Tatum Thornton
Dallas,TX
Summary
Versatile Quality Assurance Analyst with a track record of fostering continuous improvement at Lantern Health. Excelled in mentoring and problem-solving, ensuring compliance with industry standards. Demonstrated adaptability and collaboration, enhancing team performance and project alignment. Proficient in Microsoft Excel and SharePoint, achieving significant quality enhancements in product development.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Lantern Health
06.2023 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
Specialty Benefits Coordinator
Lantern Health
01.2022 - 06.2023
- Support sales team with client request by pulling utilization reports
- Organize employee data
- Provide end to end concierge service to members by coordinating their surgical care
- Organize and develop resolutions for members via phone/email Gather medical records, new patient referrals, and assist in scheduling consultations/procedures
- Assist new hires with the tools and training im which they need to become a benefits advocate
- Analyze weekly reports for employees to make sure that expectations were being accurately met (ex. business metrics and member satisfaction)
Lead Customer Experience Specialist
Yummy Hair Extensions
05.2020 - 11.2021
- Facilitated and tracked customer sales
- Conducted weekly call audits to ensure SLAs are met
- Assisted customers with making payments or completing orders in system.
- De-escalated and fielded customer complaints in a timely manner Maintained vendor partnerships to ensure seamless delivery of products
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Mentored junior team members and managed employee relationships.
Assistant Cheerleading Coach
Tusculum University
05.2020 - 07.2021
- Evaluated athlete progress regularly using constructive feedback methods, enabling targeted improvements in performance levels.
- Implemented injury prevention measures by teaching proper technique and promoting safe stretching practices.
- Encouraged athletes to participate in community service projects or events, fostering a sense of civic responsibility within the program.
- Incorporated goal-setting activities into practice sessions, encouraging athletes to strive for continuous growth both on and off the mat.
Administrative Assistant
DeSoto Independent School District
06.2015 - 07.2017
- Liaised communications between administrative staff and instructors
- Communicated with parents/ guardians regarding test scores and student accommodations
- Completed data entry of student information
- Directed customer communication to appropriate department personnel.
- Responded effectively to sensitive inquiries or complaints.
- Provided secretarial and office management support while building cooperative working relationships.
- Answered and routed telephone calls and took messages
Education
Master of Arts - Organizational Training And Performance Management
Tusculum University
Greeneville, TN08-2021
Bachelor of Arts - Behavioral Psychology
Tusculum University
Greeneville, TN08-2020
Associate of Arts - General Studies
Palm Beach State College
Lake Worth, FL08-2018
Skills
- Quality processes
- Mentoring and training
- Collaboration and communication
- Microsoft Excel
- SharePoint
- Peer relationships
- Problem Solving
- Sales
- Professionalism
- Team building
- Adaptability
Timeline
Quality Assurance Analyst
Lantern Health
06.2023 - Current
Specialty Benefits Coordinator
Lantern Health
01.2022 - 06.2023
Lead Customer Experience Specialist
Yummy Hair Extensions
05.2020 - 11.2021
Assistant Cheerleading Coach
Tusculum University
05.2020 - 07.2021
Administrative Assistant
DeSoto Independent School District
06.2015 - 07.2017
Master of Arts - Organizational Training And Performance Management
Tusculum University
Bachelor of Arts - Behavioral Psychology
Tusculum University
Associate of Arts - General Studies
Palm Beach State College
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