Justine Miller
Galloway
Summary
Professional in regulatory licensing procedures, bringing valuable experience in managing licensing requirements and facilitating approvals. Committed to fostering team collaboration and delivering consistent results. Known for adaptability in dynamic environments and proficiency in regulatory analysis and documentation management.
Overview
15
15
years of professional experience
Work History
Senior Licensing Analyst
Bally's Interactive/Bally's Corporation
06.2022 - Current
- Analyzed licensing applications to ensure compliance with regulatory standards.
- Collaborated with cross-functional teams to streamline licensing workflows and enhance efficiency.
- Implemented tracking systems to monitor licensing status and renewals effectively.
- Maintained comprehensive records of licensing activities, facilitating audits and regulatory reviews.
- Contributed development implementation new software system streamline manage entire lifecycle each license agreement.
Product Trainer
GeoComply
05.2022 - 06.2022
- Developed and delivered comprehensive training programs for product knowledge and application.
- Assessed trainee performance and provided constructive feedback for continuous improvement.
- Facilitated onboarding sessions to ensure new hires understood product features and benefits.
- Analyzed training effectiveness through participant evaluations and adjusted content accordingly.
Quality Assurance and Training Manager
Bally's Interactive
04.2021 - 05.2022
- Created, trained, and implemented Standard Operating Procedures for rapidly changing internal and client policies.
- Offered clear and concise Quality Audits of Team Members with timely feedback for best practices.
- Helped maintain compliance with jurisdictional regulations in each market by documenting procedures.
- Conducted needs assessments to identify skill gaps and tailored training initiatives accordingly.
- Developed and implemented comprehensive training programs to enhance employee performance and engagement.
Centralized Authorization and Scheduling Team Manager
Cape Regional Health System
11.2020 - 04.2021
- Provided constant feedback on performance with daily audits and clinical appointment reviews.
- Offered clear and concise guidance to disseminate information on rapidly changing COVID protocols.
- Analyzed daily call rates to identify trends and facilitate workload adjustments to maximize productivity.
- Identified opportunities to increase team efficiencies with an 8% increased answered call rate during the first month of implementation.
Customer Service and Quality Assurance Manager
Kindred Group
05.2020 - 11.2020
- Coached and reported on KPI results of 10 direct reports to ensure all required Service Levels were met consistently.
- Resolved escalated player issues in a timely manner, internally and as regulator referrals.
- Produced and implemented standard operating procedures for both Customer Service and Player Sustainability teams.
- Developed quality assurance guidelines to audit and measure key performance metrics with regular feedback on agent performance and development.
Quality Assurance and Training Manager
SG Digital
03.2018 - 05.2020
- Produced comprehensive blended learning strategies for call center customer service representatives of multiple online casino and lottery brands.
- Completed 30-hour Responsible Gaming course for clinicians to aide agents in assisting players with Responsible Gaming issues.
- Created and consistently updated training programs to maintain compliance with regulations in online gaming, including Anti-Money Laundering and Responsible Gaming modules.
- Implemented Quality Assurance rubrics to develop and measure key performance metrics, providing timely coaching sessions and constructive feedback.
- Developed Standard Operating Procedures for the Customer Service, Risk & Fraud, and Payments departments.
- Efficiently collaborated with multiple departments as the point person for company-led initiatives.
General Manager and District Trainer
Books-A-Million
10.2010 - 03.2018
- Repeatedly recognized for top performance through promotion and selection for high priority initiatives and group-led projects.
- Served as District Trainer and traveled to multiple stores throughout New Jersey and Pennsylvania to implement new policies and procedures.
- Consistently ranked in the top ten of the company for all sales initiative goals, both personal and team focused.
- Evaluated employee performance, set goals, and developed improvement plans.
- Received overall store performance rank of #3 in company for Fiscal 2017 and #9 for Fiscal 2018 out of 235 stores nationwide.
- Rated top ten in company in Overall Customer Satisfaction for 2015, 2016, and 2017.
Education
Bachelor of Arts - English
Albright College
05-2007
Skills
- Microsoft office
- Legal research
- License management
- Software licensing
- Attention to detail
- Documentation skills
Timeline
Senior Licensing Analyst
Bally's Interactive/Bally's Corporation
06.2022 - Current
Product Trainer
GeoComply
05.2022 - 06.2022
Quality Assurance and Training Manager
Bally's Interactive
04.2021 - 05.2022
Centralized Authorization and Scheduling Team Manager
Cape Regional Health System
11.2020 - 04.2021
Customer Service and Quality Assurance Manager
Kindred Group
05.2020 - 11.2020
Quality Assurance and Training Manager
SG Digital
03.2018 - 05.2020
General Manager and District Trainer
Books-A-Million
10.2010 - 03.2018
Bachelor of Arts - English
Albright College
Similar Profiles
Lu FangLu Fang
Accounting Supervisor at Bally's InteractiveAccounting Supervisor at Bally's Interactive
Michael MayoMichael Mayo
Risk & Fraud Analyst at Bally's InteractiveRisk & Fraud Analyst at Bally's Interactive
Ting LiTing Li
SOFTWARE DEVELOPER at Bally's InteractiveSOFTWARE DEVELOPER at Bally's Interactive
Nicholas DoyleNicholas Doyle
Claims Adjuster at Liberty MutualClaims Adjuster at Liberty Mutual
Marica CherryMarica Cherry
Senior Tax Analyst at HR BlockSenior Tax Analyst at HR Block