Samantha Abbott

Experience

• 

  T-Mobile

  Jan 2003 - Mar 2008

  Training Specialist

  I was a trainer at a customer care call center. I was committed to a class of 15-18 people for a period of 8 weeks. I trained on soft skills, technical troubleshooting, billing, de-escalation, and active listening. - Created new training curriculum that utilized on the job tools from day one rather than delaying the introduction. This change improved call quality and employee confidence once training was complete. - Revised the quality evaluation process to include weighing the customer experience heavier than it was previously weighed. Show less

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  Ascension Saint Thomas

  Nov 2014 - Jun 2015

  Perioperative Phlebotomist

  My role included ordering medical testing based on surgical orders, carrying out those orders (blood draws, EKG, etc.), and managing patient medical records. - Established a new central control board for patient intake that allowed for more efficient coordination of nurses and technicians. This new process decreased lobby wait times from 23 minutes to 7 minutes. - Created a job manual for my role prior to leaving so that my replacement could have a smooth transition into the department. Show less

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  Holladay Properties

  Jun 2015 - Apr 2024

  Evaluated, designed, executed, measured, monitored, and controlled business processes. - Lead a project to create and maintain job manuals for all positions within the company which reduced the initial training time needed for newly hired associates to begin independent work. - Developed the policies, procedures, and templates governing standard operating procedures that are now utilized within the company providing consistent direction and protocols. - Implemented, managed, and analyzed company financial reporting in Power BI which became the basis for company wide data driven decision making. Show less I supported a team that managed Contract Administration and Insurance Analysis. My role also included sustainability reporting, project management, process improvement, operational strategy, data analysis, and process automation. - Created a new contract process that improved contract compliance by 15% and insurance compliance by 10% within the first year of implementation. - Performed internal audits for all departments with a focus on identifying improvement opportunities. These audits lead to many successful process improvement projects. Show less

  • Director of Business Process Management

    Feb 2019 - Apr 2024

  • Quality Assurance and Compliance Manager

    Jun 2015 - Feb 2019
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  AMH

  Jul 2024 - now

  Director Enterprise Solutions