Work History
Education
Skills
Timeline
Generic

FATIMATOU JALLOW

Overland Park,Kansas

Work History

Support Service Owner

Cerner Corporation
08.2022 - 06.2023
  • Managed service contracts and support engagements, achieving 100% on-time delivery within budget.
  • Developed and implemented support strategies, reducing backlog by 85% (from 120 to 18 tickets) within one month through streamlined workflows.
  • Partnered with senior executives and third‑party vendors to align service offerings with evolving business objectives.
  • Advised clients on product adoption, tools, and best practices, increasing service utilization.
  • Established reporting cadences to ensure service transparency, accountability, and continuous improvement.
  • Owned service level agreements (SLAs) and key performance indicators (KPIs), maintaining >99% compliance and driving quarterly performance reviews with clients.
  • Led change initiatives across service teams during tool transitions, ensuring minimal disruption and >95% user adoption within the first month.

Senior Delivery Consultant

Cerner Corporation
03.2019 - 08.2022
  • Led 30+ system implementations per month, improving client time‑to‑live and enhancing operational efficiency.
  • Conducted deep-dive analyses to identify process bottlenecks, presenting recommendations that reduced average resolution time.
  • Executed system build, testing, and data conversion tasks using structured implementation methodologies.
  • Mentored junior consultants and collaborated with leadership to refine consulting methodologies.
  • Collaborated with cross-functional teams to resolve complex issues and manage escalations effectively.
  • Delivered end-user training and post-go-live support, ensuring high adoption and long-term client success.
  • Partnered with client stakeholders to gather requirements, translate business needs into technical specifications, and ensure delivery alignment.

Customer Service Representative / Pharmacy help Desk

OptumRx
11.2010 - 05.2014
  • Answered a constant flow of customer calls with up to 125 calls in queue per minute .
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Gathered and verified all required customer information for security purposes.
  • Placed orders for medication refills and new prescriptions.
  • Checked and provided information to members regarding their pharmacy benefits and remaining refills.
  • Helped pharmacies process claims and placed overrides.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Met or exceeded service and quality standards every review period.

Senior Solution Analyst

Cerner Corporation
04.2016 - 03.2019
  • Defined and documented business requirements for front-end and back-end system enhancements, increasing user adoption.
  • Led complex troubleshooting investigations, resolving 95% of escalations within SLA targets by conducting root‑cause analysis and implementing lasting solutions.
  • Delegated tasks effectively, set clear expectations, and provided follow-up to ensure progress and resolve roadblocks.
  • Created and maintained knowledge articles and best‑practice documentation to support continuous improvement initiatives.
  • Coached and trained a team of 10+ analysts, fostering a culture of knowledge sharing and accountability.
  • Evaluated legacy workflows and proposed innovative redesigns, reducing manual intervention and increasing efficiency.
  • Championed knowledge-sharing sessions and cross-training initiatives, fostering a stronger analyst team.
  • Served as a go-to subject matter expert (SME) during critical issues escalations, supporting both clients and internal teams through resolution and recovery.

Education

Bachelor of Science - Mathematics

Park University
Parkville, MO

Associate of Applied Science - Electronics Technology

Johnson County Community College
Overland Park, KS

Master of Science - Business Analytics And Information Systems

Park University
Parkville, MO

Skills

  • Adaptability
  • Data analysis proficiency
  • Strong focus on accuracy
  • Change management proficiency
  • Skilled in task prioritization
  • Effective resource allocation
  • Proficient in conflict resolution

Timeline

Support Service Owner

Cerner Corporation
08.2022 - 06.2023

Senior Delivery Consultant

Cerner Corporation
03.2019 - 08.2022

Senior Solution Analyst

Cerner Corporation
04.2016 - 03.2019

Customer Service Representative / Pharmacy help Desk

OptumRx
11.2010 - 05.2014

Bachelor of Science - Mathematics

Park University

Associate of Applied Science - Electronics Technology

Johnson County Community College

Master of Science - Business Analytics And Information Systems

Park University

Similar Profiles

CREATE PROFILE
FATIMATOU JALLOW