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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLEEMAIL AVAILABLESkills & AbilitiesAnalytics, SQL Software, SAS, AML, BSA, Microsoft Office, Fraud, Critical Thinking, Reporting, Trend Analysis, Business Processes, Map Processing, Process Improvements, Strategic Planning, Business Initiative Strategy, Call Center Operations, Financial Analysis, On-boarding, Call Quality Assurance, Risk Management, Credit Risk, Market Risk, Interest Rate Risk, Foreign Exchange Risk, Liquidity Risk, Sales Risk, Compliance and Regulatory Risk, Enhanced Due Diligence Compliance, Customer Due Diligence, Case Management, Data Entry, Cross-Functionally Lead, Vendor Relations, Outsourcing, Technical Skills, Positive Attitude, Leadership, Time Management, Performance Management and Communication Skills.ExperienceBusiness Process Outsource Supervisor and Trainer 08/2015 -- PresentCharlotte, NCAssist Operations Manager with daily operational and financial needs including administrative support, clerical tasks, and monitoring, controlling, and managing customer and client relationships. Responsible for managing 20-30 Customer Care agents specializing in different lines of businesses. Provided support with customer escalations, providing performance feedback based upon observation and statistical reporting. Documented successes, challenges and developed performance improvement plans for marked improvement which are specific, measurable, attainable, relevant and time orientated. Presented performance reviews on a weekly, monthly and yearly increments as applicable and implemented raises for agents if applicable as well. Implemented corrective action as needed when performance dictates up to and including discharge from employment. Other duties include project management, workforce management functions, service levels, hiring and recruiting, conduct training conducive to corporate objectives, hold team meetings at agent and management level, analyze reporting and statistics to determine fact-based information regarding results, implement actions to improve and ability to speak to independent metric variables.Assisted with the launch of the Temple, Texas TTEC site with Operation ManagerAssisted with the launch of the NC Medicaid Line of BusinessSystem Proficiency: Qfiniti, Behavior Analytics Quality Assurance Platform, SharePoint, Customer Feedback Portal#1 performing Team Lead out of 9, pertaining to overall metrics and goals from April 2018-Present.Creates a team culture of inclusiveness, transparency, and approachability in all scenarios.Recognized by the United Healthcare organization for consistently meeting the Quality Assurance Goal of 97% for six consecutive monthsWithin the last two calendar years I have developed 5 agents into leadership roles for the program.Historical achievement through coaching and performance managementLiaison for AZ/MI health plan for calls.Addition ResponsibilitiesCompetent and fluent in 4 different Line of Businesses on the Medicaid United Health Service UHC Community and State account including NY/NJ, AZ/MI, FL/RI and NY EPP/CHP BILLING.Subject Matter Expert in the NY/NJ, AZ/MI, FL/RI and NY EPP/CHP BILLING Lines of Businesses.Lead Trainer in NY/NJ, AZ/MI, FL/RI and NY EPP/CHP BILLING Lines of Businesses responsible for facilitating curriculum, meeting training expectations as wells as goals.Redesigned the training curriculum for the C&S NY/NJ, AZ/MI and NY EPP/CHP BILLING Line of Business.Business Fraud Analyst, PNC. 06/2010 05/2015Dayton, OHPossess good working knowledge of operational risk functions, including regulatory E requirements and able to provide back-up support and training.Processed disputes and fraud claims in accordance with banking policies and guidelines such as KYC, CDD, and EDD compliance.Analyzed and identified potential fraudulent situations and suspicious activity through the monitoring of credit card alerts and deposit accounts.Conducted follow up research to validate transactions and gather additional details or documentation.Worked independently resolving issues that required in depth investigation and/or research.Managed the deposit claims queue in Salesforce meeting regulatory requirements.EducationWestern Kentucky University Kentucky B.B.M Business Management - 2009Sinclair Community College Ohio Associate in Network Accounting - 2007ReferencesUpon Request |
