Maddison Smith Email & Phone Number

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.

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.
• 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

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.
• 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.