Kathryn Wilcox Email & Phone Number

New Mexico, United States

• TEKSystems has hired Client Care Specialists to support Unwinding PHE (Public Health Emergency) on a temporary (1 year contract) with the State of NM Health Care Authority (HCA) to reduce the assistance application.
• Screen for completeness by completing follow-up activities with client, ensure accuracy by identifying errors & missing information, place phone calls to clients with missing documents or signature. Complete the.
• Solutions systems to place phone calls about recertification, send out recertification letters, review various application status reports and provide updates on the status of applications.
• Verify eligibility of assistance programs by utilizing our internal database. Send correspondence to clients and providers. Implement and follow Federal and State policies regarding the program.
• Duties related to using the reports to search for validity/errors with application processing and support other local regional staff as required.

Las Cruces, New Mexico, United States

• Created SOP for position > Reducing training time, errors, and increasing daily operational productivity.
• Ensure all paperwork necessary to bill was present, scanned and indexed. to create and finalize invoices.
• Verifying all Bills of Lading signatures to insure proof of delivery. + additional pick-ups and stop-offs.
• Entered Bills of Lading, piece counts, and freight weights in computer
• Verified the appropriate fuel rates, dollar amounts, and identification numbers.
• Utilized the accessorial menu to input information needed to complete the invoice.

Colorado Springs, Colorado, United States

• Provide Premier support and technical guidance via phone, email, and chats in a professional and timely manner for Microsoft Enterprise customers + (Government agencies and U.S. DoD).
• Recommend system-level solutions to resolve customer issues and inquiries.
• Obtain and evaluate relevant data to resolve customer inquiries and issues.
• Monitor the Support queue to ensure tickets are properly processed, coded, and assigned.
• Manage product specific support and initiate escalations to Senior Technical Support Engineers, or Management, if necessary.
• Replicate, troubleshoot, and properly document product bugs and defects for escalation. Record all case details, including actions taken per ticket.

• Increased efficiency of hiring process and regulations 75% by business process reengineering.
• Strengthened employee relations by use of technology analysis of employee concerns/solutions.
• Ensured department transparency through visibility of processes to Senior Management & staff.
• Executed good work-flow processes by facilitating open and consistent communication.
• Provided balance of cost, schedule, risk, and quality through audit and strategic planning of data.
• Reduced department costs 80% by providing online forms, checklists, and process audits.

Denver, CO

• Met state and government health guidelines by auditing patient charts.
• Expanded staff support to Medical Records for better staff allocation and patient care.
• EMR systems used for daily patient data input.
• Increased clinical staff satisfaction by reducing compensation errors and minimizing redundancy.
• Improved PaySheet process, which maximized daily operations for Supervisors and employees.
• Contributed staff support to Medical Records, allowing better staff allocation and management.

Artesia, NM

• Integrated key components to the development of the process and retention of the client.
• Met OSI requirements through certification, seminars, continuing education.
• Enhanced claim and payment process through utilization of carrier quoting system.
• Successfully executed healthy and professional interaction within team, and underwriters.

Roswell, NM

• Increased delivery accuracy (75%) by addressing deficiencies and reengineering driver tracking process.
• Streamlined inbound and post-sort by re-alignment of vehicle/driver load process, proper delegation of responsibilities and staff allocation. systematically cross-training with all levels of staff members.
• Contributed to improved logistical alignment of shipping packages, flexing resources, driver accuracy and accountability of processes > increasing contractor alignment and productivity.
• Ensured driver integrity and customer trust by facilitating customer transparency within district.
• Maximized customer service through knowledgeable quick responses and positive impact.
• Boosted company expectations and team morale via daily 5 min staff meetings, rewards and acknowledgments.

Bs: Computer Science Information Technology, With A Concentration In Data Analytics, Gpa 3.75 Deans List- (2017, 2018, 2019).

Activities and Societies: Capella Ambassador Program.Networking & Technical Skills - Microsoft Office365 (Operating Systems: Microsoft.

Bs In Information Technology, Minor In Data Analytics, 3.7

Activities and Societies: Dean's List- 2017-2019