Dominica Foots
Management
White Hall,Ar
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
9
9
years of professional experience
Work History
PROGRAM MANAGER
AMBASSADORS FOR CHRIST
07.2023 - Current
- Recruit, hire, train, and coach staff members on program goals, projections, and general knowledge of the program
- Lead cross-functional teams in the successful execution of the Pathway Home 4 Department of Labor program
- Developed comprehensive project plans, timelines, and budgets
- Developed client flow charts, client engagement plans, and client retention plans
- Created curriculums and lesson plans
- Ensured effective communication between team members, stakeholders, vendors and community partners
- Planned and executed community engagement events, including quarterly luncheons
- Monitor project progress, identify risks, and implement mitigation strategies
- Gained partnerships with community, employer, Parole Board, Community Corrections, and Department of Corrections partners
- Created a monthly advisory board and conducted advisory board meetings
- Conduct CQI and SWOT analysis and reports
- Conducted employee evaluations and monitored the progress of each employee
- Created a written implementation plan
- Advised and reported to the Executive Management team, including the Executive Director of the organization
- Conduct strategic planning meetings
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- 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 professional development opportunities, contributing to improved overall performance.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
PROJECT MANAGER/OPERATIONS MANAGER
AFC, LLC
08.2021 - 06.2023
- Managed turn-key construction projects (order job site supplies, hirED contractors, acquired land, etc.,)
- Maintained Budgets for each project and created supply list according to Blueprints
- Maintained front office duties (payroll, drafted contracts, conducted staff meetings etc.)
- Ensured job site compliance according to state and county regulations
- Developed partnerships (Wells Fargo Home Mortgage, local sub-contractors, title companies and the local community
- Managed properties (rental properties, and home and land for sale)
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Identified plans and resources required to meet project goals and objectives.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Coordinated material procurement and required services for projects within budget requirements.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Negotiated and managed third-party contracts related to project deliverables.
- Created accurate budgets based on resource requirements, allowing for optimal allocation of funds across all aspects of the projects.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Maintained open communication by presenting regular updates on project status to customers.
- Analyzed project performance data to identify areas of improvement.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
NETWORK WORK MANAGEMENT & CALL CENTER
ARKANSAS BLUE CROSS
03.2015 - 07.2021
- Coordinate and prepare education and trainings throughout the region
- Direct contact with medical providers to promote Availity provider claims system and other enterprise initiatives
- Provided additional support and training to other departments, including the NDR
- Developed topics for community-based regional provider meetings
- Distributed program materials to selected providers
- Maintained a close relationship with medical providers
- Credentialed/ recredentialed and set up clinics, hospitals, nursing homes, pharmacies, including all medical providers on a regional basis
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Boosted customer service satisfaction ratings through consistent quality control.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Completed in-depth research and analysis and provided reports to executive management staff
- Worked closely with the Medical Director on appeals and denied claims
- Educated medical providers on coding (ICD-9, CPT etc.) and corrected claims
- Worked closely with all departments (Claims, Customer Service, Medicare plans, All lines of Business, Underwriting, Medical Directors, Regional Executives, Department Managers etc.)
Education
High School Diploma -
05.1993
I am skilled in the areas of project management, writing and implementing, management, and experience working in a major insurance company call center, insurance claims, and credentialing. I also have experience in leading a team and ensuring that my department provided excellent service. I am a team player and open and willing to learn new skills.
Skills
- Salesforce Application
- Customer Service
- Project Management
- Team Management
- MS Office proficiency
- Strategic Planning
- Team leadership and direction
- Process Improvement
- Medical Auditor
- Medical Credentialing
- Partnership Building
- Writing Skills (Published Author)
- Implementation Plan Writing
Hobbies and Interests
Writing, traveling and making meaningful connections.
Timeline
PROGRAM MANAGER - AMBASSADORS FOR CHRIST
07.2023 - Current
PROJECT MANAGER/OPERATIONS MANAGER - AFC, LLC
08.2021 - 06.2023
NETWORK WORK MANAGEMENT & CALL CENTER - ARKANSAS BLUE CROSS
03.2015 - 07.2021
Pine Bluff High School - High School Diploma,
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