Maggie Ivana Kajji
Spring Valley,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team and department goals.
Overview
11
11
years of professional experience
Work History
Performance Senior Analyst
Kaiser Permanente
07.2022 - Current
- Maintaining the purpose of the Quality Program by acknowledging and commending AARs on the exceptional quality of 100% for any given month
- Completes work assignments autonomously by applying up-to-date expertise in subject area to generate consistency
- Auditing Manual Enrollments, Web Enrollments, Family Account Changes, Electronic File Kick outs, Retroactivity adjustments, Manual batch processing, Refunds, Call Quality calls, Electronic Premium Standard Files, Electronic HI MAG Files, New group set up for Commercial lines of business, etc
- Participating in Quality review focus trainings for continued success
- Provides insight and supports the development and implementation of business initiatives for OneMAQP
- Participating in Quality focus meetings weekly to review trends for driven results
- Auditing Customer service phone calls for Commercial Lines of Business
- Performs data analyses to support business initiatives by using appropriate data analysis tools for business performance
- Providing Quality Feeback auditing for consistency in Lines of Business
- Participating with Operations for tactical meetings to provide training to staff
- Associate Improvement Lean Six Sigma training
- Manages moderately complex projects
- Supports organizational alignment of business initiatives by evaluating performance metrics
Team Lead
Kaiser Permanente
09.2021 - 02.2022
- Improving enrollment processing for temporary staff in a virtual setting
- Establishing rapport with temporary staff for assistance in enrollment processing, special projects, delayed enrollments
- Executed aging reports for Senior Level Management
- Resolving discrepancies with election forms to provide accuracy in processing across the board
- Participating in numerous training classes for extensive knowledge
- Consulting with senior management for process updates, production, and quality program consistency
- Offering knowledge for temporary staff success in role
- Main participant for on-the-job training as point of contact for temporary staff
- Exceeding expectations in quality program trends and improvement for temporary staff, tackling trends for improvement in department goals
- Managed distribution of daily assignments & team goals daily
- Developed Desk Level Procedures for consistency across the department staff
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Audited team performance and compliance with Type and Type standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Coached team members in techniques necessary to complete job tasks.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Business Analyst
Kaiser Permanente
02.2022 - 07.2022
- Reconciliation of ESRD data analysis to locate discrepancy between Center for Medicare/Medicaid & Kaiser Permanente files
- Making outbound calls to Facilities to verify Modality chronic end stage renal disease information
- Analyzing data for Affiliated & Non-affiliated members while updating the End Stage Renal Disease Access Database
- Recommended business process improvements to allow more efficient streamlining and betterment of existing processes and data storage
- Identifying trends in improved internal processes, systems, etc
- Verifying Medicare information and updating data throughout numerous platforms
- Ensuring all workflow items are completed within the set turn-around-time within quality expectations
- Responsible for assignment distribution of End Stage Renal Disease Variances, New Starts, and Modality Change, and Claims files for all California, Regions outside of California, and Mid-Atlantic States
- Participating in Trainings & Team Meetings for consistent learning and growth
Account Administrative Representative
Kaiser Permanente
11.2015 - 09.2021
- Consistently maintaining & improving enrollment processing
- Evaluating high attention to detail projects
- Exceeding daily individual goals for “my work day” productivity
- Resolving request for information discrepancies for enrollment
- Knowledge in enrollment processing, request for information incomplete/response, minimal out of area processing, and disenrollments
- Processing time sensitive medicare enrollments through adhoc & queue PROCESSING
- Stabilizing flexibility in all queues within medicare
- Awarded first aar in generating excellence in medicare
- Awarded for individual attendance
- Awarded first administration representative demonstrating 100% excellence for quality program
Team Lead
Kaiser Permanente
01.2018 - 01.2019
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Adjusted equipment to meet different productivity levels.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Audited team performance and compliance with Type and Type standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Representative
Bartech Group Temporary Staffing Agency
07.2015 - 11.2015
- Performing reconciliation of data & member relationship maintenance
- Evaluating high attention to detail projects for member Medicare satisfaction
- Participating in numerous regions training for advancement in the company
Financial Services Representative/Support Specialist
San Diego County Credit Union
12.2013 - 07.2015
- Providing excellent customer service with maintained perfect mystery shops
- Processing accurate and friendly transactions with a perfect balancing record
- Participating in onsite/offsite events for advancement in the company
- Maintaining & updating monthly, quarterly, and yearly audits
- Cold calling for sales goals
- Processing new accounts, visas, and loans for existing and new members
- Assisting in the staff resource pool for branch shortages
- Responded to inquiries from clients and provided financial advice to drive fiscal growth.
