Demetria Fields
Memphis,TN
Summary
Detail-oriented professional with expertise in data analysis and quality assurance. Proven ability to implement corrective actions and enhance compliance with regulatory standards, contributing to improved organizational efficiency.
Results-driven professional specializing in quality control and cross-functional collaboration. Known for developing training materials and monitoring performance metrics, with a commitment to implementing corrective actions that drive operational excellence.
Overview
5
5
years of professional experience
Work History
DATA QUALITY COORDINATOR
CVS Healthcare
REMOTE
08.2024 - Current
- Coordinated quality assurance activities to ensure compliance with regulatory standards.
- Developed and maintained comprehensive documentation for quality control processes.
- Conducted routine audits to identify areas for process improvement and compliance gaps.
- Collaborated with cross-functional teams to implement corrective action plans effectively.
- Monitored key performance indicators to evaluate the effectiveness of quality initiatives.
- Managed customer complaints efficiently, resolving issues promptly while minimizing negative impact on business operations.
- Analyzed data trends to identify opportunities for process improvements, leading to a more efficient workflow and higher quality output.
- Assisted with quality control audits.
- Implemented corrective action plans to address any identified deficiencies in the manufacturing process, reducing instances of defective products reaching customers'' hands.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Improved product quality by implementing new inspection procedures and guidelines.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Maintained open communication channels between departments so that any issues could be quickly addressed before affecting overall product quality.
- Conducted regular audits to maintain adherence to ISO 9001 standards and regulations.
- Developed educational materials used to train staff on QA standards.
Collector Agent
American Financial Management Inc.
REMOTE
06.2022 - 07.2024
- Negotiated payment arrangements with clients to reduce outstanding debts.
- Utilized collection software to track account statuses and manage follow-ups.
- Conducted thorough account reviews to assess client payment history and creditworthiness.
- Developed effective communication strategies to engage clients in repayment discussions.
- Resolved disputes and discrepancies to ensure accurate account management.
- Trained junior agents on best practices for collections and customer engagement.
- Analyzed collection processes to identify areas for efficiency improvements.
- Collaborated with legal teams on escalation of delinquent accounts when necessary.
- Collaborated cross-functionally with other departments to address complex cases or escalate issues when necessary.
- Resolved disputes with customers, resulting in mutually agreeable payment arrangements and preserving positive relationships.
- Streamlined collection efforts by implementing organized systems for tracking overdue accounts and past-due notices.
- Maintained accurate records of customer payments and contact information, ensuring efficient collection processes.
- Enhanced internal training programs by contributing valuable insights from personal experiences as a Collector Agent.
- Demonstrated empathy towards customers while remaining assertive in pursuing outstanding balances owed to the company.
Customer Service Representative
Advanced Call Center Technologies LLC
Memphis, TN
03.2021 - 07.2022
- Resolved customer inquiries through phone and chat support, ensuring high satisfaction levels.
- Utilized CRM software to track interactions and streamline communication processes.
- Collaborated with team members to develop effective resolutions for complex customer issues.
- Trained new representatives on company protocols and best practices for customer engagement.
- Facilitated patient inquiries and resolved issues efficiently to enhance customer satisfaction.
- Managed appointment scheduling and coordinated with healthcare providers to optimize patient flow.
- Assisted in the implementation of new customer service protocols to streamline communication processes.
- Provided comprehensive information on insurance benefits and eligibility, ensuring accurate coverage details.
- Monitored call quality and provided constructive feedback to improve service delivery standards.
- Collaborated with clinical teams to address complex patient concerns, ensuring timely resolutions.
- Analyzed customer feedback trends to recommend improvements in service offerings and procedures.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Education
High School Diploma -
MEMPHIS VIRTUAL ONLINE
Memphis, TNASSOCIATE MEDICAL ASSISTING - MEDICAL
Concorde Career College
Memphis, TN08-2027
Skills
- Preventive actions
- Training and development
- Change control procedures
- Customer satisfaction
- Corrective actions
- Regulatory dossiers
- Customer service
- Quality training
- Visual inspections
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Call center experience
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Payment processing
- Scheduling
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- De-escalation techniques
- Technical support
Timeline
DATA QUALITY COORDINATOR
CVS Healthcare
08.2024 - Current
Collector Agent
American Financial Management Inc.
06.2022 - 07.2024
Customer Service Representative
Advanced Call Center Technologies LLC
03.2021 - 07.2022
High School Diploma -
MEMPHIS VIRTUAL ONLINE
ASSOCIATE MEDICAL ASSISTING - MEDICAL
Concorde Career College