FELICIA L. GREEN
Jacksonville,FL
Summary
Results-driven professional with extensive experience in organization and problem-solving, skilled in analyzing documentation and fostering effective communication between stakeholders. Known for attention to detail and adaptability, consistently delivering support to clients with diverse needs while managing both routine and complex challenges. Expertise includes prioritizing tasks and overseeing multiple projects, contributing to enhanced productivity across teams.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Service Associate V | Business Support Analyst
Florida Blue
Jacksonville, FL
09.2016 - Current
- Monitored, maintained, and tested company systems managing business processes.
- Gained proficiency with 1790, HPS, Mellon, PPX, RBMS and Chase.
- Coordinated and prepared business reports.
- Researched, analyzed and maintained data for business decisions.
- Utilized for planning, positioning, trending, and measuring efforts.
- Analyzed data and documented results with actionable recommendations.
- Financially trained Teleperformance and Onshore advocates within department.
- Enhanced team performance by establishing effective procedures.
- Developed evaluation assessments to measure advocates' understanding of processes.
- Delivered constructive feedback to insubordinate Advocates.
- Conducted side-by-side sessions to address barriers faced by advocates.
- Performed opening and closing duties including counting money in drawers, setting up registers, completing daily logs.
- Enforced store policies regarding returns, exchanges, refunds.
- Participated in team meetings to discuss goals and objectives.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Mentored junior team members and managed employee relationships.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Operations Specialist
Merrill Lynch
01.2016 - 07.2016
- Company Overview: through Canon Recruiting
- Enroll Trust Managed Accounts on to the Merrill Lynch One Investment Advisory Program
- Review and update Client Proxy Elections to ensure they are following the Single Account Agreement
- Review rate changes, Investment Objectives and submit for ADV mailing updates
- Through Canon Recruiting
Customer Care Consultant
JEA
12.2014 - 01.2016
- Company Overview: through I-Tech Staffing Services
- Open and update Residential Utility accounts daily
- Handle Account Billing inquiries and payments
- Troubleshoot customer systems for Technical Support
- Through I-Tech Staffing Services
Billing and Research Analyst
Radius Point Inc.
08.2014 - 11.2014
- Analyze Exception reports within accounting database for accuracy
- Complete Invoice coding within their internal system
- Contact Vendors for any billing discrepancies
Supervisor
Sodexo Magic, Inc.
01.2014 - 08.2014
- Monitor employee productivity and day-to-day activities, assign job related responsibilities
- Scheduling Assistance by evaluating skillset of less experienced and tenured and administer training
- Complete Inventory Audit
Employment Security Representative 1
Department of Employment Opportunity
12.2013 - 04.2014
- Company Overview: through Faneuil Inc
- Provide unemployment claim specific information
- Assist with various patron-based services
- Call Center Customer Support
- Through Faneuil Inc
Sr Quality Assurance & Ops Spec | Dept Liaison
HSBC Bank USA, NA
02.1998 - 10.2013
- Ensure compliance with contractual and regulatory standards through detailed reviews.
- Reconcile Department General Ledger cost center accounts according to bank policy.
- Developed and enforced departmental procedures to boost productivity over 98%.
- Managed all tasks related to loan documents, filings, and statements.
- Managed financial records for departmental reports.
- Processed customer applications and requests to meet Departmental SLA.
- Facilitated seamless collaboration among global teams.
- Submit monthly evaluations of offshore staff's productivity and performance.
- Facilitated staff development using diverse instructional approaches for process evaluations.
- Trained existing and new staff members.
- Oversaw system implementation for onboarding Business card clients to third-party platform.
- Analyzed trends from daily activity reports to aid Management with staff performance assessment.
Education
Bachelor of Science - Individualized Studies, Quality Safety Management, Dietetics and Nutrition, Food Safety and Hospitality, Business Administration
Buffalo State College
Buffalo, NY05.2013
Associates in Applied Science - Business Administration
Erie Community College
Buffalo, NY05.2009
Skills
- Approving rebills and refunds requests
- Ensuring groups are accurately billed
- Quality Control Utilizing DTP Help Files
- Reporting and documenting financial processes
- Processing Special Adjustments
- Invoice Reconciliation
- Verifying and supplying payment backup documentation
- Approving retro or out of cycle group cancellation requests
- Financial Audit Oversight
- Customer service excellence
- Microsoft 365 Office Suite: Word, Excel, Outlook, PowerPoint, Teams
- Written & Oral Communications Skills
- RBMS system: IMS, EVT / TSO / 1790
- EnrollPoint & EmployerPoint portals
- EWoC / EBS / GEMs - Enrollment, Maintenance & Billing systems
- View & Pay Invoice and Nexen BNY Mellon payment systems
- Health Planned Services (HPS)
Accomplishments
- 2024 Florida Blue Excellence Award
- Florida Blue Lagniappe Award: July 2022
- Florida Blue Lagniappe Award: April 2021
- Florida Blue Lagniappe Award: March 2017
- 2017 Florida Blue Cosmic Award
Certification
- Florida Blue Career Development Certificate 2023
- Florida Blue Group Enrollment, Maintenance & Billing New Hire CTA Facilitator & Subject Matter Expert
- May 2021 Florida Blue Facilitation Certification Program Graduate
Timeline
Service Associate V | Business Support Analyst
Florida Blue
09.2016 - Current
Operations Specialist
Merrill Lynch
01.2016 - 07.2016
Customer Care Consultant
JEA
12.2014 - 01.2016
Billing and Research Analyst
Radius Point Inc.
08.2014 - 11.2014
Supervisor
Sodexo Magic, Inc.
01.2014 - 08.2014
Employment Security Representative 1
Department of Employment Opportunity
12.2013 - 04.2014
Sr Quality Assurance & Ops Spec | Dept Liaison
HSBC Bank USA, NA
02.1998 - 10.2013
Bachelor of Science - Individualized Studies, Quality Safety Management, Dietetics and Nutrition, Food Safety and Hospitality, Business Administration
Buffalo State College
Associates in Applied Science - Business Administration
Erie Community College
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