Nakai Banks
Plano,TX
Summary
Dynamic and results-driven healthcare operations and project management professional with proven expertise in leading global programs, optimizing workflows, and driving strategic initiatives in fast-paced health tech environments. Adept at managing complex client relationships, building scalable SOPs, and aligning cross-functional teams to achieve business objectives. Skilled in project delivery, strategic planning, process improvement, and risk mitigation, with a track record of enhancing operational efficiency, improving customer satisfaction, and supporting data-driven decision-making. Demonstrated ability to analyze market trends, implement workflow automations, and lead initiatives that strengthen compliance frameworks, resource management, and global program scalability. Recognized for creative problem-solving, influencing stakeholders at multiple organizational levels, and driving measurable improvements across operations, performance metrics, and client outcomes.
Overview
9
9
years of professional experience
Work History
Project Manager, Client Operations (Part-Time)
Spark Health Advisors
03.2025 - Current
- Drive end-to-end project delivery across cross-functional teams, ensuring timelines, scope, and quality standards are consistently met in fast-paced health tech environments.
- Own client relationships and lead structured communication cadences, aligning project objectives with business goals to strengthen satisfaction and long-term partnership success.
- Oversee project planning, budgeting, and resource allocation, ensuring transparency through monthly reporting, and early risk mitigation.
- Facilitate collaboration between internal teams and external stakeholders, accelerating issue resolution, and improving operational efficiency.
- Build scalable SOPs, project templates, and delivery frameworks that streamline onboarding and standardize client-facing processes.
- Implement workflow automations to improve system metrics, reporting accuracy, and team productivity.
- Analyze client feedback and performance data to continuously refine processes, enhance service quality, and support product adoption, including targeted Dripify campaigns.
Global Clinical Operations Associate, US & Canada
Carrot Fertility
06.2024 - Current
- Lead research and resolution of member inquiries related to provider eligibility, analyzing complex data sets to advance team initiatives, and develop deep subject-matter expertise in global fertility care.
- Support annual audits by enforcing SOP adherence, and collaborating with regional teams to ensure accuracy and alignment of structured provider and operations data.
- Conduct regional market analyses and provide strategic insights as the team expands its global footprint, partnering with cross-functional stakeholders on in-country fertility program rollouts.
- Identify operational gaps, inefficiencies, and workflow inefficiencies across workflows, recommending and implementing creative solutions that improve team scalability and execution speed.
- Prepare high-impact presentations and documentation that translate global operations findings into actionable recommendations for leadership and cross-functional partners.
- Develop data-driven reports that measure the effectiveness of global operations initiatives, and surface opportunities for continuous improvement.
- Contribute to strategies that enhance global operational efficiency and elevate customer satisfaction across diverse regions and care delivery models.
- Build and maintain the internal provider-vetting framework, ensuring regulatory compliance, defining evaluation criteria, documenting workflows, and expanding provider networks in regions with limited access to care.
Senior Claims Analyst, French Speaking
Carrot Fertility
08.2023 - 05.2024
- Evaluated and processed member claims, ensuring adherence to policy provisions, regulatory standards, and accurate risk assessment.
- Investigated and resolved potential fraud cases by collecting evidence from multiple sources, enhancing organizational loss prevention.
- Coordinated claims documentation and internal communications with accounting and finance teams to support timely, accurate payment processing.
- Analyzed denied claims and claim patterns to identify operational gaps, recommend improvements, and minimize financial exposure.
- Mentored and supported team members and new hires, providing actionable feedback to improve compliance, efficiency, and professional development.
- Designed and led onboarding and training programs on claims procedures, regulatory compliance, and business standards to strengthen team performance.
Claims Analyst, French Speaking
Carrot Fertility
09.2021 - 08.2023
- Provided actionable insights from member interactions to inform product development and improve member experience.
- Supported Customer Success initiatives, ensuring positive launch experiences, and smooth onboarding for members and clients.
- Developed foundational systems and processes for eligibility checks, claims submissions, tracking, and member payments.
- Translated documents from French-speaking members (France, Canada, Morocco) to support effective communication and service delivery.
- Partnered with the Content Design Team on Zendesk macros, optimizing content, identifying gaps, and improving team workflows.
- Investigated and reviewed claims using industry standards and technical expertise, identifying potential fraud, and preventing incorrect payouts.
Customer Success Manager
Carrot Fertility
Remote
05.2021 - 09.2021
- Supported new and existing SMB customers, driving retention, increasing member engagement, and maintaining high customer satisfaction.
- Developed and tested customer success best practices, digital touch programs, and engagement strategies across the customer journey.
- Acted as the voice of the customer, providing feedback, and escalating product requests to influence improvements.
- Identified repeatable strategies and playbooks to mitigate churn and enhance long-term customer engagement.
- Collaborated with team members to develop key metrics, including engagement, feedback, and cost savings, to improve retention and expansion.
