Heather Riley
Fountain,CO
Summary
Reliable accounting professional with solid administrative background and good understanding of financial operations and practices. Independently handles accounts receivable tasks and billing while providing clerical office support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Insurance Professional Senior
USAA
04.2020 - 08.2023
- Analyzed performance metric data of up to 18 associates through CRM, Tableau and Salesforce programs to share details regarding associate performance to managers and directors followed with logging documentation of coaching with associates through SharePoint
- Conducted daily audits for 3 to 8 representatives monitoring quality assurance of compliance and technical procedures and provided immediate feedback via coaching or email
- Scheduled as well as facilitated weekly team meetings and weekly coaching sessions ensuring the continued support and development of associates
- Directed new employee onboarding classes consisting of up to twenty-five employees over the course of three months and successfully delivered time-based training materials
- Developed an instructional guide outlining how to live monitor associates quality through Engage program for reference in training or as needed throughout the enterprise
- Monitored and updated employee schedules to ensure streamlined communication of daily changes according associates timezone
- Demonstrated time management by achieving the required 35% per quarter of member contact account management averaging approximately 30 incoming calls, emails as well as teams or slack messages
- Designed weekly team meeting agendas to ensure on time delivery of company updates, changes, upcoming products and services, prioritizing morale building and collaboration.
Insurance Professional I
USAA
11.2018 - 04.2021
- Collaborated with the billing department and business process owners to ensure associate resources were updated accurately in accordance to quality and compliance standards prior to the launch of a new billing system
- Organized a team of 18 associates information such as; schedules, location, anniversary dates, as well as point of contact and special subject matter area of expertise through Excel spreadsheets and sharing via Box
- Executed 2 workshops with the financial department to calibrate on current and upcoming products to be represented from the banking associates to the members
- Scheduled one-on-one coaching sessions to observe associates and collaborate on positive solutions to motivate performance.
Insurance Professional II
USAA
02.2017 - 11.2018
- Generated the re-issuance of refund checks through a stop-payment and re-issue compliance procedures furthermore advising members of refund types and turnaround timeframes
- Conducted research regarding escheated checks and accurately submitted requests to re-issue refund to member per state guidelines
- Managed client accounts by accurately inputting client data, maintaining security of client information according to the Privacy Act and HIPPA guidelines, as well as continuing to maintain quality, compliance and technical standards
- Maintained and accurately updated member contact information as well as serviced member auto and property policies
- Resolved underwriting inquires and scheduled immediate follow up to ensure accurate documentation of member account.
Insurance Professional III
USAA
04.2016 - 02.2017
- Oversaw 40 to 50 client accounts to include; managing payment allocation, advising client of deficit accounts, formulating payment agreements for past due balances
- Resolved member inquires regarding billing, service as well as the maintenance of their account while also providing the member with appropriate solutions resulting in over a ninety-eight percent satisfaction rate
- Demonstrated compliance and technical quality by maintaining over ninety-eight percent accuracy month over month per required monthly enterprise metric.
- Reduced outstanding account balances through diligent follow-up on overdue invoices and negotiating payment arrangements with clients.
- Collaborated with sales team to resolve billing discrepancies, resulting in improved customer relationships and increased client satisfaction.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
District Manager
Summit Subway/Clear Stone Development
10.2015 - 04.2016
- Oversaw 5 to 6 franchise locations consisting of a minimum of 5 10 employees per store and ensuring proper implementation of franchise and county health guidelines
- Reviewed weekly reports to validate the accuracy of inventory, food cost, labor as well as payroll prior to weekly submission to the corporate office
- Monitored daily labor reports verifying that the proper management of labor hours were utilized in relation to store sales
- Resolved customer complaints in a seventy-two hour turnaround time and provided detailed reports to the corporate office outlining solutions provided as well as feedback.
- Streamlined operations by establishing efficient processes and communication channels between stores, leading to reduced costs and increased productivity.
Store Manager
Summit Subway/Clear Stone Development
04.2008 - 10.2015
- Entered product invoices, inventory counts, employee scheduling as well as payroll deliverables weekly for franchise owner
- Provided training for new hires to include externally hired managers as well as district mangers to support the expanding franchise locations
- Conducted interviews as well as new hire testing prior to orientation and onboarding
- Organized promotional events and employee challenges resulting in achieving a 50% store sales increase over the course of one month
- Maintained proper franchise and county health guidelines on a daily basis in preparation of monthly inspection.
Education
Bachelor's of Science in Business Administration-Human Resource Management -
Colorado Technical University
10.2021
Skills
- Microsoft Suite (Outlook, Word, Excel, PowerPoint, Access, Teams)
- Database Management
- Organizational Support
- Human Resource Management
- Customer Relations
- Audit Support
- Payment Coordination
Certification
- Certified Remote and Onsite Organization
- Property and Casualty License
Timeline
Insurance Professional Senior
USAA
04.2020 - 08.2023
Insurance Professional I
USAA
11.2018 - 04.2021
Insurance Professional II
USAA
02.2017 - 11.2018
Insurance Professional III
USAA
04.2016 - 02.2017
District Manager
Summit Subway/Clear Stone Development
10.2015 - 04.2016
Store Manager
Summit Subway/Clear Stone Development
04.2008 - 10.2015
Bachelor's of Science in Business Administration-Human Resource Management -
Colorado Technical University
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