Open To Work
Karen Charles
Store Manger/Customer Service/Receptionist/Fraud Analyst/Bill Review/
Lakeland,FL
Summary
Dedicated caregiving and management professional ready to leverage extensive experience in team leadership and emotional intelligence to enhance team performance and client satisfaction. A proven ability to foster supportive environments that empower staff and improve overall outcomes.
Overview
27
27
years of professional experience
Work History
CAREGIVER
Self Employed
Lakeland
02.2021 - Current
- I took a planned break to manage family health issues. My daughters had babies and one of them suffered from Postpartum depression. I temporarily moved in with my daughter and her husband and became My grandson's caregiver.
- During that time, I provided a nurturing, loving environment for my grandson. I provided practical assistance, emotional support, encouraged self-care, and professional help to my daughter as she worked towards recovery.
- I was able to utilize skills such as Emotional Intelligence, Facilitation of Professional Care, Empathy and Patience, Implementation and Professional Development, Monitoring and Safety, Active Listening, Time Management, and Practical Assistance skills that will greatly improve my management abilities. That time allowed me to recharge and focus on my long-term goal. I am ready to apply my experience to your team.
SUPERVISOR BILL REVIEW SERVICES
Conduent
Lakeland
10.2019 - 05.2020
- As a Bill Review Supervisor at Conduent, I play a very critical role in ensuring accuracy and regulatory compliance with the efficiency of medical claims processing. My team and I work diligently to provide the most accurate, up to date service for our clients.
- Team Management: I oversee a team of twenty employees who are responsible for reviewing and processing medical claims.
- Maintained accuracy and compliance with company policies and procedures, minimizing risks and enhancing service quality.
- I recruit, select, orientate, train, schedule, and assign employees to work, follow up on work results, counsel and discipline employees, when necessary, terminate staff when needed. Create and provide a prioritized list of clients to be invoiced to team members daily.
- Prepare and maintain work performance records for all staff members.
- Oversee disputes of client's grievances. Oversee and deal with interpersonal disputes involving staff members.
- Conducted weekly staff meetings to update team on client developments and new products, fostering knowledge sharing and team cohesion.
- Coordinate job training with other supervisors in different areas of bill review, such as billing regulations, software applications, and coding.
- Review work of billing staff to ensure accuracy, resolving inconsistencies as needed.
- Review payroll and verify employees' work hours and payment in the payroll system by making any corrections.
- Conducted regular audits and reviews to confirm accuracy, completeness, and compliance with regulatory requirements, such as HIPAA guidelines.
- Providing feedback and evaluations to help employees set and achieve their goals.
- Metrics and Reporting: I make data-driven decisions to optimize processes, measure team performance, and identify trends.
- I perform and manage internal investigation files according to the company and clients' policy and procedures.
- Communication: I work with other supervisors, managers, clients, and Conduent's operation team, to resolve issues, address concerns, and provide status updates.
- Collaborated with employees to identify improvement areas, implementing changes that enhanced efficiency and client satisfaction.
- Medical Claims Management Solutions - www.conduent.com
FRAUD ANALYST
GC Services
Lakeland
10.2012 - 05.2019
- Data Analysis: Analyze large volume of Verizon customers data to identify anomalies, trends and patterns that could indicate fraudulent activities on Verizon's customers' accounts using data modeling, statistical analysis and machine learning AI techniques that can detect unusual transactions and behaviors identify high risks transactions.
- Monitoring Transactions: Monitor customer transaction records, both online and offline, to identify unauthorized transactions such as a purchase from a different location.
- Flagged unusual purchase amounts and account activity as potential identity theft signs.
- Investigated incidents by conducting in-depth analyses of potential fraud cases to verify authenticity.
- Collaborated with IT to develop and implement fraud prevention strategies aligned with Verizon's business objectives.
- Assist with development and implementation fraud prevention strategies and security measures to safeguard VZ customers' data. This includes implementing fraud detection tools and technologies, updating existing protocols, and creating new security guidelines.
- Reporting and Documentation: Ensure all findings are documented as accurately as possible. These reports can be used for legal and regulatory compliance.
- Interacted with customers to validate information, confirming or canceling authorization as needed.
