⦁ Excelled in a high volume fast paced call center meeting or exceeding personal metrics. ⦁ Helping Providers with Authorizations giving benefits, dealing with Claims and so much more⦁ Maintaining a good relationship with Pod and Division clinical teams⦁ Keeping track of events and policies that affect my peers and disseminating that information to keep everyone informed⦁ As a care coordinator I assist our member's in all their health insurance needs. Such as, building authorizations for procedures, finding in network providers for them to see, navigate claim issues, and much more⦁ Provides exceptional customer service to patients and providers to lower health care cost and build long lasting relationships. ⦁ As an advocate for the patient, I process precertification and referral requests, and coordinate healthcare services between patients, providers, Third Party Administrators, and Pharmacy Benefits Managers while assisting patients in understanding the healthcare processes.

AidVantage US Department of Education (Remote)⦁ Senior-level position within the customer service family. Delegate work assignments, taking into consideration the daily workload and skill level of team members.⦁ Monitor calls of the team to ensure that regulations and compliance are met with standards for quality and customer service.⦁ Provide training and mentoring team members. Act as a liaison for requests within and outside of the department.⦁ Identify trends and recommend problem prevention strategies for department consideration. Responsible for work delegation, training, and/or quality assurance⦁ Identify opportunities for improvement of procedures and processes and recommend solutions.⦁ Provide technical guidance to improve the performance based on monitoring and the outcomes of the quality assurance process.⦁ Support direct operations of the work team (such as customer calls, making complex adjustments, or other loan servicing activities) as necessary.⦁ Identify trends in department workflow and in the accuracy of the department’s work. Provide recommendations for improving the work team or department’s performance, efficiency, or workflow.Consumer Financial Protection Bureau⦁ Federal Public Trust Security Clearance 5C⦁ Responding to numerous consumers while creating a positive experience for those who have been negatively impacted by a financial institution⦁ Proficient in QA and scrubbing narratives to eliminate PII ⦁ Adhering to privacy rules as Directed by the Consumer Financial Protection Bureau and the Federal Government⦁ Maintaining up-to-date knowledge of regulations and policies as they apply to the financial programs we service⦁ Completing all assigned training as necessary⦁ Advocating for the customer hearing out each situation and working to help with a resolution or provide an update as needed⦁ Respond to customer escalations originating utilizing autonomous decision-making as appropriate to solve difficult issues

⦁ Conducts in-depth investigations of suspicious transactions to identify and prevent fraudulent activities, mitigating losses and ensuring compliance with regulatory guidelines.⦁ Evaluates data and patterns to detect emerging fraud trends and present findings and recommendations to management. ⦁ Analyzes customer accounts to identify suspicious activities, including account takeovers, identity theft, and fraudulent applications.⦁ Researches strategies to counter fraudulent schemes and enhance fraudulent prevention processes.⦁ Works collaboratively with colleagues and management to optimize fraud detection rules and algorithms to enhance the effectiveness of the early fraud detection systems.⦁ Develops and maintains comprehensive fraud resources and reports.⦁ Serves as a point of contact for clients regarding potential fraud concerns, provide prompt resolution and maintain a high level of client satisfaction.

• Responsible for all sales to singular clients as well as corporate clients B2B⦁ Negotiated pricing with vendors regarding wholesale billing and marketing procedures⦁ Ensure employees adhere to Safety guidelines and reinforce daily safe work practices. Perform guided weekly safety meetings.⦁ Created company's' employee manual including training and development⦁ Ensure staffing, training, coaching and development for employees⦁ Self-starter with a proven ability to take initiative, Spearheaded expansion and development initiatives in Palm Beach County, Florida⦁ Investigated and resolved customer inquiries and complaints in an empathetic manner and solved unresolved customer issues⦁ Provide leadership and direction to Traditional Quality resources in executing a strategy for improvement in customer satisfaction (NPS), product and services quality, technical regulatory⦁ Took startup with an investment of $10,000 and $0 revenue to $425,000 in revenue while maintaining 18% growth per year⦁ Implemented Marketing, promotions and Events which resulted in increased brand growth and market share⦁ Negotiated with Local and state government like Palm Beach County Commissioners and the Airport Authority to change the rules and regulation affecting the limousine industry

⦁ Networked and interacted with local, national and international associations to optimize industry connections⦁ Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways⦁ Supervised and coordinated activities for Staff during annual training seminars⦁ Conducted one-on-one tutoring sessions for new employees⦁ Point of contact and contracted negotiations for conventions of Fortune 500 companies⦁ Involved in top-level strategizing, forecasting and budgeting that assisted in allocating resources and planning performance.⦁ • Identified and anticipated needs and make recommendations for implementation.⦁ Negotiated the sale of used Transportation equipment to foreign markets⦁ Worked with following resorts: The Breakers Hotel, Trumps Mara Lago Country Club, The Four Seasons in Palm Beach, Florida and The Ritz Carlton in Manalapan, Florida