Charlotte McDuffie
Milton,FL
Summary
Experienced System Support Specialist Manager with a strong focus on data integrity, quality assurance, and process optimization. Proven ability to lead teams, enhance system performance, and drive cross-departmental collaboration.
Overview
21
21
years of professional experience
Work History
System Support Specialist Manager
FamiliesFirst Network
09.2015 - 09.2026
- Supervision and management of Data Integrity Specialists Team and overseeing processes to ensure data accuracy.
- Fostered supportive relationships with team members, leadership, and stakeholders to enhance communication.
- Provided technical support for system issues.
- Coordinated training on new software, system updates, and onboarding for new staff to ensure effective integration.
- Collaborated with Case Management and other Policy, Quality, Training, and Data team members to
improve division wide data integrity. - Maintained accurate tracking systems for data integrity duties and provided tracking reports to internal
stakeholders. - Collaborated with cross-functional teams to identify system enhancements, driving process improvements across departments.
- Led initiatives for system audits, ensuring data integrity and security protocols were consistently met across platforms.
- Improved system performance by identifying and resolving technical issues in a timely manner.
DME Documentation Specialist
Gulf Medical Services Inc.
12.2011 - 09.2015
- Obtained and prepared documentation for billing of home medical equipment.
- Prepared and updated electronic and physical patient files.
- Streamlined document management systems to enhance accessibility and retrieval efficiency.
- Collaborated with cross-functional teams to ensure compliance with regulatory standards.
- Maintained rapport and communication with local providers.
Licensed Massage Therapist
Aqua Bella Family Fitness
03.2008 - 08.2008
- Provided therapeutic massage services.
- Provided front desk customer service, verifying insurance, sales of spa services and gym memberships.
- Assessed client needs through thorough consultations and customized treatment plans.
- Maintained accurate records of treatments and client progress to ensure continuity of care.
Expedia.com Customer Service Representative
TRX/TATA
03.2007 - 08.2007
- Provided customer support for Expedia.com customers.
- Assisted with booking of airfare, hotels, rental cars and fixing any itinerary issues.
- Responded to customer requests for products, services, and company information.
Cashier and Customer Service
Pic & Sav/Grocery Outlet
12.2005 - 11.2006
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained an accurate cash drawer, ensuring proper billing and change distribution.
- Provided coverage of customer service desk assisting with product returns, Western Union transactions and other service desk needs.
- Provided coverage of in-store U.S. Postal Office assisting customers with preparing certified letters and weighing packages.
Education
High School Diploma -
Milton High School
Milton, FLCertificate of Massage Therapy -
Pensacola School of Massage Therapy
Pensacola, FLSkills
- High volume data integrity management
- Quality assurance and process improvement
- Audit Preparation
- Electronic and physical records management
- HR and timecard management
- Employee management and performance review
- Data analysis
- Expense report management
- Technical support and customer service
- Remote support with virtual collaboration
- Web security, HIPAA, ROI and privacy regulations
- System administration
Timeline
System Support Specialist Manager
FamiliesFirst Network
09.2015 - 09.2026
DME Documentation Specialist
Gulf Medical Services Inc.
12.2011 - 09.2015
Licensed Massage Therapist
Aqua Bella Family Fitness
03.2008 - 08.2008
Expedia.com Customer Service Representative
TRX/TATA
03.2007 - 08.2007
Cashier and Customer Service
Pic & Sav/Grocery Outlet
12.2005 - 11.2006
High School Diploma -
Milton High School
Certificate of Massage Therapy -
Pensacola School of Massage Therapy
Software Application/Proficiency
Microsoft Office 365 Excel/Teams, Adobe Pro, UKG, Oracle, FL Shots, DJJ/JJIS, CCIS Clerk sites, Local LEO and FLDE sites, Credit Bureau sites (Experian, Equifax, Transunion), CCWIS/SACWIS, FSFN.