Sandra Chitwood
Winfield,TN
Summary
Dynamic professional skilled in member services and quality assurance, with a strong focus on customer satisfaction. Demonstrated success in training teams, streamlining processes, and ensuring adherence to quality standards across various operational environments.
Overview
8
8
years of professional experience
Work History
MEMBER SERVICES SPECIALIST
Prime Therapeutics
06.2022 - 09.2022
- Pharmacy help desk, Assisting Medical Physicians, Pharmacies, and Members obtaining medication
- Member services, Providing Members with aid with their plans and processes
- Prior Authorization Team, Submitting request from Providers and members for authorization for medications
- Assisted members with inquiries regarding benefits and services.
- Provided clear communication to members during complex situations.
- Updated databases with new and modified customer data.
QUALITY ASSURANCE/QUALITY ENGINEER
JDS
09.2021 - 03.2022
- -Ensuring the highest quality of manufactured parts for customers.
- Collaborated with cross-functional teams to implement quality improvement initiatives.
- Trained team members on quality control procedures and best practices.
- Collaborated with quality team members and leaders to monitor conformance to quality standards.
- Ensured safe working conditions through regular safety inspections and risk assessments.
- Trained personnel on the use of various quality control tools such as Statistical Process Control charts, Process Flow Diagrams, Failure Mode Effects Analysis.
OPERATOR/INSPECTOR
EAGLE BEND
01.2020 - 05.2021
- -Operation of automated and manual machinery.
- Operated machinery to maintain production flow and efficiency.
- Monitored quality control to ensure product standards were met consistently.
- Collaborated with team members to streamline operational processes effectively.
- Assisted in training new operators on safety protocols and operational procedures.
- Inspected finished products to verify conformity to quality standards.
- Monitored and adjusted machine operations as needed for quality assurance.
CUSTOMER CARE REPRESENTATIVE
SENTURE
10.2019 - 12.2019
- -Advised members on beneficiary service for active-duty military and veteran sponsors.
- Assisted customers with inquiries and provided accurate information.
- Collaborated with team members to improve service delivery processes.
- Documented customer interactions in the database for future reference.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
CLEANING TECHNICIAN
MAID TO CONQUER
07.2019 - 10.2019
- -Cleaning and maintaining of highly secured financial institution.
- Communicated effectively with clients to address specific cleaning requests and preferences.
- Managed time effectively to complete multiple cleaning tasks within scheduled hours.
- Checked inventory of cleaning supplies weekly and ordered replacements when necessary.
- Kept business entrances clean, tidy and professional in appearance.
ACCOUNT MANAGER
HEALTH SERVICES GROUP
02.2019 - 06.2019
- -Responsible for hiring and training new employees.
- Coordinated project timelines and deliverables with cross-functional teams.
- Conducted regular account reviews to assess performance and address concerns.
- Facilitated communication between clients and internal departments for seamless service delivery.
- Analyzed client feedback to improve service offerings and client engagement strategies.
- Led initiatives to enhance operational efficiency within account management functions.
- Acted as main point of contact in matters relating to client concerns and needs.
CUSTOMER SERVICE REPRESENTATIVE
JEWELRY TELEVISION
12.2018 - 02.2019
- -Received incoming calls and helped customers place orders.
- Assisted customers with product inquiries and order placements.
- Maintained accurate records of customer interactions and transactions.
- Educated customers about jewelry features, benefits, and care techniques.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
CORRECTIONAL OFFICER/COUNSELOR
TN DEPARTMENT OF CORRECTIONS
01.2017 - 12.2018
- Supervised inmate activities and ensured adherence to facility regulations.
- Monitored inmate behavior and implemented disciplinary actions.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Responded to emergencies and provided immediate assistance during critical situations.
- Conducted regular inspections of the facility for safety and security compliance.
- Inspected cells and conducted random searches of common areas.
- Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
- Employed de-escalation techniques, verbal commands, and physical and mechanical restraints to address unruly inmates.
- Trained new officers on security protocols and emergency procedures.
- Managed inmate records and maintained accurate documentation of incidents.
- Collaborated with staff to develop rehabilitation programs for the inmates.
- -Ensure inmates are kept within secure confines of the facilities.
RESIDENTIAL COORDINATOR
SCOTT APPALACHIAN INDUSTRIES
11.2014 - 08.2015
- Coordinated residential programs to ensure adherence to organizational policies and enhance service delivery.
- Managed daily operations to effectively address residents' needs and promote overall well-being.
