Sharima Moses

• Compiles, analyzes, and presents daily and monthly reports, employing insights to refine departmental strategies and improve outcomes
• Conducts a comprehensive training for a cohort exceeding 40 individuals, maintaining a 98% participant retention rate, resulting in a surge of over 2% in production
• Fosters the professional development of team members through continuous coaching and targeted training, enabling them to consistently achieve and exceed performance expectations, reducing attrition
• Conducts insightful performance reviews, offering constructive feedback and identifying pathways for individual growth
• Introduces process changes that elevate production efficiency, resulting in improved quality interactions and regulatory compliance
• Ensures adherence to service level agreements and adeptly manages relationships with valued business partners
• Skillfully identifies and communicates emerging issues and potential concerns, along with offering well-informed recommendations for appropriate severity classifications
• Established team priorities, maintained schedules and monitored performance
• Facilitated meetings to communicate team performance goals and results
• Led employee relations through effective communication, coaching, training, and development
• Cultivated positive, productive team environments, resolving conflicts quickly
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation
• Trained team members on quality assurance principles, fostering a culture of accountability and high performance
• Led a highly effective claims team, consistently achieving or exceeding company benchmarks for accuracy and efficiency.
• Conducted thorough investigations of disputed claims, leading to successful resolutions and settlements for clients.
• Managed high-volume caseloads efficiently while maintaining strict adherence to company policies and procedures.
• Applied strategic thinking when developing action plans aimed at meeting long-term department goals while addressing immediate needs simultaneously.

Perform quality assurance of claims by serving as the key point of contact for external auditors, including adopting audit recommendations and IRS regulation changes.

● Enhance operational effectiveness and excellence of the enterprise claims department by mentoring staff on new changes to accelerate the adoption of best practices to improve technical competence.

● Resolve 14-18 claims worth 20K daily within the bank's policies and procedures by following company standards and ensuring high quality and productivity.

● Leverage data to understand fraudulent behavior, identify trends, and inform policy decisions by utilizing established databases to provide insights into trending and claim performance.

● Handle escalated issues by successfully navigating enterprise best practices while mastering multiple systems to resolve customer requests in adherence to established service-level agreements.

● Maintain HIPAA compliance by documenting and analyzing claims records to ensure a positive outcome and improve claim resolution and processing efficiency.

● Recommend opportunities for scaling new and existing business processes by reviewing current business operations and researching for improvements and recommendations, exceeding customer/company needs.

● Minimize fraud and enhance quality control by liaising with claimants to resolve errors and investigate questionable claims, achieving optimum customer satisfaction.

● Identify and address resistance to change by delivering reports for claims analysis to management to stay abreast of current and company-wide developments, accelerating targeted change management strategies.

● Develop and implement SOPS best practices for payment network rules to maximize recoveries and chargebacks, resolving customer problems regarding ATM, debit card, and ACH and digital claims.

Leveraged data to understand fraudulent behavior, identified trends, and informed policy decisions by utilizing established databases to provide insights into trending and claim performance

• Handled escalated issues by successfully navigating enterprise best practices while mastering multiple systems to resolve customer escalation.
• Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.

• Conducted performance gap analysis of instruction design usage to improve SOPS by tracking student data aid with connections that lead to insights and improvements, increasing institution exam scores
• Instructed personal development courses by initiating and providing curriculum for student enhancement via in-person and online classrooms following student personal education plan
• Aligned stakeholders around “best fit” learning strategies by collaborating with internal and external partners
• Evaluated pre-existing training content and programs by liaising with SMEs and key stakeholders to gather content and feedback to create materials that support the curriculum goals and objectives
• Reduced dropout rates by coordinating weekly workshops totaling 108, promoting social, physical, and intellectual growth in the subject matter
• The district utilized community and free agency resources to provide education workshops by cultivating and maintaining rapport, saving the district money and resources