Alice Y. Email & Phone Number

Palo Alto, California, US

• Support senior management in overseeing the money transmitter license (MTL) program by compiling all critical regulatory documents, ensuring their thorough review and subsequent approval
• Facilitate seamless collaboration with cross-functional teams, working together to source the necessary data and fulfill various reporting requirements, ensuring compliance with regulatory standards and operational needs
• Leverage the specialized knowledge and insights of MTL consultants to address and resolve action items originating from the Nationwide Mortgage License System (NMLS) website and communications from state regulators
• Keep the senior leadership team and relevant stakeholders informed by providing clear deadlines and regular status updates, while also conducting thorough reviews of deliverables to maintain quality and accuracy

Palo Alto, California, US

• Enhanced and transitioned the escheatment workload to the Finance team, offering comprehensive historical knowledge to ensure seamless continuation of operations
• Proactively engaged with key stakeholders regarding regulatory readiness on processes and documentation in anticipation of upcoming state examinations and external visits
• Played a crucial role in managing the Policy Council, Policy Governance, and various other committees by providing valuable assistance to the team leads and contributing to the effective functioning of these groups.

Palo Alto, California, US

• Organized meeting schedules, recorded comprehensive meeting minutes, and provided effective project management oversight to steer the progress of various initiatives
• Served as a central coordinator for independent audits from external vendors and due diligence questionnaires from payment processors and banking partners
• Initiated annual company-wide call tree exercises for business continuity planning (BCP) committee, identifying areas for improvement and implementing follow-up actions to enhance preparedness and response
• Assumed a supportive role during backlog periods by efficiently triaging customer tickets and conducting comprehensive reviews of account takeover cases
• Planned and executed quarterly social events and team swag Projects:-2021 TrustArc privacy certification. Earned Truste badge displayed on Mercari website.

Palo Alto, California, US

• Managed 4 overseas employees who provided evening shift coverage for US T&S team’s duties (such as Sift Science payment reviews, Ethoca and Verifi fraud alerts on Braintree, Paypal disputes and Zendesk tickets)
• Supervised 14 Manila outsourced contractors focused on risk reviews such as direct deposit requests and same day rating transactions
• Monitored Helpshift and Zendesk SLA (service line agreement) metrics for performance assessments
• Created and maintained procedural training materials on various T&S tasks for Manila, Japan and US team members

Palo Alto, California, US

• Observed potential issues and fraudulent trends by reviewing direct deposits, transactions and users’ Helpshift tickets
• Improved customer experience by making process changes, requesting new templates, and reporting findings
• Prepared for the onboarding of Business Process Outsourcing (BPO) agents in Manila by creating new standardized templates, revising Help Center FAQ Risk articles, and developing training materials covering T1 level.
• Conducted QA on Manila's team members' performance to ensure set benchmarks are met

San Francisco, California, US

• Contacted at least the minimum daily quota of 100 applicants in cities across the United States (i.e. Seattle, New York City, Washington DC, Chicago and San Francisco) by phone
• Scheduled potential couriers for group orientation and onboarding sessions in team's internal system
• Generated confirmation emails and answered any general questions in team's email inbox everyday

San Francisco, California, US

• Facilitated meetings, created meeting agenda/packets, write minutes and follow up on recommended actions for hospital groups: Performance Improvement, Hospital Clinics, Radiology, Multidisciplinary Practice.
• Performed daily concurrent review and quarterly data abstractions of cases with a diagnosis of acute myocardial infarction (AMI), congestive heart failure (CHF) and pneumonia (PNA) cases to ensure physician compliance.
• Performed multiple PI projects focused on identifying and analyzing various workflows in the hospital to drive and implement strategic improvement initiatives
• Oversaw physician departmental peer review process and entered case review results into SoftMed (3M) system
• Collected and analyzed data related to quality indicators (i.e. mortality, readmission, and transfer) for On-Going Physician Performance Evaluation (OPPE) reports
• Participated in hospital and laboratory tracers for Joint Commission accreditation surveys

San Francisco, California, US

• Moderated users' postings to ensure appropriate content on the company’s forum aligned with guidelines
• Monitored trends within online community and provided feedback to supervisor

San Francisco, CA, US

• Entered new professional and UB claims into Facet database which was accessed daily by others
• Created digital copies of original claims from providers, hospitals, and facilities for an improved record keeping system
• Retrieved hard copies of claims from TELA OCR system for medical review
• Sent out monthly reimbursement checks to providers and hospitals to ensure timely payments for services

San Francisco, CA, US

• Researched members' eligibility and dates of services using HostAccess & Facets programs
• Entered provider disputes claims and updated statuses on Access database
• Sent providers' appeals to Claims Department for reimbursement adjustments
• Wrote and sent formal acknowledgment, payment and resolution letters to providers on behalf of the PDR department

Bachelor'S, Biological Sciences & Psychology

Associate'S Degree, Health Information Technology

Certificate Of Accomplishment/Achievement, Health Information Clerk I, Child Development: Administration, Microcomputer Accounting