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
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
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
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
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
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
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
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
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