Audrey Garrett
Springfield
Summary
Highly analytical and results-driven professional specializing in quality assurance, policy development, and operational optimization, with a strong focus on security protocols and compliance. Proven expertise in auditing complex documentation, developing and implementing critical policies, and fostering cross-functional partnerships to enhance clarity and efficiency. A positive and effective team leader with exceptional interpersonal and communication skills, committed to managing complex operations and driving significant organizational improvements, including staff development and process automation.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr Contract Quality and Performance Specialist
Blue Cross Blue Shield of IL
01.2019 - Current
- Led comprehensive quality and compliance audits of member-facing insurance documents, directly ensuring accuracy and adherence to regulatory standards, a process directly transferable to physical security policy enforcement and access control auditing.
- Drove business efficiency and operational integrity through strategic cross-functional collaboration, identifying and implementing automation solutions that optimized workflows and reduced manual effort; experience applicable to managing security systems and processes.
- Authored and maintained critical reference documents and policies, establishing them as primary "sources of truth" for departmental operations, demonstrating strong ability to develop, implement, and manage security policies and procedures.
- Provided internal consulting to departments, actively modifying policies and procedures and developing cross-functional resources to improve clarity and operational consistency, reflecting the ability to coordinate training events and develop emergency plans.
- Monitored and maintained document tracking systems within SharePoint to ensure the timely and accurate completion of critical projects, showcasing ability to manage and prioritize multiple tasks and adhere to protocols.
- Utilized PowerBI for data analysis, alongside Microsoft Word, Excel, and PDF applications for daily operations and document management, indicating proficiency with systems for monitoring and reporting.
Front of House Manager
Engrained Brewing Company
09.2017 - 12.2018
- Conducted weekly reporting with owner and leads on customer experience trends, reviews, and inventory, presenting innovative solutions to improve processes and operations.
- Oversaw daily front-of-house operations, ensuring high standards of customer service and operational efficiency.
- Performed cash handling activities and secured nightly bank deposits.
Customer Experience Manager
Office Depot
02.2016 - 09.2017
- Drove sales and increased customer satisfaction by coaching and developing associates on delivering exceptional customer experiences.
- Monitored daily sales and managed operations to increase overall store profitability and efficiency.
- Provided leadership by setting an outstanding example in customer service and operational execution.
Education
Bachelor of Arts - Criminal Justice
University of Illinois At Springfield
Springfield, IL05-2016
Associate of Arts - Psychology
Lincoln Land Community College
Springfield, IL05-2012
Skills
- Experience with Microsoft applications
- Policy Development & Implementation - Process Improvement and Optimization
- Quality assurance expertise
- Cross-functional Collaboration
- Leadership and team management
- Training and Development
- Data-driven decision making
- Project Management
- Regulatory compliance
- Emergency Preparedness and Crisis management skills
- Risk evaluation and management
Certification
CPR/AED/First Aid
Timeline
Sr Contract Quality and Performance Specialist
Blue Cross Blue Shield of IL
01.2019 - Current
Front of House Manager
Engrained Brewing Company
09.2017 - 12.2018
Customer Experience Manager
Office Depot
02.2016 - 09.2017
Bachelor of Arts - Criminal Justice
University of Illinois At Springfield
Associate of Arts - Psychology
Lincoln Land Community College
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