Bertha Kat Glover (Preferred Name, Kat- Cell
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685 W Long St
Stephenville, TX 76401
7 years management experience in developing results-oriented teams.
14 years Enterprise Channel experience.
10 years project management experience in quality-driven environment.
5 years Administrative assistant/Clerical/Receptionist support
4 years Retail Experience
Agile Trained
Comprehensive cross-functional knowledge and implementation skills.
Expert in document management with strong attention to detail.
Proven leadership, management, presentation, and facilitation skills.
Strong communication and collaboration skills with the ability to persuade others and gain buy-in.
Proficient in MS applications (including outlook)
Editing & Proofreading
System administration
EXPERIENCE:
Lake Granbury Medical Center:
August 2017 to present
Admitting/Registration Clerk
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Assists patients with registration for imaging and outpatient procedures
Assist patient with questionnaires and clarify as needed
Collection of monetary payments for services rendered (i.e. copays, deposits, etc.)
Responsible for calling patients and advising of appointments and payment requirements
Approve and manage all paperwork for technicians
Responsible for handling payments, variations in payments and soliciting services
Offers patients options for solutions and troubleshoots as needed
Administrative/Clerical needs for imaging locations
Answering phones from patients in regards to exams, payments, services offered
Verizon Wireless:
May 2014 – May 2017, Alpharetta, GA
Business Finance Operations- Systems Supervisor
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Administrative/Clerical support for all departmental support tools
Approve time off and time sheets for payroll processing
Create and maintain schedules for various team projects
Manage Quality applications, (i360 Verint, productivity tools, develop and enhance)
Implement strategies for supporting the departments service level goals successfully
Review all Approach documents and Enhancement requirements that require feedback/approvals by
Business Finance Operations Maintain ongoing projects and prioritize to ensure deadlines are met
Strategically align all the Business Finance Operations Centers in Systems and maintain that structure
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Identify opportunities for improvement, acting as subject matter expert on cross functional teams,
participating/leading weekly/monthly operation reviews and presenting ideas to and gaining support from
stakeholders
Identify training opportunities for process impacts based on system enhancements and provide solutions
to improve overall efficiencies
Support, manage, and assist with implementation of all Business Finance Operations projects, developing
requirements, product development, and system enhancements
Manage and maintain all Quality audits in Work Flow Manager
Strengthen Partnerships with internal business partners
Provide strategic recommendations to Senior Leadership review
In Charge of Incentives Purchase-Card and reporting the purchases for Business Finance Operations
Managed meeting scheduler
Organized events, set up interview, order supplies
July 2011- April 2014, Alpharetta, GA
National Business Finance Operations Systems Consultant:
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WFM Local Admin Support National Business Finance Operations
WFM UAT Testing for the National Business Finance Operations Department
In Charge of Incentives Purchase-Card and reporting the purchases for Business Finance Operations
Managed meeting scheduler
Organized events, set up interview, order supplies
Review all Approach documents and RTs that require feedback/approvals by Business Finance Operations
Maintain ongoing projects and prioritize to ensure deadlines are met
Strategically align all the Business Finance Operations Centers in WFM and maintain that structure
Identify opportunities for improvement, acting as subject matter expert on cross functional teams,
participating/leading weekly/monthly operation reviews and presenting ideas to and gaining support from
stakeholders
Identify training opportunities for process impacts based on system enhancements and provide solutions
to improve overall efficiencies
Support, manage, and assist with implementation of all Business Finance Operations projects, developing
requirements, product development, and system enhancements
Attend all User Acceptance Testing and WFM calls for Enhancement Requirements/Approaches from
National Business Finance Operations Perspective
Act as a role model by demonstrating strong communications skills, work ethics and sound judgment in
the application of polices procedures, and guidelines.
