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Work Background
CognizantService Delivery Manager
Mar. 2023 - May. 2024United StatesEnhance customer satisfaction and operational efficiency by optimizing service delivery processes. Facilitate effective project management by devising and implementing communication strategies for clients and internal teams. Advise on HR requirements, manage operational activities, and lead recruitment and employee engagement initiatives. Streamline processes for administrative reports and efforts by formulating new policies. Initiate projects to improve monitoring and reporting systems, incorporating Salesforce reports and establishing dashboards for risk management. Inform decision-making and continuous improvement through in-depth analysis of implementation data and metrics. Adapt to evolving responsibilities and embrace additional duties to support organizational goals.
Assured timely project completion by overseeing and coordinating with cross-functional teams. Developed and implemented robust project management tools to aid project execution and monitoring.
Ensured team adherence to compliance standards at 100%, with buffer management meeting goals at less than 15%.
Maintained attrition rates below 20% by introducing transparent, unbiased, and efficient performance management system.
Established KPIs and developed robust methods for tracking progress by closely collaborating with director of implementations.
Achieved 100% of required Service Level Agreements (SLAs), exceeding goals and maintaining Book of Business at 95% monthly, covering at least 90% of accounts.
Reduced friction and enhanced operational efficiency by gathering feedback from partner-facing teams and collaborating with product and engineering departments.
Nuance CommunicationsQuality Documentation Manager
Aug. 2022 - Mar. 2023RemoteEnsured customer satisfaction by delivering best-in-class service and addressing client concerns. Managed day-to-day operations, provided leadership, and developed staff through effective mentoring and training. Oversaw multiple concurrent projects, optimizing task completion and resource allocation. Coordinated project timelines and resources to meet deadlines and exceed expectations through effective time management. Fostered positive client relationships by resolving conflicts and providing exceptional service.
Bolstered program efficiency and operational effectiveness by streamlining administrative processes.
Maintained 100% adherence to SLAs, consistently exceeding target by maintaining performance at 98% against 90% goal. Improved client utilization by over 15% within one month through comprehensive data analysis and strategic client communication.
Ranked #1 top manager for leading team to highest compliance and adherence to SLAs in leader boards for eight consecutive months, resulting in promotion within company.
Nuance CommunicationsSpecial Teams Quality Documentation Specialist
Jul. 2020 - Aug. 2022United Statesacilitated accurate documentation by staying updated on medical terminology, procedures, and diagnoses. Identified discrepancies and errors in documentation and implemented corrective measures for quality assurance. Collaborated with healthcare providers to clarify documentation requirements and resolve issues. Demonstrated proficiency in navigating and utilizing electronic health record (EHR) systems. Maintained commitment to patient confidentiality and privacy regulations. Enabled effective interactions by leveraging excellent communication and interpersonal skills.
Ensured accuracy and completeness of documents by thoroughly reviewing medical records.
Promoted excellence culture by training and mentoring staff on documentation best practices.
Assured adherence to industry guidelines while overseeing and managing healthcare documentation.
King's PharmacyLead Pharmacy Technician
Aug. 2014 - Mar. 2020Beaumont, Texas, United StatesManaged compounding operations while ensuring adherence to pharmaceutical standards and regulations. Directed preparation and dispensing of custom medication formulations. Coordinated with healthcare providers to fulfill patient-specific prescriptions to enhance patient care and treatment outcomes. Implemented process improvements to streamline workflow and increase pharmacy efficiency.
Enhanced team performance and service delivery by developing and instituting new operational processes.
Achieved significant increase of over 45% in order volume within two years through effective promotion and training of colleagues.
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