Experience
Molina Healthcare, Inc.
Sr. Business Analyst
Remote
May 2023 - Present
Awarded the Claims Department 2023 Q4 Spotlight Award for my exemplary dedication & work ethic
Designed and implemented a comprehensive Excel workbook linked to an 80+ slide PowerPoint presentation, facilitating monthly updates on Claims Operations metrics for state health plan executives and finance and actuary teams. Delivered precise and meticulously crafted reports crucial for necessary strategic decision-making
Created and manage SQL queries in Databricks Azure for streamlined Claims Operations reporting, optimizing data retrieval processes
Regularly create and present routine and ad hoc reports for Claims Operations senior leadership, ensuring prompt insights and delivering high-quality reporting
Elavon, a U.S. Bank Inc. Subsidiary | Robert Half
Fraud Investigator
Knoxville, TN | Contract
April 2023 - May 2023
Trained on fraud investigation practices, risk & compliance procedures for Elavon merchant account processing
Temporary Contract via Robert Half
IGT Solutions | RocketMiles, on behalf of CitiTravel
Senior Analyst, Workforce Management Supervisor
Knoxville, TN
July 2022 - November 2022
Headed workforce management department for Knoxville site
Developed and maintained scheduling for 60+ agents in 12-hour daily period across 2 lines of business
Performed routine and ad hoc reporting via Excel for multiple accounts in US region for training throughput, production staffing, and other performance KPI’s
Utilized SAP ERP software for time-sensitive monthly activity work progress reports to submit for multiple departments
Created standard operating procedure documentation for multiple departmental and account-specific processes and procedures
IGT Solutions | Agero, on behalf of USAA
Senior Analyst, Quality Assurance Supervisor
Knoxville, TN
May 2022 - August 2022
Supervised and led a team of 8 QA’s who oversaw 150+ agents for a major roadside assistance BPO client
Aggregated, cleaned, and analyzed agent-customer interaction audit data from SQL Reporting Server
Liaised with client-vendor management and internal leadership teams to provide reporting on trends and agent behaviors discovered during audits
Developed and streamlined multiple internal evaluation and auditing processes for Quality Team using Six Sigma DMAIC methodology
IGT Solutions | Agero, on behalf of USAA
Quality Analyst
Knoxville, TN
October 2021 - May 2022
Led project to create a knowledge base for Quality Team to house team-specific processes and procedures
Chosen as lead Analyst to oversee audits for USAA sub-account
Audited customer-agent interactions to ensure compliance with client standards and procedures
Utilized Excel to develop data-driven agent performance analyses to assist leadership team with performance tracking
Avant | HSBC Bank USA / TD Bank
Senior Loan Specialist
Oak Ridge, TN
February 2021 - October 2021
Facilitated over $2 million in unsecured personal loans for HSBC Bank USA and TD Bank per loan process guidelines
Analyzed customer information and financial documentation per loan process guidelines and state/federal regulatory compliance standards
Maintained high KPI's, including high Quality Assurance scores, with minimal performance errors
Responsible for concurrently handling Loan Originations, Loan Servicing, and Collections duties for Amount/Bank Partner(s)
Designed multiple data trackers and a dashboard in Google Sheets to analyze team performance and analyze potential application trends
Paradym
Client Success Advocate
Knoxville, TN
January 2020 - September 2020
Provided technical and product support to clients for SaaS social media marketing and content delivery tools
Performed new client training and engagement to demonstrate value and potential applications of products
Used cloud-based scheduling tools to help coordinate product training sessions for new and existing clientele
Avant | Regions Bank
Loan Originations Specialist
Oak Ridge, TN
May 2018 - January 2020
Analyzed customer information and financial documentation per loan process guidelines and state/federal regulatory compliance standards
Maintained high KPI's, including high Quality Assurance scores, with minimal performance errors
Trained in Loan Originations on multiple client products
Designed multiple data trackers and dashboards in Google Sheets to examine individual and product performance and analyze potential application trends
Coordinated with training department to help facilitate incoming employee training and process development
Old Chicago Pizza & Taproom
BOH Trainer
Clarksville, TN
September 2015 - July 2017
Trained and upskilled new and existing BOH staff on various processes and duties, including proper food storage, equipment usage, and area sanitation procedures
Responsible for weekly inventory audits and receiving deliveries
Helped restaurant management facilitate over $3 million in gross sales in 2016
Travelled to multiple locations to assist with coverage gaps and training