Pamela Mullen
Florence,Kentucky
Work Preference
Summary
An experienced and enthusiastic consultant with a track record of success across a wide range of industries. Possesses exceptional interpersonal, problem solving, leadership, and analytical skills to provide financial education and expertise to participants on equity awards, while improving the business performance of the Proactive Engagement team within Fidelity. Experienced in many other aspects of operations, strategy, healthcare, human resources, and finance. Committed to continuous growth by utilizing current knowledge and eager to gain additional skills in order to drive excellence in the business.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Stock Plan Consultant III - Proactive Engagement
Fidelity Investments
12.2021 - Current
- Consulting and Presenting: Deliver comprehensive education and assistance to participants on stock plan accounts and awards, emphasizing benefits and plan understanding.
- Multi-Unit Skills: Demonstrate proficiency in multiple Fidelity business units, particularly in SPS, assisting in FI with investigations and SARs, and taking a year loan with FMS.
- Active Listener: Exhibit exceptional active listening abilities, discover more information, and foster authentic connections with participants, supported by CEI scores.
- Works Across Fidelity: Utilizes brokerage training to evaluate participant requirements and needs, while offering specialized assistance throughout various business units.
- Excellent Time Management: Manages 75-150 leads weekly from initiation to completion via proactive client engagement calls.
- Conversation Adaptability: Ability to pivot while engaged in comprehensive discussions to provide support on a variety of topics in a short time, such as termed participants, equity award analysis, and expiring stock options, utilizing telephone appointments and email exchanges.
- Analytic Abilities: Executes consistent evaluations of team operations and recognized opportunities for improvement.
- Employee Engagement: Guides team on targets to facilitate employee success.
Coordination of Benefits Analyst
Revecore
01.2018 - 01.2021
- Claims Review and Analysis: Expertise in reviewing and analyzing claims on various platforms to ensure accurate reimbursement.
- Commercial, Medicare, Tri-Care, and Auto Claims Handling: Proficiency in handling multi-payor claims in compliance with various state laws and as many as 15 different carrier contracts per client.
- Contract Review: Skill in reviewing contracts and identifying necessary details needed to create appeals for over 10 large hospital clients across the U.S.
- Research and Problem-Solving: Ability to conduct research to find solutions and resolve claim issues, coordinating with multiple payors through detailed appeal letters, phone calls, or emails.
- Eligibility Verification: Experience in verifying eligibility via carrier websites and phone calls.
- Interdepartmental Collaboration: Capability to refer claims to other departments and collaborate for advice and help with solutions.
- Detailed Documentation and Communication: Proficiency in adding detailed notes into systems and communicating findings to clients.
- Trend Identification and Advising: Ability to identify and advise on potential trends.
- Mentoring and Training: Experience in mentoring and training new employees as well as preparing the onboarding processes to our department.
- Project Management: Skilled in completing projects such as reviewing and implementation of new claims or client processes.
Medicare Retail Service Operations Specialist
Humana Insurance Company
01.2013 - 01.2018
- Issue Research and Resolution: Expertise in assisting agents with member issues related to billing, enrollment, benefits, and claims. Ability to research and resolve issues with member accounts, including web registration and navigation.
- Effective Communication: Proficiency in responding to agents and members via email, ensuring clear and effective communication. Experience in contacting providers to resolve claim and billing issues, keeping members out of the middle of any conflicts.
- Training Program Completion: Completion of various training programs, including MTV, CAS, CSS systems, web chat, large group commercial, and provider claim assistance.
- Special Project Management: Skilled in special projects, such as the Age in Project for 65+ members and providing MSO auditing.
- Subject Matter Expertise: Acting as a Subject Matter Expert (SME) in various areas while assisting new talent. Experience in training new employees and continuously adding new skills to enhance performance.
- Customer Service Specialist Experience: Began as a Customer Service Specialist (CSS), handling Affordable Care Act (ACA) policies and assisting members with enrollment, finding care, case management, and claim resolution.
Federal Department-Collections Representative
General Revenue Corporation
01.2011 - 01.2013
- Account Research and Prioritization: Expertise in researching and prioritizing accounts for over 900 clients.
- Payment Arrangement Coordination: Proficiency in contacting account holders via phone and letter to discuss payment arrangements or set up government consolidation programs.
- Financial Assessment: Ability to assess debtor finances to create proper payment arrangements on delinquent accounts.
- Documentation and Filing: Experience in documenting, copying, faxing, and filing important documents.
- Communication Skills: Demonstrated excellent verbal communication, typing abilities, and multi-tasking with several systems and processes.
