Sherly Muthama
Dallas
Summary
Proven customer service experience in a healthcare environment; highly energetic, motivated and an excellent role model to others; Capable of working in a high speed and/or high-pressure situations with the ability to make sound business decisions. Proven ability to organize and process high volume of work while consistently meeting deadlines. Continuously exceeded performance goals with high standards by using excellent listening, writing, verbal skills; and the ability to create and follow directions with minimal supervision. Committed to optimizing administrative resources to meet business objectives and leveraging strengths to maximize team performance. Talented Operations Coordinator successful at supervising and directing daily efforts of project teams and developing effective work procedures and processes. Results-oriented and organized with extensive experience working in fast-paced environments to consistently meet operational targets. Offering 10 years of experience in leadership and administrative support roles.
Overview
10
10
years of professional experience
Work History
System Safety and Quality Operations Coordinator
Wellstar Heath System
Dallas
07.2024 - Current
- Managed scheduling for staff and resources to ensure efficient workflow.
- Coordinated daily operations to support patient care initiatives across multiple departments.
- Developed training materials and conducted sessions for new team members.
- Facilitated communication between departments to streamline operational processes.
- Organized meetings and prepared agendas to enhance team collaboration.
- Maintained accurate records of operational activities and compliance documentation.
- Supported inventory management by tracking supplies and initiating orders as needed.
- Evaluated and improved existing operational systems and procedures.
- Organized meetings, conferences, and other events related to operations.
- Communicated organization's missions, goals and vision while aligning each with operational initiatives and delivery of professional services.
- Coordinated and managed project tasks to ensure project delivery within established budgets and timelines.
- Participated in team meetings to discuss strategies for improvement.
- Coordinated resources and schedules for multiple concurrent projects.
- Developed project plans outlining scope, timeline, and deliverables.
- Managed multiple projects with competing deadlines simultaneously.
Executive Secretary for Safety and Quality
Wellstar Heath System
Atlanta
04.2023 - Current
- Maintaines filing system for all documents related to executive activities.
- Prepares agendas and take minutes of meetings attended by the executive staff with follow up actions.
- Prepares arrangements for all meetings scheduled by the leader, including notifying attendees, reserving rooms, requesting refreshments, audio/visual equipment set up and preparing/distributing agendas and supporting documentation as directed by leaders
- Coordinates various office activities such as ordering supplies and arranging catering services for events.
- Creates spreadsheets using Microsoft Excel to record data regarding departmental expenses and budgets.
- Compiles information from multiple sources into concise summaries for review by executive team members.
- Performes research on specific topics as requested by management personnel.
- Reviewes incoming correspondence; distributes materials accordingly.
- Responsible for maintaining confidential files pertaining to executive operations.
- Assistes with special projects as needed; provided input on project plans when requested.
- Prepares accounts payable paperwork necessary to process invoices.
- Advocates and worked collaboratively to standardize processes, procedures and communications.
- Facilitates communications by forwarding emails, transferring calls and filing documents.
- Provides accurate, up-to-date information to external parties through emails, phone calls and in-person interactions.
- Manages calendar of appointments for executives; schedules appointments with internal and external contacts.
- Coordinated project schedules and timelines across multiple departments.
- Facilitated communication between team members and stakeholders.
- Managed project documentation and ensured compliance with standards.
- Organized project meetings and captured key discussion points.
- Assisted in the preparation of project proposals and reports.
- Updated tracking systems for resource allocation and task completion.
- Monitored project progress and identified potential roadblocks.
Front Office Administrator
Atlanta Face and Body
Atlanta
01.2022 - 04.2023
- Oversee office inventory by restocking supplies and submitting purchase orders.
- Ordered and distributed office supplies, supervising personnel's usage to maintain fixed office budget.
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Processed financial documents, contracts, expense reports and invoices.
- Filtered emails based on importance and escalates issues to leadership.
- Handled high volumes of package and mail distribution for executive leadership according to determined schedules.
- Collaborated with administrative support to oversee calendars and prioritize meetings and appointments.
- Handled requests-for-information and delegates customer service tasks to appropriate employees.
- Coordinated staff scheduling to promote smooth office operations.
- Replenished office supplies, placing new orders for restocking to maintain inventory.
- Reviewed documents and obtains additional information to complete accurate paperwork and avoid delays.
