Kaci Jones
Houston,TX
Overview
11
11
years of professional experience
Work History
Subpoena Clerk
Ontellus
01.2024 - Current
- Conducted thorough audits of subpoena records to identify errors and inconsistencies, ensuring compliance with established guidelines.
- Provided exceptional customer service when interacting with clients, law firms, or courts regarding subpoena matters.
- Assisted in maintaining up-to-date knowledge of changing regulations affecting the handling of subpoenas within the organization.
- Facilitated clear communication between team members regarding ongoing cases, ensuring seamless coordination in responding to subpoenas quickly and effectively.
- Efficiently entered and processed subpoena requests and orders into designated systems.
- Maintained a meticulous system for organizing, filing, and tracking subpoenaed documents.
- Coordinated with various departments and external parties to retrieve required records in compliance with legal requirements.
- Facilitated communication between legal teams, departments, and external entities regarding subpoena status and document availability.
- Ensured all activities adhere to legal guidelines and company policies regarding document handling and confidentiality.
- Generated reports as necessary to track subpoena status, document retrieval progress, and compliance metrics.
- Conducted quality checks to ensure accuracy and completeness of entered orders and retrieved documents.
Operations Case Manager
New York State Office of Temporary and Disability Assistance
05.2022 - 12.2023
- Used applicable policies and procedures to review Web-based Emergency Rental Assistance applications to determine eligibility, make appropriate assistance recommendation, and finalized applications for Quality Control review in a timely manner
- Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customersʼ accounts
- Examined and evaluated all documents to ensure authenticity
- Identified fraud patterns through the monitoring of documents
- Calculated income, deductions, exemptions, and rental assistance amounts
- Communicated via phone and email with applicants to obtain outstanding documentation to continue processing pending applications
- Ensured applicantsʼ files are complete and concise and observe applicant/file confidentiality etiquette
- Advised both Tenants and Landlords of program regulations, administrative policies, and procedures when required
- Completed reports to detail application assignment status and provided reasoning for application processing delays
- Participated in bi-weekly team meetings to discuss best practices and recommendations for improving workflow
- Provided support to the Operational and Business units of the organization on fraud related matters
- Collaborated with supervisors and co-workers to ensure and achieve the Departmentʼs goals.
Senior QA Specialist
Vroom
05.2021 - 05.2022
- Organized customer information in a customer's file for efficient processing through the funnel
- Managed a pipeline of open contracts pending funding from our external lender partners
- Efficiently QA and verify a deals readiness for the shipping process
- Reviewed and verified sensitive materials such as a driver's license, auto insurance, and vehicle titles
- Quality assured the structure and configuration of consumer contracts when they sell or purchase a vehicle with Vroom
- Analyzed customer credit bureaus
- Confidentiality manage, analyze, and process customers' credit applications, ensuring accuracy of customer data, and adherence to Vroom's processing policies
- Assisted customers with their questions related to their contracts or the overall process through live chat and or email
- Own consistent follow ups on pending transactions
- Educated customers on financial products and processes
- Handled customer escalations with the ability to de-escalate issues.
Mortgage Loan Processor
D.R. Horton
08.2018 - 05.2021
- Assist residential loan applicants
- Verifying that application data is complete, accurate, and meets established standards including type and amount of mortgage, borrow assets, liabilities, and length of employment
- Process approved mortgage loans
- Evaluate credit reports to determine credit worthiness based on industry standards
- Order surveys, appraisals, title commitments, flood certification forms, and any other required legal documents
- Upload loan applications for credit scoring
- Prepare loan packages for underwriting review
- Satisfy underwriter conditions in a timely manner
- Quote mortgage payoffs
- Answer telephone calls pertaining to real estate transactions
- Notify insurance companies of all new liens
- Maintain mortgage files
- Process purchases refinances, home equity, home improvement, modifications and interim construction loans.
Office Manager
Cross Claims Insurance Adjusting Service
06.2017 - 07.2018
- Handled telephone inquiries of moderate technical nature to assist callers using the claim system
- Entered details of conversation into the claim system to document call
- Assignment of field adjusters and desk adjusters to claims
- Directed non-routine calls to adjusters or manager
- Provided basic information to insureds/claimants regarding liability and coverage from reading and interpreting file notes to provide an update on the claims process and on that individualʼs claim
- Provided clerical support for the office and assists CEO/CFO in various administrative duties related to objective results and office performance
- Opened, sorted, identified appropriate claim/adjuster and forwarded mail in a timely manner
- Prepared outgoing mail and ensures timely mailing.(copy work and fax.) Assisted and contributes to the completion of projects
- Set up and maintained logs and reports as assigned
- Maintained filing system, Daily correspondence and performed all other duties as required.
