Director, Credentialing

• Jan 2022 - Present

Associate Manager, Credentialing

• Nov 2015 - Feb 2022

• Oversee the receipt and processing of CAE applications in accord with program policies and credentialing best practices.• Manage the CAE exam administration which includes securing proctors and establishing test sites. • Process certificates for CAEs, billing for program fees, and correspondence for CAE-related activities. • Support the integrity of the database by updating membership records, using this information to compile statistics, pull reports and analyze data.• Maintain a working relationship with members, volunteers, and vendors. • Coordinate logistics for credentialing program committees, including preparing meeting materials and taking meeting minutes. • Manage and coordinate program marketing efforts in conjunction with the Marketing department according to CAE Commission directives. • Manage and update the CAE webpages. Coordinate communications to candidates and certificants. • Train new hires and temps to understand the level of service that is expected in accord with our mission statement and overall strategic goals of the organization.

Exam Administrator

• Oct 2008 - Oct 2015

• Provide day-to-day program management of CFP® Examination program which include the registration, withdrawal, and reviewing and approving of special accommodations.• Oversee the logistics of Exam meetings including Council on Examinations, Item Writing, Exam Review and other relevant activities.• Manage day-to-day operation, maintenance, and monitoring of practice exam performance, including revenue impact. Resolve candidate inquiries, including technical accuracy of item responses and rationale with Subject Matter Experts (SME’s).• Develop, draft, and administer the content for exam related webinars and manage exam related items that are posted on CFP Board’s website.• Responsible for superior quality in customer service and all aspects of quality control related to examination process for customer experience. • Collaborate and train team members and other departments in order to enforce organizational policies and procedures for consistency in exam-related services and strategic messaging.

Claims Adjuster

• Jan 2006 - Aug 2008

• Prepared and administered customer, second party, and third party interviews for data mining purposes on claims. • Responsible for allocation of pertinent information including confidential medical records of clients in compliance with confidentiality of federal, state and organizational policy.• Determined organizational liability in loss or damages according to data analyzing.• Designated to determine best solution in a customer-focused claim outcomes through negotiations. • Prepared and administered customer, second party, and third party interviews for data mining purposes on claims. • Responsible for allocation of pertinent information including confidential medical records of clients in compliance with confidentiality of federal, state and organizational policy.• Determined organizational liability in loss or damages according to data analyzing.• Designated to determine best solution in a customer-focused claim outcomes through negotiations.

Customer Focused Sales Representative

• Oct 2004 - Jan 2006

• Provided financial assessment for current clients and determine most effective financial products and services to reflect individual customer credit needs.• Offered and delivered customer financial education on benefit options available in current, optional accounts and other products and services in order to create more educated decision-making by the customer.• Provided superior interpersonal skills including active listening, paraphrasing, written and verbal communication, and creative issue resolution to enhance customer experience and understanding.