Hendeh Makor BBA
DFW
Summary
Accomplished Account Specialist and Business Analyst at Texas Health Resources, dedicated to enhancing patient engagement and operational efficiency. Proven ability to leverage analytical skills in business analysis and healthcare processes, resulting in a 40% increase in customer satisfaction. Recognized for exceptional problem-solving capabilities and strong interpersonal communication. Focused on optimizing processes and nurturing collaborative environments to drive organizational success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Behavioral Health Acct Specialist/Business Analyst
TEXAS HEALTH RESOURCES
Southlake, TX
08.2022 - Current
- Documented department activities through logs and reports
- Streamlined daily documentation across departments, ensuring smooth communication and eliminating patient bottlenecks
- Compiled weekly reports for senior management, detailing both successes and areas for improvement
- Enhanced overall patient engagement in behavioral health services within 6 months by introducing a streamlined feedback system that prioritized their needs and concerns
- Facilitated effective patient transitions within 6 months by optimizing protocols, which significantly improved the flow of care and reduced gaps in treatment
- Enhanced leadership support by establishing and overseeing detailed project plans over a 4-month period, leading to improved coordination and issue resolution in behavioral health initiatives
- Facilitated successful cross-departmental initiatives by analyzing data and gathering requirements, leading to improved behavioral health service delivery within 4 months
- Identified, tracked, and resolved business and technical issues, coordinating product delivery and development/maintenance releases
- Supported key operational and technical processes, developing content for internal/external briefings, reports, and documentation
Quality Assurance Specialist
FIDELITY INVESTMENTS
07.2020 - 08.2022
- Reviewed workflow to enforce adherence to customer requirements and expectations
- Managed continuous improvement initiatives to optimize performance
- Evaluated company processes and determined areas in need of improvement or corrective action
- Built and maintained positive relationships with team members and supervisors
- Communicated policy updates to the department, answered questions, and monitored compliance
- Improved employee skills and increased team value with new training opportunities and empowering leadership
Customer Service Specialist
HOUK AIR CONDITIONING
06.2017 - 07.2020
- Increased customer satisfaction scores by 40% within 6 months through strategic training sessions for new team members
- Built and maintained positive relationships with team members and supervisors
- Used business development frameworks and strategic growth strategies to develop short- and long-term customer service plans
- Facilitated clear communication between distribution centers, carrier companies, and customers to expertly resolve inquiries
- Led training and onboarding programs to assist new hires with meeting targets
CUSTOMER SERVICE SUPERVISOR
DIALOG DIRECT
03.2012 - 05.2017
- Assisted customer service agents with complaints and issues during times of department short staffing
- Proactively addressed customer concerns to prevent escalations and complaints
- Coached new team members on service techniques and provided scoring through the quality assurance program
- Developed and maintained strong relationships with customers to foster repeat business
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
Master Business Administration - Management
Texas Woman's College
Denton, Texas12-2025
Bachelor of Business Administration -
Texas Woman's College
Denton, Texas05-2023
Skills
- Adaptability
- Agile methodologies
- Analytical skills
- Behavioral health
- Business Analysis
- Certified Scrum Master
- Customer service
- Interpersonal communication
- Leadership
- Operational Reporting
- Performance metrics
- Problem Solving
- Project Management Professional
- Project planning
- Quality Assurance
- Stakeholder Coordination
- Team Collaboration
- Training
- Written communication
- Customer relations
- Quality assurance
- Operational enhancement
- Continuous improvement
- Documentation management
Certification
- CSM (Certified Scrum Master), Certified Scrum Master
- PSM, Professional Scrum Master Certified
- Project Management Professional (PMP), Project Management Professional
Projects
Patient Transition Improvement Initiative, 01/01/23, Present, Collaborated with a team of 10 staff members, including 2 nurses, 4 technicians, 1 behavioral health coordinator, and 3 outpatient assistants, to enhance patient transitions from inpatient to outpatient care. Collaborated with inpatient staff to create a referral tracking system, ensuring seamless follow-up and continuity of care post-discharge. Conducted several reviews and feedback sessions with healthcare professionals to identify gaps and implement effective solutions. Successfully reduced transition-related issues by 40%, enhancing patient satisfaction and care outcomes. Facilitated training sessions for staff and volunteers on the new system, improving overall efficiency and communication.
Timeline
Behavioral Health Acct Specialist/Business Analyst
TEXAS HEALTH RESOURCES
08.2022 - Current
Quality Assurance Specialist
FIDELITY INVESTMENTS
07.2020 - 08.2022
Customer Service Specialist
HOUK AIR CONDITIONING
06.2017 - 07.2020
CUSTOMER SERVICE SUPERVISOR
DIALOG DIRECT
03.2012 - 05.2017
Master Business Administration - Management
Texas Woman's College
Bachelor of Business Administration -
Texas Woman's College
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