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 processes for improved service to Farmers Insurance customers.• 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