Jazmine Pender
Jacksonville,FL
Summary
Results-driven operations professional with 10+ years of experience in financial controls, compliance oversight, performance monitoring, and risk mitigation within high-volume environments. Proven ability to implement corrective action plans, analyze operational data, and reinforce policy adherence to improve efficiency, accuracy, and accountability. Experienced in facilitating team alignment, driving cross-functional collaboration, and resolving operational barriers to achieve measurable results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Quality Analyst
Florida Blue
08.2023 - Current
- Analyze performance trends and implement corrective action plans to improve workflow accuracy and reduce processing errors.
- Conduct comprehensive operational audits to ensure adherence to company processing guidelines and compliance standards.
- Collaborate with leadership and cross-functional teams to resolve operational barriers impacting efficiency and customer satisfaction.
- Facilitate weekly team meetings to reinforce performance expectations, address discrepancies, and promote accountability.
- Provide structured reporting and data-driven insights to leadership to support informed decision-making.
- Monitor adherence to internal controls and procedural policies to minimize risk and protect organizational resources.
- Identify opportunities for process improvements that enhance productivity and operational consistency.
Service Advocate
Florida Blue
03.2021 - 08.2023
- Resolved complex customer concerns while upholding company service guidelines and satisfaction benchmarks.
- Reviewed and reconciled high-volume financial transactions, some in excess of >$500,000 to ensure accuracy and compliance with internal control standards.
- Partnered with internal departments to ensure seamless communication and operational alignment.
- Processed employer group changes, including enrollments, terminations, reinstatements, and renewals, with precision and timeliness.
- Contributed to workflow optimization initiatives to manage increased service demand efficiently.
Service Advocate
Alluvion Staffing- Florida Blue
11.2017 - 03.2021
- Addressed service discrepancies and implemented corrective measures to improve operational quality.
- Managed financial allocation and reconciliation processes to ensure accurate distribution of employer group funds.
- Maintained strong working relationships across teams to ensure effective communication and resolution of issues.
- Supported team initiatives to enhance productivity during high-volume service periods.
Fraud Analyst
Citibank
05.2016 - 11.2017
- Conducted detailed analysis of transactional and customer data to identify, investigate, and mitigate fraudulent activity in high-demand environments.
- Ensured strict compliance with company policies and regulatory standards while protecting organizational assets.
- Maintained high standards of accuracy and attention to detail while balancing productivity and risk management priorities.
- Collaborated with internal departments to strengthen internal controls and improve fraud prevention processes.
- Minimized financial losses through proactive risk assessment and timely escalation of identified concerns.
Education
Bachelor of Science - Business Management
Rasmussen University
Online Learning12-2026
Skills
- Compliance & Policy Enforcement
- Risk Mitigation & Loss Prevention
- Process Improvement & Workflow Optimization
- Team Development & Meeting Facilitation
- Cross-Functional Collaboration Performance
- Accountability & Corrective Action Planning
- Conflict Resolution & Professional Communication
- Microsoft Excel (Data Analysis & Reporting)
- Microsoft Word & PowerPoint
- Microsoft Outlook
- Microsoft Teams
- CRM & Financial Processing Systems
- Internal Audit & Compliance Tracking Systems
Certification
- LEAD- Leading Employees into Active Development 1-Year Course (Florida Blue, September 2025): Advanced leadership development program focused on performance coaching, conflict management, accountability, strategic communication, and driving results through influence.
- Career & Character Development 6- Month Course (Florida Blue, September 2024): Professional development training emphasizing leadership integrity, effective communication, and workforce engagement strategies.
Timeline
Quality Analyst
Florida Blue
08.2023 - Current
Service Advocate
Florida Blue
03.2021 - 08.2023
Service Advocate
Alluvion Staffing- Florida Blue
11.2017 - 03.2021
Fraud Analyst
Citibank
05.2016 - 11.2017
Bachelor of Science - Business Management
Rasmussen University