Jennifer McDufford
Dayton
Summary
Multi-talented, analytical professional with extensive experience and advanced training in a multitude of aspects in business administration, regulatory and compliance, project leadership, and global supply chain management. Specialized background in cross-functional financial and healthcare operations, new client onboarding, dashboard reporting and analytics; driving sound decisions while establishing standard policies and procedures that improve processes while driving organizational excellence. Thorough team contributor with versatile skillset, dedicated lifelong learner, natural curiosity and a vision to see the big picture.
Overview
23
23
years of professional experience
Work History
Compliance Analyst
Premier Health
Dayton, OH
10.2023 - 01.2025
- Responsible for providing support and analysis for the auditing and monitoring of home health and behavioral health procedures as well as further developing and implementing policies/procedures developed as a result of ongoing compliance, privacy and security initiatives.
- Researched federal and state rules and regulations, as well as internal company policies for business analysis.
- Conducted initial compliance probe audits and reported findings while making improvement recommendations to ensure adherence with regulatory standards.
- Developed and implemented internal control procedures, enhancing operational effectiveness.
- Analyzed data trends to ensure accuracy in reporting and compliance documentation.
- Collaborated with cross-functional teams to identify compliance risks and recommend mitigation strategies.
- Responded promptly to inquiries from regulators or other stakeholders regarding company practices, demonstrating transparency and commitment to ethical conduct at all times.
Quality Improvement Analyst
Premier Health
Dayton, OH
12.2022 - 09.2023
- Responsible for data mining, organizing, analyzing, and reporting complex data to support clinical and administrative strategies to reduce variation while improving the quality of substance abuse patient outcomes.
- Analyzed complex data sets to ensure alignment with regulatory requirements and industry standards including CARF and OHMAS.
- Overseen quality metrics dashboard reporting for key stakeholders, enhancing visibility of operational performance and enhancing customer satisfaction rates.
- Performed chart audits and monitored EHR (electronic health record) activities, presenting findings to executive leadership, influencing key organizational strategies and outcomes.
Government Contractor, Business Operations Analyst
Peerless Technologies
Dayton, OH
11.2021 - 06.2022
- Supported AFWERX Small Business Innovation Research (SBIR)/Small Business Technology Transfer (STTR) Program Office through development of process flows, drafting and execution of standard operating procedures as it related to Air Force/Space Force Topic Research and Development.
- Managed communications between government and industry for the SBIR/STTR program.
- Coordinated documentation and reporting for Phase I and Phase II program management.
- Assisted with onboarding of new AF Ventures Phase I/II companies onto various program platforms.
Sr. Specialist, Fraud Policy & Surveillance
Synchrony Financial
Kettering, OH
12.2014 - 03.2019
- Coordinated specialized policy and new client projects with the goal of improving outcomes and profitability.
- Assessed new client build potential by completing detailed analysis engaging with cross-functional teams.
- Managed various projects in areas of training, risk assessment, business requirements, and policy controls.
- Gathered client portfolio requirements and executed scripts for testing and validation of bank authorization strategies.
- Supported department leadership in new client implementations, managing complex projects from inception to completion.
- Spearheaded adoption of cutting-edge technologies, keeping company at forefront of industry advancements.
- Fostered culture of continuous improvement, leading by example and encouraging innovation at all levels.
Quality Control Specialist
Synchrony Financial
Kettering, OH
12.2013 - 12.2014
- Spearheaded quality control and process monitoring initiatives, reviewing client calls against key performance indicators and core metrics. Standardized workflow and coached associates on policies and procedures.
- Audited a variety of business initiatives against Service Level Assurance quality metrics.
- Established plans for continuous process improvement after extensive critical analysis.
- Enhanced organizational results after developing and launching calibration sessions to review data, strategize quality control methodologies, and partner with internal stakeholders.
Fraud Detections and Claims Investigator
Synchrony Financial
Kettering, OH
05.2009 - 12.2013
- Analyzed claim documentation for accuracy and consistency, identifying discrepancies and recommending resolutions.
- Investigated complex claims to determine validity and ensure compliance with company policies.
- Improved customer satisfaction rates by providing clear explanations of claim decisions and addressing concerns professionally.
- Contributed positively to company reputation by consistently upholding ethical standards throughout each step of the investigative process.
- Collaborated with federal agencies on investigations to provide information pertaining to criminal proceedings.
- Technical writing including SARs (Suspicious Activity Reports) and bankruptcy documents for government filing.
Customer Care Representative
Synchrony Financial
Kettering, OH
07.2002 - 04.2012
- Managed high-volume calls while maintaining accuracy in servicing and issue resolution.
- Resolved customer inquiries and complaints through effective communication and problem-solving skills.
- Conducted comprehensive research on areas of need to champion continuous improvement, communicating complex issues with global stakeholders across the enterprise.
- Trained team members on effective communication techniques to improve service delivery.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
- Led initiatives to reduce response times, improving overall operational efficiency in customer support workflows.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Education
Master of Business Administration -
Keller Graduate School of Management
Columbus, OH01.2020
Bachelor of Business Administration - Global Supply Chain Management
DeVry University
Columbus, OH01.2019
Associate of Science - Digital Communications and Multimedia
Kaplan University
Dayton, OH01.2005
Skills
- Service excellence
- Continuous quality improvement
- Process optimization management
- Project management
- Professional writing
- Critical thinking
- Data analysis
- Technical support
- Information gathering
Timeline
Compliance Analyst
Premier Health
10.2023 - 01.2025
Quality Improvement Analyst
Premier Health
12.2022 - 09.2023
Government Contractor, Business Operations Analyst
Peerless Technologies
11.2021 - 06.2022
Sr. Specialist, Fraud Policy & Surveillance
Synchrony Financial
12.2014 - 03.2019
Quality Control Specialist
Synchrony Financial
12.2013 - 12.2014
Fraud Detections and Claims Investigator
Synchrony Financial
05.2009 - 12.2013
Customer Care Representative
Synchrony Financial
07.2002 - 04.2012
Bachelor of Business Administration - Global Supply Chain Management
DeVry University
Associate of Science - Digital Communications and Multimedia
Kaplan University
Master of Business Administration -
Keller Graduate School of Management