Nneka Akpaso
Houston
Summary
Technical services professional with a solid foundation in managing and optimizing service operations. Proven ability to lead teams and ensure high-quality service delivery. Skilled in troubleshooting, customer support, and project management. Known for adaptability and strong problem-solving skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Service Supervisor
CSAT Solutions
10.2023 - Current
- Lead a team of 5-10 members, focusing on performance management, coaching, morale building, and training.
- Maximized system uptime by conducting thorough root cause analysis on recurring problems to prevent further occurrences effectively.
- Championed continuous improvement initiatives within the technical service department, fostering a culture of innovation and excellence amongst team members.
- Managing Key Performance Indicators (KPI) reporting through our Performance Management System (PMS).
- Ensuring adherence to procedures and providing guidance for handling escalated situations.
- Resolving customers; enquiries, and technical issues, improving overall customer service quality.
- Utilized Microsoft Excel for case load assignments and designed processes for training programs.
Technical Service Lead
CSAT Solutions
09.2020 - 10.2023
- Helped establish call center policy and procedures for the new call center.
- Providing quality technical service support on behalf of Lenovo computer services
- Managed call center operations, serving as a liaison between the Lenovo computer service team, clients, supervisors, and call center employees.
- Assigned daily tasks to team members using Excel and SQL for data analysis.
- Recording financial data into the Lenovo portal and explaining technical information in an understandable way to customers.
- Maintaining quality service by effectively resolving customers' complaints/technical issues or requests through CRM and Software-as-a-service (SaaS) tools.
- Handling Purchase Orders, creating invoices, and delivering repeat notices and status updates to customers through Domino, a custom Customer Relationship Management (CRM) platform.
- Utilized Excel worksheet to ensure case load is being worked in a timely manner.
Medical Administrative Specialist
Brookdale Senior Living Solutions
03.2015 - 09.2020
- Partner with practice managers to devise and monitor metrics and related tools to evaluate and improve health delivery systems
- Organizes, and evaluate medical records through coordination with other departments and services to provide optimum efficiency and accuracy
- Trained new and existing staff members on new computer software applications and facilitated communication between clinic and system support specialist
- Ensure high quality data management, including tracking receipts and payments, and entry of patient data and generating queries for missing or incorrect data.
- Handled insurance claims processing with precision, maximizing reimbursements and minimizing financial burden on patients.
- Managed patient check-in/check-out processes efficiently, ensuring smooth transitions between appointments while maintaining privacy standards.
- Coordinated referrals for specialty services expeditiously securing appointments within required timelines upholding continuity of care standards set forth by the medical practice.
- Maintained strict compliance with HIPAA regulations in handling sensitive patient information, safeguarding confidentiality at all times.
- Enhanced the accuracy of medical records through meticulous data entry and organization, ensuring timely access to critical information.
- Streamlined patient scheduling by implementing an efficient appointment system, reducing wait times and increasing patient satisfaction.
- Increased overall office efficiency by organizing and maintaining supplies inventory, optimizing the ordering process and minimizing costs.
- Organized medical charts for efficient retrieval by healthcare practitioners during appointments, enhancing treatment decisions based on complete information availability.
Epic Software Application Trainer
Cedars Sinai Hospital
12.2014 - 03.2015
- Assisted Principal Trainer with curriculum review and training environment testing
- Conducted classroom training for supper-users for the implementation of the Epic system
- Conducted end-user training for the Physicians, Nurses, Transplant Coordinators, Social Workers, Front Desk Assistants, and Nutritionist and Research Coordinators
- Updated trainings and assessments in the Learning Management System and produced reports
- Designed job aids for elbow support
- Provided elbow support during go live
- Partnered with cross-functional teams to develop customized learning plans, effectively addressing diverse user requirements and capabilities.
