Rolana Havener
Morrilton,AR
Summary
Caring Quality Improvement Coordinator passionate about maximizing patient care standards in community services environments. Physically fit and mentally sharp professional with combined 8 years of healthcare experience.
Overview
29
29
years of professional experience
Work History
Substitute Teacher
ESS K-12
11.2022 - Current
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
- Boosted student engagement with interactive lessons, incorporating real-world examples and hands-on activities.
- Maintained detailed records of student attendance, assignments, and progress for seamless transition back to regular teachers.
- Supported implementation of school-wide initiatives aimed at improving academic achievement and student well-being.
- Followed lesson plans designed by absent teachers.
- Enforced school and class rules to maintain order in classroom.
- Implemented classroom management techniques to maintain positive learning environment.
- Monitored student performance and provided feedback to inform instruction.
Contractor
Medicare Benefits Provider
01.2018 - 01.2024
- Self-employed
- Travel to 8 member homes weekly to provide specific insurance benefits through their Medicare Advantage health insurance
- Delivered high-quality work on time and within budget, earning positive feedback from clients.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
- Consulted with customers to assess needs and propose optimal solutions.
- Established long-term relationships with clients, resulting in increased repeat business.
- Reduced client complaints by implementing more effective customer service strategy.
Store Manager
Spirit Halloween
07.2021 - 11.2021
- Managed daily operations to ensure smooth functioning of store, maintaining clean, safe environment for customers and employees.
- Managed inventory control, 20,000 dollars cash control daily, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through 90% staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored 20 new hires during their onboarding process, ensuring well-equipped to excel in roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
Billings Ops Specialist/Compliance Coordinator
Centene Corp
09.2016 - 08.2018
- Ensured compliance with contractual requirements and federal and state government reporting and regulations, maintained government relations for compliance activities, served as a compliance resource for day-to-day processes, was responsible for billing and reporting to internal and external customers, collaborated with internal teams and external clients to research and resolve any disputes or discrepancies in billed amounts and payment transactions, through error queues from specific workflow systems, applications and spreadsheets
- Created and reissued corrected invoices, applied bad debt as needed
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates to through proactive problem-solving and efficient complaint resolution maintained at 98%
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Implemented customer feedback system to inform product development.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database with 98% accuracy.
- Collected, arranged, and input information into database system.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Substitute
Lamar School District
01.2008 - 12.2016
- Implement lesson plans, provide classroom management, encourage participation, maintain positive learning experience, adapt teaching methods to meet individual student needs, provide invaluable service to teachers who are absent for one day or for extended periods of time
- Assisted ABC preschool Director with scheduling, hiring and training
- Improved student comprehension by tailoring teaching methods to individual learning styles.
- Managed classroom behavior effectively, ensuring a safe and respectful atmosphere for all students.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Increased overall class participation by fostering a positive and inclusive learning environment.
- Assisted struggling students through one-on-one sessions, leading to increased academic success.
- Incorporated real-world examples into lessons, making concepts more relatable and easier to understand for students.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Implemented classroom management techniques to maintain positive learning environment.
- Followed lesson plans designed by absent teachers.
- Enforced school and class rules to maintain order in classroom.
- Utilized variety of instructional strategies to meet individual student needs.
Professional Tax Preparer
H&R Block
01.2007 - 12.2014
- Professional Tax Preparer during peak tax seasons Skilled in Farm, Small business and Individual income tax preparations
- Maximized client refunds with diligent identification of applicable deductions and credits.
- Ensured error-free calculations by conducting rigorous reviews before submitting completed forms.
- Managed multiple deadlines effectively to ensure timely submission of all client tax returns.
- Kept clients informed about potential changes in legislation or regulations affecting their taxes including new allowable deductions or credits.
- Handled 100 + complex multi-state tax filings for individuals and businesses to achieve maximum savings on state taxes.
- Expanded business clientele through positive word-of-mouth referrals from satisfied customers.
- Reduced client audit risk by thorough verification of income, deductions, and credits on tax returns.
- Maintained up-to-date knowledge of federal and state tax laws through continuous professional development courses.
- Maintained compliance by adhering to current tax laws and regulations.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Offered clients recommendations to reduce tax liabilities.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Identified potential audit red flags to minimize risk of IRS audits.
- Researched complex tax issues utilizing online resources and professional tax software.
- Calculated estimated tax payments for clients.
- Utilized tax software to prepare returns and meet deadlines.
- Analyzed financial documents to accurately reflect client information on tax returns.
- Researched tax implications for various deductions and credits.
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
LPN
Licensed Practical Nurse
01.1996 - 12.2001
- Cardiac Step-down, Psychiatric care team, Medical-Surgical, Orthopedics, Oncology, CCU, ICU, Post-op, all primary care, timely medication administration, pain management, IV therapy, head to toe assessment and behavioral health assessments and therapies charted as ordered by physician
Education
Bachelor of Science - Emergency Administration and Management, Sociology
Arkansas Tech University
Russellville, AR05.2005
ATU Emergency Management Project -
Arkansas Tech University/ADEM Grant Project
Russellville, AR01.2004
Practical Nurse Certificate - Licensed Practical Nurse
Arkansas Valley Technical Institute
Ozark, AR01.1997
Skills
- Adaptable
- Relationship building and management
- Customer satisfaction focus
- Quality management systems
- Documentation management
- Audit compliance
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Effective multitasking
- Risk assessment
Timeline
Substitute Teacher
ESS K-12
11.2022 - Current
Store Manager
Spirit Halloween
07.2021 - 11.2021
Contractor
Medicare Benefits Provider
01.2018 - 01.2024
Billings Ops Specialist/Compliance Coordinator
Centene Corp
09.2016 - 08.2018
Substitute
Lamar School District
01.2008 - 12.2016
Professional Tax Preparer
H&R Block
01.2007 - 12.2014
LPN
Licensed Practical Nurse
01.1996 - 12.2001
ATU Emergency Management Project -
Arkansas Tech University/ADEM Grant Project
Practical Nurse Certificate - Licensed Practical Nurse
Arkansas Valley Technical Institute
Bachelor of Science - Emergency Administration and Management, Sociology
Arkansas Tech University
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