Carleton Smith Email & Phone Number

Ridgeland, Mississippi, United States

Managed and led 7 direct reports as fiscal agent for MS Division of Medicaid with focus on Provider Enrollment. Lead day-to-day functions and activities across departments, including people management and operational subjects. Oversee program management functions and adapts plans and priorities based on resource and operational challenges. Advise on policies, resource requirements, budgets, and business plans. Drive innovation and efficiencies regarding business opportunities. Apply processes improvement concepts and new systems.Generate reports on performance measurement and KPIs to facilitate business decisions. Provide overtime, operational expense, and rollup data recommendations. Document provider licensing and determine eligibility. Hire, train, and discipline employees; conduct performance appraisals and pay reviews. Accountable for staffing needs, payroll, and timekeeping. Work closely with state agency, as well as providers and beneficiaries, to assist with Medicaid program enrollment. Collaborate with transition team to transfer all data and records for Provider Enrollment Unit. Consistently meet 90% to 98% of prescribed service level agreements (SLAs). Update and execute business continuity plan (BCP). Translate of strategy and priorities into work product to ensure teams meet quality, volume, and timeline targets.

Mclean, Virginia, United States

Managed team of remote service assurance specialists and provided support and assistance for growing internal and external client base in fast-paced role based in Service Assurance Operations Center. Ensured team’s effective coverage of services by providing support for diverse and ever-evolving client base. Oversaw client contact management, incident triage and prioritization, incident resolution, event management, and client liaising and communication. Worked with external client service desk to obtain information to route service calls to appropriate resolver teams. Provided service ticket updates to external clients. Drove incident recording quality via retrospectives and reviews. Recommended tooling improvements. Notated service calls within Jira application. Served as primary point of contact for incoming service calls for customer fulfillment centers, headquarter buildings and external clients in 5 countries, ensuring provision of world-class customer service.  Managed planning and effective delivery of project/continuous improvement initiatives. Presided over change management process development and deployment. Created several relevant knowledge articles that enhanced overall support quality of Service Assurance process. Developed and maintained knowledge based documents using Confluence application.

Jackson, Mississippi, United States

• Second level support of the IT Service Desk that services 250+ stores in the US and Canada• Coordinate conference bridges with service teams and vendors to facilitate problem resolutions in stores and on company websites• Responsible for the accurate communication of all issues that could affect store operations and impact the customer experience to senior management and service teams • Daily reporting of service level numeric to senior management and service teams• Critical Incident Management team member• Secondary support of network operations for all stores• Weekend Manager on Duty

Jackson, Mississippi, United States

• Second level support of the IT Service Desk that services 250+ stores in the US and Canada• Coordinate conference bridges with service teams and vendors to facilitate problem resolutions in stores and on company websites• Responsible for the accurate communication of all issues that could affect store operations and impact the customer experience to senior management and service teams • Daily reporting of service level numeric to senior management and service teams• Critical Incident Management team member• Secondary support of network operations for all stores• Weekend Manager on Duty

Master'S Degree, Business Administration And Management, General

Bachelor Of Science - Bs, Chemistry