Megan C. Bullard
San Angelo,TX
Summary
Seasoned Quality Coach recognized for high productivity levels and efficient task completion. Skilled in developing comprehensive quality assurance protocols, performance improvement strategies, and employee training programs. Excel in communication, problem-solving, and leadership, ensuring seamless operations and team cohesion. Committed to fostering environments that encourage continuous improvement and operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
SR Quality Coach
Health Care Service Corporation, HCSC
San Angelo, TX
12.2021 - Current
- Effectively communicate with operations and management to drive compliance to quality standards and continuous improvement
- Ensures and evaluates company processes and systems to identify areas of improvement
- Perform audits and reviews to verify that quality processes and outcomes meet company expectations
- Strategize process improvements
- Maintaining strong overall quality procedures made by the company adhering to reliability, performance and customer expectation
- Provided recommendations on ways to improve or update existing QC standards
- Trained new members of the quality assurance team and provided mentoring
- Assisted with the development and implementation of quality assurance guidelines
Customer Advocate II
Health Care Service Corporation, HCSC
San Angelo, TX
09.2020 - 12.2021
- Conduct research, review claims request initiate corrective action to resolve claim problems and errors
- Responsible for working on the phone all day in a call center to assist members and physicians by responding to telephone and written inquires in a prompt, accurate, and objective manner
- Ensure optimal level of transactions for customers and ensure absence of all issues
- Prepare records and monitor results of customer and associate departments
- Analyze all issues of customers and new products and advocate appropriate resolutions from management
- Crossed trained as a Benefit Value Advisor
- Cross trained for UT Student Health
- Cross trained to be a learning coach to guide and assist the new hires on the different systems and protocols and procedure flows within HCSC
Benefits Value Advisor
Health Care Service Corporation, HCSC
San Angelo, TX
12.2020 - 12.2021
- Explained complex healthcare concepts to customers in an easy-to-understand way.
- Advised clients on health insurance options, including coverage and cost comparisons.
- Assisted customers with inquiries about health insurance policies and coverage options.
- Provided guidance to customers regarding eligibility criteria for various health plans.
- Conducted research to identify cost-effective healthcare solutions for clients.
Customer Advocate I
Health Care Service Corporation, HCSC
San Angelo, TX
09.2019 - 09.2020
- Responsible for working on the phone all day in a call center to assist members and physicians by responding to telephone and written inquires in a prompt, accurate, and objective manner
- Ensure optimal level of transactions for customers and ensure absence of all issues
- Cross trained to be a learning coach to guide and assist the new hires on the different systems, protocols and procedure flows within HCSC
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
Store Manager
Cottonwood Financial
San Angelo, TX
01.2019 - 09.2020
- Maintain compliance of company policies, procedures and standards
- Provided guidance and advice on loan options to customers.
- Developed customized financial plans for clients based on their individual needs.
- Monitored customer accounts, including payments, delinquencies, and other activities.
- Reviewed credit reports for accuracy and completeness prior to approving any loans.
Administrative Assistant
Concho Valley C.S.C.D
San Angelo, TX
07.2018 - 01.2019
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
Cashier
Shine Brite Car Wash
San Angelo, TX
02.2018 - 07.2018
- Greeted customers and answered questions regarding services offered.
- Operated cash register to process customer payments.
- Maintained a clean, organized, and safe work environment.
Teacher Aide
Mosaic Redwine Child Care Center
San Angelo, TX
07.2017 - 12.2017
- Assisted in leading and organizing activities for children such as arts, crafts, games and reading stories.
- Provided supervision and care to young children ranging from infants to pre-school age.
- Followed all state regulations pertaining to childcare facilities including sanitizing materials after use by multiple children.
- Established routines that provided consistency for young learners resulting in better behavior management skills.
Processing Service Representative
Performant Technologies
San Angelo, TX
11.2016 - 06.2017
- Uses intuitive computer systems and applications to perform assigned clerical duties
- Create, maintain, and enter information into databases
- Sort information according to priorities based upon criteria defined for the assignment, and prepares source data for entry into systems
- Accurately enter data of various types of customer and account information (text and numerical) from source documents into systems within assigned time limits agreed upon and established for the process by the client and Performant management
- Responsible for utilizing resources to ensure compliance with client requirements as well as any applicable federal or state regulations
Front Desk
Holiday Inn Express
Ozona, TX
02.2016 - 11.2016
- Greet, register, and assign rooms to guests of hotels or motels
- Compute bills, collect payments, and make change for guests
- Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
Assistant Mgr. Trainee
Stripes
Ozona, TX
06.2013 - 05.2015
- Assisted in managing store operations and personnel, including scheduling shifts and monitoring employees' performance.
- Developed strategies to improve customer service standards, increase sales and maximize profits.
- Maintained accurate records of daily transactions, including sales receipts, invoices and payments.
- Conducted regular stock-takes to ensure inventory accuracy.
Education
Diploma -
Ozona High School
Ozona05-2015
Skills
- Analytical skills
- Customer Service
- Verbal and Written Communication
- Technical Proficiency
- Quality Assurance
- Database management
- Regulatory Compliance
Certification
Lean Six Sigma Yellow Belt
Timeline
SR Quality Coach
Health Care Service Corporation, HCSC
12.2021 - Current
Benefits Value Advisor
Health Care Service Corporation, HCSC
12.2020 - 12.2021
Customer Advocate II
Health Care Service Corporation, HCSC
09.2020 - 12.2021
Customer Advocate I
Health Care Service Corporation, HCSC
09.2019 - 09.2020
Store Manager
Cottonwood Financial
01.2019 - 09.2020
Administrative Assistant
Concho Valley C.S.C.D
07.2018 - 01.2019
Cashier
Shine Brite Car Wash
02.2018 - 07.2018
Teacher Aide
Mosaic Redwine Child Care Center
07.2017 - 12.2017
Processing Service Representative
Performant Technologies
11.2016 - 06.2017
Front Desk
Holiday Inn Express
02.2016 - 11.2016
Assistant Mgr. Trainee
Stripes
06.2013 - 05.2015
Diploma -
Ozona High School
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Hand/35-45 Hours Per Week at Concho Valley EGA Services/325-650-1268/1 Southridge Dr. San Angelo, TX 76904/Supervisor Can Be ContactedHand/35-45 Hours Per Week at Concho Valley EGA Services/325-650-1268/1 Southridge Dr. San Angelo, TX 76904/Supervisor Can Be Contacted