Dynamic Senior Operations Associate with a proven track record at SamaCare, excelling in Agile project management and cross-functional collaboration. Achieved a 61% reduction in implementation time through strategic planning and risk management. Adept at stakeholder communication and process optimization, driving efficiency and enhancing client satisfaction.
Hi, I’m
C. Denise Burrell
Garner,NC
Summary
Overview
13
years of professional experience
2
Certifications
Work History
SamaCare
Senior Operations Associate | Project Coordinator
07.2022 - Current
Job overview
- Led cross-functional collaboration between operations, sales, and customer success, ensuring alignment on project goals and proactively addressing risks.
- Developed and managed project roadmaps using Jira and Monday.com, reducing implementation time by 61% through structured planning and execution.
- Facilitated Agile ceremonies, including sprint planning and retrospectives, to enhance team collaboration and delivery efficiency.
- Owned risk identification and mitigation efforts, preventing potential project delays by addressing bottlenecks early.
- Monitored and analyzed project KPIs using Metabase and Superset, providing leadership with data-driven insights for decision-making.
- Maintained project documentation and ensured compliance with audit and regulatory requirements.
- Collaborated with stakeholders across operations, sales, and customer success, optimizing processes to increase efficiency and client satisfaction.
Computershare LTD
Customer Resolution Specialist
02.2022 - 06.2022
Job overview
- Managed escalations, ensuring timely resolution of customer issues within SLA targets.
- Analyzed customer trends to recommend workflow improvements, reducing response time inefficiencies.
SelectQuote Insurance Agency
Customer Service Representative
09.2019 - 04.2021
Job overview
- Assisted customers with policy management while ensuring regulatory compliance.
- Provided training and knowledge-sharing sessions to improve team efficiency.
GEICO Insurance Agency
Licensed Customer Service Representative - Call Center
12.2012 - 06.2018
Job overview
- Led training efforts and facilitated knowledge transfer across new hire cohorts
- Participated in internal process review initiatives, helping identify bottlenecks and improve agent workflows
Education
Southern New Hampshire UniversityHooksett, NH
Bachelor of Science from Business Administration And Project Management
12-2027
University Overview
Scrum AllianceGarner, NC
Certificate in Scrum
12-2024
University Overview
Accreditation Council For Medical Affairs (ACMA)Oradell, NJ
Certified Prior Authorization Specialist
01.2023
University Overview
Germanna Community CollegeFredericksburg, VA
General Equivalency Diploma from General Studies
01.2012
University Overview
Skills
- Agile and Scrum project management
- SaaS operations support
- EHR integration expertise
- Cross-functional collaboration
- Sprint planning and backlog management
- Process optimization strategies
- Risk management
- Stakeholder communication
- Requirements gathering and documentation
Technical Proficiencies
Technical Proficiencies
Project Management Tools: Jira, Monday.com, Trello, Asana, ClickUp, Smartsheet, Wrike
Collaboration & Visualization: Miro, Confluence
Data & Reporting: Metabase, Superset, Tableau
General Productivity & Workflow Tools: Google Suite, Microsoft Office, SaaS, Freshdesk Analytics
Methodologies & Frameworks: Scrum, Agile, Lean, Kanban, Process Improvement, SWOT Analysis, Workflow Optimization
SamaLama Honoree | 2024-25
SamaLama Honoree | 2024-25
Awarded the SamaLama Honoree (2024–25) for leading impactful process improvement initiatives, driving cross-functional collaboration, and contributing to project success through strategic planning, stakeholder alignment, and operational execution. Recognized for the ability to optimize workflows, enhance team performance, and support organizational goals through project leadership and data-informed decision-making.
Certification
Certified Prior Authorization Specialist - Accreditation Council for Medical Affairs
Timeline
Senior Operations Associate | Project Coordinator
SamaCare
07.2022 - Current
Customer Resolution Specialist
Computershare LTD
02.2022 - 06.2022
Customer Service Representative
SelectQuote Insurance Agency
09.2019 - 04.2021
Licensed Customer Service Representative - Call Center
GEICO Insurance Agency
12.2012 - 06.2018
Southern New Hampshire University
Bachelor of Science from Business Administration And Project Management
Scrum Alliance
Certificate in Scrum
Accreditation Council For Medical Affairs (ACMA)
Certified Prior Authorization Specialist
Germanna Community College
General Equivalency Diploma from General Studies