C'Tera Petties
Houston,TX
Summary
Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
Overview
9
9
years of professional experience
Work History
Program Manager, Customer Service Representative
US Bank National Association
08.2022 - Current
- Facilitated workshops and conducted one-on-one training to educate team members.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Leveraged project management processes and tools to define and execute projects.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Coached team members on productivity strategies to accomplish challenging goals.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Data Entry Manager
New Dimension Pharmacy
07.2020 - 07.2022
- Audited production reports, tracking data entry and processing errors.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Completed bi-weekly payroll for 25 employees.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Facilitated/led weekly conference calls with management to discuss department updates and strategies.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Created and maintained department work schedules for adequate coverage during operating hours and overtime shifts.
- Reviewed budget forecasts factoring department staffing and production needs.
- Reported statistics requested by senior management accounting for database growth and call volume.
- Negotiated and executed contracts on behalf of department.
- Built and managed processes for tracking and monitoring department performance.
Senior Medical Receptionist
New Dimension Pharmacy
07.2019 - 07.2020
- Conducted patient intake interviews, recording and documenting relevant information.
- Managed office bookkeeping with insurance billing and patient payments.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Assessed and forwarded procedure and service details to correct coding staff to best categorize for insurance purposes.
- Answered phone calls and messages for 12-physician medical facility, scheduling appointments, and handling patient inquiries.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Medical Support Assistant/Medical Receptionist
Memorial Hermann
06.2017 - 07.2019
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Assessed and forwarded procedure and service details to correct coding staff to best categorize for insurance purposes.
- Referred and screened patients to make best use of resources, triage staff, and serve community members.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
- Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed and preparing information to be disseminated.
Customer Service Representative
Call Center
09.2015 - 06.2017
- Performed regular assessments regarding customer complaints to generate suggestions that improved customer satisfaction and retention by 5%
- Responded to customer requests for products, services, and company information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Received top scores on customer evaluations for thoroughly cleaning the office(s)
- Met or exceeded customer satisfaction numbers on a regular basis
- Responsible for maintaining customer files
- Monitored employee productivity
- Responsible for providing a pleasant experience for guests
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Certificate - Data Analytics
Google
Online07-2022
High School Diploma -
Morton Ranch High School
Katy, TX06.2014
Skills
- Microsoft Office Word
- Systems Optimization
- Project Management
- Procurement
- Customer Service
- Program performance analysis
- Data Analysis
- Microsoft Excel
- Microsoft Office
- Leadership and Teamwork
- Complex Problem Solving
- Interpersonal Communication
Timeline
Program Manager, Customer Service Representative
US Bank National Association
08.2022 - Current
Data Entry Manager
New Dimension Pharmacy
07.2020 - 07.2022
Senior Medical Receptionist
New Dimension Pharmacy
07.2019 - 07.2020
Medical Support Assistant/Medical Receptionist
Memorial Hermann
06.2017 - 07.2019
Customer Service Representative
Call Center
09.2015 - 06.2017
Certificate - Data Analytics
Google
High School Diploma -
Morton Ranch High School
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