Cassandra Lamey
Saint Albans,New York
Summary
Proactive [Job Title] offering [Number] years of demonstrated success aiding companies to optimize and streamline processes to propel improvements in efficiency, productivity and revenue generation. Practiced business consultant with in-depth understanding of all facets from marketing to operations. Ambitious and confident leader with invaluable insights and critical-thinking skills.
Overview
12
12
years of professional experience
Work History
Product Services & Management Analyst
NORTHWELL HEALTH
08.2022 - Current
- Analyzes, verifies, tracks and recommends for development of implementation plans for system development and implementation of products and solutions which may include discovery, design, conversion, testing, and/or any other components of the project plan cycle and agile delivery
- Serves as a liaison between business and technology teams
- Participates in developing and delivering training programs for current and prospective users; educates practice, site, and corporate management on project operations and procedures
- Assists implementation team in configuring HIPAA rules based on System policies and legal requirements
- Ensures processes are compliant with system policies, applicable laws, and contractual bargaining agreements
- Performs solution audits; resolves discrepancies, as required
- Collaborates with implementation teams to resolve user issues
- Consults with departments to provide customer support during and post implementation
- Conducts post implementation satisfaction surveys; advises management of results and recommends actions; troubleshoots issues and resolves concerns as well as recommends necessary fixes; consults with newly acquired facilities and designs transition and implementation plans.
Product Services & Management Specialist
NORTHWELL HEALTH
01.2020 - 07.2022
- Served as a stakeholder for assigned New Business Ambulatory Sites onboarding with Northwell Health
- Assisted with the implementation of Soarian by providing on site and virtual support to staff during and post implementation, working as a liaison between project manager, Northwell leadership and support staff
- Analyzed, troubleshooted, escalated, and resolved staffs’ concerns
- Hosted manual migration appointment entry classes to train clinical and administrative staff how to use Soarian while working with their specialty workflow
- Assisted with the creation of guest Ilearn accounts, enrolling, and monitoring the completion of onboarding staff’s Web Based and Instructor Led training classes
- Submitted staffs’ application access request for Soarian and GECB to the Project Access Training and Project Access Security team
- Well versed in performing analysis, verification and tracking of data
- Used IT related platforms such as Google DOCS, Microsoft 365, Microsoft Office, Soarian, Allscripts, GE Centricity Business, KRONOS, Chrome River and Microsoft TEAMS.
Customer Service Agent
NORTHWELL HEALTH
01.2018 - 12.2019
- Answered phone calls at the Health System centralized call center for the Neurology and OBGYN service lines
- Used Soarian to schedule, cancel, confirm patient’s appointments
- Communicated effectively with patients to obtain necessary demographics and insurances
- Used Soarian and HDX to verify patient’s insurance coverage
- Used Allscripts to obtain medication refill requests and to send tasks to physicians and their secretaries
- Maintained a call volume of 50 calls per day, exceeding expectation of adhering to the daily schedules and customer satisfaction.
Assistant Store Manager
SPRINT CORPORATION
01.2016 - 12.2017
- Managed sales team to provide unparallel customer experience, resulting in customer loyalty and successful business outcome for Sprint
- Inspired continuous learning on new products and solutions while encouraging consistent success and career development through formal, monthly one- on- one coaching sessions
- Compiled and Analyzed individual and team performance statistical data against business goals and implementing business improvement strategies
- Delivered operational and merchandising excellence in a dynamic environment
- Conducted payroll functions, developed schedules for employees, inputted daily schedule changes, monitored clock-in/ clock- out in Peoplesoft and signed off on payroll prior to submission deadline
- Prepared and analyzed reports such as overtime, employee attendance, time utilization and other reports
- Assisted with the onboarding of new staff members by reviewing and verifying hiring-related documents, entered I-9 documentation into the system and prepared paperwork for audits
- Assisted with the orientation process and in-service training by preparing PowerPoint presentations to train employees.
Customer Service Supervisor
SPRINT CORPORATION
12.2014 - 12.2015
- Managed daily sales floor operation to deliver an outstanding store experience that improves customer loyalty and strengthened the Sprint brand
- Effectively partnered with customers and team members to resolve complex situations
- Conducted weekly observance and provided effective feedback to sales consultants as they executed Sprint’s products, services, and sales process to maximize performance
- Provided ongoing training and awareness of Sprint’s products, services, and promotions to our sales consultant to maximize their sales while saving customer’s money and protecting their investments
- Assisted the management team to achieve and exceed key performance objectives including sales and customer satisfaction goals
- Assisted store management team in store opening/closing procedures as required.
Customer Service Representative
SPRINT CORPORATION
05.2012 - 11.2014
- Performed sales transactions by providing a total sales solution to Sprint customers for any of their wireless/ mobility needs with minimal wait times
- Accurately sets up accounts, so that customers are ready to use their new devices and plans as soon as they leave the store
- Troubleshooted customers issues, resolved concerns as well as recommending necessary fixes
- Identified the right products for customer’s need and solution for customer billing, technical and account issues
- Complied with all operational policies and procedures, including the Sprint’s Code of Conduct
- Maintained above 100% customer satisfaction monthly surveys.
Education
Bachelor of Science - Business Administration
York College
Associate of Science - Criminal Justice
Queensborough Community College
High School Advanced Regents Diploma -
Francis Lewis High School
Skills
- Interpersonal
- Critical thinking
- Customer Service
- Problem solving
- Communication
- Time Management
- Multitasking
- Adaptability
- Computer Skills
- Organization
- Project Management
- Decision Making
- Detail Oriented
Timeline
Product Services & Management Analyst
NORTHWELL HEALTH
08.2022 - Current
Product Services & Management Specialist
NORTHWELL HEALTH
01.2020 - 07.2022
Customer Service Agent
NORTHWELL HEALTH
01.2018 - 12.2019
Assistant Store Manager
SPRINT CORPORATION
01.2016 - 12.2017
Customer Service Supervisor
SPRINT CORPORATION
12.2014 - 12.2015
Customer Service Representative
SPRINT CORPORATION
05.2012 - 11.2014
Bachelor of Science - Business Administration
York College
Associate of Science - Criminal Justice
Queensborough Community College
High School Advanced Regents Diploma -
Francis Lewis High School
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