John Feeney, Mba Email & Phone Number

Led team of seven employees in a remote and hybrid environment.Served as escalation point both internally and externally.Actively coached, mentored, and developed team.Prioritized team work as needed.Assisted team with day-to-day work as required.Compiled monthly billing reconciliation for finance.Successfully oversaw transition of compliance tasks in short period of time.Updated onboarding process with peer group prior to and during COVID.Created work from home guidelines in tandem with manager for department.Key contributor to culture work group as organization transitions to permanent blended environment.Implemented updated call metrics.Saved company dozens of hours every month through pursuing automated OCR of system generated statements and checks.

Translate client requirements into process workflows.Create detailed test plans for end user interface aspects of BPO work.Work cross functionally to support BPO projects.Write and update BPO procedures.Provide BPO training.Provide death claim training.Act as support for client inquiries and research requests for monthly death claims.Analyzed and standardized monthly death claim processing across all reporting sources.Actively participate in interviews for BPO personnel.

Modernize tracking for client death claims on legacy system.Analyze legacy system death claims for process improvements.Provide transaction entry support to Client Support Specialists.Test end user BPO interface as part of cross-functional implementation team.Create BPO workflows.Write and update BPO standard operating procedures.

Bethlehem, Pennsylvania

Reduced data errors on largest external client by 73%.Implement new client work within department.Operate cross-functionally across departments during new client implementations.Oversee various projects in the department.Coordinate project staffing with department supervisors.Update and maintain department Standard Operating Procedures (SOP).Advise staff how to process exception work.Create training materials on processing client work and internal systems.Train and provide ongoing coaching to department staff.Analyze errors for process improvements and SOP updates.Prepare monthly reports for billing.Investigate and satisfactorily resolve client escalations.Troubleshoot hardware and software used in the department.

Scan incoming client work on high speed scanner.Perform image quality assurance on work based on the client’s Service Level AgreementVerify client work based on rules in SOPs.Escalate any processing or technology issues to management.Acted as team or shift lead on several projects.

Scan incoming client work on high speed scanner.Perform image quality assurance on work based on the client’s Service Level AgreementVerify client work based on rules in SOPs.Escalate any processing or technology issues to management.

Provided customer service in a retail environment.Maintained product knowledge across several departments.Work various merchandising reports to maintain stock level and store presentation.

Master Of Business Administration - Mba, Management

Bachelor Of Arts (Ba), History

Certificate, Business Administration