Kaci Jones
Houston
Summary
With over 15 years of experience in corporate business operations. Expertise in streamlining processes, optimizing efficiency, and driving profitability. Dedicated professional with a proven track record of exceeding expectations.
Overview
8
8
years of professional experience
Work History
Order Entry Team Lead
US Legal Support - Litigation Resource Services
Houston
08.2024 - Current
- • Led a team of order entry specialists, training new hires, improving accuracy, and streamlining processes.• Managed high-volume order processing, resolving discrepancies to prevent delays and ensure compliance.• Optimized workflow distribution, enhancing team productivity and meeting strict deadlines.• Collaborated with sales, logistics, and other teams to improve order fulfillment efficiency.• Utilized MR8 and CRM systems to track orders, maintain records, and support seamless operations.
Subpoena Clerk
Ontellus
01.2024 - 09.2024
- 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..
- 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
- 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
- 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
- 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
- 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
- Notify insurance companies of all new liens
- Maintain mortgage files
- Facilitated quality control of legal documents and title for closing of escrow
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
- 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
- Office administrative duties such as organization of office, answering phone, and directing inquiries, accounts payable/receivables
- Handled requests and queries appropriately
- Occasionally preparing excel spreadsheets for reports
- Developed and carried out an efficient documentation and filing system
- Completed multiple projects and followed up on results
- Prepared reports by collecting and analyzing information.
Education
High School Diploma -
James Madison Senior High School
01.2003
Business -
Prairie View A & M University
Skills
- Quality assurance
- Mortgage loan processing
- Team management
- Accuracy
- Problem-solving
- Adaptability
- Achieving organizational goals
- Quality Control review
- Fraud prevention and detection
- Income calculation
- Workflow improvement
- Operational and business support
- Supervision and collaboration
- Pipeline management
- Contract structure and configuration
- Customer support
- Financial product education
- Residential loan assistance
- Underwriting support
- Mortgage payoff quoting
- Mortgage file maintenance
- Loan processing
- Customer Service Excellence
- Call documentation
- Clerical support
- Project completion
- Accounts receivable processing
- Executive support
- Office administration
- Report preparation
- Clinical documentation collection
- Scheduling
- Insurance verification
- Call center supervision
- Agent training
- Performance monitoring and evaluation
- Data analysis
- Customer satisfaction maximization
- Microsoft Office Suite
- 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
- Accounting
- Software Troubleshooting
- Encompass
- CRM
- Credit Analysis
- Google Docs
- SQL
- DocuSign
- Pivot tables
- Zendesk
- Shopify
- Google Suite
- IOS
- Docuphase
Timeline
Order Entry Team Lead
US Legal Support - Litigation Resource Services
08.2024 - Current
Subpoena Clerk
Ontellus
01.2024 - 09.2024
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
High School Diploma -
James Madison Senior High School
Business -
Prairie View A & M University