Zaki'ya Black
West Chester,OH
Summary
Experienced Operations Manager with a strong background in project management, organizational change, and strategic development within customer service and healthcare environments. Proven leader in performance management, financial oversight, and cross-functional collaboration to achieve organizational objectives. Skilled in driving operational excellence and compliance through effective team management, problem-solving, and resource allocation.
Overview
25
25
years of professional experience
Work History
Customer Operations Manager - Billing
Spectrum
Blue Ash/Kettering, OH
2007.03 - 2024.07
- Led project management efforts to coordinate and implement operational processes across multiple locations, ensuring alignment with corporate objectives.
- Managed budgeting and financial controls to optimize resource allocation and reduce operational costs.
- Ensured compliance with organizational policies and regulatory standards, driving adherence through process improvements and training.
- Acted as the primary point of contact for quality assurance and compliance in customer interactions, utilizing behavior analytics to enhance performance.
- Developed and implemented solutions to improve billing and order processing accuracy, leading a team of over 600 agents.
- Collaborated with cross-functional teams to streamline operations, improve customer experience, and support organizational change initiatives.
Patient Administrator
United States Army Reserve
1999.10 - 2013.12
- Oversaw scheduling and administrative functions, ensuring accuracy in patient data and compliance with military healthcare regulations
- Coordinated with medical and administrative staff to support patient care and procedural adherence
- Compiled and analyzed data for reporting, contributing to resource planning and performance assessment
In-Stock Supervisor
Wal-Mart Supercenter
Dayton, OH
2004.09 - 2007.01
- Supervised inventory control and logistics, enforcing safety and regulatory compliance standards
- Identified and resolved inventory discrepancies, contributing to overall operational efficiency
Education
Bachelor of Science - Management
Indiana Wesleyan University
Marion, IN12.2024
Certificate in Leading Self, Leading Others -
Spelman University
Atlanta, GA02.2024
Skills
- Project Management
- Financial Management
- Compliance and Regulatory Knowledge
- Performance Management
- Organizational Change Management
- Leadership and collaboration
- Problem Solving and Critical Thinking
- Advanced Technology Skills
Affiliations
- Board Member, The WICT Network Greater Ohio (Immediate Past President)
- Member, Black Achievers - Cincinnati
- President, Liberty Junior High School PTO
- Coach, Lakota Sports Organization, Recreational Volleyball & LAVA Club Volleyball
Timeline
Customer Operations Manager - Billing
Spectrum
2007.03 - 2024.07
In-Stock Supervisor
Wal-Mart Supercenter
2004.09 - 2007.01
Patient Administrator
United States Army Reserve
1999.10 - 2013.12
Bachelor of Science - Management
Indiana Wesleyan University
Certificate in Leading Self, Leading Others -
Spelman University