Doris Morrison Email & Phone Number

Durham, NC, US

• President of FlexNet (Diversity Equality & Inclusion)
• Perform, oversee and/or validate audits at a global level for a specific type of claim that are due back to the Office of Personnel Management and the Director's Office in Washington, DC.
• Assist external auditors that come on site for various recurring audits.
• Attend project/team meetings to keep informed of audit activities, issues and decisions and advise on risk/control matters.
• Document processes and control points using narratives and flowcharts (when appropriate).
• Assess and rank business process risk, using the risk based audit approach.

Durham, NC, US

• Vice President of FlexNet (Diversity Equality & Inclusion), Change Ambassador, Peer to Peer coaching
• Seeks and gathers information for trending and identifying training needs.
• Identifies areas for process improvement.
• Acts as a subject matter expert and may serve on varied project teams to represent the department or be asked to provide in-person customer service
• Support and be committed to the mission, vision, and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers
• Utilize probing and creative problem solving as well as critical thinking skills and the ability to analyze more complex and ambiguous information to resolve all customer inquiries on the first contact.

Durham, NC, US

• Elicit, documented and tracked requirements for changes to business processes, policies, information, and information systems for intermediate level business problems.
• Developed and elicited requirements for departmental and some corporate projects as requested by internal/external customers; prepare the business and functional requirements.
• Communicated and validated requirements with stakeholders and identified SMEs.
• Collaborated with project teams to adhere to solution scope and maintain requirements traceability.
• Supported and executed business readiness activities including the communication plan to support changes to technology, processes, and people.
• Developed new procedures, specifications for system changes or recommendations for product and/or process changes. Facilitate the implementation of changes with management and staff.

Durham, NC, US

• CEO Award Winner 2018, Service Gala Award Winner 2016&2017, Top Contributor 2016&2017
• Support and be committed to the mission, vision, and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers.
• Utilized probing and creative problem-solving methods to resolve foundational customer inquiries on the first contact. Document corrective measures and provide instructions as needed to internal business areas to.
• Ensured final disposition of each inquiry in a timely manner while systematically documenting detailed customer information relevant to each customer contact. Provides instructions as needed to internal business areas.
• Identified and obtained information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary.
• Identified, understood and anticipated customers’ unexpressed needs and concerns in a caring manner.

• Lake Norman Security | August 2007 - May 2014 | 6 years 9 months | Statesville NC
• Professionally monitored alarms, video surveillance and two-way communications for subscribers.
• Successfully handled a heavy call volume where I trained my team to deliver excellent customer service, maintain up-to-date records on all customers, and keep call times under company standard.
• Human resource responsibilities by approving time off request, ensuring we always had necessary coverage on the floor, and scheduling CSRs.
• Responsible for setting up new security system accounts, provided monitoring services on accounts payable and receivable, and acted as collections for overdue accounts.
• Successfully build client relationships by coordinating specialty events, ensure service delivery was stellar, and overall satisfaction exceeded the client’s expectations.

Charlotte, North Carolina, US

Provided excellent customer service· Supervised and coordinated daily activities of tellers.· Set up new service accounts and provided monitoring services on accounts payable/receivable. Also collected on overdue accounts and distributed loans.· Human resource duties by interviewing, hiring, processed onboarding paperwork, processed I-9s, managed time off.

Bachelor'S Degree, Accounting

Diploma, Regular/General High School/Secondary Diploma Program