- Maintained updated records of all financial transactions to support traceability.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Advised clients on favorable investment opportunities to meet established financial goals.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Worked with clients to provide competitive commercial banking solutions and retail financing plans.
- Developed and delivered financial presentations to drive client engagement.
- Developed and implemented risk management strategies to minimize financial losses.
- Monitored changes in financial markets and kept clients informed of latest developments.
- Offered competitive commercial banking solutions and retail financing options.
- Conducted market research and analysis to identify investment opportunities.
- Built and established relationships with clientele to improve future business opportunities.
- Delivered guidance on financial regulations and requirements.
- Developed and maintained database of financial records for clients.
- Analyzed and interpreted financial data to inform business decisions.
- Analyzed financial trends and provided detailed financial reports to management.
- Devised and implemented controls and procedures to promote financial accuracy.
- Negotiated and managed financial contracts with vendors and suppliers.
- Created and implemented innovative financial strategies to increase profitability.
Teller
JP Morgan Chase & Co
10.2012 - 12.2013
- Awarded #2 out of top 5 teller for sales referrals for san diego market in 2013
- Awarded for turning transactions into the best interactions for chase private client
- Provided rapport with day-to-day customer base
- Assisted with yearly safety deposit box audit reports
- Mastered cross selling products interim for personal banker positions throughout the branch
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Assisted with training of new tellers on policies and procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Maintained accurate records of customer transactions in line with bank procedures.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Handled various accounting transactions.
- Referred customers to other banking departments for specialized services.
- Established rapport with new clients to increase satisfaction and loyalty.
- Monitored and verified suspicious activity on customer accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Executed wire transfers, stop payments and account transfers.
- Cross-sold credit cards, loans and other bank products.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Processed applications for new accounts.
Education
High School Diploma -
Valhalla High School
El Cajon, CA05.2008
Skills
- Analysis, Client relationship building, Team Collaborator, Leadership skills, Problem solving skills, Resourceful, Excel skills, Operating systems, Reconciliation, Data gathering, Workflow delegation, Written Communications, Verbal Communications, Performance Management, Microsoft Office, Excellent Customer Service, Tactful, Advanced in coaching, Team player, Effective decision making, etc
- Corrective Actions
- Training Junior Team Members
- System Verification
- Project Requirements
- Presentation Development
- Microsoft PowerPoint
- Production Work
- Requirements Analysis
- Training Plans
- Performance Metric
- Personal Interviews
- Key Performance Indicators (KPIs)
- Team Routing
- Reporting and Analysis
- Employee Relations
- Performance Tests Conduction
- Performance Improvement
- Operational Efficiency
- Employee Engagement
- Business Development
- Performance Review
- Performance Plans
- Performance Attribution
- Data Collections
- Microsoft Excel
- Operational Improvements
- Interviewing Strengths
- System Performance
- Problem Resolution
Timeline
Performance Senior Analyst
Kaiser Permanente
07.2022 - Current
Business Analyst
Kaiser Permanente
02.2022 - 07.2022
Team Lead
Kaiser Permanente
09.2021 - 02.2022
Team Lead
Kaiser Permanente
01.2018 - 01.2019
Account Administrative Representative
Kaiser Permanente
11.2015 - 09.2021
Customer Service Representative
Bartech Group Temporary Staffing Agency
07.2015 - 11.2015
Financial Services Representative/Support Specialist
San Diego County Credit Union
12.2013 - 07.2015
Teller
JP Morgan Chase & Co
10.2012 - 12.2013
High School Diploma -
Valhalla High School
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