Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Certification
Websites
Timeline
Generic

SHARMAE SILVERS

Summary

Results-driven Supervisor with extensive experience at Quest Diagnostics, recognized for optimizing data operations and elevating client services through strategic data analysis and critical thinking. Achievements include significant process improvements and a strong focus on team development, leading to enhanced compliance and operational excellence. Proficient in SQL and adept at cultivating stakeholder relationships, driving efficiency, and informed decision-making.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Data Supervisor

Quest Diagnostics
07.2022 - Current
  • Examined user needs, workflows, and issues to optimize existing operations.
  • Responsible for overseeing the operational performance of Data Integration and integrity for the products and services
  • Manage all aspects of the Data Management teams including hiring, performance management, staff development, coaching and feedback to ensure and end to end quality experience
  • Enhanced procedures through problem analysis.
  • Perform root cause analysis to identify and resolve quality issues and report findings and solutions to the Quality Assurance Team
  • Understanding of product knowledge and effectively manage complexity and evolving business
  • Enhanced operational reports for better efficiency in new business processes.
  • Analyze complex healthcare data sets to identify patterns and insight that drive informed decision making and process improvement
  • Manage SLA contract agreements each quarter to adhere to Compliance and have effective quality assurance
  • Develop performance measures (key metrics; KPIs) that focus on key operational areas such as financial and employee performance
  • Provide managerial support when it comes to training and guidance on new processes, new systems, and tools that will ensure smooth implementation and adoption
  • Lead Teams to identify existing and emerging client requirements and implement repeatable, scalable solutions through process improvement, automation, and technology solutions

Supervisor, Client Services

Quest Diagnostics
08.2014 - 07.2022
  • Communicate and interact regularly and transparently with employees, disseminate information in a timely manner
  • Reinforced customer complaints efficiently and effectively using Everyday Excellence Principles
  • Responsible for performance-oriented supervision, training, coaching, and developing new employees and all staff on all job duties, compliance, and annual competency requirements to ensure a positive client experience
  • Prepared employee schedules; monitors employee attendance and performance; maintains adequate departmental coverage
  • Demonstrated ability to handle sensitive information with discretion and integrity
  • Evaluates methods of inspecting quality calls to make sure we adhere to our KPI Metrics
  • Proactively engage performance management resources when expectations are not being met consistently

Education

Bachelor of Science - Finance

Capella University
Minneapolis, MN
07.2020

Associate of Arts - Business

Metropolitan Community College
Kansas City, MO
01.2012

Skills

  • Project Planning
  • Operational System Oversight
  • Analytical Thinking
  • Efficient Resource Allocation
  • Streamlined Team Coordination
  • Strategic Problem Resolution
  • Consistent Process Analysis
  • Cross-Departmental Coordination
  • Advanced Microsoft Word Proficiency
  • Root Cause Identification
  • Operational Reporting Improvement
  • KPI Design
  • Process Optimization
  • Effective Team Building
  • Results Driven
  • Intrinsic Motivation
  • Effective Team Engagement
  • Data-Driven Business Support
  • Process Evaluation
  • Agile Response to Change
  • SQL Database Management
  • Advanced Data Reconciliation
  • Advanced Data Analysis
  • Excel Spreadsheet Management

Affiliations

  • 10+ years delegating and coaching high performing cross-functional teams., Collaborated with Senior Leaders on new product launch to generate revenue growth.

Additional Information

Six Sigma Project, QMS (Quest Management System) Auto Email project. I was one of the project managers that created an email delivery adoption plan. We had an opportunity to implement the email upon final to simplify the customer and employee experience through an enhanced result delivery option via email., Reduction of Inbound Calls, Increase of FCR & Solve Rate, Enhanced customer loyalty while increasing CSAT Survey scores, and improved patient care while eliminating wait times to receive calls.

Local Contract Management and Vendor Invoice Project, Identify areas of opportunity (Voucher vendor invoices, printed reports, and contract vendor invoices). I was initial owner of the project, and my role was to determine ownership and resources required, build out roles and responsibilities, job descriptions, and resources needed to have an efficient process. I collaborated with Finance, Operational Leadership, and Compliance to meet the company's deadlines each quarter., Average response rate time of all outstanding contracts; Vendor contract agreement based on dollar amount (range from $5k-100k); New Contract communication; and Quality control rate.

Certification

Certifications Scrum Master Certified (SMC)

Scrum Alliance

Issued Feb 2024: Expires Feb 2026

Credential ID 001616375

Websites

Timeline

Data Supervisor

Quest Diagnostics
07.2022 - Current

Supervisor, Client Services

Quest Diagnostics
08.2014 - 07.2022

Bachelor of Science - Finance

Capella University

Associate of Arts - Business

Metropolitan Community College

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SHARMAE SILVERS