Medication Aide/Technician
Brookdale Senior Living Solutions
02.2013 - 03.2015
- Provide Residents with medication administration and treatment according to the Healthcare Provider’s orders
- Supervise residents who self-administer medication while adhering to company and government regulatory guidelines
- Report and document any changes in resident’s physical conditions, and or behaviors
- Maintain resident’s records regarding medications, leisure activities, incident reports and observations
- Supervise other Resident Associates to achieve effective workflow
- Adhere to HIPAA rules and regulations
Patient Care Coordinator
SEDS Homecare Inc. DBA Love thy children
04.2012 - 12.2014
- Designed front office activities to optimize facility workflows and patient management
- Performed comprehensive administrative support to clinical and office managers, including appointment scheduling, billing, and collections
- Collected, processed, and compiled annual service plan notices to clients within fourteen days of annual meeting
- Processed over two thousand client plans annually, while performing routine plan updates
- Monitored and screened incoming and outgoing calls and correspondences
- Managed upset clients, built rapport, listen, clarify, and resolve challenging situations
Administrative Service Manager
Mc Henry Mechanical Inc.
11.2011 - 01.2013
- Maintain office services by organizing office operations and procedures
- Overseeing reception and secretarial Services
- Ordering office supplies
- Processing data and monitoring security
- Prepare payroll
- Control correspondences and designed filling systems
- Review and approve supply requisitions
- Assign and monitor clerical functions
- Complete staff training and orientation as needed
- Review weekly payroll reports and address staff member’s payroll concerns
Education
College Diploma - Business Information Systems
Interactive College of Technology
01.2019
Clinical Research Associate Training Academy (CRATA) - undefined
CRATA
01.2018
Medical/Insurance Billing and Coding
Houston Community College
01.2017
Medical Administrative Assistant
Houston Community College
01.2017
Associate of Applied Science - Information Technology And Networking
DeVry University
Naperville, IL06-2023
Bachelor of Science - Information Technology, Networking/Cybersecurity
DeVry University
Naperville, IL08-2024
Skills
- Electronic Medical Record Management (Proficient in Epic Software Application)
- Customer Service
- Critical thinking
- Planning and coordination
- Staff Development and Coaching
- Troubleshooting Hardware/Operating System (OS)
- Cloud Computing
- Incident management
- Network administration
- Business continuity
- Customer support
- Teamwork and collaboration
- Problem-solving
Certification
- MS Office Suite CompTIA A+
- MS Word
- MS Excel
- MS Outlook
- CMAA (Certified Medical Administrative Assistant)
- MTA (Microsoft Technology Associate) – Windows Server Administration Fundamentals
Timeline
Technical Service Supervisor
CSAT Solutions
10.2023 - Current
Technical Service Lead
CSAT Solutions
09.2020 - 10.2023
Medical Administrative Specialist
Brookdale Senior Living Solutions
03.2015 - 09.2020
Epic Software Application Trainer
Cedars Sinai Hospital
12.2014 - 03.2015
Medication Aide/Technician
Brookdale Senior Living Solutions
02.2013 - 03.2015
Patient Care Coordinator
SEDS Homecare Inc. DBA Love thy children
04.2012 - 12.2014
Administrative Service Manager
Mc Henry Mechanical Inc.
11.2011 - 01.2013
Clinical Research Associate Training Academy (CRATA) - undefined
CRATA
Medical/Insurance Billing and Coding
Houston Community College
Medical Administrative Assistant
Houston Community College
College Diploma - Business Information Systems
Interactive College of Technology
Associate of Applied Science - Information Technology And Networking
DeVry University
Bachelor of Science - Information Technology, Networking/Cybersecurity
DeVry University
Similar Profiles
Danh NguyenDanh Nguyen
Technician at CSAT SolutionsTechnician at CSAT Solutions
Kevin MunguiaKevin Munguia
Operations Supervisor at CSAT SolutionsOperations Supervisor at CSAT Solutions
Kimberly CornettKimberly Cornett
Quality Assurance Auditor/Apple Failure Analysis Technician at CSAT SolutionsQuality Assurance Auditor/Apple Failure Analysis Technician at CSAT Solutions