Crystal Thomas
Flat Rock,MI
Summary
Competent Quality Assurance Specialist with three years of experience in oversight of quality excellence. Proven record of quality leadership in all facets of production, team performance and fulfillment or delivery. Strategic in planning, implementing and improving processes and standards which generate opportunities for sustainable company growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Quality Specialist III
Envolve Pharmacy Solutions
2022.12 - Current
- Conduct quality reviews of Vendor and Escalation teams
- Identify and monitor trends and quality risks
- Identify and provide training in response to trends and patterns identified
- Deliver quality performance feedback to agents, vendor auditors and management
- Lead quality calibration sessions with quality team members and management
- Identify and implement quality improvement initiatives
- Assist with developing policies, procedures and setting performance standards for call center initiatives to improve our relationship with our vendor team
- Collaborate with training department, escalation leadership and vendor leadership.
Quality Specialist I
Envolve Pharmacy Solutions
2021.05 - 2022.12
- Conduct quality reviews
- Provide coaching to agents and feedback to supervisors on quality audits
- Identify and monitor trends in the call center
- Identify and create quality improvement initiatives
- Collaborate with training department.
Certified Pharmacy technician II, Captain and Certified Training Liaison
Meridian Health Plan
2018.11 - 2021.05
- Took on a leadership role as part of the Captain Team
- Worked on multiple projects including a job aid with leadership for PA audit reporting, 2020 Mem Standard reporting and LOB Training material
- Assisted providers/pharmacies and members while providing one call resolution
- Ensured timely processing and review of coverage determination requests to meet departmental goals and state/federal timelines
- Learned all lines of business to better assist the call center
- Documented data input and output accurately to ensure compliance with CMS and corporate directives.
Café Training Manager
Panera Bread
2018.04 - 2018.11
- Conducted orientation for new hires and organized new hire training
- Implemented cross training schedule for associates
- Reviewed all training materials for accuracy
- Analyzed daily/weekly/monthly food variances
- Utilized on hand product vs sales projections for accurate ordering.
Service/Bar Manager
Bahama Breeze
2016.01 - 2018.04
- Motivated, trained, and disciplined employees to maximize performance
- Managed service and bar team schedules
- Managed bar budget/bar costs and cleanliness
- Oversaw inventory by ordering precise quantities of stock and implementing loss prevention monitoring
- Managed guest satisfaction by talking with guests.
Assistant General Manager
Joe’s Crab Shack
2010.02 - 2016.01
- Resolved problems promptly to elevate customer approval
- Managed schedule/hiring/training for all departments
- Managed restaurant budget and inventory/ordering
- Managed store marketing
- Maintained high levels of cleanliness.
Education
CEU’s in Floral Design -
Macomb Community College
01.2008
Early Childhood Education -
Schoolcraft Community College
01.2007
Skills
- Communicative
- Organizational
- Detail Focused
- Dedicated
- Problem Solving/Decision Making
- Leadership
- Group Speaking
- Data Analysis
- Vendor and Client Relations
- Documentation and Reporting
- Team Collaboration
- Risk Management
- Performance Monitoring
- Regulatory Compliance
- Detail Oriented
- Internal Audits
- Collaboration Skills
- Analytical Thinking
- Quality Improvements
- Team Leadership
Certification
- CPhT certified through Pharmacy Technician Certification Board
- Licensed Pharmacy Technician through Department of Licensing and Regulatory Affairs (LARA)
Affiliations
- Full time career women
- Full time mom of boys
- Full time mom to cats, dogs and chickens
- Dedicated to learning new skills, currently making bread, refurnishing furniture, making crafts, learning to sew
- Enjoy reading and connecting with others
References
References available upon request.
Timeline
Quality Specialist III
Envolve Pharmacy Solutions
2022.12 - Current
Quality Specialist I
Envolve Pharmacy Solutions
2021.05 - 2022.12
Certified Pharmacy technician II, Captain and Certified Training Liaison
Meridian Health Plan
2018.11 - 2021.05
Café Training Manager
Panera Bread
2018.04 - 2018.11
Service/Bar Manager
Bahama Breeze
2016.01 - 2018.04
Assistant General Manager
Joe’s Crab Shack
2010.02 - 2016.01
CEU’s in Floral Design -
Macomb Community College
Early Childhood Education -
Schoolcraft Community College
- CPhT certified through Pharmacy Technician Certification Board
- Licensed Pharmacy Technician through Department of Licensing and Regulatory Affairs (LARA)
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