Fatimatou Jallow
Overland Park,KS
Summary
Experienced IT Consultant & Support Services Specialist with a Master's degree in Information Systems and Business Analytics. Over 10 years in consulting, client management, and service delivery, specializing in software support, data visualization, and healthcare information systems. Recognized for exceptional problem-solving and collaboration skills, with a proven track record of exceeding performance targets and improving client satisfaction.
Overview
14
14
years of professional experience
Work History
SERVICE DELIVERY MANAGEMENT CONSULTANT 2 - SUPPORT
Cerner Corporation
08.2022 - 06.2023
- Acted as the primary point of contact for customers, managing contracts and service engagements as outlined by Cerner Support Services (CSS).
- Built and maintained strong relationships with senior management across business lines and third-party partners.
- Planned and deployed support activities, ensuring effective service delivery within budgetary constraints.
- Advised clients on the optimal use of Cerner support services, products, tools, and procedures.
- Ensured service quality and maintained accurate account information.
- Assisted in Support contract renewals and contributed to pre-sales initiatives.
- Identified and communicated customer engagement opportunities, including technical events and business seminars.
SENIOR DELIVERY CONSULTANT
Cerner Corporation
03.2019 - 08.2022
- Executed system build, testing, and data conversion tasks using structured implementation methodologies.
- Configured, tested, and troubleshot solutions to enhance functionality across diverse client environments.
- Participated in client meetings and internal initiatives to streamline processes and improve efficiency.
- Identified and communicated project status, risks, and issues to clients and leadership teams.
- Collaborated with cross-functional teams to resolve complex issues and manage escalations effectively.
- Assisted clients in analyzing current workflows to optimize system implementation.
- Maintained strong client relationships, managing conflicts and complex situations to achieve business goals.
- Documented best practices and contributed to methodology improvements.
SENIOR SOLUTION ANALYST
Cerner Corporation
05.2016 - 03.2019
- Led complex troubleshooting investigations for front-end and back-end applications, utilizing troubleshooting tools, gathering information, shadowing end users, and testing workflows both internally and externally.
- Investigated and resolved technical issues via back-end methods including log file analysis, database queries, and server updates/cycling.
- Prioritized and managed tasks based on severity and urgency, balancing client and business needs in high-pressure situations.
- Collaborated cross-functionally across teams to address complex technical challenges and ensure appropriate resolution.
- Documented all troubleshooting activities, resolutions, and knowledge articles throughout the investigation lifecycle.
- Facilitated conflict resolution by listening to all perspectives and developing actionable plans for resolution.
- Delegated tasks effectively, set clear expectations, and provided follow-up to ensure progress and resolve roadblocks.
- Led team initiatives by identifying priorities aligned with business goals, fostering a positive and accountable work environment, and advocating for team needs.
- Shared expertise and mentored associates, promoting knowledge sharing and recognition of team achievements.
- Assisted clients to accurately assigned ICD-10, CPT, and HCPCS codes for diagnoses, procedures, and treatments to ensure proper insurance reimbursement.
- Assisted clients with claim submissions, identified errors, and resolved insurance denials to reduce revenue loss.
CUSTOMER SERVICE REPRESENTATIVE/PHARMACY HELP DESK
OptumRx
11.2009 - 05.2014
- Managed high-volume calls (up to 125/minute) in a fast-paced environment, consistently meeting performance metrics
- Processed customer pharmacy requests accurately and efficiently, enhancing customer satisfaction by 100%
- Documented, researched, and resolved issues, maintaining a record of exceeding service quality standards
Education
MASTERS - Information Systems and Business Analytics
Park University
Parkville, MO05.2022
BACHELORS - Mathematics
Park University
Parkville, MO12.2015
Skills
- Problem Solving
- Communication
- SQL
- Adaptability
- Time Management
- Presentation
- Collaboration
- Data Visualization
- Flexibility
- System Enhancements
- Problem-solving
- Strategic
- Analytical
- Client management
- Customer relations
- Data analytics
- Consulting
- Data mining
- Attention to detail
- Decision-making
Accomplishments
- Improved client satisfaction scores to 100% through enhanced service delivery and strategic recommendations.
- Mentored junior consultants and analysts, leading to increased team efficiency and professional growth.
- Reduced client service backlog from 120 to 18 within one month, improving operational efficiency and service delivery.
- Designed and facilitated training programs for several employees, improving productivity and skill development.
- Managed up to 30 client upgrades per month, consistently meeting deadlines and ensuring seamless transitions.
Timeline
SERVICE DELIVERY MANAGEMENT CONSULTANT 2 - SUPPORT
Cerner Corporation
08.2022 - 06.2023
SENIOR DELIVERY CONSULTANT
Cerner Corporation
03.2019 - 08.2022
SENIOR SOLUTION ANALYST
Cerner Corporation
05.2016 - 03.2019
CUSTOMER SERVICE REPRESENTATIVE/PHARMACY HELP DESK
OptumRx
11.2009 - 05.2014
MASTERS - Information Systems and Business Analytics
Park University
BACHELORS - Mathematics
Park University
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