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 processing time after clients have been identified during the intake process via the Automated System Program and Eligibility Network (ASPEN) and the State of New Mexico Department of Workforce (DWS) • 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 backlog of follow-ups within two (2) months. Support the accuracy by reconciling all application issues related to the program daily. Support recertification requirements related to expanded eligibility by closing out cases for clients that have not recertified, and gather supporting documentation needed for each application. • 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.• Computed totals of document items, conduct force billing on specific customers.• Resolved discrepancies on scanned/indexed paperwork.• Contacted customers/sales personnel via phone or e-mail to resolve billing issues.• Monitored overall paperwork to ensure the invoice is the most accurate possible with the information given.

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.• Develop documentation, FAQ,s responses to improve consistency and accuracy of support responses.

• • 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.• Expanded utilization of spreadsheets and staff database, reducing redundancy and human error.• Revitalized standardized process definitions for use within HR department. • Minimized HR employee risks through auditing, authorization, training, and accountability.• Enhanced job role deliverables by serving as Committee Leader of Staff Satisfaction Committee.

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.• Exceeded customer service needs through knowledgeable, and quick response times.• Encouraged customer loyalty and trust by delivering consistent professional behavior and results.

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. • Met SAFE, OSHA, and DOT standards per annual audits > maximizing facility compliancy.• Recruitment, interview process, on/off-boarding, act as the single point of contact for all employee inquiries related to employee relations, staffing, performance management and improvement driver for all staff.

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