- Developed individualized service plans in collaboration with interdisciplinary teams.
- Supervised staff performance, offering targeted guidance and support to improve service quality.
- Conducted regular assessments to monitor resident progress and satisfaction.
- Facilitated training sessions for staff on best practices and safety protocols.
- Coordinated and supervised daily and evening activities to enhance resident engagement.
- Maintained dignity and confidentiality of clients, conducted personal assessments and intakes for potential clients and administered emergency procedures and safety management.
Education
Associate degree - Criminal Justice
Roane State Community College
Harriman, TN05-2012
Certification - Law Enforcement
Waler State Regional Law Enforcement Training Academy
Greeneville, TN03-2008
High school diploma - General Studies
Scott High School
Huntsville, TN05-1995
Skills
- Customer service
- Member Communication
- Customer satisfaction
- Membership Verification
- Member Benefits Education
- Onboarding Support
- Conflict Resolution
- Quality assurance
- Policy Adherence
- Analytical/Critical Thinking
- Problem Solving
- Time management
- Office Coordination
- Supervision and management
- Classroom training
- Data Privacy Awareness
- Conflict resolution
Training
- Certified Law Enforcer, TN
- Certified Corrections Officer, TN
- Classroom Training and Instruction
- Certified Corrections Officer, TN Correctional Institute
- Tennessee Correctional Academy, Correctional Officer training
- Instructor on leading by positive example
- FEMA Incident Command System (ICS-100)
- Attitudes at work
- Assisting People with Intellectual and Developmental Disabilities in choice making
- Drugs in the workplace
- FEMA Incident Command Resources and Initial Action
- FEMA National Incident Management System
- FEMA National Response Plan
- Down syndrome and Alzheimer’s disease
- Terrorism Awareness for Emergency First Responders (AWR-160)
- Psychology Contributions to behavioral Crime Scene Analysis
- Cold Case Safety Net: Missing and Unidentified Persons
- Physical safety in the workplace
- Systematic Instruction Strategies
- Effective leadership training
- Fire Safety Officer Training
- Credentialed as an (IAPWE) International Association of Professional Writers and Editors Certified Writer and Editor
- Red Cross CPR/First Aid/AED, Certified Instructor
- Conflict Resolution
- Certified Law Enforcement Officer, Tennessee
- Tennessee Correctional Academy, Special recognition for Outstanding Achievement
- Red Cross/First Aid/AED – Certified Instructor
- Advanced TASAR M26
- Monadnock Expandable Baton
- Confidentiality and HIPAA
- Conflict Management
- Identifying and preventing Dependent Adult Abuse and Neglect TN-DIDD1405 – Standard Precautions
- TNDIDD – Protection from harm
- TNDIDD Title VI Course
- Overview of the principles of positive behavior support for Direct Support Professionals
- People with Disabilities: Building Relationships and Community Membership
- Person Centered Planning for Individuals with Developmental Disabilities
- TRACS Accident Reconstruction/Investigation
- SABRE Red O.C. Aerosol Spray
- Intoximeter EC-IR II
- Police Radar System
- Principles and practices of effective Direct Supports
- Risk Management for Individuals with IDD
- Supporting Quality of Life for a person with Developmental Part II: Adults and Seniors
- Member of (AWAI) American Writers and Artists Institute
- Mandated Child abuse reporting
Timeline
MEMBER SERVICES SPECIALIST
Prime Therapeutics
06.2022 - 09.2022
QUALITY ASSURANCE/QUALITY ENGINEER
JDS
09.2021 - 03.2022
OPERATOR/INSPECTOR
EAGLE BEND
01.2020 - 05.2021
CUSTOMER CARE REPRESENTATIVE
SENTURE
10.2019 - 12.2019
CLEANING TECHNICIAN
MAID TO CONQUER
07.2019 - 10.2019
ACCOUNT MANAGER
HEALTH SERVICES GROUP
02.2019 - 06.2019
CUSTOMER SERVICE REPRESENTATIVE
JEWELRY TELEVISION
12.2018 - 02.2019
CORRECTIONAL OFFICER/COUNSELOR
TN DEPARTMENT OF CORRECTIONS
01.2017 - 12.2018
RESIDENTIAL COORDINATOR
SCOTT APPALACHIAN INDUSTRIES
11.2014 - 08.2015
Associate degree - Criminal Justice
Roane State Community College
Certification - Law Enforcement
Waler State Regional Law Enforcement Training Academy
High school diploma - General Studies
Scott High School