Customer Service Process Improvement
Resume:
SHAVON WILLIAMS
SMITHS, AL *****
EMAIL: ******.********@*********.***
SUMMARY
EXPERIENCED PROJECT MANAGEMENT PROFESSIONAL WITH OVER 15 YEARS EXPERIENCE
IN THE BANKING, COMPLIANCE, AND FINANCE INDUSTRY. SERVE AS PRIMARY
LIAISON FOR ALL ASPECTS AND INTERACTION OF COMPLIANCE ISSUES AT STATE,
LOCAL AND FEDERAL LEVEL. COORDINATED AND PARTICIPATED IN SEVERAL
REGULATORY AUDITS WITH TEXAS DEPARTMENT OF INSURANCE AND HEALTH AND HUMAN
SERVICES COMMISSION. RESPONSIBLE FOR HANDLING SUBROGATION MATTERS AND
CONTRACT REVIEW. ENGAGED INTERNAL AND EXTERNAL BUSINESS PARTNERS IN
IDENTIFYING AND NEGOTIATING NEW OR REVISED SYSTEM FINANCIAL AND BANKCARD
PARAMETERS TO MEET BUSINESS NEEDS AND PRODUCT OFFERING. FACILITATED AND
LED CHANGE READINESS FUNCTION, INVESTIGATED, RESOLVED AND RECOMMENDED
PROCESS IMPROVEMENT OPPORTUNITIES. SOLID FINANCIAL OPERATIONS
BACKGROUND CREATED AND IMPLEMENTED SERVICE DELIVERY AGREEMENT (SLA)
PROCEDURES FOR CLIENT SERVICES ENVIRONMENTS OPERATIONS; MOREOVER,
REDUCING ADMINISTRATIVE CYCLE TIME BY 17%. PROVIDED NATIONAL ONSITE BANK
CARD START-UPS AND CONVERSION IMPLEMENTATION SUPPORT FOR OVER 100 U.S.
BASED CUSTOMERS.
Technical skills
PROJECT MANAGEMENT TROUBLE SHOOTING
CUSTOMER SERVICE TRAINING AND PRESENTATIONS
PROPRIETARY PROJECT MANAGEMENT CICS
SOFTWARE
ACCESS TSO (MAINFRAME OS) MICROSOFT OUTLOOK
EXCEL WORD
POWERPOINT VISIO
PERFORMANCE LOGIC DATABASE DATA CHOICE
SHAREPOINT EASYTRIEVE
PROFESSIONAL EXPERIENCE
UNIVERSITY HEALTH SYSTEMS, SAN ANTONIO, TX
2010-PRESENT
Compliance Manager
Responsible for day to day oversight corporate contractual compliance with
State Insurance and Medicaid officials
o Served as Interim Compliance Director for eight months
o Monitors, and assists with interpretation of Texas Medicaid and other
Insurance Regulations.
o Ensure that policies and practices of Community First Health Plans are in
compliance with all statutes, regulations, contractual and accreditation
standards.
o Disseminates and communicates regulatory guidance to appropriate staff as
requested and ensures policies and processes are timely revised to
accommodate changes.
o Coordinate and maintain schedules of State and Federal filing deadlines
and deliverables and ensures timely submission of accurate deliverables
to Texas Department of Insurance and Health & Human Services Commission.
o Serves as liaison and coordinates interaction with HHSC, TDI, and
Employees Retirement System of Texas.
o Coordinated Texas Department of Insurance Triennial Audit and served as
main liaison regulatory auditors.
o Coordinated and served as liaison for Managed Care Organization (MCO)
Administrative Interview follow-up meeting.
o Coordinate audits and site visits by regulatory agencies.
o Manages in-house subrogation for all products.
o Ensure that all reported or detected regulatory or compliance problems
are promptly and thoroughly investigated, documented and resolved and
that the investigation is conducted within CFHP and UHS guidelines, as
applicable.
o Coordinate and facilitate regulatory deliverables training.
o Coordinate and conduct Health Insurance Portability Accountability Act
(HIPAA) audits.
UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA), San Antonio, TX
2007-2010
Business Rules Analyst
Responsible for the enterprise-wide process development, evaluation and
improvement creating overall organizational efficiencies
o Developed process and procedures enterprise wide to comply with bankcard
and federal regulation.
o Defined business requirements and coordinated system enhancements.
o Developed solutions and provided recommendations for business needs.
o Executed recurring, scheduled, and adhoc system parameter changes.
o Coordinated implementation for new or modified systems requirements
company wide.
o Created and executed test plans for promotional credit card products.
o Performed post-implementation testing, monitoring and reporting.
o Executed recurring reward promotional programs, scheduled or adhoc
system.
parameter changes within change control methodologies.
o Created, managed, and validated business rules, table updates, and
process flows.
o Supported credit card, consumer lending, home equity and deposit banking
products.
o Developed and executed queries against internal databases to validate
interfaces, troubleshoot
issues and resolve reconciling differences.
o Analyzed business functions for the execution of complex marketing
campaigns focused on
credit card pricing initiatives.
JP Morgan CHASE, San Antonio, TX
2006-2007
Senior Process Analyst
Responsible for coordinating departmental process improvement projects
o Served as liaison between the business users and the technical
development team to update policies to comply with state and federal
regulatory practices in Bankcard industry.
o Investigated, resolved and recommended process improvement opportunities
to client.
o Facilitated change readiness functions for policies and procedures
recommended for process improvement.
o Communicated and collaborated with internal customers to analyze and
resolve problems.
o Develop and executed queries against internal databases to validate
interfaces, troubleshoot issues and resolve reconciling differences.
o Served as a subject matter expert, to accomplish project tasks associated
with credit card process improvement.
o Performed project management tasks for small enhancements to improve
process flow within department.
o Assessed information extracted from multiple data sources, resolved
inconsistencies, and transformed
high-level information into a detailed technical specification document.
o Validated, audited and tested new or modified applications and products.
CAREERPOINTE, Dallas, TX
2005- 2006 Real
Estate Tax Specialist/Credit Analyst (Contract positions)
Responsible for development of improved business efficiencies resulting in
increased collections for clients
o Researched and collected on accounts deemed uncollectible, collecting
over $75,000 in three months.
o Lowered accounts receivables from 18% to an average of 3.8%.
TOWN NORTH NATIONAL BANK, Dallas, TX
2001 - 2004
Client Services Coordinator
Responsible for coordinating, developing and managing existing client
relationships
o Implemented business projects to completion by employing project
management methodology.
o Reconciled clients' daily settlements by employing basic accounting
methods and practices.
o Traveled to client site to ensure successful implementation of credit
card platform.
o Trained and provide client support on new platform.
o Provided internal and external support for de-conversions of clients'
accounts.
o Consulted with client to make system changes or enhancements to credit
card portfolio while acting as a liaison between the system analyst and
client.
o Established procedures for client services daily operations, reducing
administrative cycle time by 17%.
o Authored first companywide Wellness Program adopted and utilized by over
200 employees.
TOTAL SYSTEM SERVICES, INC., Columbus, GA
1995 - 2000
Project Analyst II
Responsible for oversight of client system conversions resulting in
improved billing efficiencies
o Executed successful start-ups, conversions and de-conversion of clients'
accounts, files and operational function to or from the Total System.
o Monitored project schedules to ensure client's processing specifications
were met in accordance with the contract agreement.
o Trained forty (40) employees on billing process and how to resolve
variances increased revenue by 37%.
o Authored and published "How to Start a Debit Card Program", into
DATAlink,Volume 21, Number 2, 1998
EDUCATION
MASTERS IN BUSINESS ADMINISTRATION, UNIVERSITY OF PHOENIX, DALLAS, TEXAS,
DECEMBER 2005
Bachelor of Science, Troy State University, Phenix City, Alabama, December
1994
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