• Supervised a department of three. Coached, mentored, and trained team, and planned daily work and strategies while adhering to industry regulations and policies.
• Conducted weekly meetings to discuss workload and any open items for reconciliation and resolution purposes.
• Implemented and oversaw a daily schedule of 150+ accounts.
• Lead “go-to person” on training auditors on all client and carrier terms, regulations, and compliance.
• Prepared and created external and Service Organization Control (SOC) documentation for external auditing firms, aiding in companywide certification.
• Created in-house procedures and improved customer and vendor review policies.
• Served as the head liaise for customer service department, clients, and external accounts.