Melissa A. Church

302-***-**** ** Booker Circle New Castle, DE 19720 adwod1@r.postjobfree.com

Highly organized, experienced and enthusiastic professional, with the capacity to fill several project managements, financial, quality analyst and banking positions. Accurate and highly ethical in all work-related projects, contributing immediately to the financial goals and objectives of the organization.

Professional Qualifications:

Over 15 years of quality assurance experience including handling customer inquiries

W-2 verification for fraudulent activity and monitoring associate calls

10 years of clerical experience including, data entry, collections, and customer service

Adept in handling confidential and sensitive financial data

Solutions focused team player with the ability to multi-task and meet deadlines

Experienced in utilizing Microsoft Office Suite

FDCPA Certified

Anti-Money Laundering Training

ACA Certification

HIPAA Certification

Medicaid/Medicare Fraud and Waste and Abuse Training

Employment History:

Connect America/Medical Alert QA Analyst MAY 2018 – Present

Reviewing customer care/technical calls. Care calls consist of assisting customers with billing and updating any account information. Technical calls consist of making sure the agent accurately resolves the customers issues by assisting with setting up their devices and buttons.

Handling commission disputes for Direct-to-Consumer Department

Assisted with customer care escalation issues

Phillips and Cohen Associates Compliance Associate/ Auditor NOV 2008 – MAY 2018

Schedule review board meetings for the Senor Vice President of Compliance

Monitor and score probate collector calls for quality based on requirements of customers

Audit probate estate claims and for quality and regulations

Review all communication between and regulatory agencies including BBB, The Federal Trade Commission, CFPB, and legal inquiries

Handle incoming mail including faxes, written mail, and certified correspondence

Fulfil client inquiries daily

Make weekly and monthly reports using Excel

Education:

Bozley Computer Corporation

A + Certification Course for PC repair

The Career Institute

Business and Computer Technology

Diploma

Newark High School

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