Summary
Overview
Work History
Education
Skills
Accomplishments
Community Service
Work Availability
Quote
Timeline
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SHEMITHA R. CRAIG

Goodlettsville,TN

Summary

Enthusiastic Administrative Assistant with expertise in anticipating professional needs and proactively identifying and resolving problems. Bringing proven to promote organization and availability through effective schedule development. Excellent customer service and conflict management skills.

Overview

17
17
years of professional experience

Work History

Administrative Professional/Executive Assistant

Tennessee State University
07.2021 - Current
  • Worked in various departments within the Division of Student Affairs maintaining databases, purchasing and requisition reconciliation, creating reports, directing student engagement, updating calendars, scheduling meetings, and working/planning in the organization of campus events.
  • Reduced operational expenses by negotiating vendor contracts and identifying cost-saving opportunities.
  • Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to the correct recipient.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Coordinated and scheduled meetings and conference calls to optimize the scheduling of senior staff.
  • Developed strategies to streamline and improve office procedures.
  • Managed department budgets and generate financial reports for management review.
  • Assisted coworkers and staff members with special tasks on daily basis.

Government Contract Call Center Manager

Missionside, LLC
09.2019 - 06.2021
  • Streamlining client interview process' with overall initial efficiency thus increasing revenue by 46%
  • Managing work and call volume flow, numbers and returns,
  • Morale, and Teambuilding Pundit
  • Manager of the year, yielding the greatest customer satisfaction numbers overall, securing the highest team financial bonus' in the center.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Evaluated data to identify trends and determine customer service needs.
  • Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Licensing and Certification Specialist

DaVita Renal Healthcare
04.2016 - 09.2019
  • Research, conclude, and submit timely regulatory applications required for participation in all Medicare, Medicaid, and State Renal programs.
  • Initiated and monitored electronic banking transfers for all DaVita dialysis clinics, ensured all assigned facilities were licensed and certified to treat managed care recipients
  • Maintained internal databases housing facility project information for both operational and newly established clinics
  • Amalgamated with cross-functional teams to achieve project goals on time and within budget.
  • Departmental Employee of the Month
  • Championed customer satisfaction team, improving rates through proactive problem-solving and efficient conflict resolution.
  • Attended training programs to deepen professional skillset and assisted in training fellow team associates on existing and new training programs.

Office Assistant IV- Utilization Management Department

Vanderbilt Medical Center
08.2013 - 04.2016
  • Responsible for all clerical, secretarial, and administrative services, provided complex, detailed, and confidential work analysis on a variety of office management responsibilities, monitored expenses against budget and report status, reconciled budget expenses/ revenues to ledger sheets, handled all financial collection and disbursements for the department, Audit Time Records using Kronos for accuracy and proper documentation for employees within the work unit
  • Recommended, defined, and documented best office practices including maintaining departmental standard operational procedures.
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Contributed to a positive work environment by fostering open communication among colleagues.
  • Acted as a liaison between departments to facilitate the flow of information leading to improved interdepartmental collaboration.
  • Edited and proofread documents for accuracy and completeness.

Patient Services Representative

Vanderbilt University Medical Center
12.2007 - 08.2013


  • Managed appropriate physician correspondence and communication, trained and mentored new Patient Service Reps
  • Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
  • Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
  • Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
  • Increased efficiency of office operations through proper management of medical records and filing systems.
  • Resolved customer complaints using established follow-up procedures.
  • Followed document protocols to safeguard confidentiality of patient records.

Education

Bachelor of Science - Political Science

Tennessee State University
Nashville, TN
05.2024

Diploma -

Hillsboro High School
Nashville, TN
05.1992

Skills

  • Microsoft Office
  • Kronos
  • PECOS, NPPES (CMS Medicare)
  • Banner, SciQuest
  • CuraSpan
  • Allscripts

Strong Verbal Communication

Document Management

Research abilities

Expense Reporting

Critical Thinking

Dedicated Team Player

Professional and mature

Office Management

Accomplishments

  • Held first point of contact for all internal and external communications with executive-level officers.
  • Awarded "Employee of the Month" for delivering outstanding administrative support.
  • Event Planning - Successfully planned and executed corporate meetings, lunches and special events for groups of 100+ employees.
  • Technology Proficient - Developed a strong knowledge of hardware and software while keeping abreast of new applications that increased efficiency and productivity for management and clients.
  • Streamlined workflow by consolidating lengthy processes and redundant documentation resulting in more effective and timely completion.

Community Service

  • St. Jude Research Hospital
  • Second Harvest Food Bank
  • Vanderbilt Children's Hospital

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Administrative Professional/Executive Assistant

Tennessee State University
07.2021 - Current

Government Contract Call Center Manager

Missionside, LLC
09.2019 - 06.2021

Licensing and Certification Specialist

DaVita Renal Healthcare
04.2016 - 09.2019

Office Assistant IV- Utilization Management Department

Vanderbilt Medical Center
08.2013 - 04.2016

Patient Services Representative

Vanderbilt University Medical Center
12.2007 - 08.2013

Bachelor of Science - Political Science

Tennessee State University

Diploma -

Hillsboro High School

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SHEMITHA R. CRAIG