Results-Driven Compliance Officer and Analyst

FW

FELICIA WORLDS-JONES

**********@*****.*** 850-***-**** Tallahassee, FL 32304

Results-driven Compliance Officer specializing in complaint investigation and regulatory compliance within state government, healthcare, and higher education sectors. Expertise in database management and stakeholder communication, with a focus on process improvements that enhance closure rates and consumer satisfaction.

• Compliance analysis

• Records & Case Management

• Reporting & Documentation

• Versa OnBase

• IMIS

• PeopleSoft

• Microsoft Office

• Excel

• Access

• Case management

• Report documentation

• Compliance review

Florida Department Of Business And

Professional Regulation Tallahassee,

Florida

Compliance Officer

02/2026 - Current

Communicated with constituents/complainants to clarify details of filed complaints and ensure understanding of the process.

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• Read state statute and compare with complaints to analyze the issue. Informed complainants of division's jurisdiction and case closure reasons, documented outcomes with appropriate codes/activities/statutes in Versa and OnBase.

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Send a written correspondence to the complainant once approved by the supervisor

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Florida Dept. of Business & Professional

Regulation (DBPR) Tallahassee, FL

Senior Consumer Service Analyst

07/2025 - 02/2026

Investigated, validated, and triaged consumer complaints; initiated policy- compliant actions to resolve issues effectively.

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Maintain accurate case data in Versa and OnBase; prepare closure documentation and formal notices.

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Draft and send correspondence to licensees regarding licensure status and case outcomes.

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Monitored SLAs and recommended process improvements, contributing to backlog reduction and faster cycle times.

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Collaborate with licensing/compliance units to resolve complex cases and data discrepancies.

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Produced case summaries and activity reports for leadership, identifying trends and risks to inform decision-making.

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Ensure strict adherence to confidentiality, records standards, and state regulations.

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Automated Health Systems (MassHealth

Program) Tallahassee, FL

Supervisor

01/2022 - 09/2024

Led and developed a team of 20+ staff supporting Massachusetts Medicaid

(MassHealth) beneficiaries.

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Managed scheduling, attendance, performance coaching, and payroll processing to ensure optimal team operations.

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Professional Summary

Skills

Experience

Delivered daily operations and prior-day performance reports to leadership and client stakeholders to inform decision-making.

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Coordinated escalations and resolved complex member issues, maintaining service levels and enhancing member satisfaction.

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Implemented coaching frameworks to improve quality, call handling, and compliance.

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Tallahassee Community College

Tallahassee, FL

Executive Assistant to the Provost

11/2018 - 05/2019

Audited monthly credit card statements; created/submitted electronic expense reports for the Provost and direct reports; ensured accurate coding prior to A/P submission.

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Coordinated domestic/international travel logistics and reconciled expenses, ensuring adherence to policy.

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Maintained calendars; scheduled and coordinated meetings, events, and travel logistics.

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Managed confidential records in Access and produced quarterly reports to support timely student case resolutions.

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Researched and updated administrative policies and procedures to enhance operational efficiency and maintain consistency.

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Florida A&M University Tallahassee, FL

Master of Public Administration

01/2015

Florida A&M University Tallahassee, FL

Bachelor of Social Work

01/2013

Tallahassee Community College Tallahassee, FL

Associate of Arts

01/2011

• FAMU Leadership Academy Member

• Employee Relations & Customer Service Committee Member

• Certified Crisis Counselor-211

• Big Bend Residence Life/Parent Liaison

References available upon request.

Education

Activities and Honors

Certifications

References

Contact this candidate