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.• Analyze and assess information obtained through interviews, observation and inspection.• Using a disciplined approach, identify errors, control deficiencies and process improvement opportunities. Assist management to develop corrective action plans.• Review project documentation and identify risks and controls. Recommend effective process improvements to system controls and processes to mitigate risks and control gaps.• Lead, coach and mentor staff auditors to increase their level of proficiency in internal auditing.Review staff auditors’ work papers to ensure they support conclusions made in fact sheets.• Serve as supervisor for less experienced auditors.• Communicate results in both written report and oral presentation, as appropriate.

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. • Perform phone/email outreach to BCBSNC vendors and business partners to resolve service issues.• Educate and encourage customers on the use of alternative delivery channels (i.e. self-service, web).• Identify and communicate the process, product or systems improvement opportunities to improve the overall stakeholder experience.• Interface with local, state and federal governmental entities and plan participants regarding BCBSNC products, services and policies• Act as a technical resource for the team; provide assistance on system issues, work processes and procedures.• Review customer needs and delivery commitments and review with team members.• May represent the department on corporate projects.• Provide coaching and development feedback to the team. • Identify trends, determine root causes, and initiate appropriate action to resolve issues.• Respond quickly and accurately to escalated issues from clients and customers.

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.• Designed customer feedback mechanisms to gather ongoing information about business processes. Analyze results and creates plans to address weaknesses.• Developed and maintained reporting tools for use in measuring business area performance against metrics/industry benchmarks and ensuring data integrity and systems stability in support of operations management.• Provided timely and accurate access to data, distribute reports and present/explain results to business area supported as well as to other BCBSNC areas. Work with trainers to develop training programs that target problem areas.• Used industry standard analysis techniques such as data flow modeling, use-case analysis, workflow analysis, business process mapping, functional decomposition analysis/or financial ROI modeling for initiatives that are at an intermediate level. • Supported business vendor relationships by documenting business issues, determining project needs, and supporting training as needed.• Performed peer reviews of less experienced analysts’ work as needed.

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 ensure prompt resolution and response to customer inquiries. • 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 to ensure prompt resolution and response to customer inquiries.• 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.• Worked collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs. Promote programs, making sound decisions to apply the most appropriate “stakeholder-centric” course of action to respond to needs.• Educated and encouraged customers on the use of alternative delivery channels including self-service, web, etc.• Successfully utilized added knowledge of product types, functional and/or technical skills to provide solution focused service to our customers on more complex insurance questions and issues.• Understood and communicated complex concepts to members, providers, and colleagues in verbal and written form.• Displayed leadership through all actions both internally and externally.

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 requests, scheduling, performance evaluation, disciplinary actions as necessary including terminations.· Trained my team on customer service and selling techniques, ensured monthly quotas for personal loans, credit cards, home loans, and bank accounts were met.· Performed weekly and end of month reporting to send to senior management.· Identified areas for improvement, developed and implemented best practices and continued to improve efficiency of team.

Bachelor'S Degree, Accounting

Diploma, Regular/General High School/Secondary Diploma Program