Summary
Overview
Work History
Education
Skills
Awards
Accomplishments
Timeline
Work Availability
Work Preference
Interests
OperationsManager
William C. Kirkham

William C. Kirkham

Helotes,TX

Summary

Experienced Business Analyst proficient in process improvement and data analysis within the healthcare industry. Skilled in project management and team leadership, with a strong track record of identifying cost-saving opportunities through automation. Dedicated to improving operational efficiency and enhancing customer service experiences.

Overview

15
15
years of professional experience

Work History

Business Analyst

Aetna
04.2024 - Current
  • Identified opportunities for cost savings through process automation initiatives.
  • Collaborated with stakeholders across departments to define requirements for new projects.
  • Created detailed process flows and user stories to document system requirements and design solutions.
  • Evaluated business processes for improvement opportunities through automation or streamlining.

Supervisor of Operations

Aetna
07.2021 - 03.2024
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Developed strategies to improve team performance and productivity.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.

Quality Analyst

Aetna
10.2020 - 06.2021
  • Performed detailed analysis of call recordings using various software applications.
  • Collaborated with senior management team on initiatives designed to enhance the overall quality of calls received by customers.
  • Provided guidance on best practices related to telephone etiquette.

Customer Service Representative

Aetna
04.2019 - 09.2020
  • Provided exceptional customer service to ensure customer satisfaction.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided accurate information about products and services to customers.

Customer Service Representative

CareNet
11.2018 - 04.2019
  • Resolved customer complaints promptly and efficiently.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries via phone, email, and chat.

Teacher's Assistant

Orenda Charter School at New Horizons Ranch
Goldthwaite, TX
07.2017 - 11.2018
  • Helped students master assignments and reinforced learning concepts presented by teachers.
  • Coordinated with teachers to identify and support students with special needs.
  • Worked one-on-one with special needs students to help navigate school challenges.

Direct Care Worker

New Horizons Ranch
06.2016 - 06.2017
  • Provided crisis intervention services when needed.
  • Created an environment conducive to healing by promoting positive relationships between staff members and clients.
  • Encouraged clients to participate in community events and activities to promote socialization skills.

Direct Care Supervisor

San Marcos Treatment Center
San Marcos, TX
10.2015 - 06.2016
  • Supervised up to 14 patients aged 12-18 years old.
  • Consistently and accurately wrote clinical and administrative reports.
  • Implemented patient treatment plan strategies through the Behavior Enhancement Program.
  • Safely and consistently managed patients with physically aggressive and self-abusive behaviors utilizing the nonviolent Crisis Prevention Institute (CPI) program.

Textbook Coordinator

Northside Independent School District
San Antonio, TX
09.2014 - 10.2015
  • Delivered secure testing materials and textbooks to schools in Northside ISD.
  • Accurately filled orders that met the needs of the schools.

Tableting and Coating Technician

Mission Pharmacal
San Antonio, TX
06.2013 - 09.2014
  • Operated and completed general maintenance on machinery.
  • Successfully ensured quality control of the medications being produced.

Forward Observer

United States Army
05.2010 - 05.2013
  • Successfully and carefully managed calls for air and artillery strikes.
  • Supervised a platoon of 35 soldiers.
  • Provided and taught land navigation, call to fire, and map reading skills to soldiers.
  • Honorable Discharge.

Education

Bachelor of Science - Healthcare Administration

Western Governors University
Salt Lake City, UT
05-2025

High School Diploma -

Sandra Day O'Connor High School
Helotes, TX
06.2009

Skills

  • Project management
  • Healthcare regulation
  • Data analysis
  • Microsoft Excel
  • Customer service
  • Team leadership
  • Project finance
  • Process improvement
  • SQL

Awards

Achieved Rank of Eagle Scout 2008

Accomplishments

  • Inducted member of The National Society of Leadership and Success
  • Army Veteran

Timeline

Business Analyst

Aetna
04.2024 - Current

Supervisor of Operations

Aetna
07.2021 - 03.2024

Quality Analyst

Aetna
10.2020 - 06.2021

Customer Service Representative

Aetna
04.2019 - 09.2020

Customer Service Representative

CareNet
11.2018 - 04.2019

Teacher's Assistant

Orenda Charter School at New Horizons Ranch
07.2017 - 11.2018

Direct Care Worker

New Horizons Ranch
06.2016 - 06.2017

Direct Care Supervisor

San Marcos Treatment Center
10.2015 - 06.2016

Textbook Coordinator

Northside Independent School District
09.2014 - 10.2015

Tableting and Coating Technician

Mission Pharmacal
06.2013 - 09.2014

Forward Observer

United States Army
05.2010 - 05.2013

Bachelor of Science - Healthcare Administration

Western Governors University

High School Diploma -

Sandra Day O'Connor High School

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimeInternship

Work Location

RemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsPersonal development programs401k matchStock Options / Equity / Profit SharingPaid time off

Interests

Hiking

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