Rashada Thomas

• Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
• Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
• Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
• Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
• Trained and supported new team members, maintaining culture of collaboration.
• Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
• Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
• Remained solutions-oriented in face of complex problems to assist management and overall business direction.
• Performed wide-ranging administrative, financial and service-related functions.
• Managed data and correspondence to secure information across complex landscapes of organizational departments.
• Drafted common document templates to reduce time spent creating documents from scratch.
• Volunteered to help with special projects of varying degrees of complexity.

● Direct interaction with clients to serve as a liaison and facilitate benefit offerings and servicing of issues.

● Interface with clients and internal partners to answer inquiries and resolve account issues.

● Collaborated with Sales and Client Management teams to assist in solutioning complex client requirements and servicing needs.

● Disseminated knowledge of client relationships with internal departments as needed to facilitate problem resolution, and servicing.

● Collaborated with internal service partners to maximize client relationships, processes, and revenue.

● Consulted on complex high-level accounts and client issues.

● Collaborated with the Benefit Administration teams to ensure operational processes support the client needs, and close process gaps.

● Proactively managed and prioritized facilitation activities including, managing outstanding tickets.

• Managed incoming operational tasks from clients and client managers in all market segments.
• Collaborated with client management and internal service partners, to ensure the operational need is managed from end to end.
• Maintained adequate request records for auditing purposes.
• Performed within or above the set key performance indicators.
• Extensive knowledge of internal applications, used to research and resolve client issues and/or requests.
• Operational Tasks may include:
• Client Account Setup Salesforce and Admin
• New Group Builds
• Group/Account pricing changes
• Eligibility mapping
• Group Hierarchy changes
• Product Adds
• Product Updates (ex –Change to Video only for BH)
• Copay Overrides
• Group Name changes
• Grasped the nuances of all market segments
• Developed a credible relationship with key internal and external client contacts
• Ensured expectations are set appropriately related to all open tasks
• Assisted with high severity requests or issue escalations as needed
• Other duties as assigned

• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
• Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
• Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
• Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
• Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
• Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
• Improved operational efficiency by streamlining processes and implementing time-saving strategies.
• Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
• Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
• Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
• Streamlined operational procedures, significantly reducing process inefficiencies and downtime.
• Enhanced operational transparency with introduction of real-time dashboard for monitoring key performance indicators.
• Fostered culture of continuous improvement, leading to enhanced operational workflows and staff satisfaction.
• Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.
• Led cross-functional teams to improve project execution, enhancing overall operational efficiency.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Kept high average of performance evaluations.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Completed bi-weekly payroll for [1-25] employees.
• Developed internal requirements and standards to minimize regulatory risks and liability across programs.

• Kept work areas clean, organized, and safe to promote efficiency and team safety.
• Contributed to team success by completing jobs quickly and accurately.
• Maintained productive, efficient approach to all tasks.
• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
• Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Assisted in recruitment to build team of top performers.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Evaluated customer needs and feedback to drive product and service improvements.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Educated staff on organizational mission and goals to help employees achieve success.
• Generated reports detailing findings and recommendations.

• Contributed to team success by completing jobs quickly and accurately.
• Kept work areas clean, organized, and safe to promote efficiency and team safety.
• Maintained productive, efficient approach to all tasks.
• Learned all required tasks quickly to maximize performance.
• Increased customer satisfaction by providing exceptional support and resolving issues in a timely manner.
• Developed strong cooperative relationships with coworkers and managers.
• Trained new team members by relaying information on company procedures and safety requirements.
• Pursued learning opportunities to advance knowledge and take on leadership position.
• Resolved issues quickly to maintain productivity goals.
• Promoted a positive working environment through effective conflict resolution strategies and open lines of communication among team members.
• Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
• Developed strong customer service and product knowledge skills to enhance individual and team performance.
• Addressed and resolved customer complaints in polite and professional manner.