Dezirae Dotson
Antioch
Summary
Results-driven Senior Business Operations Coordinator specializing in data analysis and quality assurance. Enhanced database integrity and operational efficiency through strategic corrective actions, which improved user retention. Focused on delivering exceptional customer service by utilizing strong communication and conflict resolution skills to foster loyalty and satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Cigna
Remote
08.2025 - Current
- Resolved customer inquiries promptly using CRM software, enhancing service efficiency.
- Guided team members on best practices for handling complex customer issues.
- Analyzed customer feedback to identify trends and improve service delivery.
- Developed training materials to enhance onboarding process for new representatives.
Senior Business Operations Coordinator
Optum
Remote
11.2022 - Current
- Managed provider and facility data, enhancing database integrity and quality assurance standards.
- Extracted and reported data for analytical projects, supporting informed performance evaluations.
- Assisted in audits and initiatives to improve data quality across systems.
- Assisted in audits and initiatives, improving data quality across systems and ensuring compliance.
Senior Business Operations Coordinator
Optum
02.2023 - 07.2025
- Completed all day-to-day production activities for assigned projects and programs.
- Supports production team to make sure all medical treats are complete.
- Meet all requirements and performance each day and maintain up to date process documentation for all products and workflows they are assigned to support the team.
- Obtained permit for employment with Optum/United Healthcare.
Senior Credentialing Specialist/ Analyst
Cigna
03.2018 - 01.2023
- Accountable for all functions of initial review of onboarding process to ensure physicians meet health plan requirements for contracted employment.
- Processes provider applications by reviewing for credentialing, loading, and contract requirements.
- Ensured compliance with CIGNA, NCQA, and state mandates defined by policy and procedures.
- Gathers provider's information, updates customer workflow tool, and communicates with providers.
- Discrepancies associated with provider information submitted may require telephonic outreach to validate and verify Health care professional's credentials.
- Discrepancies associated with provider information submitted may require telephonic outreach to validate and verify Health care professional's credentials.
- Documented findings and prepared recommendations for implementing new systems, procedures, or organizational changes.
- Document findings of study and prepare recommendations for Implementation of new systems, procedures, or organizational changes.
Credentialing Specialist
Centerstone
Madison, TN
01.2016 - 01.2018
- Reviewed and verified provider applications, enhancing accuracy and reducing processing time.
- Coordinated credentialing processes for healthcare providers, ensuring compliance with industry standards and regulations.
- Maintained credentialing database, ensuring up-to-date information for all licensed professionals.
- Developed training materials for new staff, fostering understanding of credentialing procedures and policies.
Education
Bachelor of Business Administration - Business Administration
Strayer University
Nashville, TN01-2018
Skills
- Customer insights
- CRM systems
- Customer feedback
- Customer satisfaction
- Process improvement
- Workflow coordination
- Attention to detail
- Problem solving
- Privacy regulations
- Account management
- Client onboarding
- Claims processing
- Customer relations
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- real estate
Timeline
Customer Service Representative
Cigna
08.2025 - Current
Senior Business Operations Coordinator
Optum
02.2023 - 07.2025
Senior Business Operations Coordinator
Optum
11.2022 - Current
Senior Credentialing Specialist/ Analyst
Cigna
03.2018 - 01.2023
Credentialing Specialist
Centerstone
01.2016 - 01.2018
Bachelor of Business Administration - Business Administration
Strayer University