Accounts Receivable Specialist
Tailored Brands Corporate Office
01.2017 - 06.2017
- Payments processed include paper check lockboxes, credit card payments, electronic transfers, and ach payments
- Conserved executive's time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analyzing information
- Office administrative duties such as organization of office, answering phone, and directing inquiries, accounts payable/receivables
- Handled requests and queries appropriately
- Maintained diary, arrange meetings and appointments and provide reminders
- Occasionally preparing excel spreadsheets for reports
- Developed and carry out an efficient documentation and filing system
- Maintained customer confidence and protects operations by keeping information confidential
- Completed multiple projects and follow up on results
- Prepared reports by collecting and analyzing information.
Team Manager
Sutherland Global Services
10.2013 - 12.2016
- Managed a team of clinical documentation specialists who collected information about medical diagnoses and treatments to enter into computer databases
- Trained agents how to register, schedule, reschedule, and verify patient appointments, also schedule appointments with secondary care providers and verify insurance for the Department of Veteran Affairs
- Ensured that agents adhered to assigned schedules, company policy, and quality goals while standardizing customer service procedures across the company
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analyzing data to assist management as they determine call center goals
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Education
Business -
Prairie View A & M University
High School Diploma -
James Madison Senior High School
01.2003
Skills
- Quality assurance
- Mortgage loan processing
- Administrative support
- Team management
- Accuracy
- Exceptional customer service
- Problem-solving
- Adaptability
- Achieving organizational goals
- Quality Control review
- Fraud prevention and detection
- Fraud pattern identification
- Income calculation
- File completeness and confidentiality
- Regulation and policy advising
- Workflow improvement
- Operational and business support
- Supervision and collaboration
- Customer information organization
- Pipeline management
- Contract structure and configuration assurance
- Credit bureau analysis
- Customer support
- Financial product education
- Residential loan assistance
- Credit evaluation
- Underwriting support
- Mortgage payoff quoting
- Real estate transaction inquiries
- Insurance notification
- Mortgage file maintenance
- Loan processing
- Telephone inquiry handling
- Call documentation
- Adjuster assignment
- Claim information provision
- Clerical support
- Project completion
- Accounts receivable processing
- Executive support
- Office administration
- Meeting and appointment scheduling
- Report preparation
- Clinical documentation collection
- Patient appointment scheduling
- Insurance verification
- Call center supervision
- Agent training
- Performance monitoring and evaluation
- Data analysis
- Customer satisfaction maximization
- Microsoft Office
- Data Entry
- Database management
- Scheduling
- Auditing
- ICD-10
- Insurance Verification
- Customer Service
- Account Management
- Medical Terminology
- Sharepoint
- MR8
- Adobe
- EMR
- Epic
- Peoplesoft
- Quickbooks
- SAP
- Salesforce
- Recruiting
- Payroll
- Human Resources
- ADP
- Marketing
- Billing
- MS Office
- Accounting
- Software Troubleshooting
- Encompass
- CRM
- Credit Analysis
- Google Docs
- SQL
- DocuSign
- Pivot tables
- Zendesk
- Shopify
- Google Suite
- IOS
- Docuphase
Personal Information
Title: Business Operations Analyst
Timeline
Subpoena Clerk
Ontellus
01.2024 - Current
Operations Case Manager
New York State Office of Temporary and Disability Assistance
05.2022 - 12.2023
Senior QA Specialist
Vroom
05.2021 - 05.2022
Mortgage Loan Processor
D.R. Horton
08.2018 - 05.2021
Office Manager
Cross Claims Insurance Adjusting Service
06.2017 - 07.2018
Accounts Receivable Specialist
Tailored Brands Corporate Office
01.2017 - 06.2017
Team Manager
Sutherland Global Services
10.2013 - 12.2016
Business -
Prairie View A & M University
High School Diploma -
James Madison Senior High School