Karen Hoyt

Organized and proactive Contracts Administrator with experience supporting compliance programs and healthcare operations. Adept at coordinating multiple contracts simultaneously, coordinating across stakeholders, preparing reports, and ensuring timely completion of deliverables. Recognized for strong communication skills, attention to detail, and the ability to work effectively in fast-paced, deadline-driven environments.

Operations Customer Expert I - Teleperformance - NC

(2026-07)

• Maintain detailed customer records and updated information in CRM and internal systems.
• Monitor service requests and track cases through resolution to meet service level agreements (SLAs).
• Ensure compliance with company policies, regulatory requirements, and quality standards.
• Investigate and resolve account, order, and service discrepancies.

Owner/Operator - AK's Bookkeeping Services - NC

(2026-05 - 2026-07)

• Managed all aspects of a privately owned bookkeeping business, providing financial services to multiple clients.
• Maintained accurate financial records, including accounts payable/receivable, and general ledger transactions.
• Reconciled bank and credit card accounts to ensure financial accuracy.
• Prepared monthly, quarterly, and year-end financial reports.

Project Coordinator - Gallaher Management Group, Inc. - NC

(2020-12 - 2026-05)

• Maintained detailed project documentation, including reports, timelines, and status updates.
• Assisted in planning, organizing, and executing project tasks to meet deadlines and objectives.
• Supported administrative functions such as data entry, filing, proofreading, and record keeping.
• Tracked project progress using organizational skills and time management techniques to ensure milestones are achieved.

Project Coordinator - Yoh Services, LLC (at Wabtec) - PA

(2019-04 - 2020-12)

• Gathered requirements and completed two semi-annual REACH regulatory supplier surveys.
• Processed County of Origin (COO) requests for shipments to clear international customs within 24 hours of receipt.
• Supported Project Managers (PMs) with administrative operational tasks.
• Ensured compliance with company procedures and project requirements.

Project Controls Analyst (PCA) - Modis Engineering & IT (at Erie Insurance) - PA

(2018-11 - 2019-04)

• Assisted PMs with updating issue resolutions, risk mitigation activities, and life cycle flows in Waterfall and Agile.
• Facilitated communication between project teams and clients regarding updates or changes.
• Updated and stored project documentation on SharePoint.
• Tracked labor hours, materials, and subcontractor costs.

Call Center Representative - UPMC - PA

(2018-09 - 2018-11)

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed a high volume of 75 calls daily, maintaining composure under pressure while providing exceptional service.
• Improved customer satisfaction by addressing and resolving complex issues in a timely manner.

Quality Analyst - Provider Resources, Inc. - PA

(2013-12 - 2018-01)

• Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
• Provided training to new hires on quality control procedures, fostering a culture of excellence within the team.
• Conducted root cause analysis for recurring issues, developing long-term solutions to prevent recurrence.
• Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.

Project Coordinator - Yoh Services LLC (at GE Transportation) - PA

(2012-08 - 2013-12)

• Gathered requirements and completed two semi-annual REACH regulatory supplier surveys.
• Processed County of Origin (COO) requests for shipments to clear international customs within 24 hours of receipt.
• Supported Project Managers (PMs) with administrative operational tasks.
• Ensured compliance with company procedures and project requirements.

Regional Director of Human Resources (HR) - Senior Healthcare Management - IL

(2011-07 - 2012-08)

• Oversaw HR operations for 10 nursing home/skilled nursing facilities across southern Illinois.
• Developed and implemented regional HR policies and procedures, including the first employee handbook.
• Managed recruitment, retention, and succession planning initiatives.
• Participated in union bargaining.

Project Coordinator - Yoh Services LLC (at GE Transportation) - PA

(2011-06 - 2011-07)

• Gathered requirements and completed two semi-annual REACH regulatory supplier surveys.
• Processed County of Origin (COO) requests for shipments to clear international customs within 24 hours of receipt.
• Supported Project Managers (PMs) with administrative operational tasks.
• Ensured compliance with company procedures and project requirements.

Business Program Management - Business - American Public University (2027)

Diploma - River High School