Summary
Overview
Work History
Education
Skills
Certification
References
Personal Information
Work Availability
Quote
Timeline
OperationsManager
Sarah Dawkins

Sarah Dawkins

St. Petersburg,FL

Summary

Seeking employment with a company where I can procure more knowledge and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I'm hard working, passionate, organized and a dependable candidate who's successful at managing multiple priorities with a positive attitude. I'm willing to take on added responsibilities to meet team goals when needed.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Signify Health
10.2021 - Current
  • As a quality analyst, I listen to calls and coach agents and sites containing teams to ensure that they are following the Quality guidelines for each health insurance client that we service.
  • Mentored and coached team members on QA topics and strategies.
  • I pull data from Verint and Power Bi for stats
  • I complete client audits and ad-hocs for multiple health plans
  • Adhered to standardized software quality assurance best practices, policies and processes.
  • Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
  • Wrote and maintained detailed internal documentation on developed systems.
  • Created and gained project approval on project test plans.
  • Pitch innovative ideas towards our processes.
  • Complete monthly to quarterly peer audits.
  • Fixed identified issues to improve workflows.
  • Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
  • Helped out on scheduling members like the agents when needed for the company to meet quota.

Domino's Delivery Expert

Domino's
03.2021 - 11.2023
  • Helped in store and drove for deliveries.
  • Coordinated consistent on-time deliveries of damage-free goods.
  • Followed safety procedures and regulations.
  • Managed delivery route for optimal use of time and fuel.
  • Tracked delivery status and updated customers for expected delivery time.

Humana Associate

YHA Humana
03.2018 - 10.2022
  • Call center atmosphere.
  • Started as a scheduling agent on the phones.
  • 5 months in I was promoted to a second market lead then OB4 - Market Lead and Promoted to Professional Market Analyst.
  • Operating different systems such as five9, Carebook, ADP, Verint and the Humana site.
  • Oversee the markets WY, VA, LA, NC, GA, IA, MO and OH.
  • Pull all morning reports.
  • Monitored key performance metrics to identify areas for improvement.
  • Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
  • Trained and mentored junior peers on strategies and techniques.
  • Analyzed customer data to identify trends and anticipate business needs.
  • Monitored customer service metrics and performance indicators to identify areas of opportunity.
  • Generated reports and presentations for management.
  • Review and explained Missed Ops.
  • Review Nurse Practitioner Utilization report.
  • Gauge future Bookings.
  • Used Goal Tracking Plus.
  • First look at the missed ops for the next day hours if that day is less than 15% then use the next 3 days or which day has the highest missed ops for my state.
  • Use Practitioner Availability to collect counties and determine what strategy (game plan) to focus on for the day.
  • Automated reporting from Dashboard.
  • Create dialer next for the highest days of missed ops.
  • Meet with Backups for 30 mins or less.
  • Review Missed ops and my game plan for the day.
  • Review NP Utilization in PowerBi.
  • Review the current month to see what hours are remaining for each day and the utilization by day.
  • Review my stats focus dates and how to set restrictions.
  • Set parameters for identified days and NPs with the highest hours remaining.
  • Review and Assess States- 9:00am-3:00pm
  • After each hour or so especially after my state power hour review the booking report then re-assess my dialer list/ strategy.
  • Review the clinician's schedules daily to help reduce scheduling errors and to ensure they are getting a full schedule.
  • Review schedules.
  • Build a list to have a NP be in two counties in one day.
  • Make sure I am aware of my states nurses' schedules utilization, the goal was 75%.
  • Meet with Backups mid-day check (If needed).
  • Review and explain the data from the five9 reports.
  • Let the backup know the new focus and why.
  • Update priority dates.
  • Throughout the day constantly pull membership, review and filter the list for the dialer.
  • Help my peers build their dialer lists.
  • Create pivot table to help identify where the freshest membership was.
  • Review county placement throughout the month and take action if I believe the county will continue to struggle each day.
  • Understand what is in the future for my states.
  • Preparing for 4pm/next day dialing 3pm-4pm.
  • Review Nurse availability report.
  • Review Evening Missed Ops report.
  • Review all five9 reports.
  • Prepare OT game plan if needed.
  • Decide on NP Placement.
  • Review NP Placement for the month or if toward the end of month start to review the next month by county.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate the stress of meeting goals.

Pharmacy Tech and Customer Service

Publix Super Market
01.2009 - 07.2019
  • Helped guests locate products, keeping the workstation clean, assisting guests on carry out
  • CBT: Continuing education computer tasks
  • Pharmacy Tech
  • Registered Pharmacy tech in the state of Florida
  • Cashiering
  • Typing prescriptions/ Data Entry
  • Knowledge of the different drugs and their drug class
  • Counting/filling prescriptions
  • Handling Insurance claims
  • Stocking
  • Containing guest privacy HIPPA and educating on privacy laws
  • Answering phones and communicating with doctors' offices.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Counted, measured and compounded medications following standard procedures.
  • Counted and labeled prescriptions with correct item and quantity.
  • Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
  • Entered and processed patients' prescriptions into internal system.
  • Set up and modified patient profiles to include current medications and insurance details.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.

