Victoria Lane
Little Rock,AR
Summary
Proactive Clinical Coordinator excited to transition into a new position where superb leadership and clinical coordination abilities can be utilized. Skilled in task delegation, staff recruitment and scheduling. Committed to ensuring staff is compliant with all safety and health standards and protocols. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Clinical Administrative Coordinator
UnitedHealth Group
04.2023 - Current
- Mentored new clinical staff members for proper onboarding and orientation processes.
- Built strong relationships with patients and families for optimized care satisfaction.
- Organized systems for tracking patient records to improve ease of retrieval.
- Coordinated, monitored, assigned, and documented patient and clinical care activities.
- Implemented new policies and educated staff on changes.
- Led physicians, nurses and healthcare teams in providing punctual, professional care delivery.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
- Improved office operations by automating client correspondence, record tracking and data communications.
Business Owner
Wrapped In Words Graphic and Tee's LLC
08.2017 - Current
- Consulted with customers to assess needs and propose optimal solutions.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Trained and motivated employees to perform daily business functions.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Substitute Teacher
North Little Rock School District
09.2022 - 04.2023
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Supervised lunchroom and recess activities.
- Enforced school and class rules to maintain order in classroom.
Behavior Support Specialist Technician 2
Blue Cross Blue Shield of TX
03.2021 - 01.2022
- Utilized variety of methods, skills and tools to provide direct behavior support to students on caseload.
- Delivered evidence-based behavior curricula to students while maintaining high levels of behavioral and academic expectations for students.
- Worked effectively in fast-paced environments.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
Behavior Support Specialist Technician 1
Blue Cross Blue Shield of TX
03.2020 - 03.2021
- Delivered evidence-based behavior curricula to students while maintaining high levels of behavioral and academic expectations for students.
- Planned and implemented staff development and in-service training programs to enhance knowledge and skills.
- Developed partnerships with parents, businesses and organizations to build awareness, increase support and share resources.
- Designed or used assessments to monitor student learning outcomes.
Compliance Administrator
Caine & Weiner Inc.
03.2019 - 03.2020
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
- Maintained up-to-date knowledge of current and emerging compliance regulations.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
- Developed and maintained compliance database, tracking all compliance activities and documents.
Customer Service Associate
Bank of America
12.2012 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Solved problems with products and services by providing customers with technical support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Google IT Support Certification
Merit America
Virtal12.2022
Dispatching
Blooms Transportation LLC
Atlanta, GA02.2022
Jarvis C. College
Hawkins, TX06.2002
J.A Fair High School of College and Career Academies
Little Rock, AR05.2002
Metropolitan Career Tech Center
Little Rock, AR05.2002
Skills
- Progress Monitoring
- Clinical Instruction
- Process Improvements
- Multidisciplinary Team Collaboration
- First Call Resolution
- Appointment Scheduling
- Database Research
- Customer Service
- Telecommunications Network Oversight
- Configuration Management
- Operating System Management
- System Enhancement
Additional Skill Development
Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks Ticketing System, and Fundamental Cloud Concepts.
Certification
- Google IT Support, Merit America - December
Timeline
Senior Clinical Administrative Coordinator
UnitedHealth Group
04.2023 - Current
Substitute Teacher
North Little Rock School District
09.2022 - 04.2023
Behavior Support Specialist Technician 2
Blue Cross Blue Shield of TX
03.2021 - 01.2022
Behavior Support Specialist Technician 1
Blue Cross Blue Shield of TX
03.2020 - 03.2021
Compliance Administrator
Caine & Weiner Inc.
03.2019 - 03.2020
Business Owner
Wrapped In Words Graphic and Tee's LLC
08.2017 - Current
Customer Service Associate
Bank of America
12.2012 - 12.2015
Google IT Support Certification
Merit America
Dispatching
Blooms Transportation LLC
Jarvis C. College
J.A Fair High School of College and Career Academies
Metropolitan Career Tech Center
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