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Skills

  • Insurance billing
  • Customer service
  • Invoice generation
  • Automated solutions implementation
  • Process flow analysis
  • Business operations
  • Crisis intervention strategies
  • Communications
  • Problem resolution
  • Organization

Work Experiences

  • Collaborated with cross-functional teams to address escalations and improve resolution times, resulting in a 18% drop in complaint calls.
  • Boosted federal compliance success rates by 80%.
  • Achieved Employee of the Year recognition.
  • Authored policy briefs on federal procedure enhancements.
  • Finished program of project, which resulted in system.
  • Conducted training on key legislative updates.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Learned stakeholder engagement and project management to help with office needs.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Assumed responsibility for managing program portfolios, overseeing the successful completion of 16 claims processing in 2015.

Summaries

  • Ability to recognize procedure issues and integrate method solutions to achieve initiative.
  • 15 years of experience in federal regulations compliance.
  • Accomplished Federal Operations Counselor with 12 years of experience in federal regulations compliance and client relationship management, successfully increasing adherence rates by 42%.
  • Federal Operations Counselor is a hardworking and dependable Federal Operations Counselor who excels at budget management and cross-functional collaboration.
  • Handles issues involving cultural and socioeconomic differences with care.
  • Federal Operations Counselor with workflow optimization and data analysis abilities.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Federal Operations Counselor.
  • Strategic thinker with expertise in process improvement.
  • Achieved a 16% reduction in new hire training time.
  • Achieved a Outstanding Service Award-winning program.

Accomplishments

  • Achieved Excellence Award recognition for maintaining a caseload of 7 clients with an average resolution time of 6 months.
  • Served as the primary point of contact for high-profile cases, leading to a 26% improvement in case resolution time.
  • Improved client understanding of their federal benefit options, increasing the usage of available resources by 33%.
  • Provided expert guidance to clients on federal regulations, increasing compliance by 38% while minimizing the risk of penalty or audit.
  • Spearheaded the transition to a cloud-based client management system, boosting overall case transparency and reducing processing times by 30%.
  • Developed and implemented a comprehensive federal claims processing system that improved accuracy by 34% and reduced processing time by 16 days.
  • Facilitated the digitization of claims management through HubSpot, reducing paperwork by 37% and improving data accuracy.
  • Organized multi-state workshops to educate the public on federal assistance programs, increasing program enrollment by 36%.
  • Consulted with federal agencies to refine reporting procedures, increasing documentation accuracy by 65%.
  • Developed and delivered specialized training programs for onboarding new federal agents, reducing onboarding times by 49%.

Affiliations

  • Board Member, Government Employee Training and Development Consortium
  • Certified Professional, Federal Certification in Operational Management metric
  • Co-Chair, Federal Communication Strategy Workgroup
  • Member, Association of Federal Regulatory Compliance Professionals
  • Member, Institute of Federal Governance and Operation Efficiency (IFGOE)
  • Member, Society for Industrial and Organizational Psychology (SIOP)
  • Alumni, Military Families Support Program - Federal Counseling Focus Track
  • Participant, Public Sector Compliance & Case Management Symposium
  • Member, Federal Executive Board (FEB), Community Outreach Committee
  • Member, National Association of Crisis Management (NACM)

Certifications

  • Certified Compliance & Ethics Professional (CCEP) - standard
  • Certified Policy Management Professional (CPMP) - system
  • Federal Auditing Certificate - process
  • Microsoft Certified Systems Engineer (MCSE)
  • American Academy of Financial Management (AAFM)
  • Certified Federal Operations Manager (CFOM) - metric (customizable placeholder)
  • Financial Management Certification (FMC) - program
  • Licensed Master Social Worker (LMSW) - framework
  • Government Performance Management Certificate - framework
  • CompTIA Network+

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