• Directs the daily operations of the Board’s Alternative to Discipline program• Provide oversight and direct the activities including research, interpreting and implementation of the Nurse Practice Act• Monitors the Program’s Case Managers to ensure Maryland Board of Nursing operating standards are in compliance with NPA, NLC, and NCSBN Analyze each program referral to determine if the constituent meets criteria for admission and direct the Program staff to process the referral• Conduct informational searches MVA, Maryland case search, Nursys, MYLO and work/wage information for compliance monitoring• Compile a monthly compliance report for licensee/certificate holders for Director, Executive Director and Board Members review• Conduct comprehensive and detailed internal program audit with the Director of Enforcement on an annual basis and intermittently as directed• Manage special projects and other duties as assigned to assure smooth operations and workflow for the department• I.e., Operation Nightingale• Established processes to ensure efficient workflow throughout the program.• Organized special events such as conferences or training sessions for employees.

• Processing of all new complaints• Initiate appropriate contact letters, subpoenas, and witness letters, to request documentation that will support or refute violations.• Maintain multiple tracking logs to keep accurate data of several different complaints and investigative processes.• Assemble, scan and store files at varying stages of the investigation process.• Complete initial contact letters regarding incoming investigations.• Prepare investigative files related to Board Committee’s ROI review sessions of investigative reports• Provide support with internal research, interview and reports surrounding Operations Nightingale• Retrieve documents from outside agencies, as needed to facilitate the investigative process• Collaborate with the complaints and investigations team to ensure a smooth flow of complaints through investigations.

• Process new business applications for single, residential, commercial, and service laterals• Operate CC&B to obtain customer information• Utilized CRM software to track and document all customer interactions and follow-ups• Conducted follow-ups with customer to ensure complete resolution and satisfaction• Providing customer service via email /phone for inquires• Maintain jobs for Gas Abandonment, Gas Availability and Gas Removals• Managed and updated customer accounts, ensuring accuracy and confidentiality• Set up new consumption accounts for business owners and residential customers• Participated in weekly training sessions designed to enhance job knowledge, increase productivity, and develop professional skills.

• Documented and distributed incoming claim files• Determined liability, compensability and benefits due on each claim.• Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.• Entered appropriate account notes in billing system to clarify actions taken to reconcile claims• Examined claims, records and procedures to grant approval of coverage.• Checked documentation for appropriate coding, catching errors and making revisions.• Organized and maintained filing systems for documents and records.• Entered data into databases accurately and efficiently.• Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.

• Contribute to team SLA accuracy rates • Collaboration with other departments to support the customer needs• Identified and escalated priority issues • Handled inbound customer inquiries via phone, email and chat resolving issues efficiently and professionally.• Provide additional support to other facets of customer care department• Maintain an inbound call accuracy rate of 99.74% and higher • Exceeded department accuracy quotas based on daily, weekly, and monthly • Top performer inbound promotions i.e., Captain Morgan Cannon Blast

Manage and trained a staff of 10 to 12 associates to company standards• Responsible for all opening and closing functions of till cash register operations• Cultivate relationship with local bank to ensure proper handling of funds• Scheduled interviews for potential candidates and conducted reference checks prior to hire.• Execute bi-weekly marketing and brand guide, including the merchandising of floor sets andordering of merchandising materials for retail displays• Conduct monthly reviews for associates to help measure their growth• Monitored staff performance and addressed issues.• Contribute to daily, weekly, and monthly gross merchandise value• Summit weekly payroll• Coached, mentored, and trained team members in order to improve their job performance.