- Resolve customer issues with the scope of existing service level agreements with Verizon.
- Customer Support: Support and guidance is provided to Verizon customers that are victims of fraud.
- I assist customers with reporting fraudulent activities, help them understand the resolution process and provide assurance that the company is here to help, and their business is important to the company and Verizon will continue to work to restore their trust.
BABY DEPOT MANAGER
Burlington Coat Factory
Lakeland
01.2008 - 01.2009
- I manage the day-to-day operations of the Baby Depot department: by accomplishing the department objectives: plans and evaluates the department policies, processes, priorities and performance goals.
- Open the store, prepare the daily cash flow for all departments' registers.
- Operated cash register during peak hours to assist customers efficiently.
- Handle employees' issues and customer concerns.
- Maintain inventories: such as receiving and separating stock and getting it on the sales floor in a safe and timely manner.
- Stock Controller: Maintain a neat, organized stockroom, and a clean and clutter free production floor.
- Tracks baby depot stock levels and ensures that the supplies are sufficient to meet the demand of the customers.
- Keep a physical and online computer record of inventory and supplies.
- Order any additional stock and update stock records. Check stock levels daily.
- Completed paperwork for ordering and receiving stock.
- Compile daily records and address inventory discrepancies.
- Compare items received with items ordered.
- Inspect all furniture for damages and make sure all the stock was either an order or customer wish list to contact them for pick-up.
- Maintain a record of pricing, purchases, and any other relevant information pertaining to the inventory.
- Coordinated with vendors for ordering and shipment of stock, managing back-orders and future inventory needs for the baby depot department.
- Oversee the yearly physical inventory counts of the baby depot and of all store merchandise.
- Store Operations: Supervise a staff of seventeen people.
- Trained new employees, assigned tasks, and assessed work performance to build a skilled team.
- Supervise the entire store staff.
- Create a weekly schedule for employees and conduct staff meetings.
- Created business development plans to enhance growth and profitability.
- Customer Service: Investigate and resolve customer inquiries and complaints in a timely and empathetic manner.
- Maintain a good relationship with staff and customers by ensuring a superior customer experience by addressing all customer and staff concerns with empathy and resolving their problems at first contact.
- Manage a customer base ensuring that the service provided to the customers is always of the highest level.
- Provided an elevated customer experience to generate a loyal baby depot clientele shopping experience.
- Booked appointments for prospecting parents to start a baby registry in store or on-line and or open a law-away for baby depot.
- Maintain the baby registry on the floor and online for customers to purchase gifts.
- Replenished supplies, gift bags and other materials for baby depot baby merchandise.
- Set up designated areas for displays and promotional materials.
- Answered baby depot questions with up-to-date knowledge of baby depot inventory, order shipment schedules, sales, and promotions.
- Efficiently assisted customers in person and via telephone. Answer calls by addressing customers inquiries, solving problems and providing new baby depot products information.
STORE MANAGER
Beall's Outlet
Lakeland
01.1999 - 01.2008
- Work Culture: During my time as manager at Beall's Outlet, my priority was to foster a high-performance team culture.
- I put together a group of people from different ethnic and form a dynamic team forging a healthy work culture that was customer-centric, supportive, and inclusive, built on integrity, trust, mutual respect, always prioritizing my employee well-being, with clear communication and shared values.
- My overall managing style is to lead by example sitting the standards for the professionalism and attitude I bring to the team and what I expected from them.
- I started by building trust-based relationships to create an environment that is judgment free, foster open communication, vulnerability, safety, judgment free, and authentic demonstrating constant ethical and shared values.
- Focusing on my team's personal growth through shared experiences and proper guidance.
- I Organize monthly staff diversity events by celebrating the staff ethnic backgrounds with food, music and attire on occasions inviting their families and customers to participate in the event.
- Provided resources that cultivated positive atmosphere and maintained high morale among staff.
- Employee Performance and Recognition: Having a high employee engagement produced happy customers. I started with employee and customer performance by creating a culture of trust and well-being with equity, transparency, and trust while supporting employee's health and work life balance to reduce burnout and increase commitment.
