Shara Howard
Green Cove Springs,FL
Summary
Determined Quality Consultant with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Outstanding communication and time management talents.
Overview
9
9
years of professional experience
Work History
Quality Consultant
Aetna, A CVS Health
02.2023 - Current
- Implemented a continuous improvement culture within the organization by promoting best practices in lean manufacturing techniques.
- Maintained up-to-date knowledge of relevant industry advancements, incorporating best practices as appropriate to ensure continued excellence in quality.
- Assisted with developing training programs to enhance employees'' understanding of quality standards and expectations.
- Performed quality call audits monthly for customer service reps.
- Coach customer services reps monthly in order to assist them in achieving their Helping With Heart certification.
- Assist with new hire simulation call sessions.
- Work independently and manage workload efficiently.
- Update simulated call scenarios.
- Create simulated call scenarios.
- Assist with creating the simulation call session schedule.
- Periodically facilitate team meetings.
MAC Service Advocate
Aetna
10.2021 - 02.2023
- Promoted to Lead Advocate acting as the Subject Matter Expert and assisting in guiding colleagues to locate accurate information to educate our members during Open Enrollment
- Supported team members, fostering a collaborative and productive work environment.
- I work alongside campaign Managers and contribute to the overall managing of the campaign
- I engage, and educate members based upon the member's unique needs, preferences and understanding of our services
- I am able to provide end to end accountability for the member
- Answer questions and resolve issues as a 'single-point-of-contact'
- I have built trusting relationships with the members by taking accountability to fully understand the member's needs
- I can effectively walk members through programs, Aetna tools and resources
- I take ownership of each member contacted to resolve their issues and connect them with additional services as appropriate
- I am able to efficiently document and track all member contacts, events, and outcomes via the appropriate systems and processes
- I use communication skills to build relationships with members
- I handle multiple functions and/or multiple products while maintaining and/or exceeding performance standards
- I have the skills to identify issues that need to be escalated appropriately and offer suggestions for resolution
- I strive to demonstrate professionalism and present a positive image of the company when interacting with members
- I am proficient in using SFE, MP, GPS and Med Compass
- I also have experience navigating HRP and ECHS.
- Exceeded performance metrics consistently by prioritizing tasks effectively and efficiently.
Certified Nursing Assistant
Home Care
09.2018 - 06.2021
- Administered medication, and kept a daily journal of medicine intake
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Completed light housekeeping duties; planned and prepared meals; changed bed linen
- Maintained a daily journal of activities and reported any physical or cognitive changes to the family of loved one
- Responded to all physical and emotional needs of the patient
- Offered emotional support, companionship and conversation.
Administrative Assistant
Pivot CPA's
07.2015 - 02.2017
- Implemented problem solving skills to work through employee, customer, and managerial staff issues and challenges
- Coordinated and scheduled all company meetings, appointments and interviews
- Assisted in preparing tax returns for individuals and corporations
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Responsible for collecting and scanning tax forms from clients and businesses and inputting into reliable electronic filing system
- Responsible for general office duties including mail collection, mail delivery, using the copy machine and maintaining inventory of all office supplies.
Education
Associate of Science - Nursing
Fortis College - Orange Park
Orange Park, FLHigh School Diploma -
Citizens High School
11.2004
Certified Nursing Assistant Diploma -
Andrew Jackson High School
Jacksonville, FL01.1997
Skills
- Conflict Resolution
- Ability to Work Under Pressure
- Customer Service
- Decision Making
- Ability to Multitask
- Fast Learner
- Computer Skills
- Adaptability
- Time Management
- Relationship Building
- Issue Resolution
- Strong Work Ethic
- Effective Multitasking
- Policy Reinforcement
- Communication
- Teamwork
- Critical Thinking
- Leadership Skills
- Coaching and Mentoring
- Problem-solving skills
- Team Collaboration
Timeline
Quality Consultant
Aetna, A CVS Health
02.2023 - Current
MAC Service Advocate
Aetna
10.2021 - 02.2023
Certified Nursing Assistant
Home Care
09.2018 - 06.2021
Administrative Assistant
Pivot CPA's
07.2015 - 02.2017
Associate of Science - Nursing
Fortis College - Orange Park
High School Diploma -
Citizens High School
Certified Nursing Assistant Diploma -
Andrew Jackson High School