Victoria Oakey
Monument
Summary
Customer Experience and Project Coordinator with 10 years of expertise in optimizing customer service operations and project management. Proficient in leveraging tools like Google Suite, Notion, and Asana to streamline processes and enhance team efficiency. Recognized for developing comprehensive training materials and process improvements, consistently achieving significant performance enhancements across diverse industries.
Overview
8
8
years of professional experience
Work History
Licensed Insurance Broker
Mt. Carmel Insurance
Colorado Springs, CO
07.2025 - Current
- Developed tailored insurance solutions to meet client needs and enhance satisfaction.
- Analyzed market trends to identify opportunities for policy improvement and client acquisition.
- Collaborated with underwriters to ensure accurate risk assessments and coverage options.
- Educated clients on various insurance products, ensuring informed decision-making.
Lead Customer Service Coordinator
Roll & Hill LLC
Grand Rapids, MI
06.2022 - 07.2024
- Streamlined customer service operations by creating Notion-based training manual and reduced open support cases by 43%, while managing high-volume support workflow
- Developed systematic approach to order tracking and status communication, ensuring real-time updates and proactive issue resolution for premium clientele
- Led escalation management process with focus on customer satisfaction, implementing solutions for complex cases while maintaining service excellence
- Pioneered comprehensive scripting matrix within customer service manual, enhancing team response consistency and service quality standards
Admissions Training Supervisor
Community Hospital
Grand Junction, CO
03.2020 - 02.2022
- Streamlined admissions operations by developing standardized training protocols, leading to 95% accuracy in exam scheduling and enhanced efficiency
- Implemented data-driven training initiatives through weekly performance analysis and targeted improvement plans, enhancing departmental efficiency
- Fostered cross-functional collaboration by providing essential support to all workgroups while maintaining operational excellence
- Managed all scheduling for exams within the interventional radiology and Cath lab departments
Scheduling and Prior Authorization Coordinator
Community Hospital
Grand Junction, CO
03.2020 - 02.2022
- Led department in monthly exam scheduling volume while maintaining superior accuracy rates in prior authorizations processing
- Assisted in creating an entirely new department workflow prior to rollout of Meditech Expanse software
- Streamlined medical scheduling operations by implementing dual-role model, merging scheduling and authorization departments
- Audited incoming medical orders for correctness and delegated outbound calls
- Reviewed scheduled exams weekly and daily for accuracy and patient financial clearance
Permit Coordinator
Peak Structural
Palmer Lake, CO
12.2018 - 12.2019
- Overhauled and redesigned permit workflow which eliminated all job stops due to permit delays - contributing to an average of $875,000 in revenue per month
- Maintained contractor licensing compliance across 30+ building departments
- Facilitated seamless communication between engineers, building departments, and installation teams to maintain project momentum and client satisfaction
Service Department Coordinator
Peak Structural
Palmer Lake, CO
05.2018 - 12.2018
- Assisted in developing a streamlined processes to maximize service team efficiency while identifying and capitalizing on new revenue opportunities
- Sent daily marketing materials and annual maintenance reminders
- Managed the service technician’s and service manager’s calendars to make sure they were scheduled to capacity every week
- Led customer satisfaction initiatives through proactive maintenance scheduling, timely response to system failures, and effective conflict resolution
Customer Experience Coordinator
Peak Structural
Palmer Lake, CO
02.2018 - 05.2018
- Enhanced project completion rates through meticulous audit processes and proactive inventory management, directly contributing to consistent revenue growth
- Maintained strong customer relationships through consistent project updates while orchestrating timely equipment deployment and resource allocation
- Reviewed sales submittals for correct documentation and installable repair designs
- Executed systematic workflow management to ensure precise timeline adherence across multiple concurrent projects and documentation requirements
- Contributed significantly to the first written and compiled SOP manual for the coordinator position
Education
Diploma -
Aims Community College
05-2012
Diploma - undefined
Liahona Preparatory Academy
Pleasant Grove, UT01-2009
Skills
- Salesforce - Experienced
- Office Suite - Expert
- Notion - Experienced
- NetSuite - Experienced
- Teams - Experienced
- Training - Expert
- Customer Service - Expert
- Documentation - Expert
- Performance Metrics - Experienced
- Strategic Planning - Experienced
- CRM - Expert
- Google Suite - Expert
- Adobe - Experienced
- Slack - Experienced
- Asana - Experienced
- Process Optimization - Expert
- Project Coordination - Expert
- Customer Retention - Expert
- Conflict Resolution - Expert
Timeline
Licensed Insurance Broker
Mt. Carmel Insurance
07.2025 - Current
Lead Customer Service Coordinator
Roll & Hill LLC
06.2022 - 07.2024
Admissions Training Supervisor
Community Hospital
03.2020 - 02.2022
Scheduling and Prior Authorization Coordinator
Community Hospital
03.2020 - 02.2022
Permit Coordinator
Peak Structural
12.2018 - 12.2019
Service Department Coordinator
Peak Structural
05.2018 - 12.2018
Customer Experience Coordinator
Peak Structural
02.2018 - 05.2018
Diploma - undefined
Liahona Preparatory Academy
Diploma -
Aims Community College