TERE M. STOKES
- |Kansas City, MO-| LinkedIn
PROFESSIONAL SUMMARY
Trailblazing professional with 10+ years of progressive experience developing creative strategies for enhanced product features.
Promotes cross-functional collaboration by serving as a communication hub and collaborating with teams and business leaders to
shape compelling product strategy and roadmap while focusing on the customer's needs. Skilled in managing projects using Agile
methodologies, analyzing data to inform product decisions, improving efficiency through process optimization, and positioning new
products to enhance brand awareness.
SKILLS
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Strategic Communication
Client Relations
Project Management
Business Process
Improvement
Market Research
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Qualitative Research
Data Analysis
Inventory Management
Asana
Microsoft Office (Excel
PowerPoint, Project)
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Jira
Salesforce
AWS (IAM)
Epic
Mural
Visio
WORK EXPERIENCE
Application Development Associate |Accenture | 2022 - Present
● Manage Agile projects and SCRUM frameworks to optimize the onboarding process, ensuring alignment with business
objectives and successful product outcomes.
● Integrated a data management system to analyze and forecast customer behavior and preferences, driving informed
decision-making and project success.
● Automated the payroll processing and invoice creation, guaranteeing accurate and timely compensation and billing.
● Measure product performance by gathering and synthesizing data to inform strategic decisions, drive growth, and deliver
customer value.
● Create compelling sales pitches utilizing PMO and Gen AI knowledge to communicate product information to customers
and effectively exceed sales targets.
● Implement the guidelines and procedures for PMO and data teams, guaranteeing on-time delivery and surpassing
organizational targets through agile task management.
Customer Service Associate |University of Kansas Health System | 2015 - 2019
● Transformed customer service operations by implementing process improvements, reducing inconsistencies, improving
response times, and enhancing the patient experience.
● Spearheaded onboarding documentation management by integrating company culture and values through team-building
exercises and culture workshops, ensuring seamless new employee integration and reducing ramp-up time.
● Effectively de-escalated difficult customer situations by establishing protocols utilizing active listening and clear
communication to provide resolutions and maintain a positive patient experience.
● Developed and implemented process enhancements by defining the problem, collecting and analyzing the data, identifying
potential solutions, and achieving improved response times.
● Streamlined customer service processes through intelligent technology, AI-powered automation, and empowering agents,
achieving greater efficiency and consistency and contributing to improved overall performance.
Specialty Customer Service Agent | OptumRx | 2012 - 2015
● Bridged the customer experience gap by partnering with product teams to translate customer insights from feedback,
integrating patient-centric solutions, championing SLAs, and increasing productivity metrics.
● Utilized active listening and insightful questioning techniques to efficiently diagnose customer needs and concerns, resulting
in a 95% customer satisfaction rating on post-call surveys.
● Partnered with pharmacies and physicians to proactively identify and resolve prescription order and refill issues, ensuring
timely access to medication for customers and minimizing potential delays in healthcare treatment.
EDUCATION & CERTIFICATION
Accenture Apprenticeship
