Hi, I’m
Gina Harbaugh
West Chester,OH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
years of professional experience
Work History
Barclays
Fraud Exception Processing Analyst
06.2022 - 05.2024
Job overview
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Improved overall efficiency in fraud analysis by streamlining processes and optimizing tools used for data analysis.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Identified and resolved problems through root cause analysis and research.
- Collected, arranged, and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
- Facilitated information sharing among team members through regular meetings and discussions, fostering a collaborative work environment focused on continuous improvement.
Community Action Agency
CASE MANAGER
08.2021 - 05.2022
Job overview
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
- Streamlined service coordination efforts through diligent maintenance of client files and efficient use of case management software tools.
Macy's
PROCESS IMPROVEMENT SPECIALIST
09.2007 - 03.2021
Job overview
- Took inbound customer calls, placed orders and de-escalated customer issues
- Audited small ticket accommodations
- Recorded trends in wrong merchandise, audits and accommodations
- Streamlined workflow for increased productivity through thorough analysis and optimization of procedures.
- Mentored team members on the principles of process improvement.
- Conducted root cause analysis to diagnose issues in existing processes, enabling targeted improvements for maximum impact.
- Enhanced team performance by providing ongoing training, support, and guidance on best practices in process improvement.
- Mitigated risk factors within processes by conducting thorough audits on a regular basis.
- Collaborated with cross-functional teams to identify opportunities for process standardization and enhancement.
- Gathered, documented, and modeled data to assess business trends.
- Produced detailed and relevant reports for use in making business decisions.
- Evaluated current processes to develop improvement plans.
Personal
12.2005 - 06.2007
Job overview
was pregnant and stayed home with my twins
XPEDEX
CUSTOMER SERVICE
04.2000 - 12.2005
Job overview
- Answer applicants' questions about benefits and claim procedures
- Compile, record, and evaluate personal and financial data in order to verify completeness and accuracy, and to determine eligibility status
- Interview and investigate applicants for public assistance to gather information pertinent to their applications
- Keep records of assigned cases, and prepare required reports
- Compute and authorize amounts of assistance for programs such as grants, monetary payments, and food stamps
- Monitor the payments of benefits throughout the duration of a claim
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Solicit sales of new or additional services or products
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
Education
CAREER STEPLehi, UT
03.2022
University Overview
CertificationMedical billing/ Coding
Associated Schools Inc.Miami, FL
Hospitality Certification from Hospitality
09.1992
Skills
- Microsoft Office fluent
- Data Analysis
- Fraud prevention
- Dispute Resolution
- Verbal and written communication
- Effective Communication
- Trend Analysis
- Telephone and email etiquette
- Procedure review
Walking, Hiking, Reading, Movie goer
Working on my health I have taken on walking daily and enjoy a good hike when we can get out of town. Reading allows me the opportunity to educate myself on different topics, stay up on issues going on in the world. Movies are a relaxing way to spend time with my family and friends, while enjoying the genres that interest me.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fraud Exception Processing Analyst
Barclays
06.2022 - 05.2024
CASE MANAGER
Community Action Agency
08.2021 - 05.2022
PROCESS IMPROVEMENT SPECIALIST
Macy's
09.2007 - 03.2021
Personal
12.2005 - 06.2007
CUSTOMER SERVICE
XPEDEX
04.2000 - 12.2005
CAREER STEP
Associated Schools Inc.
Hospitality Certification from Hospitality
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