Salesforce
Stacy Edwards
Blue Springs,MO
Summary
Financial Operations Analyst with over 15 years of experience in optimizing financial and billing workflows, achieving a 30% increase in process efficiency within two years. In 2023, enhanced reconciliation accuracy to 99.9% and expedited month-end close by 3 days through data-driven reporting for senior leadership. Proven track record in driving operational improvements and executing effective business strategies. Expertise in strategic planning, data analysis, and process optimization, with a focus on identifying opportunities for increased efficiency and cost savings.
Overview
22
22
years of professional experience
5
5
Certifications
Work History
Licensed Health Insurance Agent / Client Account Manager
Spring Venture Group
Kansas City
06.2024 - Current
- Ensure billing accuracy by reconciling 500+ Medicare accounts monthly in Salesforce, cutting billing errors by 25% in 2024
- Validate premium changes and adjustments, resolving 30+ billing questions daily within 24 hours and raising first-contact resolution by 15%
- Analyze churn and payment patterns with AI, improving renewal forecasts by 12% within two quarters
Licensed Life Insurance Agent & Health Advisor
Colonial Penn Life Insurance
Remote
06.2022 - 06.2023
- Executed daily premium and claims variance reviews, recovering $500K+ in 2023 through corrected payments
- Reviewed and resolved complex billing disputes, cutting resolution times by 30% within compliance rules
- Guided seniors on premium options and due dates, raising satisfaction by 30% and reducing delinquency rates
Licensed Life Insurance Sales Manager
Primerica (Part-Time Independent Contractor)
Remote
04.2021 - 04.2023
- Stabilized cash flow by restoring 90% of delinquent accounts within six months through structured outreach
- Audited policy and premium data for 12+ agents, reducing documentation errors by 40% across the team
- Produced collections and KPI reports, giving leaders clear views of premium status and quarterly forecasts
Program Analyst
U.S. Department of the Treasury, Bureau of the Fiscal Service
Kansas City
07.2019 - 06.2021
- Managed $2M+ in monthly federal disbursements across 250+ accounts with 99.9% reconciliation accuracy
- Reconciled ledger, bank and system data, supporting month-end billing and clean year-end close
- Identified automated audit checks that reduced payment errors by 40% and strengthened controls
Quality Assurance Analyst & Lead Customer Service Representative
U.S. Department of the Treasury, Internal Revenue Service
Kansas City
11.2006 - 07.2019
- Resolved 40+ complex taxpayer account issues daily, reducing case cycle time by 45% within compliance rules
- Reengineered QA criteria and SOPs, increasing audit consistency by 25% across multiple service teams
- Coached 16+ reps on account research and documentation, lifting accuracy and service KPIs by 78% overall
Education
Coursework - Accounting Information Systems
DeVry University
Skills
- Operations assessment
- Workflow improvement
- Key performance indicator tracking
- Trend forecasting
- Stakeholder engagement
- Federal disbursement platforms
- Financial reporting
- Insurance systems expertise
- Salesforce proficiency
- Zendesk support
- Contact center management
- Advanced Microsoft Office skills
- Smartsheet fundamentals
- Reconciliation tools knowledge
- Generative AI analysis
- Churn forecasting and support
Personal Information
Title: Financial Operations Analyst & Revenue Cycle & Compliance Specialist
Education Certifications
- DeVry University, Coursework, Accounting Information Systems
Skills
Operational Analysis, Workflow Optimization, KPI Tracking, Trend Analysis, Stakeholder Communication, Cross-Functional Collaboration, Federal Payment Platforms, Billing/Accounting Systems, Insurance Systems, Salesforce, Zendesk, EQRS, Contact Center And Ticketing Tools, Microsoft Office (Advanced), Smartsheet Foundations, Reconciliation Tools, Generative AI Analysis Tools, Churn And Forecasting Support
Certification
Generative AI Mastermind – Outskill, Issued 2025
Health Insurance License - Missouri State Board, Issued 2025
Life Insurance License - Missouri State Board, Issued 2025
Business Analytics - Cornell University – Issued 2020
Accomplishments
- Collaborated with team of 10 in the development of a Medicare plan-comparison call script and FAQ knowledge base.
- Used Microsoft Excel to develop lead, enrollment, and follow-up tracking spreadsheets to manage pipeline status, carrier submissions, and required documentation
- Achieved a 98–99% clean-application rate by completing enrollments, documentation review, and compliance checks with accuracy and same-day efficiency
- Resolved enrollment and billing discrepancies through call review, carrier portal validation, and customer confirmation to ensure accurate coverage activation
- Achieved 20–30% higher conversion through effectively helping with benefit education (premiums, deductibles, networks, formularies) and plan selection
- Achieved a 15–20% reduction in after-call work by introducing Customer Relationship Management (CRM) note templates and canned responses for documentation and follow-up tasks
- Documented and resolved recurring call-quality/compliance gaps which led to a 25% reduction in quality assurance findings and fewer repeat contacts
- Supervised a team of 6 new agents during ramp, coaching on call flow, compliance, and objection handling, improving quality scores to 90%+
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Integrated Automation Technologies
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IBM Tivoli
Identity Management
HP Service Management
Integrated Trusted Registration Application
UPS Web Application
Integrated Data Retrieval System
Service Wide Electronic Research Program
IDRS Decision Assisting Program
Integrated Tax Law
Embedded Quality Review System
Correspondence Imaging System
Secure Payment System
Verint
Digital Signature Software and Verification System
Payment Application Modernization
Payment Information Repository
Transcript Delivery System
Jeeda
Ramp
Enterprise Learning Management System
Telephone Transfer Guide
Employee User Portal
Desktop Integration
Google Drive
Microsoft Office Suite
DOS
NextivaONE
C3
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Google Cloud Platform
AS400
Workday
SAAS Software
EWFM
WebEx
Zoom
CMS Marx
Aetna
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Humana
CenteneOne Ascend Wellcare
Anthem
UHC Jarvis
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Smart Complete
Timeline
Licensed Health Insurance Agent / Client Account Manager
Spring Venture Group
06.2024 - Current
Licensed Life Insurance Agent & Health Advisor
Colonial Penn Life Insurance
06.2022 - 06.2023
Licensed Life Insurance Sales Manager
Primerica (Part-Time Independent Contractor)
04.2021 - 04.2023
Program Analyst
U.S. Department of the Treasury, Bureau of the Fiscal Service
07.2019 - 06.2021
Quality Assurance Analyst & Lead Customer Service Representative
U.S. Department of the Treasury, Internal Revenue Service
11.2006 - 07.2019
Coursework - Accounting Information Systems
DeVry University