Sheri Ladd
Longwood,FL
Summary
Dynamic and results-oriented professional with expertise in technology, quality assurance, and customer-focused project management. Proactive leader skilled in fostering effective communication and collaboration within teams. Proficient in leveraging team-building strategies, executing multiple tasks simultaneously, and utilizing data entry knowledge to drive metric-driven success across the organization. Adept at managing concurrent objectives to enhance operational efficiency and influence positive outcomes.
Overview
14
14
years of professional experience
Work History
Contract Compliance Specialist
QTC Medical Services
11.2024 - Current
- Adapted quickly to changes in company policies or procedures ensuring consistency.
- Developed rapport with providers to ensure understanding of the policies and procedures of the facility audit process.
- Conducted virtual facility audits within the compliance of ADA and OSHA standards as directed by the Veteran's Administration.
- Volunteered and conducted numerous on site facility audits presenting a friendly and professional appearance to further create and retain rapport with providers.
- Assisted providers with offering comprehensive and cost effective methods for resolving any compliance issues.
- Attended scheduled meetings to ensure understanding to policy and process updates.
- Provided feedback on process and procedures that were in need of revision or updates.
Admin Coordinator Sr. Spec
Leidos, QTC Medical
11.2023 - 11.2024
- Communicated with managers on several teams concerning the renaming and assignment of position roles in an integral database that provides access to information used across the company.
- Supported and executed a successful multi-phase deep dive clean-up of our main information database while also collecting, analyzing and identifying key areas of concern.
- Conducted research and communicated with various managers regarding project completion timelines. Updated deliverable due dates as needed.
- Collaborated with my direct team to create and document work instructions for performing future database clean-up efforts.
- Assisted with the transfer, construction and automation of task lists from one tool to Monday.com.
- Collab with teammates to create visual workflow charts in Visio.
- Entered data, generated reports, and produced tracking documents.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Streamlined administrative processes, allowing for more efficient use of resources and better support for project teams.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
- Developed and maintained comprehensive documentation for internal processes and standard operating procedures.
- Implemented process improvements that reduced turnaround time for project deliverables by optimizing resource utilization.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Administrative Coordinator
QTC Medical Services
01.2023 - 11.2023
- Managed scheduling for executive meetings, ensuring optimal time allocation and resource availability.
- Provided exceptional administrative support to executive staff members through meticulous organization skills and attention to detail.
- Maintained strict confidentiality of sensitive information while handling sensitive client contracts.
- Adhered to legal and contractual requirements for compliant contract processes.
- Prepared and issued reports on contract performance and compliance.
- Managed high-value contracts with a keen eye for detail, identifying discrepancies and inaccuracies before finalization.
- Proactively identified opportunities for improving administrative processes, implementing changes that led to increased efficiency and effectiveness.
- Supported project management efforts by tracking deadlines and maintaining documentation.
- Ensured compliance with company policies by maintaining up-to-date knowledge of regulations and conducting regular audits of procedures.
Customer Service Agent
ModSquad
09.2016 - 01.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Exceeded company productivity standards on a consistent basis.
- Liaised cross-functionally to develop operational improvement initiatives.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Relayed customer feedback to cross-functional teams to improve products and services. Explained benefits, features, and recommendations to maximize client retention.
- Informed customers about billing procedures, processed payments, and provided payment options setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Specialist
NexRep
09.2014 - 09.2016
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Explained benefits, features, and recommendations to maximize client retention.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Liaised cross-functionally to develop operational improvement initiatives.
- Developed strong customer relationships to encourage repeat business.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Technical Support Representative/Customer Service Representative
SITEL Worldwide
08.2012 - 09.2014
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported customers with online billing, access and account issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Maintained up-to-date case documentation for future reference. Demonstrated advanced product knowledge to solve customer issues.
- Managed customer system updates, informing clients of installation progress stages.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
Education
Some College (No Degree) - Liberal Arts And General Studies
Post University
Waterbury, CTHigh School Diploma - undefined
Egg Harbor Township High School
Egg Harbor, NJ05-1991
Skills
- Project Management
- Quality Assurance
- Detail Oriented
- Professionalism
- Compliance reporting
- Process improvement
- Process implementation
- Agile Methodologies
- Team Leadership
- Data Management
- Verbal and Written Communication
- Performance Monitoring
- Teamwork and collaboration
- Time management
- Task prioritization
- Reliability
- Critical thinking
- Relationship building
Timeline
Contract Compliance Specialist
QTC Medical Services
11.2024 - Current
Admin Coordinator Sr. Spec
Leidos, QTC Medical
11.2023 - 11.2024
Administrative Coordinator
QTC Medical Services
01.2023 - 11.2023
Customer Service Agent
ModSquad
09.2016 - 01.2023
Customer Service Specialist
NexRep
09.2014 - 09.2016
Technical Support Representative/Customer Service Representative
SITEL Worldwide
08.2012 - 09.2014
High School Diploma - undefined
Egg Harbor Township High School
Some College (No Degree) - Liberal Arts And General Studies
Post University