- Built and adapted customer assets and delivery methods while leveraging emotional intelligence and conflict resolution to strengthen professional relationships.
Health Engagement Consultant
Cigna
Plano, TX
11.2019 - 04.2021
- Executed virtual presentations to clients or brokers and responded to questions about Cigna's health and wellness programs
- Maintained current knowledge of health engagement offerings and effectively articulated/demonstrated Cigna's capabilities and tools
- Assessed client's employee health challenges and objectives, helped to identify readiness to engage in a wellness program that considered their workforce, goals and budget.
Assistant Paralegal I
Fragomen, Del Rey, Bernsen & Loewy, LLP
Addison, TX
06.2019 - 11.2019
- Prepared, drafted, and filed immigration applications and petitions, including support letters, ensuring compliance with government requirements, and demonstrating eligibility for various visa classifications.
- Maintained accurate case management and file systems, safeguarding client records, streamlining workflows, and supporting seamless collaboration with corporate representatives and foreign nationals.
- Proofread and reviewed legal documents, contracts, and correspondence, supporting the Legal Team in maintaining accuracy, compliance, and high-quality client deliverables.
Data Analysis Assistant
Mitchell & Ness
Philadelphia, PA
02.2017 - 04.2017
- Provided accurate and creative solutions to problems to ensure user productivity while enhancing/developing quality support methods and communication skills
- Acquired and maintained current knowledge of relevant products to provide technically accurate solutions to customers
- Maintained accuracy in all system platforms (PLM, Track-it, SAMMS) and managed daily error logs and ensure PLM accuracy.
Marketing Assistant, French Speaking
Orchestra Premaman
Bala Cynwyd, PA
10.2016 - 12.2016
- Developed and executed a comprehensive marketing, communications, and public relations program, enhancing brand visibility and market positioning.
- Managed editorial strategy, production, and distribution of company publications, serving as the primary liaison between the CEO and the American market.
- Collaborated with external marketing teams, translated materials from French to English, conducted outreach to department stores, and analyzed marketing data to generate actionable insights.
Quality Data Assistant
Family Practice and Counseling Network
Philadelphia, PA
06.2016 - 09.2016
- Conducted data analysis, consolidation, and cross-referencing, identifying efficient data migration paths and processes.
- Assessed and ensured data quality, structure, and integrity through regular checks and audits of clinical activities, using workflow maps.
- Designed surveys and visual reports, including graphs, to support the Quality Data Team’s insights and decision-making.
Research Assistant
University of Pennsylvania - Family Medicine and Community Health
Philadelphia, PA
06.2016 - 09.2016
- Supported a pilot colorectal cancer screening study for patients aged 50–74, identifying eligible participants based on insurance, family history, and medical records.
- Coordinated patient outreach by sending invitations for at-home screening kits, and assisted research coordinators with interviews and patient flow management.
- Collected, extracted, and entered research data with high accuracy, maintaining detailed documentation to support study integrity and reporting.
Education
Bachelor of Science - Public Health -
Drexel University
Philadelphia, PA06.2018
Skills
- Project Management
- Strategic Planning
- Client Relationship Management
- Customer Needs Assessment & Retention
- Stakeholder Management
- Global Operations & Program Support
- Process Improvement
- Workflow Optimization
- SOP Development
- Risk Identification & Mitigation
- Audit Support
- Budget & Resource Management
- Reporting & Documentation
- Records Management
- Data Analysis
- Performance Metrics & Dashboards
- Market & Regional Research
- Insights Development
- Document Translation
- Provider Vetting & Compliance Frameworks
Languages
- French, Fluent
- Spanish, Intermediate
- Shona, Fluent
Affiliations
Asana • Jira • Airtable • Confluence • Notion • Slack • Catalyst • Figma • Salesforce • Zendesk • Twilio • Dripify • Looker • Stripe • Ironclad • MS Office Suite
Timeline
Project Manager, Client Operations (Part-Time)
Spark Health Advisors
03.2025 - Current
Global Clinical Operations Associate, US & Canada
Carrot Fertility
06.2024 - Current
Senior Claims Analyst, French Speaking
Carrot Fertility
08.2023 - 05.2024
Claims Analyst, French Speaking
Carrot Fertility
09.2021 - 08.2023
Customer Success Manager
Carrot Fertility
05.2021 - 09.2021
Health Engagement Consultant
Cigna
11.2019 - 04.2021
Assistant Paralegal I
Fragomen, Del Rey, Bernsen & Loewy, LLP
06.2019 - 11.2019
Data Analysis Assistant
Mitchell & Ness
02.2017 - 04.2017
Marketing Assistant, French Speaking
Orchestra Premaman
10.2016 - 12.2016
Quality Data Assistant
Family Practice and Counseling Network
06.2016 - 09.2016
Research Assistant
University of Pennsylvania - Family Medicine and Community Health
06.2016 - 09.2016
Bachelor of Science - Public Health -
Drexel University