Enesha Edwards
Detroit
Summary
Results-oriented Implementation Specialist with a proven track record in installing applications both onsite and remotely. Recognized for exceptional client service and support, demonstrating a high level of patience and technical expertise. Committed to leveraging technology to enhance user experience and streamline processes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Implementation Specialist
PERQ
Detroit
04.2022 - Current
- Assist customers through software setup, onboarding, and configuration steps.
- Follow structured technical instructions from internal teams during implementations and troubleshooting.
- Communicate professionally with end users and guide them through required setup actions.
- Coordinate access to required systems or settings during configuration.
- Document each implementation, track progress, and submit clear completion notes.
- Troubleshoot issues during onboarding and escalate findings to engineering when needed.
- Support communication tools including call/text workflows, platform connections, and system settings.
Grievance & Appeals Coordinator
Tenet
Detroit
06.2018 - 03.2022
- Managed grievance and appeal cases from intake through determination.
- Reviewed documentation, verified compliance, and coordinated with staff and members.
- Maintained accurate records, prepared written responses, and tracked deadlines.
Grievance & Appeals Investigator
Blue Cross Blue Shield
Detroit
05.2016 - 06.2018
- Investigated member grievances and coordinated resolution with stakeholders.
- Documented case activity, met SLAs, and ensured CMS compliance.
- Analyzed complaint trends using Excel and supported improvements.
Member Services Representative
Blue Cross Blue Shield
Detroit
11.2013 - 05.2016
- Resolved member issues regarding coverage, billing, and benefits.
- Explained complex information clearly and documented interactions.
Education
Master of Science - Cybersecurity
Regent University
05-2026
Bachelor of Arts - Journalism & Public Relations
Columbia College Chicago
05-2013
Skills
- SaaS configuration
- API workflows
- Basic hardware setup
- Comfort with connecting devices
- Following technical instructions
- Communication platform setup
- Workflow design
- Documentation
- Technical troubleshooting
- Virtual machines
- Linux command line
- Microsoft 365
- CRM systems
- Excel (pivot tables, lookups)
- High-volume workload management
- Case investigation
- SLA tracking
- CCTV familiarity
- Strong customer communication
- Ability to work independently
- Reliability in field or remote environments
Certification
CompTIA Network+, In Progress
Timeline
Implementation Specialist
PERQ
04.2022 - Current
Grievance & Appeals Coordinator
Tenet
06.2018 - 03.2022
Grievance & Appeals Investigator
Blue Cross Blue Shield
05.2016 - 06.2018
Member Services Representative
Blue Cross Blue Shield
11.2013 - 05.2016
Master of Science - Cybersecurity
Regent University
Bachelor of Arts - Journalism & Public Relations
Columbia College Chicago