Operations Manager, Claims Management, Real Estate
Resume:
KERRI L. HARTT
*********@*****.***
EMPLOYMENT HISTORY:
OREGON STATE LOTTERY
PS II
November 1995 to September 2020
Security & Compromised Claims, Compliance, Research and Data Analyst
●Receive & assess Security and Compromised claims
●Research, analyze, fact gather and compile data
●Summarize and create reports substantiating occurrence and product
●Determine Compliance issues and resolve
●Conduct interviews
●Summarize substantiated findings in report form
●Court proceedings; testify
●Provide summaries of compromised incidents to OSP for their further review and/or investigation
●Determine product status and eligibility
●Approve and deny compromised claims
●Provide prize payment if due
●Retailer debit and credits
●Product reconstruction and claim resolution
●Manage confidential claims and retention
●Expert to consult for internal and external customers; State of Oregon Police Dept.'s, OSP, research data analysis, findings confirmation, substantiation, and resolution
●Prize payment
●Assist general public
Garnishments
●DHS and DCS garnishments
●Garnish prizes won and provide remaining balance to customer
●Prepare, complete and submit garnishment to appropriate State agency(s)
●Create and revise written procedures and processes
●Regularly review policies
●Retention of all confidential documents
●Respond to and assist garnishees; often irate, hostile and belligerent
Video Problem Specialist
●Created processes, procedures, forms and instruction manual
●Developed logging and tracking system
●Resolved for Oregon Lottery staff and Retailers; Video Poker and self-service machine system issues
●Addressed accounting, concerns and incidents for Retailer
●Retailer account balancing, prize payment and products
●Alert local Police of any machine/product compromises
●Compliance; Lottery policies, OAR and ORS
●Expert consult for Retailers, SOP's, internal and external customers
Exceptions Monitor
●Monitor Retailer Video Poker machines for any unusual activity
●Contact Retailer
●Alert the appropriate Police Department, and external and internal customers of any compromised occurrence
●Research and compile data used to investigate
●End of shift data report
●Retailer Assistance
●Resolved Retailer Video Poker and LTG (self-service) machine technical difficulties
●Resolved Retailer concerns and incidents
●Accounting, prize payment, product compromise and product orders
●Assisted Lottery Field Service Representatives and Technicians
EH Logging
Operations Manager
1992 to 1996
●Project Management
●Finance and accounting
●Business operations
●Equipment Leases
●Bids and contractual agreements; mills, land owner and independent contractors
●Coordinate job; log trucks, mills, land owner, EH Logging and independent contractors and financial distributions
●Payroll and taxes; 1099 and 1096
●Management of Independent Contractor files for contractual work and taxes; proof of insurance and bond, legal name, address, phone number, DOB, SSN, and emergency contact
●Compliance management; permits and adherence to all city/county and state business operations, land CCR's and regulations and safety
●Budget and financial forecasts
Realty World, Canby Realty
Real Estate Associate
1985 to 1996
●Acquire, sell and list real property
●Coordinator; inspections, tests, loan brokers, repairs, rent backs, sale of personal property and escrow
●Financial prequalification; properties and clients
●Real Estate gp classes; general processes, how to prepare, lender expectations & escrow
●Contracts; negotiation and mediation, earnest agreements/addendums
●Marketing/advertisement
●Market value research
●Host: open house/showing
●Professional report with City and County planning, Lenders and Real Estate professionals
CIGNA
Supervisor: Secure file room
1984 to 1985
●Supervise 2 employees
●Retention and updates of confidential files
●File management and placement
●Ensure files are intact; no documentation removal
●Security; verify who/what/when file check out/return
●Payroll; print/distribute
SILTEC
Personnel and Quality Assurance Secretary
1982 to 1984
●Create/update personnel files
●Employees liaison
●Insurance and compensation
●Payroll
●Quality Control data; daily/monthly quality production unused/poor quality
●Job interviews, hiring and release from employment
●Security Badges; create/ issue/monitor/return
Education:
ASU
Bachelor Degree
Business Administration
Project Management
Attending - estimated completion 2024
Chemeketa Community College
3+ yrs course work
Business Administration and General Studies
License:
Real Estate Associate
(3/1985 - 8/1996)
Certification:
Silicon Technology (1982)
PROFESSIONAL STRENGTHS
●Safety Officer (team) 5 years
●Excellent customer service, and appreciation
●Maintain confidentiality and Security
●Interact to communicate organizational information, strategies, and capabilities
●Investigative, interview, and research techniques
-Fraud, Theft, Ownership, Vendor error
●Team-oriented and willing to embrace change while striving for continuous improvement
●Work well independently or with a team
●Establish and maintain long-term professional working relationships and resources
●Assertive and responsible, always projecting highest levels of ethics, honesty, and integrity
●Self-starter with the ability to accept responsibility and accountability
●Develop agendas to support requirements of internal and external customers
●Strong communication, evaluation and interpretation skills (written and verbal)
●Highly Analytical
-Critical thinker
-Problem solving
●Strong Project Management; manage multiple cases and projects concurrently
●Negotiation and mediation
-Complaints
-Prize payment discrepancies
-Ownership
● Compliance
-Payment discrepancies
-Failure to pay
-Ownership
-Vendor obligations
●Strong collaborative skills
●Ability to de-escalate hostile and aggressive customers
●Create and review, contracts and bids
●Maintain high ethical, and state mandated standards
●Explain complex technical information in easily understood format and terms (written,verbal & in person)
●Create procedures and instructional manuals for detailed, complex, technical processes
●Microsoft Office, Outlook, IGT - Intelligen and Dashboard, and familiar with PowerPoint
●Purchasing and leasing
●Market value assessments
●Project management
●Use of software applications to retrieve, edit or tabulate data into forms or reports
●Leadership on projects related to privacy and compliance
●Respond to and resolve inquiries relating to complaints, compliance, claims and products
●City and County research
-EPA
-Property setbacks
-Timber market value
-Property CC&R's
-Home materials; build and/or removal of
●Meeting facilitator; gain support while dealing with complex subjects, resolving objections, and conflicts, and reaching a consensus
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