Termaine Hill
Garland
Summary
Experienced leader and professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
14
14
years of professional experience
Work History
Unit Manager-Credentialing Committee
Blue Cross Blue Shield-HCSC
Richardson
01.2024 - Current
- Responsible and accountable for the performance of the Credentialing Committee team of 15 reports.
- Teams process and coordinate CAQH applications for accuracy and completion before being submitted to Medical professionals for credentialing.
- Ensures provision, evaluation and monitoring of quality services, as well as mentoring and training the staff.
Personal/Professional
Richardson
05.2023 - 01.2024
- Gap due to being laid off from previous position.
- Continued learning while applying for career opportunities.
Front Line Manager
Genpact
Richardson
09.2017 - 04.2023
- Led a team of 15+ analysts in the review of social media content according to the client's policy on the contact center environment; utilized Power BI and Tableau to track and analyze daily metrics for driving efficiency and effectiveness; minimized shrinkage and successfully implemented code utilization focus.
- BPO environment with billable hours heavily measured. Account/Project management experience. Worked Remotely often during this time.
Software/Technology Support Specialist- Help Desk
Catapult Staffing, American Heart Association/Intuit
Dallas
12.2016 - 09.2017
- Served as a key customer service and technical support resource, increasing customer satisfaction with software products and resolving customer requests with high quality and speed.
- Assisted in resolving complex technical issues with a 95% resolution rate.
Critical Situation Manager
Convergys/Microsoft
Dallas
02.2016 - 11.2016
- Managed Microsoft's Premier customers and partners' critical situation incidents to ensure proper technical and administrative support was given within specified service level agreements.
- Microsoft Dynamics experience.
- Verified data integrity and accuracy. Responded to customer requests via telephone and email.
- Produced ad hoc reports and documents for senior team members and leadership. (Shift Lead/Training Support)
Contract/Lead Administrator/B2B Sales
AcceptanceNow - Rentacenter
Plano
06.2015 - 02.2016
- Maintained an audit file for each contract that included the original contract, all correspondence, changes/deviations, amendments, clarifications, and payment schedules.
- Secured agreements for multiple clients by leveraging extensive knowledge of standard business practices increasing sales and extending corporate footprint.
- Utilized Salesforce to track contracts, create reports on key metrics, and ensure contracts were executed in a timely manner.
Personal/Professional
Dallas
04.2014 - 06.2015
- Relocated to Dallas during this time after being laid off from the previous company due to realignment.
- Can explain in detail upon request.
District Lead Technical Consultant/Trainer
Sprint
Texarkana
04.2011 - 04.2014
- Trained and supervised district repair technicians in accordance with company policy.
- Developed and implemented a training program for local technical staff resulting in a significant increase in product repair speed and an overall reduction in operational errors.
- Logistics for 9 stores with duties that included receiving, reconciling devices/ material, audit prep, supplies procurement, and loss prevention.
- Directly supervised up to 15 or more employees.
Education
BBA - Business Administration/Marketing
Henderson State University
Arkadelphia, AR12-2005
Skills
- Leadership and team management
- Data analysis and visualization
- Technical support and help desk
- CRM and Salesforce expertise
- Six Sigma methodology
- Microsoft Office proficiency
- Logistics and project management
- Policy compliance and documentation
- Staff training and development
- Credentialing processes
- Customer service excellence
- Performance management strategies
- Project management skills
- Documentation oversight
References
References available upon request.
Timeline
Unit Manager-Credentialing Committee
Blue Cross Blue Shield-HCSC
01.2024 - Current
Personal/Professional
05.2023 - 01.2024
Front Line Manager
Genpact
09.2017 - 04.2023
Software/Technology Support Specialist- Help Desk
Catapult Staffing, American Heart Association/Intuit
12.2016 - 09.2017
Critical Situation Manager
Convergys/Microsoft
02.2016 - 11.2016
Contract/Lead Administrator/B2B Sales
AcceptanceNow - Rentacenter
06.2015 - 02.2016
Personal/Professional
04.2014 - 06.2015
District Lead Technical Consultant/Trainer
Sprint
04.2011 - 04.2014
BBA - Business Administration/Marketing
Henderson State University
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