SaDonna Wiggins
Durham,NC
Summary
Dynamic professional with extensive experience in planning and problem-solving, dedicated to optimizing resource utilization for scalable operations and driving profitability. Proven track record of enhancing operational efficiency through effective leadership and relationship-building skills. Strategic thinker committed to fostering collaborative environments that promote growth and innovation.
Overview
27
27
years of professional experience
Work History
Operations Manager
Continuum Global Solutions
Cary, NC
06.2019 - 03.2023
- Lead management of complete call center operations.
- Optimize customer service through system and procedure evaluation.
- Led team of employees and supervisors dedicated to talent development and coaching.
- Prioritized team tasks to ensure timely completion.
- Oversees activities within call center operations.
- Led implementation and development of new business lines.
- Conducted daily client meetings to confirm development guidelines are progressing.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
Operations Supervisor
Continuum Global Solutions
Cary, NC
07.2016 - 06.2019
- Managed team of 25+ call center agents effectively.
- Facilitated communication between operations manager and supervisors.
- Delivered weekly assessments to operations manager.
- Facilitated various staff, team, and one-on-one meetings.
- Coached and developed agents.
- Facilitated employee counseling sessions.
- Managed performance evaluations to ensure alignment with business goals.
- Conducted daily QA monitors.
- Ensured consistent achievement of key performance metrics by monitoring inbound and outbound calls.
- Conducted training sessions on new programs for onboarding agents.
- Managed resolution of escalated calls and customer complaints.
- Manage agents' daily attendance and ensure accurate records.
- Excel and Word proficient for data entry and report creation.
Care Coordinator
Aerotek
Mooresville, NC
07.2018 - 01.2019
- Coordinated communication among patients, providers, RAMs, and pharmacies to facilitate timely medication access.
- Collaborated with reimbursement team and providers to secure medication coverage for patients.
- Educated providers and patients on program functionalities.
- Educated patients and providers regarding medication programs.
- Serve as intermediary among patient, provider, and client during escalations.
Delinquency Management (SME) Subject Matter Expert
IBM
Durham, NC
07.2012 - 02.2016
- Addressed diverse account-related inquiries such as escrow details, payment issues, and tax reporting specifics.
- Conducted outbound calls to onboard customers for newly issued loans.
- Logged crucial data in service software from verbal and written interactions.
- Adheres to all mortgage servicing regulations.
- Performed collection and investigation of customer mortgage accounts.
- Ensured adherence to state and federal regulations for debt collections and mortgage guidelines.
Participant Advocacy Case Manager
Fidelity Investments
Durham, NC
01.2003 - 12.2009
- Handled resolution of elevated claim concerns.
- Guided customers to suitable resources at third-party administrators.
- Educated customers on understanding their benefits.
- Provide excellent customer service
- Responded promptly to customer inquiries through email and phone.
- Assisted business call center as required.
- Collaborated with underwriters, vendors, and customers to expedite aging cases.
- Maintain comprehensive records for all file and policy requirements.
- Served as liaison between client and third-party administrator.
Customer Service Specialist
Blue Cross Blue Shield of North Carolina
Durham, NC
06.1998 - 01.2003
- Delivered assistance to call center operations.
- Evaluated policy terms to assess coverage eligibility for specific losses.
- Marketed additional services and products to boost sales.
- Educated customers on policy details and benefits.
- Engaged with customers via phone and in-person to share information about products and services.
- Guided new employees through onboarding.
Credentialing Representative
Wellpath Community Health Plans
Durham, NC
10.1995 - 06.1998
- Managed office documentation
- Reviewed provider credentials for verification to determine participation in the medical network
- Ensures that all information meets federal and state guidelines when processing applications
- Reviewed provider histories of malpractice litigations if applicable and the outcomes
- Prepare and maintain reports and summaries of accreditation and facility privileges
- Assisted supervisor with special projects
- Notified the appropriate party if credentials were not in order
- Provide quality assurance and regulatory compliance
- Proficient with computer systems, networks and software applications
Forensic Order Entry Operator
Wellpath Community Health Plans
Durham, NC
10.1995 - 01.1997
- Data Entry of demographic and medical information
- Consult with patient on anything taken that may provide a false positive test
- Ensure all data was entered in a timely manner
- Maintained confidentiality
- Proficient in computer systems, networks and applications
Education
BA -
North Carolina Central University
Durham, NCSkills
- Proficient in Microsoft Office
- Operational Management
- Professional Development
- Team Management
- Client Case Management
- Technical Documentation
- Effective Organizational Skills
- Email Management
- Instructional Expertise
- Quality Assurance Audits
- Mortgage Management
- Order Processing
- CRM Platform Proficiency
Personal Information
Work Permit: Authorized to work in the US for any employer
Additional Information - Qualifications
- Work well without supervision
- Ability to prioritize and remain focused on the essence of an issue
- Excellent with customer support services
- Skilled at learning new concepts quickly while working well under pressure
- Adaptive to new concepts and procedures
- Experienced in computer programs and software (MS Word, Excel, Power Point)
Timeline
Operations Manager
Continuum Global Solutions
06.2019 - 03.2023
Care Coordinator
Aerotek
07.2018 - 01.2019
Operations Supervisor
Continuum Global Solutions
07.2016 - 06.2019
Delinquency Management (SME) Subject Matter Expert
IBM
07.2012 - 02.2016
Participant Advocacy Case Manager
Fidelity Investments
01.2003 - 12.2009
Customer Service Specialist
Blue Cross Blue Shield of North Carolina
06.1998 - 01.2003
Credentialing Representative
Wellpath Community Health Plans
10.1995 - 06.1998
Forensic Order Entry Operator
Wellpath Community Health Plans
10.1995 - 01.1997
BA -
North Carolina Central University
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