Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, DC
1996

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
KENYATTA R HICKMAN