Stacey Keithly
Lamar,MISSOURI
Summary
Dynamic quality control leader with a proven track record at Optum, excelling in regulatory compliance and process improvement. Skilled in data analysis and conflict resolution, I have successfully enhanced team performance and customer satisfaction through effective training and cross-functional collaboration. Committed to maintaining high standards in healthcare services.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Control/Team Leader
Optum
Minnetonka, MN
10.2022 - Current
- Led quality assurance processes to maintain high standards in healthcare services.
- Coordinated team activities to ensure compliance with regulatory requirements and best practices.
- Conducted regular inspections to identify and address quality control issues effectively.
- Trained staff on quality protocols and procedures to enhance team performance.
- Analyzed data trends to recommend improvements in operational processes and practices.
- Facilitated communication between departments to resolve quality-related concerns promptly.
- Developed training materials for new hires on quality control methodologies and standards.
Sr. Customer Service Representative - Billing
Optum
Minnetonka, MN
11.2016 - 10.2022
- Managed customer inquiries and resolved issues through multiple communication channels.
- Collaborated with cross-functional teams to improve service delivery processes.
- Provided feedback to management on customer trends and service improvements.
- Led initiatives to enhance customer satisfaction through proactive engagement strategies.
- Consulted with customers regarding needs and addressed concerns.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Responded promptly to inquiries from customers about products or services.
- Resolved escalated customer complaints in a timely manner.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Education
Childhood Education
Metropolitan Community College
Lee, NHBusiness
University of Central Missouri
Warrensburg, MOSkills
- Quality assurance
- Regulatory compliance
- Data analysis
- Staff training
- Team coordination
- Process improvement
- Conflict resolution
- Customer engagement
- Cross-functional collaboration
- Problem solving
- Attention to detail
- Time management
- Quality management
Certification
- Quest ICD10 coding certification
Timeline
Quality Control/Team Leader
Optum
10.2022 - Current
Sr. Customer Service Representative - Billing
Optum
11.2016 - 10.2022
Childhood Education
Metropolitan Community College
Business
University of Central Missouri
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