04.2019
Sales Associate
DD's Discount Store
12.2015 - 01.2018
Direct Care Aide
Houston County Association For Exceptional Citizen
08.2010 - 02.2014
Bachelor Of Science - Healthcare Management
University of Phoenix
Associate Of Arts - Health Administration
University of Phoenix