Kelli Todd, B.S. Email & Phone Number

• Utilized advanced fraud detection tools and techniques to analyze transaction patterns and identify anomalies, reducing fraud-related losses by 30% year-over-year.• Conducted in-depth investigations into suspected fraudulent activities, leading to the successful identification and resolution of over 150 cases annually with a 98% accuracy rate.• Developed and maintained comprehensive reports and dashboards using Tableau and SQL, providing actionable insights to senior management and improving fraud detection capabilities.• Implemented new fraud detection algorithms and improved existing ones, leveraging machine learning and data analytics to enhance predictive accuracy and response times.• Collaborated with cross-functional teams, including compliance, legal, and IT departments, to develop and implement effective fraud prevention strategies and controls.• Trained and mentored junior analysts on fraud detection methodologies, investigation procedures, and regulatory compliance, enhancing team competency and effectiveness.

• Demonstrated superior problem-solving and critical thinking skills, consistently achieving a 95% customer satisfaction rating while resolving complex customer issues within an average of 24 hours• Directed and managed online live chat, email correspondence, and phone inquiries, handling an average of 200+ customer interactions per day with a response time of under 5 minutes• Conducted insightful and empathetic phone conversations with clients, fostering positive relationships and significantly elevating the overall customer experience• Collaborated seamlessly with cross-functional internal teams, leading to a 15% reduction in service delivery time and a 10% improvement in operational efficiency• Analyzed customer interaction data to identify trends and opportunities for process improvements, driving increased efficiency and satisfaction• Proactively addressed potential issues before escalation, reducing escalation rates by 30% and demonstrating a commitment to proactive problem resolution and customer loyalty

• Cultivated and maintained strong client relationships, resulting in a 25% increase in customer loyalty and a 20% rise in client retention rates through exceptional service and personalized attention.• Interfaced with diverse stakeholders, including HR/payroll teams, state representatives, and medical offices, using varied communication methods to resolve 95% of inquiries effectively.• Collaborated with internal payroll teams to guarantee precision and timeliness in employee payments, achieving a 98% accuracy rate and processing payroll for over 100+ employees with a 48-hour turnaround.• Implemented streamlined processes to improve payroll efficiency and accuracy, reducing processing errors by 20% and cutting turnaround times by 15%.• Coordinated with external auditors and regulatory agencies, ensuring 100% adherence to legal and financial standards and passing audits with no discrepancies.• Developed and executed comprehensive communication strategies, addressing 90% of client and stakeholder inquiries within 24 hours and achieving a 95% satisfaction rate in response effectiveness.

• Handled high-volume recruiting, successfully filling 100+ positions per quarter across diverse roles, including high-requisition roles. Reduced average time-to-fill by 25%, achieving a time-to-fill of 30 days or less for 90% of positions.• Developed and implemented innovative recruiting strategies to attract top talent, resulting in a 40% increase in candidate quality and a 20% improvement in candidate engagement.• Demonstrated exceptional project management skills by overseeing up to 10 concurrent projects, achieving a 95% on-time completion rate while consistently meeting tight deadlines and maintaining high-quality standards.• Provided comprehensive administrative support, optimizing efficiency by streamlining workflows and resource allocation. Enhanced team productivity by 20% through the implementation of improved administrative processes.• Coordinated and organized cross-functional meetings and events, increasing team collaboration and communication effectiveness, leading to a 15% improvement in project alignment and outcomes.

• Delivered compassionate care to 6-10 assigned residents daily, ensuring their safety, well-being, and comfort while adhering to facility standards and personalized care plans. Achieved a 95% resident satisfaction rate.• Tailored care approaches align with individualized resident care plans, providing personalized and resident-centric attention that improved overall health outcomes by 15%.• Executed resident care responsibilities efficiently, optimizing daily routines and workflows, which resulted in a 20% increase in care efficiency and adherence to both facility procedures and individualized needs.• Maintained a high standard of care by strictly following facility-specific protocols and guidelines, ensuring consistent and quality care for all residents with a 100% compliance rate in routine inspections.• Monitored and documented resident health metrics and changes, facilitating timely interventions and adjustments to care plans, which reduced emergency incidents by 25%.• Trained and mentored new care staff on best practices and care protocols, enhancing team competency and improving overall care delivery by 30%.