Alyssa Weeks Email & Phone Number

• Aligns customer engagement efforts with business objectives by fostering strong relationships with key stakeholders across sales, marketing, and product teams.
• Implements customer feedback mechanisms to drive product improvements and enhance the overall customer experience.
• Collaborates with cross-functional teams to streamline processes and eliminate friction points in the customer journey, improving efficiency and boosting customer satisfaction.

• Executed comprehensive information analysis using Open-Source Intelligence (OSINT) techniques on social media accounts, extracting crucial details for unbiased reporting. Specialized in high-value and complex claims.
• Designed, planned and presented bi-monthly professional development sessions for 200+ multi-disciplinary investigators, contributing to collaborative initiatives that annually save the company $40 million.
• Performed 15-20% of monthly report audits completed by the Social Media Fraud Analysts, contributing to the development of streamlined processes.
• Facilitated the onboarding training program for analysts, adeptly adjusting training methodologies in real-time to address the distinct requirements of the audience.
• Pioneered biweekly OSINT training, addressing quality assurance and enhancing analytical skills, resulting in a 15% QA score increase in three months.

Olathe, Kansas, United States

• Conducted in-depth information analysis leveraging OSINT techniques on social media extracting relevant data for unbiased reporting and supporting accurate claims valuation.
• Implemented and tested new technology solutions, creating department-specific user guides for seamless adoption and usage.
• Provided mentorship to new hires, optimizing processes and achieving full production one week faster through the implementation of efficient training materials.
• Developed a comprehensive test case for analyst conference to stimulate group discussion and facilitate the exchange of analyst practices.

Olathe, Kansas, United States

• Managed daily performance metrics for Claims Contact Centers, ensuring service standards, customer satisfaction, and staffing optimization through real-time escalations, proactive issue resolution, and intraday.
• Developed a customized Excel macro designed to streamline the skill audit process, contributing to increased accuracy and productivity within the audit workflow.
• Launched and managed an internal social media page to streamline departmental communications and announcements.
• Developed a comprehensive skilling initiative tailored specifically for Customer Service Agents (CSAs) who previously lacked training in managing Tow Calls.

Freeland, MD

• Planned activities to increase goal attainment for individuals in care
• Budgeted monthly funds for activities
• Implemented behavior plan strategies to increase safety for employees and consumers

• Earned a LEND Training Certificate from the completion of weekly trainings.
• Conducted weekly therapy sessions with adolescents.
• Completed psychosocial assessments weekly.
• Planned and presented a parent panel on resiliency and coping strategies.

Kansas City Metropolitan Area

• Trained sales associates on company policies and business operations.
• Completed inventory procedures and trained new staff on inventory processes.
• Provided feedback to management team on store shipment procedures.
• Receive recognition for customer service skills and use of new technology by regional management.

Master Of Social Work - Msw

Clinical specialization in Maternal and Child health. Internship with Kennedy Krieger Institute - Center for Autism and Related Disorders

Bachelor'S Degree, Social Work

Minor in Sociology