- Legal Compliance: Knowledge of and adherence to laws and guidelines at the federal and state level during each call.
Deputy Jailer-Field Training Officer
Kenton County Detention Center
01.2008 - 01.2011
- Surveillance and Supervision: Directly supervised and monitored 90+ individuals, ensuring compliance with facility rules and regulations.
- Crisis Management: Effectively managed crisis situations, de-escalating conflicts to ensure safety and well-being.
- Regulatory Compliance: Enforced rules and regulations provided by the Department of Corrections, maintaining facility security and inmate accountability.
- Incident Documentation: Documented incidents, maintained accurate daily logs, and completed incident reports in compliance with departmental policies.
- Search & Inspection: Conducted thorough searches and inspections, discovering contraband items to ensure safety.
- Training & Onboarding: Assisted with onboarding new deputies and trained them in necessary skills to perform their duties safely and in confidence.
- Detail Oriented: Maintained detailed records and logs, ensuring accuracy and compliance with procedures.
- Communication: Strong verbal and written communication skills, essential for documenting incidents and proper reporting. Monitored radio transmissions between staff to respond immediately to directions and emergencies.
- Conflict Resolution: Skilled in resolving conflicts between inmates and maintaining a safe environment.
Education
Certificate - OSHA 10 - General Industry Safety & Health
University of South Florida
Tampa, FL12-2025
Bachelor of Science - Organizational Leadership
Wilmington University
Wilmington, DE08-2025
Certificate - Digital Marketing
Wilmington University
Wilmington, DE08-2025
Skills
- Leadership: Robust background in leadership, demonstrated through various roles Confident decision-making abilities
- Creative and analytical skills: Strong analytical skills, essential for completing audits and investigations Yet not afraid to think outside of the box for new opportunities
- Time management: Ability to prioritize tasks effectively to meet deadlines Maximizes productivity by using time efficiently
- Client engagement and communication: Strong verbal and written communication skills, crucial for reporting, documentation, and building rapport with stakeholders Excels in active listening, important for conflict mitigation and supervision
- Expert mentor: Provides clear and constructive guidance while Inspiring and motivating mentees to reach their full potential
- Detail oriented: Keen attention to detail, ensuring compliance with state and federal policies
- Integrity and honesty: Build trust with clients through transparent communication and ethical decision making
- Public speaking: Comfortable with presentations and speaking to large groups of 100 people in person or virtually
Affiliations
- SPS Employee Engagement Team Member
- WLG - Women's Leadership Group
- Kahlila Program for Leadership - Elite Status
Certification
- University of South Florida- OSHA 10hr and 30hr Certification (2025)
- General Securities Registration Examination - Series 7 & 63 (2022)
Awards
- Hustle Hall of Fame - March 2026
- Customer Obsessed - 2025, 2026
- Employee Volunteerism - 2025
- Above and Beyond - Call of the Month 2024, 2025
- Owns The Outcome - 2024, 2026
- Coaches Others to Their Full Potential - 2024, 2025x2
- Thinks & Works Across Fidelity - 2024
- Tells it Like it is and Enables Candid Debate - 2024
- Stock Plan Services MVP -June 2024
- SPS ETA Winner - Q4 of 2022
- Performance Excellence: Recognized as a Top Performer - 2015, 2016, and 2017 at Humana.
- Award-Winning: Recipient of the STAR Award - 2014, 2016, and 2017 at Humana.
- Incentive Achievements: Humana REACH Incentive - all four quarters from 2014-2016.
Volunteer Services
- Ft Mitchell Fire Department/EMS, Volunteer
- Various community service activities, including: Trash for Cash, Be Concerned, making blankets for the homeless, and assisting with local high school sports concessions.
- Writing & Communication: Contributed as a writer for the team newsletter at Humana.
- Team Engagement: Coordinated team engagement activities at Humana and continue to do this with Fidelity.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Software
Microsoft Suite
Excel
PowerPoint
Windows
EPIC
Word
PhotoShop
Timeline
Stock Plan Consultant III - Proactive Engagement
Fidelity Investments
12.2021 - Current
Coordination of Benefits Analyst
Revecore
01.2018 - 01.2021
Medicare Retail Service Operations Specialist
Humana Insurance Company
01.2013 - 01.2018
Federal Department-Collections Representative
General Revenue Corporation
01.2011 - 01.2013
Deputy Jailer-Field Training Officer
Kenton County Detention Center
01.2008 - 01.2011
Certificate - OSHA 10 - General Industry Safety & Health
University of South Florida
Bachelor of Science - Organizational Leadership
Wilmington University
Certificate - Digital Marketing
Wilmington University