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Skills

  • Regulatory compliance
  • Relationship development
  • Case management system automation
  • Market trend analysis
  • Data analysis and interpretation
  • Supervision
  • First Aid/CPR
  • Project organization
  • Data Visualization (e.g. Jira)
  • Data-driven process improvements

Work Experiences

  • Authored detailed case studies.
  • Collaborated with internal and external stakeholders to set clear case milestones, ensuring that 22% of projects were completed within 8 days.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Analyzed large sets of customer support data.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Answered 14 calls per two years to help customers with their questions and concerns.
  • Achieved a 43% customer satisfaction rating post-closure.
  • Built and maintained advanced dashboards to monitor ongoing case loads, facilitating 68% faster decision-making for senior managers.
  • Collaborated with stakeholders to set clear case milestones.
  • Assessed internal processes and reported recommendations that reduced operational costs by $5 annually.

Summaries

  • Achieved a 22% boost in operational performance.
  • Consistently recognized as a top performer, having managed high-impact risk assessments that saved $4 for key clients within 2015.
  • Adept at risk and case analysis.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved results within 18 months of implementation.
  • Adept in developing standardized protocols.
  • Achieved consistent success across portfolios.
  • Adept in root cause analysis.
  • Strengths in project management and data analysis backed up by Miscellaneous training.
  • Analyst Case Lead with 15 years of successful client relations and cross-functional collaboration experience.

Accomplishments

  • Optimized the case closure process by implementing an automated QA review system, which reduced errors in final reporting stages by 61%.
  • Collaborated with cross-functional teams to redefine case management processes, improving case resolution rates by 29% and client satisfaction by 83%.
  • Designed and implemented advanced dashboards for monitoring active case loads, reducing case review times by 16% for senior decision-makers.
  • Implemented a SQL-based case health tracking system, which reduced unmet case deadlines by 19% and improved team accountability.
  • Collaborated closely with IT and data science departments to automate the case-tracking system, reducing manual input by 81% and improving data entry accuracy by 80%.
  • Collaborated with external vendors to facilitate project management transitions, improving workflow efficiency and reducing manual errors by 82%.
  • Played a pivotal role in revamping the escalation process, decreasing response times by 14 hours and reducing backlog by 72%.
  • Spearheaded a comprehensive risk assessment strategy for top Miscellaneous clients; mitigated potential case losses totaling $13 over two years.
  • Organized weekly strategy meetings with cross-functional teams to resolve escalated cases more efficiently, resulting in a 58% reduction in delays.
  • Enhanced client portfolio management strategies, reducing loss in client retention by 57% and improving annual revenue by $17.

Affiliations

  • Six Sigma Green Belt Certification
  • Certified Financial Analyst (CFA) Institute Membership
  • Institute of Management Accountants (IMA)
  • Association for Supply Chain Management (APICS)
  • Association for Talent Development (ATD)
  • Institute for Operations Research and the Management Sciences (INFORMS)
  • Society of Women Engineers
  • Community of Legal Innovators
  • American Bar Association’s Legal Project Management Section
  • Project Management Institute

Certifications

  • Root Cause Analysis Root + Failure Reporting Training
  • Certified Information Security Manager (CISM)
  • ServSafe
  • SQL Server Reporting Services (SSRS) Certification
  • ITIL Foundation Certification
  • Certified Information Systems Auditor (CISA)
  • Certified Public Accountant
  • CompTIA Security+
  • Agile Project Management Certification
  • DAMA Certified Data Management Professional (CDMP)

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