Provide support to the Training team by attending and hosting Leadership System Enhancement Webinars
September 2008- July 2011, Alpharetta, GA
Work Flow Manager (WFM) Local Admin - Consultant:
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Work Flow Manager (WFM) Local Admin Support South Business Finance Operations
In Charge of Incentives Purchase-Card and reporting the purchases for Business Finance Operations
Managed meeting scheduler
Organized events, set up interview, order supplies
Work Flow Manager (WFM) User Acceptance Testing
Review all Approach documents and RTs that require feedback/approvals by Business Finance Operations
Maintain ongoing projects and prioritize to ensure deadlines are met
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Identify opportunities for improvement, acting as subject matter expert on cross functional teams,
participating/leading weekly/monthly operation reviews and presenting ideas to and gaining support from
stakeholders
Identify training opportunities for process impacts based on system enhancements and provide solutions
to improve overall efficiencies
Support, manage and assist with implementation of all Business Finance Operations projects, developing
requirements, product development and system enhancements
In Charge of Incentives Purchase-Card and reporting the purchases for Business Finance Operations
Attend all User Acceptance Testing and Work Flow Manager (WFM) calls for Enhancements/Approaches
Act as a role model by demonstrating strong communications skills, work ethics and sound judgment in
the application of polices procedures, and guidelines.
Provide support to Training for Area Operations Center Teams
April 2006 – September 2008, Alpharetta, GA
Quality and Incentives Coordinator- Area Operations Center
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Audit the Quality for the AREA OPERATIONS CENTER teams
Meet quarterly with Compliance to discuss processes, changes, etc within Area Operations Center
Organize and attend Monthly Call Calibrations for Area Operations Center
Assist in the Reward and Recognition program for the Area Operations Center (i.e. Incentives, CSW, etc)
Managed meeting scheduler
Organized events, set up interview, order supplies
Attend weekly call calibration for Training needs within Area Operations Center
Assist when needed in training for the Area Operations Center
Assist in sending communications to the Area Operations Center work groups
Oversee the FCR (First Contact Resolution) Team
Oversee and Maintain the Information Boards for Area Operations Center
In Charge of Incentives Purchase-Card and reporting the purchases for Area Operations Center
Assisted in Administrative duties for Area Operations Center
Create Awards, passes, etc for Area Operations Center Reward and Recognition Programs
Update the Internal Page Quality Page for Area Operations Center and South My Biz Tracker
Partner with Supervisors and Management to build team cohesion.
Interface with all levels of management within the organization
Identify and document training deficiencies and provide feedback as necessary.
Participate and/or facilitate calibration sessions to ensure departmental consistency.
Assist with special projects and serve as Subject Matter Expert in a variety of quality improvement teams
on an as needed basis.
Assist other departments or workgroups as needed.
February 2003-February 2005, Alpharetta, GA
Senior Representative Area Operations Center -OCC Team and OCC Team Offline Customer Service
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Handle to conclusion, escalated customer contacts and deliver high quality service with minimal
supervision
Provide support to South Area sales channel and business customers
Process off-line orders/requests via WFM (Work Flow Manager)
Process equipment orders, maintenance orders, RYL’s (Register Your Line) and OCC’s for Small/Medium
Business accounts, as well as National Accounts.
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Maintain customer billing records, and handle service inquiries.
Direct verbal and e-mail communication with the sales channel and business customers.
Submit, develop, and initiate proactive ideas and proposals for improving self and department.
Handle complex order processing from our high valued Business Segment customers and sales teams
pertaining to equipment research, Price Plan Analysis, Other Charges and Credit, Price Plan Changes,
Billing Research.
Interfaces with all levels of management within the organization
April 2000-October 2003, Alpharetta, GA
Customer Care Rep and Senior Representative-Customer Service
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Provide support to Consumer customers
Maintain customer billing records, and handle inbound customer service inquiries
Walk the floor support for escalations
Rookie Camp Assistance for New Hire Trainings
Mini Team Leader
Related Job Experience:
Jan 1997-Jan 1999, Bainbridge, GA
Store Supervisor/Manager Retail Storefront
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Ensure retail area storefront, merchandise and literature is in conformance with the merchandising plan.
Responsible for financial and sales reporting
Ensure that customers and prospective customers are treated with the highest levels of courtesy and
professionalism.
Resolve escalated customer complaints in a timely and empathetic manner.
EDUCATION:
•New York Regents, High Honors Diploma, 1994
Afton Central High School
29 Academy Street
Afton, NY 13730
•Paralegal Certificate from Penn Foster, 1996
Blended Online/Class Course
Scranton, Pennsylvania 18501
•Associates in Arts, Not Graduated
Blended Online/Class Course
Georgia Perimeter College
Dunwoody, GA
