Sashkia Jeffery

Top-performing, Bilingual, detail-oriented professional with strong experience in quality assurance, audits, and process improvement, aiming to contribute analytical skills, leadership capabilities, and a commitment to operational excellence to a role focused on enhancing accuracy, compliance, and performance outcomes. Results-driven operations leader seeking to leverage expertise in workflow optimization, quality assurance, team development, and cross-functional process management to drive performance, streamline efficiencies, and support organizational growth within a high-impact operational or management role. Adept in conveying the benefits of services and generating customer interest.

Exceptionally talented in resolving and servicing problems by clarifying customers' complaints and providing effective follow-up to ensure timely resolution. Known for consistently providing high-quality services to customers, resulting in repeat business opportunities and additional business through word of mouth. Approachable with excellent communication skills, delivers inspirational leadership and attention to detail in relentless pursuit of excellence that enables success for teams and organizations.

Adaptable by nature, flexible and open to changing arrangements at short notice. Good at building relationships across various levels and with people from all social or cultural background.

OPS MANAGER – PROjects team - Trajector Medical

(2024-09)

• Process Flow: Work directly with the Team Leads to improve production processes and the efficiency of case flow through the individual teams, and from team to team. Work with Operations Managers across Trajector Medical to solve process problems and improve efficiency and accuracy. Develops and implements policies and procedures to improve the operations and function of the department.
• Production: Consistent leveraging of IT solutions to increase productivity. Evaluate adequacy of resources by implementing production standards and determining the amount and type of resources needed to manage processes to meet /exceed company goals. Utilize proven management strategies to identify methods to maximize production quantity and quality. Operations Managers must also be able to effectively communicate technology requirements to Process Engineering and IT teams when collaborating on
• Team Member Management: Supervises team members by communicating job expectations, appraising job results, and disciplining employees. Sets policies and procedures for training, coaching, counseling, and career development for staff and individuals accountable to SOPs and KPIs. Interviewing, hiring, and training of team members. Responsible for overseeing the training process including orientation and ongoing training/education. Identify and mitigate Single Points of Failure (SPOFs), whether tea
• Operational Standards: Maintains continuity of work operations by documenting and communicating needed actions to management; discovering irregularities; determining continuing needs. Initiates and coordinates goals, deadlines, and projects for their department. Evaluate and update SOPs for each team position, automating all necessary areas to improve the overall process. Structure the Department in a manner that improves communication such as team huddles and TL meetings. Actively participate i
• Client Recovery: Responsible for effective collaboration with CX/Escalations teams to ensure all client concerns within team scope are effectively addressed and resolved.
• Data & Metrics: Resolves administrative problems by analyzing information; identifying and communicating solutions. Work closely with the Director of Operations to identify and collect necessary data and display metrics to teams as well as assisting in determining monthly goals and production incentives. Utilize Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) to drive optimal outcomes for the department.

PROJEcts TEAM LEAD - Trajector Medical

(2024-02 - 2024-09)

• Assisting department head by identifying work procedures in a priority manner and expediting workflow.
• Prioritizing workflow and communicating priorities effectively with team members.
• Identifying workload of all given areas and shifting personnel to areas where additional personnel is needed.
• Examining work for exactness, neatness, and conformance to policies and procedures.
• Studying and standardizing procedures to improve efficiency of team members.
• Maintaining harmony among workers and resolving grievances at manager level.
• Sharing the cultural concepts of situational leadership and facilitating the application of the transition to situational leadership.
• Monitoring team member productivity, efficiency, and accuracy of all processes.
• Assisting employees with work process problems.
• Performing other work-related duties as assigned.

CET STRATEGY TEAM LEAD - Trajector Medical

(2023-03 - 2024-02)

• Delegate tasks and set deadlines.
• Responsible for managing, supervising, and motivating team members daily.
• Served as point of contact for other departments regarding strategy and CET.
• Knowledge of Medical Terminology and Anatomy.
• Monitor team performance and report on metrics.
• Serve as resource for strategy related questions.
• Tracking deadline and moving cases forward.
• Lead meetings with other departments to discuss process changes and resolutions.
• Assisted with developing the new QA role for the Claims Evaluation Team (CET).
• Motivate team members to achieve goals and strengthen skills.
• Complying with and upholding HIPAA guidelines.
• Performing other duties as assigned.

CET strategist - Trajector Medical

(2022-01 - 2023-03)

• Review medical records.
• Create claim strategies for clients.
• Writing level-one documents to include lay statements.
• Knowledge of Medical Terminology and Anatomy.
• Responding to emails from staff.
• Serve as resource for strategy related questions.
• Tracking deadline and moving cases forward.
• Complying with and upholding HIPAA guidelines.
• Performing other duties as assigned.

Intake support representative - Trajector Medical

(2021-07 - 2021-12)

• Made outbound calls to Veterans who needed assistance with their VA benefits.
• Answered inbound calls for prospective clients providing them with service information.
• Advised Veterans on specific documents needed to ensure we could assist.
• Helped Veterans understand their disabilities connected to their time in service.
• Kept a close relationship with clients to ensure they were thoroughly assisted and followed up with them regularly.
• Advised Veterans on the company's payment policies and how the receiving service-connected benefits worked.
• Became one of the top-selling representatives in the company.

Customer care/sales representative - THE MARK TRAVEL

(2016-07 - 2019-06)

• Made outbound calls to prospective clients for vacation packages.
• Answer inbound calls for prospective clients providing them with service information.
• Make dream vacation reservations for clients.
• Advise clients on modifications to their travel itineraries.
• Handle modifications with Southwest Airlines.
• Aid with current reservations.
• Resolve clients' complaints and ensure calls are handled in a professional and prompt manner.
• Became a top seller my first day out of training.
• My overall sales surpassed $200,000 in vacation packages.
• Became a trainer within 2 months of hire.

Bachelor's degree - Healthcare Business Administration - WESTERN GOVERNOR'S UNIVERSITY (2024)

High school diploma - land o lakes high school (2008)