Summary
Overview
Work History
Education
Skills
Timeline
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Kandice Walker

Hutto,TX

Summary

Operations supervisor with proven ability to tackle both routine and complex business challenges through innovative problem-solving. Experienced mentor and trainer recognized for leadership in streamlining operations and enhancing productivity. Extensive expertise in industry sector businesses, fostering strong relationships to achieve project goals and implement effective improvement strategies.

Overview

14
14
years of professional experience

Work History

Medicaid Operations Specialist - Reporting and Compliance

BlueCross BlueShield of Texas
Austin, TX
02.2023 - Current
  • Evaluated and reported daily, monthly, and quarterly compliance with KPIs
  • Coordinated employee engagement efforts to maximize team cohesiveness, morale, and productivity
  • Ensured adherence to SLA terms and conducted live audits for quality assurance
  • Automated tools usage like Power BI and Tableau for data analytics
  • Managed projects related to system transformation, quality, and service coordination
  • Created presentations and data visualizations to support decision-making
  • Collaborated with stakeholders for data needs related to decision-making
  • Implemented protocols to ensure data integrity and standardized reporting
  • Performed vulnerability and risk assessments

Grading Supervisor - Artificial Intelligence and Machine Learning

Apple
Austin, TX
03.2020 - 12.2022
  • Led daily delivery process for AI/ML, data visualization, Tableau dashboards, stakeholder relations, metrics analysis, and team leadership
  • Mentored team members, ensuring optimum diversity and inclusion
  • Coordinated employee engagement efforts for team cohesiveness and productivity
  • Adhered to SLA terms and conducted live audits for quality assurance
  • Identified fraudulent behavior and assessed risk on social media platforms

Manager

Accenture Facebook
Austin, TX
02.2018 - 03.2020
  • Managed daily delivery of ML initiatives, gathered insights from multiple departments, and conducted regular audits for quality assurance
  • Demonstrated skills in team leadership, workload optimization, quality control, data processing, metrics monitoring, and SLA adherence
  • Hired, trained, mentored, and motivated personnel to meet goals
  • Scheduled work for 45 employees, oversaw diversity and inclusion, and enhanced staff engagement
  • Reviewed and responded to client, Medicaid provider, and customer inquiries
  • Enhanced quality assurance processes with strong trend analysis, problem-solving, and SQL analysis
  • Functioned as an escalation point, managed provider projects, and formulated process improvements

Senior Business Analyst

Accenture
Austin, TX
11.2015 - 02.2018
  • Analyzed complex business processes and workflows to identify opportunities for improvement, optimizing service delivery within Medicaid operations.
  • Collaborated with cross-functional teams to gather and document business requirements, ensuring alignment with strategic objectives and regulatory compliance.
  • Advocated for Texas Medicaid recipients, ensuring their benefits and needs were prioritized in program development and implementation.
  • Conducted investigations for complaints from Texas Medicaid stakeholders, including legislative officials, providers, and members, to address concerns and improve service quality.
  • Developed training materials and conducted training sessions for staff on system updates and best practices in Medicaid operations, enhancing team competency and service delivery.
  • Monitored KPIs and generated comprehensive reports to evaluate program performance, presenting findings to leadership to inform strategic planning and decision-making.

Customer Service Team Lead

Accenture
11.2011 - 11.2015
  • Delivered exceptional customer service in a fast-paced call center environment, ensuring efficiency and accuracy.
  • Educated Medicaid recipients on their benefits, clearly explaining complex information and addressing questions with empathy.
  • Promoted to Team Lead for outstanding performance due to my commitment to customer satisfaction.
  • Trained new staff on call center protocols, developing training materials and conducting onboarding sessions focused on best practices.
  • Mentored new employees, providing ongoing support and facilitating regular feedback sessions to encourage professional development.
  • Handled escalated calls, effectively resolving complex issues while ensuring alignment with company policies and customer needs.
  • Fostered a collaborative team atmosphere that emphasized accountability, communication, and excellence in service delivery.

Education

Ph.D. - Data Analytics

Colorado Technical University
Colorado Springs, CO
05-2026

Master's Degree - Executive Business Administration

Quantic School for Technology and Business
01.2023

Master of Science - Data Analytics

Western Governors University
Austin, TX
11-2022

Bachelor's Degree - International Business

Angelo State University
12-2003

Skills

  • Data analysis and visualization
  • Project management
  • Risk assessment and management
  • Quality assurance
  • Team leadership and development
  • Stakeholder engagement
  • Fraud detection and prevention
  • Process optimization
  • Communication skills
  • Technical proficiency
  • Compliance knowledge
  • Problem solving
  • Training and development

Timeline

Medicaid Operations Specialist - Reporting and Compliance

BlueCross BlueShield of Texas
02.2023 - Current

Grading Supervisor - Artificial Intelligence and Machine Learning

Apple
03.2020 - 12.2022

Manager

Accenture Facebook
02.2018 - 03.2020

Senior Business Analyst

Accenture
11.2015 - 02.2018

Customer Service Team Lead

Accenture
11.2011 - 11.2015

Ph.D. - Data Analytics

Colorado Technical University

Master's Degree - Executive Business Administration

Quantic School for Technology and Business

Master of Science - Data Analytics

Western Governors University

Bachelor's Degree - International Business

Angelo State University

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