Estella Bohanna Bounds
Memphis,TN
Summary
Detail- oriented with a strong background in leading cross-functional teams and delivering projects on time and within budget. Experienced in project planning, risk management, and stakeholder communication. My creativity and innovate thinking skills helps me develop intelligent solutions to business problems.
Overview
10
10
years of professional experience
Work History
Customer Support Manager
Fed-EX
09.2023 - 02.2025
- Managed all aspects of shipment's document control, audit processes and post shipment audits
- Making sure federal and state standards are met while assisting with auditors and helping to keep facilities accredited
- Exceeded production goals by 90% while maintaining quality
- Creating, executing, and automating tests to identify errors and ensure quality
- Focused on the detailed evaluation and verification qualifications, ensuring they meet regulatory and organizational standards
- Propose measures and process improvements to enhance operations, ensure reliability of systems, and minimize downtime, errors, and defects
- Maintaining and documenting processes, and analyzing audits outcomes while identifying areas for improvement and suggesting measures to correct or enhance operations
Call Center Supervisor
Care Centrix
06.2020 - 09.2023
- Skilled communicator who promotes brands by cultivating lasting relationships with key customers
- Responsible for system development and support of solutions to business problems
- Communicated and gained trustworthy relationships with new prospective members
- Assist in preparing project plan and technical and functional specifications
- Responsible for development according to standards and best practices
- Set out goals correctly that are achievable and measurable within the job role
- Applying existing business practices, systems, procedures, policies, and their inter-relationships to ensure innovative and cost-effective solutions to business and technical issues
Onboarding Specialist
Blue Cross Blue Shield
05.2018 - 06.2020
- Introduce new employees to company's systems, structures and culture
- Administering any paperwork or materials employees need to begin their tasks
- Collaborate with the HR, the hiring manages, and other stakeholders to ensure a smooth transition for new employees
- Monitoring the progress and integration of new employees, identifying any challenges and providing support as needed
- First point of contact for employee questions regarding policies and resources
- Develop in-house training programs and training materials utilizing existing staff content experts and extensive collaboration with community partners
- Guided new hires and internal agents through media-based programs, or facilitate informal collaborative learning programs
Process Excellence Leader
Carrier Corp
08.2015 - 05.2018
- Perform audits of Cx teams throughout the plant
- Maintain history files for collected data
- Coached team members in utilizing lean tools and kaizen techniques to increase efficiency
- Provide general assistance to Process Improvement Manager in all productivity improvement programs
- Create plans to increase production and decrease cost
- Worked with industrial engineering team to create visual aids/standard of work documentation for all production jobs
- Participate and Lead Kaizen Events ensuring cost effective results
Education
High School -
Melrose High School
01.1985
Skills
- Customer retention
- Enrollment
- CRM software
- Quality control
- Report Analysis
- Process improvement
- Documentation
- Project Management
- Excel
- Microsoft Word
- Accreditation compliance
- Medical coding
- Cold calling
- Performance developing
- Inventory Control
- SOP's
- Accuracy and precision
- Process Leader
- Data Entry
Timeline
Customer Support Manager
Fed-EX
09.2023 - 02.2025
Call Center Supervisor
Care Centrix
06.2020 - 09.2023
Onboarding Specialist
Blue Cross Blue Shield
05.2018 - 06.2020
Process Excellence Leader
Carrier Corp
08.2015 - 05.2018
High School -
Melrose High School