Experience

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  Prime Therapeutics

  • Minnesota, United States

  • Issue Manager

    • Feb 2023 - Present
    • Minnesota, United States

    - Attends and leads daily triage meetings to identify acute or systemic Issues affecting Medicare, Medicaid, and CHIP Clients and Members- Determines the remediation pathway(s) for identified Issues- Coordinates resolution with Case Team of SMEs, including Compliance- Tracks Issue cases in Salesforce; assigns Actions to Case Team and monitors to completion- Facilitates and leads ad hoc meetings with SMEs to identify roadblocks and next steps- Meets Client-specific Performance Guarantees as well as internal TATs

• 

  Newrez LLC

  • Fort Washington, Pennsylvania, United States

  • Registration Analyst

    • Jul 2020 - Feb 2023
    • Fort Washington, Pennsylvania, United States

    - Executes data quality and content review of mortgage loan submissions for accuracy and compliance with state and federal regulations- Performs COC requests- Reviews and analyzes AUS and credit report information- Communicates with Brokers to identify and resolve compliance issues

• 

  Better Business Bureau of Eastern Massachusetts, Maine, Rhode Island & Vermont

  • Marlborough, MA

  • Director Of Customer Care

    • May 2014 - Feb 2020
    • Marlborough, MA

    - Monitored data quality of over 400,000 electronic records, including review for completeness and adherence to formatting- Identified and maintained SOPs, KPIs, and employee position descriptions- Regularly reviewed reports identifying potential patterns of complaints, as well as potential suspicious business activity- Created templates for correspondence- Monitored customer support mechanisms including call center, LiveChat, support ticketing system, and multiple shared inboxes

• 

  BBB Serving Connecticut

  • Wallingford, CT

  • Director, Ad Review & Investigations

    • Oct 2010 - Apr 2014
    • Wallingford, CT

    - Responsible for a staff of 6 who managed data quality procedures- Contacted and corresponded with businesses regarding poor marketplace behavior, including false and deceptive advertising- Point of contact for third-party database vendor, and outsourced IT firm. Reviewed BBB complaint data for content and potential patterns

• 

  P.F. Chang's

  • West Hartford, CT

  • Certified Server Trainer

    • Nov 2008 - Oct 2013
    • West Hartford, CT

    Train and educate new employees regarding the menu items, ingredients, and cooking techniques, as well as company policies.

• 

  Pond House

  • West Hartford, CT

  • Banquet Manager

    • Sep 2009 - Apr 2010
    • West Hartford, CT

    Execute and manage various in-house and catering events.

• 

  LPL Financial

  • Hartford, CT

  • Marketing and Public Relations Assistant

    • Oct 2008 - May 2009
    • Hartford, CT

    Client contact and management, as well as planning and execution of special events. Heavy interaction with advertising compliance.

• 

  Burger King/King Food as & TGIFriday's

  • Newington, CT

  • Server Trainer/Cocktail Waitress

    • Aug 2007 - Aug 2008
    • Newington, CT

    Responsible for training new employees menu items, ingredients, and preparation, as well as serving bar guests.

• 

  Friendly Ice Cream Corporation

  • Plainville, CT

  • Server Trainer

    • May 2005 - Aug 2007
    • Plainville, CT

    Responsible for training all new employees on menu items, ingredients, and food preparation.

• 

  Hershey Trolley Works

  • Hershey, PA

  • Tour Guide

    • May 2003 - Aug 2005
    • Hershey, PA

    Tour guide for the town of Hershey, PA- Chocolatetown, USA.