Charity Porter

Clearance: Secret – Pending ISP Acceptance / Investigation Customer Service professional with 7 years of experience, including roles as Customer Service Representative at Sentara Optima Health and Humana Inc. Skilled in resolving inquiries, effective communication, and utilizing ACD phone functions to enhance customer satisfaction. Adept at multitasking, problem-solving, and delivering quality service, seeking to leverage expertise in a Customer Service role.

NSC - Contract Coordinator at GD-NASSCO (2025-08 – Present)

• Coordinate contract proposals by analyzing estimates and converting them into submission-ready formats for the Mid-Atlantic Regional Maintenance Center (MARMC).
• Maintain and update budget data in the Enterprise Budget program, ensuring accurate management of budget records.
• Ensure compliance with DOD data requirements through precise data entry into the Navy Maintenance Database.
• Contract Management of systems and records.
• Requests and confirms task numbers.
• Verify GLC rates, Temp percentages, OT percentages, Award Fee, Cost Incentive Fee, and Schedule Incentive Fee for CLIN proposals and all RCCs based on each contract.
• Prepares RCC status reports.
• Receives and confirms totals on MODs and Purchase Orders are accurate and distribute to accounting.
• Keep SMARTS, Mod Logs, and Sequence Logs up to date with the most accurate information.
• Acts as liaison with other departments.
• Performs duties for Contract Administrator and Cost Analysis is required.
• Able to arrange, participate in, and implement as directed conferences and meetings.
• Observes and support NASSCO health, safety, and environmental policy.
• Systems administration for Contracts metrics, Mods, RCCs, Budgets, and Proposals.
• Manages and organizes budgets for Cost Reporting purposes.
• Other responsibilities and duties as assigned.

NSC - Administrative Assistant - Operations Dept at BAE SYSTEMS (2024-07 – 2025-08)

• Planned, scheduled, and budgeted operational activities, ensuring compliance with maritime regulations and safety standards.
• Managed and coordinated teams, enhancing productivity and operational efficiency.
• Identified and addressed operational inefficiencies, leading to process improvements within the shipbuilding and repair environment.

Customer Service Rep/Telephonic Nurse Assistant at Humana Inc. - Integrated Resources Inc. (2023-11 – 2024-03)

• Identified members eligible for nurse intervention by utilizing established process flows, managing 30-40 calls daily.
• Provided accurate non-clinical guidance and educated members on available programs, enhancing participation in preventative healthcare services.
• Assisted members with plan education and network participation, using knowledge of benefit plans to resolve access to care issues.

Customer Service Representative at Sentara Optima Health (2019-10 – 2023-02)

• Resolved over 100 daily inquiries regarding prescription benefits, eligibility, and claim payment issues, maintaining high efficiency in inbound and outbound calls.
• Ensured complete and accurate call documentation by demonstrating effective verbal, non-verbal, and written communication skills.
• Delivered quality service and enhanced customer satisfaction by utilizing ACD phone functions for effective communication and education.

Support Technician at Norfolk Community Services Board (2018-10 – 2019-05)

• Managed front desk operations, greeted visitors, and responded to inquiries while coordinating scheduling tasks using specialized software.
• Prepared and maintained essential correspondence, reports, and data, ensuring accuracy and compliance with agency protocols and confidentiality standards.
• Verified insurance coverage, collected fees, and facilitated communication with hospitals, pharmacies, and laboratories to support service coordination.

Medical Receptionist at Eastern Virginia Medical School (2017-11 – 2018-01)

• Managed patient interactions by greeting visitors, scheduling appointments, and updating patient information in the IDX system.
• Handled electronic medical record tasks to maintain accurate and up-to-date patient data.
• Facilitated communication by triaging phone calls, transferring them to appropriate personnel, and conducting patient reminders.
• Ensured patient inquiries and needs were addressed promptly through effective communication and follow-up.

Patient Service Representative at Bon Secours Mary view Medical Center (2015-04 – 2016-07)

• Scheduled and monitored patient appointments, ensuring accuracy and efficiency while managing multi-line phone systems to deliver timely assistance.
• Communicated with insurance providers to secure authorizations and referrals, utilizing electronic medical records (EMR) systems for scanning and organizing medical documents.

High School Diploma in General Education – Western Branch High School (2006-06)

Associate of Applied Science in Applied Science – Tidewater Community College (2009-12)