Lydia Nolan/Barnett
Barbourville,KY
Summary
Dynamic professional with a strong background in project and operations management. Skilled in leading teams, technical documentation, and business process analysis. Committed to driving operational excellence and maximizing client satisfaction through effective communication and collaboration.
Overview
13
13
years of professional experience
2013
2013
years of post-secondary education
Work History
Functional Analyst
GDiT
Barbourville
07.2021 - Current
- Led operational aspects of projects, liaising between project teams, management, and stakeholders
- Monitor schedules, budgets, risks, and performance metrics; prepare and present status reports
- Identified issues and developed solutions to enhance productivity, quality, and client satisfaction
- Develop tracking and reporting mechanisms to monitor progress and support problem resolution
- Maintain comprehensive knowledge of business procedures and operational roles across the facility
- Monitored helpdesk performance and confirmed resolution outcomes.
Manager in Training Cook Out Restaurant
Cookout
Williamsburg, Kentucky
05.2021 - 07.2021
- Supervised staff during peak hours to ensure timely service and customer satisfaction.
- Managed daily inventory, maintaining adequate stock levels to prevent shortages and support operations.
- Trained new team members on food safety and operational procedures, enhancing compliance and workplace safety.
Customer Support Technician
Prosphere
Barbourville, Kentucky
05.2018 - 05.2021
- Delivered technical support to customers using Prosphere products and services, enhancing user experience.
- Provided Tier 1 IT support including VPN/remote access, hardware and software troubleshooting, network issues, Active Directory, and Microsoft 365
- Troubleshot hardware and software issues to resolve customer inquiries, improving response times.
- Acted as a senior ticket processing agent and handled high-priority and complex service requests.
- Met and exceeded quality and customer satisfaction metrics in a high-volume environment
- Logged customer interactions in ticketing system for efficient tracking and follow-up.
- Maintained compliance and data security standards for healthcare-related applications.
Customer Service Representative
Senture, LLC (TRICARE Federal Services)
Williamsburg, KY
01.2018 - 05.2018
- Resolved customer issues using effective communication and problem-solving skills, enhancing customer satisfaction.
- Assisted clients with inquiries regarding TRICARE health benefits and services, ensuring accurate information delivery.
- Processed member applications and updated account information, contributing to streamlined service delivery.
Authorization & Referral Coordinator
Senture, LLC (TRICARE Federal Services)
Williamsburg, Kentucky
07.2017 - 12.2017
- Coordinated patient referrals, facilitating timely access to necessary healthcare services.
- Managed communication between patients, providers, and insurance representatives to enhance service delivery.
- Processed medical authorizations and referrals, ensuring compliance with claims appeals protocols.
- Processed referral requests using TRICARE Federal Services systems efficiently.
- Conducted research to resolve discrepancies and consistently met SLA requirements
- Generated reports and analyzed data across multiple systems
- Collaborated with subject matter experts to ensure accuracy and system integrity
Customer Service Representative
CSRA
Barbourville, Kentucky
02.2013 - 07.2017
- Resolved customer inquiries, providing clear guidance on appeals and policy to enhance customer understanding
- Utilized multiple systems to ensure compliance with performance standards and regulatory requirements
- Performed extensive data entry involving sensitive and confidential information
- Supported government contracts by maintaining accurate data within NICS and USCIS systems
Education
MBA - Business
Union Commonwealth University
Barbourville, KY 01.2019 - 08.2020
Bachelor of Science - Business Management
Union Commonwealth University
Barbourville, KY 08.2010 - 05.2013
Station Camp High School
Gallatin, TNSome College (No Degree) - General Studies
Tennessee Technological University
Cookeville, TNSkills
- Project management
- Requirements gathering
- Data analysis
- Technical documentation
- Leadership & Team Coordination
- Project & Operations Management
- Business & Process Analysis
- Healthcare & Government Systems
- IT & Tier 1 Technical Support
- Microsoft Office & Microsoft 365
- Data Analysis & Reporting
- Stakeholder Communication
- Training & Mentorship
Affiliations
- Troop Leader Girl Scouts of Kentucky’s Wilderness Road | Barbourville, KY | 2025 – Present
- Recreational League Coach Optimist Club International | Barbourville, KY | 2023 – Present
Timeline
Functional Analyst
GDiT
07.2021 - Current
Manager in Training Cook Out Restaurant
Cookout
05.2021 - 07.2021
MBA - Business
Union Commonwealth University
01.2019 - 08.2020
Customer Support Technician
Prosphere
05.2018 - 05.2021
Customer Service Representative
Senture, LLC (TRICARE Federal Services)
01.2018 - 05.2018
Authorization & Referral Coordinator
Senture, LLC (TRICARE Federal Services)
07.2017 - 12.2017
Customer Service Representative
CSRA
02.2013 - 07.2017
Bachelor of Science - Business Management
Union Commonwealth University
08.2010 - 05.2013
Station Camp High School
Some College (No Degree) - General Studies
Tennessee Technological University