Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mary Wilson

Atlanta,GA

Summary

Talented Project Coordinator focused on promoting team adaptability and cohesion. Meticulous attention to detail and successful track record of accomplishing projects on time and within budget constraints. Knowledgeable about planning and executing numerus projects.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Project Coordinator

Emory Healthcare
01.2022 - Current
  • Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
  • Coordinated cross-functional teams in two global system implementations (Epic & Verizon)
  • Conducted thorough post-project evaluations to identify areas for improvement in future initiatives.
  • Facilitated frequent progress reports and presentations to keep management informed about ongoing activities within their respective domains.
  • Assisted in developing training materials and organized workshops aimed at enhancing skill sets among staff members working under various capacities on different projects within the organization.
  • Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Quality Control Analyst

Emory Healthcare
01.2020 - 12.2021
  • Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
  • Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
  • Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
  • Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
  • Contributed to the development of training materials, ensuring new hires were well-equipped for success in their roles.
  • Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
  • Administered monthly internal quality audits for 100 employees and assessed results to inform corrective action measures.

Priority Access Specialist

Emory Healthcare
02.2018 - 12.2020
  • Developed training materials for new Access Specialists, contributing to a more consistent onboarding experience.
  • Implemented process improvements to expedite patient flow, reducing bottlenecks and enhancing overall efficiency.
  • Contributed to a positive work environment by actively participating in team meetings, sharing best practices, and providing constructive feedback when necessary.
  • Provided exceptional customer service while managing high call volumes, addressing inquiries quickly while maintaining professionalism at all times.
  • Boosted employee morale with regular recognition programs, fostering a positive work environment that encouraged productivity.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.

Certified Barista Trainer

Starbucks
09.2009 - 02.2018
  • Developed training materials for new Access Specialists, contributing to a more consistent onboarding experience.
  • Implemented process improvements to expedite patient flow, reducing bottlenecks and enhancing overall efficiency.
  • Contributed to a positive work environment by actively participating in team meetings, sharing best practices, and providing constructive feedback when necessary.
  • Provided exceptional customer service while managing high call volumes, addressing inquiries quickly while maintaining professionalism at all times.
  • Boosted employee morale with regular recognition programs, fostering a positive work environment that encouraged productivity.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.

Education

Bachelor of Science - Health Sciences

Georgia State University
Atlanta, GA
05.2016

Skills

  • Learning Management Systems
  • Adult Learning Principles
  • Performance Assessment
  • Project Coordination
  • Project Management
  • Staff Development Program
  • E-Learning Platforms (Articulate, Canvas, Litmos)
  • Instructional Design
  • Training Method Development
  • Leadership Development
  • Quality Assurance
  • Time Management

Certification

  • Foundations in Project Management - 2024
  • Leadership: Practical Leadership Skills -2023
  • Virtual Teams: Remote Team Management & Leadership - 2023

Timeline

Project Coordinator

Emory Healthcare
01.2022 - Current

Quality Control Analyst

Emory Healthcare
01.2020 - 12.2021

Priority Access Specialist

Emory Healthcare
02.2018 - 12.2020

Certified Barista Trainer

Starbucks
09.2009 - 02.2018

Bachelor of Science - Health Sciences

Georgia State University

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Mary Wilson