T'keyah Hopkins
Aiken
Summary
I am a knowledgeable Workforce Management Analyst successful gathering, reviewing, and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving, and planning abilities. Over 3+ years of experience in Workforce Management.
Overview
9
9
years of professional experience
Work History
WFM Analyst: Senior Intraday Coordinator
EviCore Healthcare Formerly Care Core National
03.2022 - Current
- Supports the contact Center Operations performance with emphasis on managing and balancing staffing to meet business needs.
- Makes schedule change recommendations to ensure coverage and communicates with management and operations to ensure compliance.
- Monitors and leads on decisions to ensure appropriate items are prioritized and communicated.
- Takes leadership position in training and mentoring new WFM team members and operations supervisors/team leads on WFM processes and activities.
- Provides in depth analysis of performance with detailed summaries of drivers, issues, and results.
- Able to discuss potential changes that will improve operations and collaborate with operations team to execute on optimization improvements.
- Takes the lead coordinating actions on system issues between Operations and IT to improve speed of system closure.
Workforce Management Analyst-Intraday Coordinator
EviCore Healthcare Formerly Care Core National
04.2020 - 03.2022
- Supports the Contact Center Operations performance.
- Manages and processes current week staff exceptions while ensuring performance will be met consistently.
- Monitors Real Time Adherence states and address issues according to process expectations.
- Monitors Queue level statistics and address performance variations according to process expectations.
- Communicates change needs, explains values and delivers result that drive performance alignment.
- Provides reporting as required.
- Initiates and completes business changes within current week to improve performance to plan.
Physician Support Unit Specialist
EviCore Healthcare Formerly Care Core National
02.2018 - 04.2020
- Answer calls in the physician line queue, meeting department standards for speed of answer and call volume.
- Educate callers about the Health Plan requirements for pre-authorizations, reconsiderations, and appeals.
- Work with sites, patients, and physicians offices to investigate and resolve any pre-certification issues and know where to transfer calls when appropriate.
Non-Clinical Intake Representative
EviCore Healthcare Formerly Care Core National
01.2017 - 02.2018
- Served as the main point of contact for Inbound callers to manage their benefits from start to finish.
- Processed requests for service speaking with physician offices and sites where the procedures will take place.
- Provided status updates and served as a liaison to our clinical staff when needed.
- Promptly transferred review of service calls to clinical or medical reviewer for completion.
- Worked with sites, patients, and physician offices to investigate and resolve any pre-certification questions or concerns and prevent unforeseen issues.
Sales Associate
Polo Ralph Lauren Factory Store
11.2014 - 11.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
Bachelor of Arts - Human Services
University of South Carolina - Beaufort
Okatie, SC12.2016
Skills
- Maintain Performance
- Schedule Coordination
- Data Collection
- Analyzing Patterns
- Data Analysis
- Resolving Issues
- Real-Time Monitoring
- Train onboard New Hires
- Analytical and Critical Thinking
- Troubleshooting Techniques
- Microsoft applications (word, excel, etc)
- Time Management
- Communication
Timeline
WFM Analyst: Senior Intraday Coordinator
EviCore Healthcare Formerly Care Core National
03.2022 - Current
Workforce Management Analyst-Intraday Coordinator
EviCore Healthcare Formerly Care Core National
04.2020 - 03.2022
Physician Support Unit Specialist
EviCore Healthcare Formerly Care Core National
02.2018 - 04.2020
Non-Clinical Intake Representative
EviCore Healthcare Formerly Care Core National
01.2017 - 02.2018
Sales Associate
Polo Ralph Lauren Factory Store
11.2014 - 11.2017
Bachelor of Arts - Human Services
University of South Carolina - Beaufort
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