Carla Y. Hicks

671 Audrey Lane, Oxon Hill, Maryland 20745

Phone: (706) 951-4555email: chicks74@aol.com

Supervisory/Leadership

Five years of supervising up to 48 employees and conducting employee evaluations; Conflict Resolution and Mediation skills; Six years of Quality Assurance experience; Customer Interaction Monitoring; 15 years of Customer Service Experience; Supply and Logistics support; Interpersonal Communications training and experience.

 

IT

Microsoft Office Professional Suite ®; Microsoft Windows; Advances Excel Spreadsheet skills; Proprietary System Research, relational database queries and Data Entry; Tracking and Payroll Systems, CHCS, ALTHA, IVR, ACD, DEERS, SLDCADA, ATAAPS; Automation work requiring the use of software applications, spreadsheet, databases and work processing.

 

Administrative

Seven years of Project Management Support; Excellent analytical skills; Knowledge of basic medical terminology; Document preparation; Types 50 words per minute; Advanced research skills; Trend reporting; Federal payroll time keeping; Use of standard office equipment and procedures.

 

Certifications and Training

Hazardous Communication; HIPPA; DOD and Army Information Assurance Awareness; Information Assurance Fundamentals; Army Specific Phishing Training; Medical Ethics and Patient Rights.

 

Clearance

Top Secret/SSBI investigation, Inactive.

Secret/NACI Investigation, Open.

 

Education

 

Masters of Business Administration (MBA) – Earned February 2006, University of Phoenix

Bachelors of Science (BS) Criminal Justice Administration – Earned May 2004, University of Phoenix

 

Experience

 

Administrative Assistant (10/2014 – Present) Diamond Solutions, INC. – Department of Defense, Bethesda Maryland

·              Responsible for high level administrative support for Executive-level staff

·              Coordinates between departments and operating units to resolve day-to-day opportunities

·              Schedules and meetings and interviews using Audio and Video Teleconference equipment

·              Plans quarterly events and large-scale training activities

·              Prepares business correspondence and presentations

·              Initiates supply procurement and logistics

·              Conducts Tier One technical support

 

Proactive Booking Agent (10/2011 – 10/2014) Zimmerman Associates – Department of Defense, Bethesda, Maryland

·                Creates procedures regarding the pursuit of outstanding medical referrals

·                Maintains relationships with the Administrators of multiple clinics

·                Reduces fiscal waste by proactively calling prospective patients of medical clinics

·                Gathers and analyzes information in Composite Health Care System (CHCS)

·                Receives, Processes, and Appoints requests for Medical Services

·                Timekeeper for civilian payroll in SLDCADA, ATAAPS

 

General Clerk II (2/2010 – 9/2011) IAPWS – Department of Defense, Washington, District of Columbia

·              Provides real time responses for enrollment issues in DEERS and Tri-Care

·              Schedules medical appointments and procedures

·              Reports patient concerns to medical personnel

·              Light data entry and typing

·              Maintains hospital clinic protocol

 

Associate Investigator (8/2007-8/2009) USIS – Office of Personnel Management, Washington, District of Columbia

·              Reports counter intelligence concerns

·              Upholds Privacy Act and Protection of Personally Identifiable information (PII)

·              Creates and maintains Comprehensive investigative reports and records

·              Performs work related to gathering information and resource material to support Government agencies and program missions

·              Maintains Administrative records and addresses anomalies

·              Travel up to 75%

 

Junior Medical Underwriter (11/2005 – 7/2007) Fasano Associates – Life Expectancy/Insurance, Washington, District of Columbia

·              Evaluates medical files of policy holders

·              Compares medical cases for inconsistencies

·              Helps determine financial risk using medical history and statistical data

·              Retrieves and assesses data on life expectancy and medical history for insurance purposes

·              Allocates medical review cases to Physicians

 

Supervisor/Quality Assurance (12/1997 – 3/2003) Future Call, Inc. ­– Call Center, Augusta, Georgia

·              Trains New Hires

·              Develop and implement test strategy, product awareness, and ongoing training procedures

·              Enforce legal, customer specific, and company-wide procedures

·              Monitor the performance of call center employees

·              Tracks and evaluates employee performance

·              Reports vital data and trend information to client representatives and company managers

·              Test cases and scripts

·              Creates detailed status reports

 

 

Reference: Available upon request