KENYATTA R HICKMAN
Washington
Summary
Professional Project Scheduler with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Service Associate
Exelon
10.2020 - Current
- Detailed schedules and priorities to construction teams.
- Collaborated with cross-functional teams to align production plans with customer requirements.
- Forecasted production schedules and adjusted plans to accommodate changes in demand.
- Skilled at working independently and collaboratively in a team environment.
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
- Optimized organizational processes by effectively managing crew schedules while adhering to contractual restrictions.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
Document Analyst
Inova Medical Center
07.2017 - 09.2020
- Codes inpatient charts at rates of 70 per hour or 550 per day
- Assists in maintenance of medical charts and/or electronic medical record (filing, Op Reports, test results, home care forms)
- Retrieves information from variety of computer systems to complete both indexing and importing tasks
- Reviews and manages daily error reports from QA process
- Compiles necessary documents for surgical billing packages
- Researches questions and concerns from providers and provided detailed responses
- Submit electronic/paper claims documentation for timely filing
- Prepares patient charts accurately and neatly for clinic
- Review scanned images in Document Capture Workstation software to verify quality and proper indexing of scan
- Reviews and batch documents using defined work flows. Scan batch/documents using scanning software
- Retrieves electronic documents in Document Capture Workstation software
Unit Secretary
Inova Fairfax Medical Campus
12.2015 - 07.2017
- Answered telephone inquiries from clients, vendors and public
- Made travel arrangements for management and executive staff
- Provided clerical support to company employees, including copying, faxing and file management
- Screened applicant resumes and coordinated both phone and in-person interviews
- Greeted numerous visitors, including VIPs, vendors and interview candidates
- Maximized office efficiency by answering more than 50 incoming calls per day to provide office information and transfer calls to desired personal
- Compiled physical and digital paperwork to meet business and patient needs, including charts, reports and correspondence
- Supported administrative and healthcare staff with skilled clerical assistance such as ordering supplies and organizing office inventories
- Retrieved physicians' paperwork, including lab test requests
- Maintained strong and trusting rapport with patients and all healthcare staff to build relationships
Program Assistant
Catholic Charities
11.2014 - 01.2015
- Performed intake process for all clients and provide appropriate referrals
- Performed crisis intervention to clients in facility
- Kept client's files current and updated
- Took prompt actions to eliminate unsafe or hazardous conditions
- Documented all client violations of facility rules
- Coped constructively with emotions when mediating client conflicts
- Collaborated with social workers to support patients
- Monitored 50 clients per night during hypothermia season
Call Center Customer Service Rep
Capital One Bank
11.2010 - 06.2014
- Utilized up-to-date information to make effective decisions governing bank operations
- Answered average of 85 calls per day by addressing customer inquiries, solving problems and providing new product information
- Defused volatile customer situations calmly and courteously
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
- Evaluated customer account information to assess current issues and determine potential solutions
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Drove team revenue totals by bringing in over $1,000 in sales.
Maintenance Adminstrator
Verizon Communications Inc.
07.1997 - 07.2010
- Received and responded to trouble reports, complaints and inquiries, regarding home and business accounts
- Answered constant flow of customer calls with up to 100 calls in queue per minute
- Entered trouble reports into automated system and updated status as maintenance and repair actions were performed
- Ensured compliance with organizational rules and regulations in performance of all activities
- Worked independently to make decisions regarding customer issues
- Trained and assisted new employees on company procedures and job performance requirements
- Prepared, completed and processed customer account forms and database changes
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Kept detailed track of all available field personnel and all in-progress and completed calls
- Implemented technicians' notes into computer system during and after each service call
- Checked that each scheduled route was appropriately covered by service technicians
- Trained staff on operating procedures and company services.
Education
High School Diploma -
H.D. Woodson High School
Washington, DC1996
Skills
- Health Information
- Medical Coding
- Customer Service
- Type 65 wpm
- Microsoft Office expertise
- Call center experience
- Clerical support
- Employee coaching
Timeline
Service Associate
Exelon
10.2020 - Current
Document Analyst
Inova Medical Center
07.2017 - 09.2020
Unit Secretary
Inova Fairfax Medical Campus
12.2015 - 07.2017
Program Assistant
Catholic Charities
11.2014 - 01.2015
Call Center Customer Service Rep
Capital One Bank
11.2010 - 06.2014
Maintenance Adminstrator
Verizon Communications Inc.
07.1997 - 07.2010
High School Diploma -
H.D. Woodson High School
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