Felicia Worlds-Jones
Tallahassee
Summary
Results-driven OPS Senior Consumer Service Analyst 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.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Compliance Officer
Florida Department Of Business And Professional Regulation
Tallahassee
02.2026 - Current
- Communicated with constituents/complainants to clarify details of filed complaints and ensure understanding of the process.
- 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.
- Send a written correspondence to the complainant once approved by the supervisor
Senior Consumer Service Analyst
Florida Dept. of Business & Professional Regulation (DBPR)
Tallahassee
07.2025 - Current
- Investigated, validated, and triaged consumer complaints; initiated policy-compliant actions to resolve issues effectively.
- Maintain accurate case data in Versa and OnBase; prepare closure documentation and formal notices.
- Draft and send correspondence to licensees regarding licensure status and case outcomes.
- Monitored SLAs and recommended process improvements, contributing to backlog reduction and faster cycle times.
- Collaborate with licensing/compliance units to resolve complex cases and data discrepancies.
- Produced case summaries and activity reports for leadership, identifying trends and risks to inform decision-making.
- Ensure strict adherence to confidentiality, records standards, and state regulations.
Supervisor
Automated Health Systems (MassHealth Program)
Tallahassee
01.2022 - 09.2024
- Led and developed a team of 20+ staff supporting Massachusetts Medicaid (MassHealth) beneficiaries.
- Managed scheduling, attendance, performance coaching, and payroll processing to ensure optimal team operations.
- Delivered daily operations and prior-day performance reports to leadership and client stakeholders to inform decision-making.
- Coordinated escalations and resolved complex member issues, maintaining service levels and enhancing member satisfaction.
- Implemented coaching frameworks to improve quality, call handling, and compliance.
Executive Assistant to the Provost
Tallahassee Community College
Tallahassee
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.
- Coordinated domestic/international travel logistics and reconciled expenses, ensuring adherence to policy.
- Maintained calendars; scheduled and coordinated meetings, events, and travel logistics.
- Managed confidential records in Access and produced quarterly reports to support timely student case resolutions.
- Researched and updated administrative policies and procedures to enhance operational efficiency and maintain consistency.
Education
Master of Public Administration -
Florida A&M University
Tallahassee, FL01-2015
Bachelor of Social Work -
Florida A&M University
Tallahassee, FL01-2013
Associate of Arts -
Tallahassee Community College
Tallahassee, FL01-2011
Skills
- Compliance analysis
- Records & Case Management
- Reporting & Documentation
- Versa OnBase
- IMIS
- PeopleSoft
- Microsoft Office
- Excel
- Access
- Case management
- Report documentation
- Compliance review
Affiliations
- FAMU Leadership Academy Member
- Employee Relations & Customer Service Committee Member
Certification
- Certified Crisis Counselor-211
- Big Bend Residence Life/Parent Liaison
Timeline
Compliance Officer
Florida Department Of Business And Professional Regulation
02.2026 - Current
Senior Consumer Service Analyst
Florida Dept. of Business & Professional Regulation (DBPR)
07.2025 - Current
Supervisor
Automated Health Systems (MassHealth Program)
01.2022 - 09.2024
Executive Assistant to the Provost
Tallahassee Community College
11.2018 - 05.2019
Master of Public Administration -
Florida A&M University
Bachelor of Social Work -
Florida A&M University
Associate of Arts -
Tallahassee Community College