Returns Specialist/Assistant to Customer Service Manager

Lister Concept Electronics
04.2017 - 03.2018
  • Issuing refunds, testing different devices (mostly phones such as iPhones and Samsung galaxies, operating different platforms: Amazon, Walmart and eBay, filing employee paperwork, answering phone calls and packaging devices, customer service messages and calls and online listing.
  • Responded to customer calls and emails to answer questions about products and services.
  • Created customer support strategies to increase customer retention.

Assistant Operations Manager / Marketing Manager

Muvico Theaters. Bought by Carmike Cinemas. Bought again by AMC Theatres
06.2007 - 06.2017
  • Started off as a concessionist, cook, guest services, usher, supervisor and later management.
  • Scheduling movies and events.
  • Managing daily numbers and payroll, cash handling (pickups and drops/deposits).
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Keeping track of all employees making sure all responsibilities are completed.
  • Taught employees how to collaborate on daily job tasks and achieve service targets.
  • Offering the rewards program to guests.
  • Ensure theater functions run smoothly and efficiently (inside and out).
  • Projection: building (prepping) and playing movies.
  • Security cameras.
  • Radio communications.
  • Managing POS terminals, ordering supplies, counting and stocking inventory, portioning products, interfacing with customers and managing breaks.
  • Handling customer complaints - passes, voids, and refunds.
  • Human resources assisting, customer service training.
  • Responsible for all marketing with social media, promotions, and trade deals with local businesses.
  • Responsible for all promotion placing, promotion decor and holiday decorations.
  • In charge of all disciplinary action forms for all staff.
  • Cash handling: daily cash pulls and drops.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Opening and closing the building.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Monitored inventory and approved reorders of stock to secure necessary resources and meet customer demand.
  • Developed and maintain operational guidelines for staff.
  • Monitored employee productivity and optimized procedures to reduce costs.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.

IBO - Independent Business Owner

Amway Global
01.2009 - 12.2011
  • Scheduling appointments
  • Setting and attending demo promotion parties
  • Selling and ordering products
  • Self-promoting by using these products only.
  • Promoted business via social media to generate leads and maximize brand identity.
  • Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
  • Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Education

No Degree - Criminal Justice

Saint Petersburg College
Saint Petersburg
09.2014

High School Diploma -

Gibbs High School
Saint Petersburg, FL
05.2008

Skills

  • Typing skills 51 WPM
  • Technical Analysis
  • KPI Tracking
  • Market Analysis
  • Workflow Analysis
  • Operations Analysis
  • Data and Analytics
  • Forecasting and Planning
  • Web-Based Reporting Tools
  • Work Organizing and Prioritizing
  • Documentation
  • Group Presentations
  • Improvement Recommendations
  • Stakeholder Communication
  • Customer Communication
  • Testing Plans
  • Quality Assurance
  • Report Analysis
  • Process Implementation
  • Mentoring and Training
  • Automated Inventory Processes
  • Supplier Audits
  • Project Management
  • Quality Processes
  • Data Analysis
  • Call Monitoring
  • Manual Testing
  • Product Development
  • Microsoft office efficient
  • Customer Service
  • Inventory - order placement
  • Retail Sales
  • Cash Handling
  • Human Resources
  • Inventory (ordering and counting)
  • Online Listing
  • Astounding leadership skills
  • Management
  • Pivot tables
  • Marketing management
  • Business analysis
  • Motivational interviewing
  • Business intelligence
  • Data visualization
  • SQL and Databases

*Skilled Systems and platforms:

  • Operating Amazon Seller Manager
  • Operating eBay Selling Manager
  • Operating Walmart Selling Manager
  • Finale
  • Ship Station
  • TopShelf/Scout
  • Five9
  • Microsoft Office
  • Power BI
  • ADP
  • Analytics
  • Tableau
  • Verint
  • Scheduling 20
  • Slack messaging
  • Teams messaging
  • Skype
  • Google Meets
  • Google Docs
  • Outlook
  • Racing snail
  • Kahoots

Certification

  • Registered Pharmacy Technician
  • Pharmacy Technician Certification
  • Data Analytics By Google Certifications - Currently working on this certification.

References

References:


Name: Victor Garcia Jr.

Occupation: Claims Management

Contact: (954)-716-2290


Name: Amber Simpson

Occupation: General Management

Contact: (727)-667-1496


Name: Malcolm McDowell

Occupation: CS Management

Contact: (727)-637-5426


Name: Natasha Burnett

Occupation: Entrepreneur/Management

Contact: (727)-557-9425

Personal Information

Work Permit: Authorized to work in the US for any employer

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

"You can't wait until life isn't hard anymore before you decide to be happy".
Jane/Nightbirde Song: "It's ok"

Timeline

Quality Assurance Analyst

Signify Health
10.2021 - Current

Domino's Delivery Expert

Domino's
03.2021 - 11.2023

Humana Associate

YHA Humana
03.2018 - 10.2022

Returns Specialist/Assistant to Customer Service Manager

Lister Concept Electronics
04.2017 - 03.2018

Pharmacy Tech and Customer Service

Publix Super Market
01.2009 - 07.2019

IBO - Independent Business Owner

Amway Global
01.2009 - 12.2011

Assistant Operations Manager / Marketing Manager

Muvico Theaters. Bought by Carmike Cinemas. Bought again by AMC Theatres
06.2007 - 06.2017

No Degree - Criminal Justice

Saint Petersburg College

High School Diploma -

Gibbs High School

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Sarah Dawkins