Departmental Audit Advisor resume example with 11+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Determined professional effectively talented in a variety of Quality Support and Customer Service. Considered valuable member of any team and driven to work hard. Seeking Business Support Advisor position where outstanding expertise can be used and committed to finding effective solutions that improve customer relationships.
Skills
Microsoft Word, Excel, Project and PowerPoint
Auditing/Coaching
Communication Skills
Presentation/Facilitating Skills
Excel Pivot Tables
Exceptional Typing Skills
Genesis Platform
MACESS Service Module Application
Power MHS Experience
Prime Therapeutic
Project Implementation
Reporting
Leadership Skills
Siebel - Service First
Speechminer
Vendor Experience
Process improvement
Quality Assurance
Experience
08/2016 to CurrentDepartmental Audit AdvisorNuvei | Phoenix, AZ,
Coordinates and conducts broader departmental audits to determine accuracy and efficiency of established process and procedures, i.e. Concentrix Vendor, government contractually required audits.
Partners effectively with Internal Audit and assisted external auditors when on site to complete various recurring or required audits.
Assesses information obtained through interviews, observation and inspection to identify complex patterns of error trends, determine root causes and communicate any potential compliance or operational risk issues to management.
Attends and/or presents at team meetings to keep all staff informed of audit activities, issues and decisions and advises on risk/control matters.
Serves as technical resource for the department and provides assistance with resolution of customer issues through Monthly Team Calibrations.
Partners with the business area(s) to ensure procedures are current and may participate in the development and revision of business processes and procedures as needed.
01/2013 to 08/2016Quality Auditor/CoachBlue Cross Blue Shield Of NC | City, STATE,
Partnered effectively with Business Partners to formulate tactical recommendations for quality/process improvements and solutions to mitigate risk and control deficiencies identified through specific audits (Sales, Leadership, etc.).
Supported multiple lines of business to provide face-to-face and/or written feedback and coaching at the individual or team level regarding quality review results to help improve individual and overall performance.
Assessed information obtained through operational quality audits/reviews as well as broader audits to identify complex patterns of error trends, determine root causes and communicate any potential compliance or operational risk issues to management.
Attended and/or presents at team meetings to keep all staff informed of audit activities, issues and decisions and advises on risk/control matters.
Serves as technical resource for the department and assists with resolution of customer issues related to exceptions from audits, system issues, or training to address insidious errors or gaps.
Follows through after implementation of remediation strategies to ensure that quality improvement gains are maintained.
03/2011 to 12/2012Quality Assurance CoachLowe’s Companies, Inc | City, STATE,
Observe customer contacts and evaluate Repair Services Agents using established service criteria to ensure 90% Quality standard.
Assisted supervisors and managers with executing/implementing feedback training sessions for the coach team.
Maintains 110% monthly goal for quality evaluations and feedback.
Facilitates weekly calibration sessions between two corporate sites to review quality standards with supervisors and management teams.
Provide daily feedback to the participant service support team in Albuquerque, NM regarding each agent and team quality performance.
Feedback includes any trends that may require refresher training or immediate feedback.
Facilitate new hire and refresher training sessions with Repair Services agents as needed.
03/2009 to 02/2011Service Audit AnalystAffiliated Computer Systems | City, STATE,
Audit North Carolina State participants pension accounts.
Work directly with client on a daily basis to ensure service levels are met.
Maintain 100% weekly goal for Quality assurance on all retirement service pension audits.
Submit completed audits via the Online Retirement Benefits Integrated Technology System (ORBIT) that are viewed by member’s of the retirement department.
Perform various duties including special projects assigned by the Service Audit Team Project Manager.
Education and Training
Expected in Bachelor of Arts | Psychology, Elementary EducationWinston Salem State University, Winston Salem, NCGPA:
Expected in Lean Six Sigma Exam (Green Belt) | Affiliated Computer Services (ACS), , GPA:
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