Alyssa Stange
Sioux Falls,SD
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
16
16
years of professional experience
Work History
SCRA Intermediate Associate Analyst
Citi
06.2021 - Current
- Project manager of SCRA automation process. Tested design and functionality of programs and analyzed data to ensure desired output.
- Subject Matter Expert, identified and resolved problems through root cause analysis and research.
- Enhanced 12 procedures and optimized core processes to improve business performance and eliminate or reduce confusion and help employees achieve goals.
- Queried databases for information needed for report processing.
- Communicated findings and insights to senior management to establish best practices and guide analysis into action and results.
- Performed multiple audit walkthrough presentations to ensure auditors have essential data needed for recommended process changes or improvements. Closed two SCRA corrective action plans and two SCRA audit issues in 2023.
Billing Dispute Customer Service Specialist
Citi
03.2020 - 06.2021
- Adhered to department processes, procedures and goal expectations for case investigations with averaging 98% quality.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Analyzed, researched and resolved billing dispute claims within required timeframes.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Kept high average of performance evaluations.
Operation Support Specialist
Citi
08.2016 - 03.2020
- Collaborated with operations team of 25 to provide excellent customer service and coordinate project tasks while fostering a positive work environment. to assist operations team.
- Created and maintained well-organized electronic and hard copy files to support business processes by inputting information into the company digital database.
- Prevented and minimized processing errors by analyzing trends and implementing feedback.
- Conducted regular quality case reviews to identify discrepancies and formulate solutions.
- Devised and implemented processes and procedures to streamline operations.
Billing Dispute Training Specialist
Citi
03.2010 - 07.2016
- Coordinated training schedules across three sites with supervisors and managers to optimize training initiatives and work-flow management
- Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
- Provided coaching and mentoring to employees.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
Fraud Specialist
Citi
11.2007 - 02.2010
- Adhered to department processes, procedures and goal expectations for case investigations.
- Analyzed, researched and resolved fraud claims within required timeframes.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Education
Bachelor of Science - Mass Communications
Minnesota State University - Mankato
Mankato, MN06.2006
Skills
- Driving Continuous Improvement
- Sound analytical thinker and problem solver
- Excellent interpersonal proficiency
- Workload Prioritization
- Proficient in Microsoft Office Suite
- Exceptional planning and organization
- Ability to work under deadlines with changing expectations
- Skilled in Zoom Video Conferencing
- Reading Comprehension
- Advanced Troubleshooting
- Regulatory Compliance
Timeline
SCRA Intermediate Associate Analyst
Citi
06.2021 - Current
Billing Dispute Customer Service Specialist
Citi
03.2020 - 06.2021
Operation Support Specialist
Citi
08.2016 - 03.2020
Billing Dispute Training Specialist
Citi
03.2010 - 07.2016
Fraud Specialist
Citi
11.2007 - 02.2010
Bachelor of Science - Mass Communications
Minnesota State University - Mankato