Summary
Overview
Work History
Education
Skills
Timeline
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Teranda Eskridge

San Antonio,TX

Summary

Proven leader at Accenture with a track record of enhancing operations and achieving significant cost savings. Expert in process optimization and SLA management, I excel in fostering stakeholder communication and customer service excellence. My strategic approach to business forecasting and project support has consistently driven organizational success.

Overview

9
9
years of professional experience

Work History

Service Delivery Lead

Accenture
San Antonio, TX
10.2021 - Current
  • Oversaw day-to-day operations ensuring adherence to established SLAs and OLAs and compliance with company policies.
  • Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
  • Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
  • Identified risks associated with specific projects and developed mitigation plans for any potential issues.
  • Collaborated with diverse teams to attain objectives.
  • Achieved cost-savings by developing functional solutions to problems.

Team Lead

Accenture
San Antonio, TX
10.2018 - 10.2021
  • Delegated daily tasks to team members to optimize group productivity.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Fostered a culture of continuous improvement, encouraging innovation and efficiency.

Senior Operations Analyst

Accenture
Knoxville, TN
05.2017 - 10.2018
  • Maintained up-to-date knowledge of industry trends and best practices in order to recommend changes that would benefit the organization's operations.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

Quality Auditor

Accenture
Knoxville, TN
07.2015 - 05.2017
  • Worked closely with management to discuss external audit results and action plans.
  • Researched medical records to determine appropriate coding for services rendered.
  • Interpreted and applied contractual language in the adjudication of health care claims.
  • Assisted in developing training materials for new employees on how best to process claims efficiently.

Education

Bachelor of Arts - Sociology

University of Tennessee
Knoxville, TN
05-2008

Skills

  • Process Optimization
  • SLA management
  • Financial Forecasting
  • Business administration
  • Project Management Support
  • Capacity planning
  • Stakeholder communication
  • Business forecasting
  • Customer Service Management

Timeline

Service Delivery Lead

Accenture
10.2021 - Current

Team Lead

Accenture
10.2018 - 10.2021

Senior Operations Analyst

Accenture
05.2017 - 10.2018

Quality Auditor

Accenture
07.2015 - 05.2017

Bachelor of Arts - Sociology

University of Tennessee

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Teranda Eskridge