Josie Wells
Southaven,Mississippi
Summary
Cybersecurity student with strong organizational skills eager to secure entry-level Security Auditor position. Successful at optimizing security standards, improving planning processes and managing systems implementation. Knowledgeable about disaster recovery planning, road mapping and team development.
Overview
14
14
years of professional experience
Work History
Quality Analyst
Anovo Rx
Southaven, MS
11.2021 - Current
- Led cross-functional teams to improve technical compliance, resulting in increased customer satisfaction & reduced risk exposure, tracked via metrics & dashboards
- Improved Identity & Access Management operational metrics & Information Security controls, generating actionable trend analysis & process improvement recommendations, with metrics & SOPs backed by SQL/MySQL, JAVA & advanced Excel functions
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Administered 125 internal quality audits and assessed results to inform corrective action measures.
Payment Systems Administrator
Scan Source
Memphis, TN
04.2015 - 11.2021
- Successfully implemented software for 500 users, increasing productivity by 25 percent, reducing costs by $100K
- Developed and implemented new product key system that reduced product key resolution time by 50 percent, improving customer satisfaction by 20 percent..
- Successfully migrated product key data from legacy database to new system to reduce key lookup time
- Lead Payments Platform product strategy & execution, driving key metrics & velocity to support multiple geographies & use-cases, leveraging quantitative analytics & strong customer focus.
- Ran errands and provided general office support in a professional environment
Order Processing Clerk
Mires Tire Supply
Memphis, TN
06.2014 - 04.2015
- Successfully processed 320 orders per day with an accuracy rate of 99.5 percent, saving the company 10 hours of manual labor
- Implemented Manhattan and Scale systems to keep track of client information and orders, update accounts and monitor shipments to obtain and relay real-time information
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
Fraud Claims Processor
Accredo Specialty Pharmacy
Memphis, TN
08.2013 - 06.2014
- Analyzed information gathered by investigations to report findings and recommendations
- Evaluated accuracy and quality of data entered into agency management system.
- Decreased processing time of claims by 35 percent, saving the company $50K annually, by streamlining review process.
- Monitored claims processing trends to identify potential areas of improvement.
Customer Service Representative
Sitel Worldwide
Memphis, TN
01.2009 - 05.2012
- Answered 400 inbound calls per day while achieving over 95 customer satisfaction rating
- Reduced wait time for incoming callers from 10 minutes to 3 minutes, increasing customer satisfaction by 40, as measured by customer surveys.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Master of Science - Cybersecurity Operations And Leadership
University Of San Diego
San Diego, CA05.2024
BBA - Management of Information Systems And Technology
University Of Memphis
Memphis, TN12.2020
Skills
- Leadership
- Cybersecurity Frameworks
- Security Improvements
- Operations Security
- Data Analysis
- Customer Satisfaction
- Microsoft Office
- Documentation
Affiliations
- Association of Information Technology Professionals
ISACA Member
Member since 2022
Timeline
Quality Analyst
Anovo Rx
11.2021 - Current
Payment Systems Administrator
Scan Source
04.2015 - 11.2021
Order Processing Clerk
Mires Tire Supply
06.2014 - 04.2015
Fraud Claims Processor
Accredo Specialty Pharmacy
08.2013 - 06.2014
Customer Service Representative
Sitel Worldwide
01.2009 - 05.2012
Master of Science - Cybersecurity Operations And Leadership
University Of San Diego
BBA - Management of Information Systems And Technology
University Of Memphis
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