- Provided Recognition and Feedback programs: Such as customer feedback, employees received positive reviews from customers and given a certificate of recognition and announcement over the PA system reinforcing that providing exceptional service is very much valued.
- Provided a wall of fame displaying the employees' photo in the store, a celebration board for employees who want to highlight their birthdays, anniversaries, or any special occasions to strengthen interpersonal relationships across shifts.
- Peer-to-Peer Systems gives shouts to Employees during team meetings, lunch breaks and shift change.
- Employees get to have lunch with me at their favorite restaurant and my favorite is a handwritten thank you note from me reflecting their specific performance.
- Empowering employee decision-making with autonomy, training and mentoring, making employees feel ownership over their work and grow their skills driving higher performance and customer satisfaction.
- Implemented recognition programs that improved employee morale, opened communication channels to celebrate achievements, and fostered psychological safety, encouraging employees to exceed expectations.
- Leadership: Motivate the staff towards ambitious sales and profit goals and help them achieve them.
- Led staff by setting clear expectations and providing ongoing support.
- Inspiring, guiding, and influencing staff by working alongside them, leading by example working towards achieving the same goals.
- Provide an open-door policy having open dialogue with clarity, listening with patience and understanding building trust, making ethical decisions based on emotional intelligence and empathy understanding their needs showing compassion and managing relationships effectively setting clear directions and solving problems creatively.
- Delegated tasks to team members based on their strengths and skills.
- Taking ownership of outcomes adapting to change and learning from setbacks.
- Form a safe environment where the employees feel safe, valued, and motivated to work together driving store performance to always keep the store afloat creating a positive organization culture.
- Goal Setting and Achievements: Providing guidance, setting short term goals, moving them toward long term goals, setting goals for themselves, and helping each one achieve those goals. Molding them for leadership or helping prepare them for high-learning or transitioning to a new industry.
- I am a big believer that everyone must do their part it is the reason why I work and spend time with my team individually to learn their strength and weakness their specific skills or skills gap that helps me to provide clear recommendation for performance improvements to help them achieve measurable goals.
- Delivered hands-on training to employees aspiring for advancement, facilitating their professional development.
- I have recommended successfully more than five of my staff for promotions, three of which became managers, one went to the HR department and the other a Buyer.
- Communication: Understanding and meeting the needs of the staff is very important to me. I believe in honest transparent communication where one can feel safe to voice their opinion or give feedback without worrying about retaliation, being supportive, and presenting a clear mission.
- Addressing difficult situations calmly and diplomatically to protect customers satisfaction, employee morale and upper management confidence.
- Always providing performance feedback in a timely manner clearly and constructively to drive improvement and team alignment.
Education
BACHELOR'S DEGREE - Public SAFETY
KEISER UNIVERSITY
2400 Interstate Drive,Lakeland,FL 3380511-2013
ASSOCIATE DEGREE - CRIMMANL JUSTICE
KEISER UNIVERSITY
2400 Interstate Drive,Lakeland,FL 3380510-2011
Skills
- Patient care management
- Care plan implementation
- Patient needs assessment
- Emotional support
- Communication skills
- Teamwork and collaboration
- Dependability
- Time management
- Adaptability and flexibility
- Problem-solving skills
- Risk assessment and management
- Organizational skills
- Resource allocation
- Customer service excellence
- Team leadership
- Supervisory skills
- Analytical proficiency
- Financial analysis
- Attention to detail
- Staff management
- Business planning
- Inventory management
- Sales management
- Staff training and development
- Workforce management
- Financial records oversight
- Business administration
- Operations management
- Conflict resolution
- Marketing
Timeline
CAREGIVER
Self Employed
02.2021 - Current
SUPERVISOR BILL REVIEW SERVICES
Conduent
10.2019 - 05.2020
FRAUD ANALYST
GC Services
10.2012 - 05.2019
BABY DEPOT MANAGER
Burlington Coat Factory
01.2008 - 01.2009
STORE MANAGER
Beall's Outlet
01.1999 - 01.2008
BACHELOR'S DEGREE - Public SAFETY
KEISER UNIVERSITY
ASSOCIATE DEGREE - CRIMMANL JUSTICE
KEISER UNIVERSITY