Patrick Harvey Email & Phone Number

Sun City, Az, Us

Greater Phoenix Area

•New Billing system did not have a limit of authority on manual refunds which caused compliance concerns for USAA leaving the company exposed to financial loss. Collaboratively worked with key stakeholders and came up with a strategic solution to limit USAA’s risk around manual refunds. Wrote detailed business requirements, features, and stories in rally to prioritize work with IT. Developed a new process for manual refunds by introducing a hard stop in new billing system for a limit of authority to send refunds to members. This reduced refund errors by over 30% and reduced operational losses over 1 million annually. •Transitioning over 12 million members to a new developed billing system. No data reporting on increased call volumes to the call center as we transition to new billing system. This could result in operational risks and financial loss to USAA. Created a data dashboard in Tableau to monitor billing call volumes as we transitioned to new billing system. Identified emerging risks and compliance concerns with new billing system by monitoring billing call volumes as USAA transitioned 12 million members to new billing system. Reduced risks by 30% and implemented numerous process improvement projects to save USAA money.•Researched emerging trends and pulled data to identify risks involving members billing statements. Identified a risk that members who are on a pay in full balance, the statement is not reflecting it accurately causing increased calls to the call center and increased cost to USAA. Developed features and stories in Rally. Wrote detailed business requirements to work with key stakeholders on implementing a strategic fix for billing statements. Initiated working group with key stakeholders to analyze data and develop processes to enhance the billing statement. Reduced billing call volume complaints by over 15% by enhancing the billing statement to accurately reflect amount owed for members property and casualty insurance products.

Master Of Science In Psychology, Psychology

Bachelor'S Of Science In Business, Business, 3.68