Maddison Smith Email & Phone Number

New Braunfels, Tx, Us

Flower Mound, Texas, United States

• Responsible for the delivery of exceptional customer support for all aspects of the credentialing process and management of employees providing credentialing activities. • Responsible for the management of the operation support team who provides reporting, and exceptional customer assistance, internally and externally, among other tasks.• Monitors and manages the processing queues (adhering to the 4-hour service level agreement), employee productivity, and quality assurance scores with a focus on high-quality output and efficiency. • Reviews document processes and procedures for accuracy and relevancy, ensuring the team adheres to established processes and improvements.• Provides a channel for consistent communication with the team in the form of regular team meetings and individual one-on-one meetings.• Oversees the supervision of personnel, which includes hiring qualified candidates, work allocation, training, enforcement of internal procedures and controls, and problem resolution.• Evaluates performance; motivates employees to achieve peak productivity and performance• Provides metrics and reporting by gathering manual and automated data.• Communicates and works cross-functionally across the organization.

Flower Mound, Texas, United States

• Created training modules for Operations and Commercial Teams – utilize Articulate 360, recorded step-by-step videos, etc. • Utilized LinkedIn Learning to upload internal content and recommend LinkedIn courses• Encouraged team members to complete internal content as well as other professional development courses via LinkedIn Learning• Trained, onboarded, and coached new employees to the Operations and Commercial Teams

Flower Mound, Texas, United States

• Managed/lead 5-10 remote and 2-3 in-office employees• Planned for and executed the two most successful Flu seasons in company history: 2019 - First day of Flu season (Oct 1, 2019) experienced 20,000+ credentials processed within 1.5 hours of submission vs. average of 3,000 credentials processed within 4 hours of submission. 2020 – Lead team to meet and exceed processing goal by processing flu credentials within 1 hour of submission and regular credentials within 2 hours of submission. Maintained this processing rate throughout flu season.• Acquired the Production Support Team (3-5 in-office employees) after two months of promotion to Credentialing Leader• Implemented the use of the program JIRA to utilize for consistency and efficiency in the completion of tasks and investigation of issues• Assisted with the operation and updates of operational processes within JIRA and other systems• Continually evaluated and updated reporting• Managed and delegated tasks, priorities, and requests from internal and external customers• Collaboratively created/edited new start onboarding training and flu credential training• Project management – collaborated with other teams within the company to create process and training after testing new products and features

Flower Mound, Texas, United States

• Verify credentials submitted by medical representatives to ensure regulatory compliance following standards set by governing bodies such as the CDC• Promoted to Credentialing Leader after four months of employment

Houston, Texas Area

• Organize and analyze data, photos, and additional information for accuracy within company and quality standards to upload onto company website• Coordinate requests for third party vendor inventory cataloging and audit job invoices• Collaboratively contribute to creation of processes and procedures, within Lean Six Sigma practices, for Data Management Team and Operations Team• Train, coach, and mentor incoming team members, approximately five from 2016 to 2018• Assist team with overflow of work by planning ahead and prioritizing day to day tasks

Galveston, Texas

• Support, train, and assist with various training sessions by providing input, feedback, preparation/research material, and participation during the following sessions The Leadership Challenge, Physician Leadership Academy, the Foundational Management Training Program• Assist with the creation of Coaching for Rising Leaders program for employees, including participating in meetings with the President and Executive Vice Presidents• Participate/assist with various assessments (EQ-i 2.0, MBTI, etc.)

Houston, Texas Area

Supported various departments, including Marketing, Inside Sales, Customer Support, and Field Services over five summers to complete to following roles and responsibilities:• Train/coach incoming employee for the Field Service Data Entry position• Field Service coordination – contacted clients for representatives to take inventory of equipment yards (Completed coordination for two weeks)• Contact customers regarding assets sold, purchased, or for pickup (Average 50-75 people/week after auction)•Collect, organize, and verify data/photos for accuracy to input into company system (Average 2-3 sets/week)• Clerical work – organization of information, filing papers, research, etc.• Research for potential new clients• Utilize Google Analytics/Craigslist