JAMIE MADDEN
Pioneer,CA
Summary
Organized Program Specialist skilled in coordinating team activities and files. Handling simultaneous daily requirements with results-driven and efficient approach. Knowledgeable about risk management principles and regulations.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
25
25
years of professional experience
Work History
Risk Management Specialist, Senior
Blue Shield Of CA
08.2021 - 04.2023
- Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Investigated allegations to check validity and recommend actions to minimize risk for all inbound and outbound data requests.
- Arranged monthly and ad-hoc Risk Escalation Committee meetings by preparing materials, updating calendars and setting up conference spaces.
- Helped risk management team produce timely reports analyzing risk data for all inbound and outbound data requests.
Project Coordinator
Populus Group, Contracted To Blueshield Of Ca
11.2019 - 08.2021
- Managed initiative tracking for updating process for Outbound Data requests
- Managing demand and capacity process for resources within IT Security Initiatives
- Helped develop project catalog in Service Marketplace
- Liaised with project managers to evaluate project scope and define milestones and deadlines.
- Introduced change improvement plans to achieve goals, methodologies and initiatives
- Diminished project gaps to promote smooth workflow.
- Helped establish and coordinate the IT Security Risk Escalation Committee with a board of high level executives to evaluate complex risk potential.
- Developing Organization and Risk Team SharePoint Sites
- Worked with Risk team to perform complex Technical and Vendor Risk Assessments and in a one year period helped completed over 1000 vendor risk assessment.
- Developed and implemented process to keep an up-to-date list of all Vendors Enterprise wide.
SERVICE COORDINATOR
Bauer Compressors
09.2010 - 04.2019
- Used ERP system to prepare monthly and weekly production reportsand track and maintain inventory
- Coordinate schedule for field service labor force to meet customerrequests and expectations to maintain first responder equipment
- Prepared service contracts (annual, bi-annual and quarterly) todetermine cost, parts and labor during the contract duration
- Used upselling and cross-selling techniques to provide solutions tocustomer issues
- Provided expert service by communicating information to customersand following up on promises
- Recognized by supervisor for maintaining accurate and timelyrecords despite heavy caseload.
OPERATIONS MANAGER
Metrocal Appraisal
05.1998 - 02.2010
- Directly supported Principals in managing operation workflow
- Supported back office procedures, including hiring and employmentprocesses
- Provided elevated customer experience to generate and maintaina loyal clientele
- Facilitated communication and collaboration between departmentsto streamline work, reduce errors, and avoid unnecessary delays
- Supported back office procedures, including hiring and employmentprocesses
- Created company's first employee manual including training anddevelopment of staff
- Websites, Portfolios, Profiles
- Jamie-hilborn-885186193 Linkedin
Education
General Studies
Las Positas College
Livermore, CASkills
- Project planning
- Multitasking
- Organizational skills
- Data management
- Time management
- Analytical
- SharePoint
- Service Now
- Jira
- Agile Mindset
- Planview
- Pivot Tables
- Root Cause Analysis
- Risk Management Processes
- Task Prioritization
- Risk Identification
- Key Performance Indicators (KPI)
- Inbound Calls
- Microsoft Office Suite
- Smart Grid
- Business Processes and Procedures
- Account management
- Administrative support
Timeline
Risk Management Specialist, Senior
Blue Shield Of CA
08.2021 - 04.2023
Project Coordinator
Populus Group, Contracted To Blueshield Of Ca
11.2019 - 08.2021
SERVICE COORDINATOR
Bauer Compressors
09.2010 - 04.2019
OPERATIONS MANAGER
Metrocal Appraisal
05.1998 - 02.2010
General Studies
Las Positas College
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