Administration Coordinator
Cardinal Glennon Children’s Hospital, Knights of
St Louis
10.2019 - 07.2021
- Provides assistance and serves as a subject matter expert for other administrative staff.
- Utilizes specific job related skills, training and knowledge to work on assignments or special projects.
- Work on process improvement initiatives or work flow enhancements.
- Compiles information for reports or presentations.
- Prepares charts, graphs, or tables.
- Responsible for budget tracking and maintaining financial or personnel records and databases.
- Serve on special projects, committees, or act as manager or department representative.
- Responds to correspondence.
- Edits and proofreads documents.
- Communicates with others in person, telephone, and/or email.
- Receive and screen visitors and handles general inquiries.
- Maintains assigned staff vacation, birthday, and celebration schedules.
- Enter information from a variety of sources into computer database(s) and verify data entered into computer by checking printouts/reports for errors and correcting as required.
- Responsible for making sure medical requests and records expectations and resolves concerns.
- Work with physicians to create efficient office operations.
- Handles different types of data for grants offered to the clinic.
- Coordinated special meetings and events on behalf of executive leaders.
- Liaised between employees and upper-level management and resolved issues.
- Managed and distributed staff contact lists to create lines of communication with partners and co-workers.
- Managed patient appointments, check-in procedures and invoices.
- Managed daily communications with staff to disseminate schedules and overviews, program updates and announcements.
- Prioritized tasks to meet deadlines for policy and program initiatives.
- Coordinated activities and ordered supplies to keep office properly maintained.
- Answered 100 calls per day and directed calls to appropriate individual.
- Managed incoming and outgoing mail and package activities.
- Answered phone calls, provided information to callers and connected callers to appropriate people.
- Collaborated with Director of office to provide timely and efficient billing statements.
Front Desk Manager
Mercy Med
Columbus
06.2017 - 08.2019
- Train new associates to be competent using ATHENA Net.
- Greets patients, answers their questions, collect, copies of insurance cards and insure accurate collection of payment.
- Responsible for making sure refill prescriptions are sent out in a timely manner.
- Responsible to make sure medical requests and records are sent out and correct.
- Provide immediate service and work to exceed patient expectations and resolve concerns.
- Work with physicians to create efficient office operations.
- Provide and collect all necessary HIPPA documentation.
- Referred clients the licensed office manager.
- Responsible for calling current clients and prospects to set up appointments to grow our book of business.
- Oversaw cash and credit card payment transactions at the front desk.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
Personal Banker
Wells Fargo Bank
Atlanta
01.2016 - 07.2017
- Responsible for profiling customers, uncovering their financial needs through a customer centric process to help them achieve their financial goals.
- Provide exceptional customer service while accurately running client transactions.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Cultivated relationships with partners to fulfill or provide appropriate referrals for clients.
Skills
- Proficient in EPIC, Microsoft word, Microsoft Excel and Outlook
- Office inventory management
- Schedule management
- Employee training
- Scheduling and calendar management
- Training & Development
- Detail oriented with exceptional organization skills
- Self starter
- Travel Coordination
- Expense Reporting
- Document Management
- Project coordination
- Operations support
- Cross-departmental communication
- Meeting facilitation
- Process improvement
- Effective communication
- Team collaboration
Languages
Bilingual – Fluent in English and Spanish.
Additional Information
- Resolve all client complaints and provide solutions according to bank guidelines. Referred clients the licensed office manager. Responsible for calling current clients and prospects to set up appointments to grow our book of business. Accomplishments Average 129.71% of solutions goals. Average 131.71% of STS factor goals. Supporting the bank sales team by identifying customer needs and then promoting current offers to them. Controlling and monitoring levels of cash in the teller drawer and following all check cashing and cash handling procedures. Provide exceptional customer service to the banks customers by providing advice, guidance and education.
Languages
Spanish
Native/ Bilingual
Timeline
System Safety and Quality Operations Coordinator
Wellstar Heath System
07.2024 - Current
Executive Secretary for Safety and Quality
Wellstar Heath System
04.2023 - Current
Front Office Administrator
Atlanta Face and Body
01.2022 - 04.2023
Administration Coordinator
Cardinal Glennon Children’s Hospital, Knights of
10.2019 - 07.2021
Front Desk Manager
Mercy Med
06.2017 - 08.2019
Personal Banker
Wells Fargo Bank
01.2016 - 07.2017