Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lakia Cooper

Charlotte,NC

Summary

Results-driven Quality Assurance Analyst with extensive experience specializing in process improvement and internal auditing. Proven ability to enhance workflows and mentor junior analysts, fostering collaboration and communication. Skilled in data analysis, consistently achieving high productivity and maintaining compliance with QA standards.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Unified Health.
Remote., NC
08.2022 - Current
  • Maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas.
  • Conducted internal audits to measure adherence to established QA standards.
  • Worked with team members to create efficient workflows, resulting in high productivity.
  • Communicated regularly with management to discuss quality trends.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Updated and maintained databases with current information.

Lead Quality Assurance Analyst

Quantum 3 Media
Charlotte, NC
04.2020 - 06.2022
  • Facilitated training sessions for junior QA analysts on grading techniques and best practices.
  • Worked with team members to create efficient workflows, resulting in high productivity.
  • Used quality monitoring system to compile and track individual and team performance.
  • Developed process improvements to enhance overall data quality.
  • Provided training sessions for brokers and QAs.

Licensed Benefit Advisor

GoHealth
Charlotte, NC
09.2019 - 12.2019
  • Evaluated the effectiveness of benefit plans and identified potential improvements.
  • Presented and clearly explained insurance policy options based on clients' needs and goals.
  • Maintained accurate records of sales activities and customer interactions.
  • Provided product information and answered questions about Medicare services.
  • Followed up with clients regularly to ensure satisfaction and address any issues.
  • Consistently achieved top sales performance among team members.
  • Ensured new hires were proficient in navigating systems and performing daily tasks.

Medicare Enrollment Specialist

TZ Insurance Solutions LLC
Charlotte, NC
08.2018 - 03.2019
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
  • Answered questions and responded to inquiries to deliver a high level of service to members.
  • Assisted customers with completing the application process for Medicare enrollment.
  • Provided detailed explanations of Medicare benefits, services, and coverage options to customers.

Licensed Medicare Specialist

Optum
Concord, NC
06.2015 - 03.2018
  • Handled new enrollments by entering customers' data and reviewing information.
  • Responded to customer inquiries about Medicare coverage options.
  • Conducted interviews with applicants, explaining benefits process, and which programs were available.
  • Conducted research on competitive pricing for Medicare products.

Education

Bachelor of Science - Chemistry

Wingate University
Wingate, NC

Skills

  • Quality assurance
  • Data analysis
  • Process improvement
  • Workflow design
  • Internal auditing
  • Training facilitation
  • Collaboration and communication
  • Mentoring and training

Certification

  • Licensed health insurance agent- June 2015

Timeline

Quality Assurance Analyst

Unified Health.
08.2022 - Current

Lead Quality Assurance Analyst

Quantum 3 Media
04.2020 - 06.2022

Licensed Benefit Advisor

GoHealth
09.2019 - 12.2019

Medicare Enrollment Specialist

TZ Insurance Solutions LLC
08.2018 - 03.2019

Licensed Medicare Specialist

Optum
06.2015 - 03.2018

Bachelor of Science - Chemistry

Wingate University

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Lakia Cooper