Wilda Trenard
Frederick,MD
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Eager to contribute to team success and further develop proficient skills. Detail-oriented individual with exceptional communication and teamwork skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
18
18
years of professional experience
Work History
Document Indexing Specialist
Legal & General America
08.2012 - Current
- As the Document and Indexing Specialist, I assist the Quality Assurance (QA) team with BETA test cases.
- Index all incoming faxes and queues of new business and documents submitted with the application to meet or exceed pre-defined productivity and quality standards.
- Identify and escalate incidents and problems to the QA team.
- Communicate with upper management through meetings to discuss risk mitigation strategies for ongoing projects. Present recommendations and provide updates on project progress.
- Prepare correspondence to staff and leadership regarding QA assignments. Utilize overflow critical communication to provide QA feedback. Answer any questions pertaining to feedback given.
- Review and identify all new business documents received with new business applications to meet or exceed pre-defined productivity and quality standard.
- Review and perform quality control on cases for system specifications and accuracy.
- Complete all projects as assigned in accordance to priority dictated by demand, deadline, and requesting party.
- Proposed process improvements by identifying methodologies, tools, and processes that aligned with organizational objectives and customer needs.
- Work with colleagues to strategize the implementation of new processes into our QA duties. This involved developing training materials and conducting training sessions to ensure that all staff are aware of the new processes and how to use them effectively.
- Carefully review the Standard Operating Procedure (SOP) for accuracy and improve upon it by making it more efficient and informative.
- Maintain records of all Insured interviews in the company network drive and SharePoint site.
- Write tickets to IT to request service and inquired about open orders awaiting completion.
- Developed and implemented standard operating procedures (SOPs) for the Customer Service queue and strategies to streamline our review process.
- Respond to e-mail and telephone inquiries accurately, professionally, and within pre-defined time standards with written correspondence.
- Generate replacement letters on any new business application being replaced by Legal & General America.
- Process all rejected applications and notify correct parties accurately, professionally and with pre-defined time standards.
- Performed regular audits of indexed content, identifying areas for improvement and taking corrective action when necessary.
- Trained new hires on company-specific software systems, ensuring a smooth transition into their roles as Indexing Specialists.
- Managed indexing processes for legal documents to ensure compliance with company standards
- Developed and implemented quality control procedures to enhance accuracy of indexed records
- Reduced data entry errors by implementing effective quality control measures during the indexing process.
- Stacked, indexed, scanned and coded documents according to client specifications with 100% accuracy rate.
Data Entry Team Leader – For Contractor
Heitech Services, Inc.
01.2008 - 08.2012
- Provided leadership and direction to the project's Data Entry Specialist to ensure the accuracy and completeness of all incoming confidential electronic and paper federal records entered into CDRH various Records Information Management (RIM) databases and network drive.
- Assigned tasks to the data entry team members, reviewed their work for quality and accuracy, and conducted regular performance evaluations to provide feedback and support their professional development.
- Met project deadlines by reviewing documents to determine time sensitivity and either personally reviewing the work or assigning the Quality Assurance Specialist (QAS) to carry out quality control. Ensured that all work was completed on time and provided to CDRH in a timely manner.
- Successfully managed inventory and placed orders for office supplies with vendors.
- Reported directly to the Project Manager, providing regular updates on project progress and working in cooperative with other supervisors to ensure smooth project operations.
- Perform Quality Control (QC) on critical medical data that is entered in a federal government database from which major decisions regarding medical product and safety are made.
- Performed regular audits of computer supply stock to identify discrepancies and maintain acceptable inventory levels.
- Provided guidance and support to all members of the Task Order in resolving hardware technical issues, software problems, interpreting rules and regulations, and implementing best practices in records management. Researched information and provided solutions to assist in troubleshooting and problem resolution.
- Effectively coordinated vacation schedules to maintain operational efficiency.
- Input updated and edited Medwatch reports submitted to FDA by healthcare professionals and consumers.
- Conducted regular data entry team meetings to discuss project progress, address any issues or concerns, share information, and foster collaboration among team members. Planned and facilitated team building exercises to promote teamwork and improve team morale.
- Provided training to staff members who were promoted to join the QAS Team. Ensured that they received the necessary training and support to successfully transition into their new roles.
- Received incoming work undergoing quality assurance, logged it into the tracking system, monitored its status throughout the review process, and ensured that it was completed on time.
- Communicated effectively with QAS staff to address performance concerns by actively listening to their concerns and provided feedback to their work performance, while providing constructive solutions.
- Reviewed and redacted adverse event medical device reports electronically to protect the privacy of patient and trade secret/commercial confidential information under the Freedom of Information Act (FOIA) guidelines.
- Presented training materials in a clear and engaging manner and facilitated team building events to enhance project performance and foster collaboration among team members.
- Articulated staff concerns and suggestions to the Project Manager through regular communication, ensuring that their voices were heard, and their needs were addressed.
- Mediated conflicts and clarified confusion through active discussions with the QAS team, using effective communication techniques to promote understanding and resolution.
- Planned and evaluated records management practices and policies to increase efficiency, developed a timeline for team's tasks completion, and recommended improvements to the records management system.
- Monitored and evaluated the performance of the data entry specialist to provide regular updates to the project manager on their estimated time of completion of work based on their performance, quantity of work given, quality of work, and type of work under review.
- Strategically distributed work to the data entry specialist based on their quality of work and production through careful evaluation.
- Ensured paper and digital recordkeeping requirements were maintained through regular evaluation.
- Designed engaging PowerPoint presentations for training meetings presented to staff.
- Trained and mentored team members on data management best practices and software applications.
- Reduced turnaround time for critical projects by prioritizing tasks and effectively managing resources.
- Conducted periodic performance reviews to identify top performers as well as areas needing improvement across the entire team.
Education
AAS - Information Technology Specialist
Frederick Community College
Frederick, MD01.2021
Life Office Management Association (LOMA)
01.2014
Computer Institute
Rockville, MDSkills
- Proficiency in Microsoft Office Suite: Excel, Teams, Office, PowerPoint, and Word
- Familiarity with software-based task management tool Jira
- Experienced with Adobe software: Photoshop and Acrobat Pro
- Highly organized with the ability to prioritize tasks efficiently
- Utilized SharePoint to database testing (UAT)
- Excellent analytical and problem-solving skills
- PC Operating Systems and PC Repair & Diagnostics
- Customer service
- Experience in leadership, supervision and customer service
- Type 50wpm
- Record Keeping
- Document classification
- Problem-solving
- Time management abilities
- Document management
HONORS, AWARDS, AND ACCOMPLISHMENTS
Promoted from Quality Control Specialist to Data Entry Team Lead – 1/2008
Employee Appreciation Award, for FDA CTP Contract – 2009
Employee of the Month, for FDA CDRH Contract – 9/2011
5-year Service Award at Legal & General America – 8/2017
10-year Service Award at Legal & General America – 8/2023
Timeline
Document Indexing Specialist
Legal & General America
08.2012 - Current
Data Entry Team Leader – For Contractor
Heitech Services, Inc.
01.2008 - 08.2012
AAS - Information Technology Specialist
Frederick Community College
Life Office Management Association (LOMA)
Computer Institute