Valeree Hitchcock
Marana,AZ
Summary
Results-oriented professional specializing in regulatory compliance and case management. Supervised teams to enhance customer satisfaction through effective communication and employee training. Led documentation verification and compliance auditing, driving operational efficiency in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Supervisor, Service II
Government Employees Insurance Company (GEICO)
Tucson, AZ
08.2019 - Current
- Supervised 12 representatives to maintain adherence to regulatory standards and company policies.
- Supervised and reviewed complex customer service cases involving policy eligibility, documentation verification, regulatory compliance, and policy interpretation while ensuring adherence to state insurance regulations and organizational standards.
- Review complex policy servicing cases, customer interactions, and documentation to ensure adherence to regulatory requirements, internal policies, and operational procedures.
- Conduct structured interviews and fact-finding discussions to elicit information, evaluate credibility, and identify inconsistencies while ensuring compliance with established policies, procedures, and organizational integrity standards.
- Exercised independent judgement in reviewing documentation and service requests to verify eligibility and ensure compliance with regulatory standards, identifying potential fraud or policy violations.
- Ensure service actions and policy changes are granted only when established eligibility requirements are met by enforcing company policies, reviewing documentation, and maintaining operational integrity.
- Use internal case management systems to review customer records, verify documents accuracy, and identify discrepancies or compliance concerns while ensuring adherence to company policies and regulatory standards.
- Prepared written determinations based on audit findings and documented evidence, aligning decisions with company policies and regulatory standards.
- Maintain and update administrative reports and internal systems to document audit findings, performance actions, and compliance activities in accordance with company procedures and regulatory requirements.
- Research and interpret company policies, operational procedures, and state insurance regulations to evaluate complex cases and determine appropriate resolutions consistent with established guidelines.
- Plan and conduct independent research of company policies, operational procedures, and regulatory guidance to evaluate eligibility for service actions and determine appropriate case outcomes.
- Conducted compliance audits of customer service transactions and documentation to identify discrepancies and potential policy misuse, ensuring corrective action and adherence to company and insurance law requirements.
Drive-Thru Director
Chick-fil-A
Tucson, AZ
12.2018 - 08.2019
- Supervised drive-thru operations in high-volume environment, ensuring compliance with company procedures and service standards to enhance customer satisfaction.
- Managed drive-thru operations processing hundreds of transactions per shift while ensuring order accuracy, compliance with procedures, and efficient service delivery.
- Verified customer orders, payment information, and transaction details to ensure accuracy and prevent discrepancies while maintaining compliance with company procedures and financial controls.
- Trained and coached team on operational procedures, transaction accuracy, and customer service expectations, fostering a culture of excellence.
Education
Bachelor's degree - Criminology, Geographic Information Systems
Mount Saint Mary's University
Los Angeles, CA12-2018
Skills
- Regulatory compliance
- Compliance auditing
- Policy interpretation
- Documentation verification
- Case management
- Data analytics
- Client engagement
- Team supervision
- Employee training
- Team development
- Independent judgment
- Communication effectiveness
Timeline
Supervisor, Service II
Government Employees Insurance Company (GEICO)
08.2019 - Current
Drive-Thru Director
Chick-fil-A
12.2018 - 08.2019
Bachelor's degree - Criminology, Geographic Information Systems
Mount Saint Mary's University