Darenpeacock

Daren N. Peacock San Francisco, CA |- |-| http://www.linkedin.com/in/dnashpeacock SUMMARY OF QUALIFICATIONS ●​ Process Development & Improvement- Working with teams to identify and remediate pain points in workflows, while proactively seeking ways to maximize team efficiency. Draft new process documentation from scratch, or review and revise existing processes for efficiency, clarity, and brevity. ●​ Cross-Functional Collaboration- Engage with stakeholders and resources within the organization in order to ensure alignment on deliverables, understand challenges impacting any part of the project timeline, and how best to collaboratively remove any blockers. Also strategically communicate with clients and other external stakeholders to ensure that outcomes and expectations are being set and met, reducing ambiguity wherever possible. ●​ Data Integrity Audit- Conduct regular, meticulous review of materials in preparation for submission to external auditors. Review on both qualitative (adherence to processes, ensuring client’s issue is resolved as completely as possible) and quantitative (reviewing for data integrity and working with Engineering and Data Science teams to resolve discrepancies) levels. ●​ Written and Verbal Communication- Able to explain complex issues and processes at the appropriate level for any given audience, as well as adapt tone for any situation, from highly professional to conversational. PROFESSIONAL EXPERIENCE XTERRA SOLUTIONS, San Francisco, CA ​ Aug 2020- Mar 2025 IT Operations Specialist​ Oversaw triage and allocation of incoming client requests, continuously assessing urgency and resource availability to optimize service delivery across a dynamic IT environment. Managed daily team workflows while driving long-term process initiatives. Maintained regular communication with key client stakeholders, as well as internally, in order to establish clear service delivery expectations. Regularly reviewed team process flow and adherence, partnering with Leadership team to identify and remediate bottlenecks. ●​ Administered ticket board with over 200 active tickets at any given time, with focus on efficiency and client satisfaction. Upheld average Customer Satisfaction Score of 9.7+ throughout tenure. ●​ Drafted or revamped all documentation pertaining to Dispatcher position, including written processes, process flow graphics, and supporting materials (check-lists, quick reference “cheat sheets”, etc.). ●​ Developed and updated processes and associated documentation with focus on improving Service Desk and Engineering team efficiency and reducing risk to Xterra and clients. ●​ Created template company communication regarding security vulnerability announcements, and created or referenced relevant documentation to assist users with vulnerability remediation. ●​ Worked closely with project manager on resource coordination, identifying and addressing potential blockers to project milestone delivery with minimal impact to day-to-day client support delivery. ●​ Provided ad-hoc Marketing support including website copywriting and editing, company blog editing. CLOVER HEALTH, San Francisco, CA ​ Nov 2015- July 2019 Compliance - Regulatory Auditor​ Oct 2018 – July 2019 Developed and tracked key performance metrics in order to monitor weekly compliance performance across multiple Operations teams, working cross-functionally to assess risk and conduct root cause analysis on both positive and negative trends to identify opportunities for improvement and risk mitigation. Gained exposure to SQL and basic querying. ●​ Successfully led collaborative project involving seven Operations teams and vendors for annual Centers for Medicare and Medicaid Services (CMS) Data Validation Audit submission, ensuring that CMS submission deliverables were met and data was submitted on-time. Daren N. Peacock San Francisco, CA |- |-| http://www.linkedin.com/in/dnashpeacock ●​ Implemented long-term data validation reporting processes, ensuring accurate, timely, and compliant data audits. ●​ Configured and implemented Jira Support Desk for compliance inquiry review, reducing review and response time by approximately 50%. ●​ Created policies and procedures for company submission of compliance inquiries to Support Desk, as well as policies and procedures for review and response by Compliance team, improving internal documentation standards and increasing company-wide adherence to CMS regulation. ●​ Served as SME consultant for Operations teams, cross-referencing policies and procedures against current regulation and HIPAA guidance to advise on any non-Compliance risk areas, and determine best course-of-action in ambiguous scenarios. Operations Oversight Lead​ Quality Team Lead​ Operations Specialist - Appeals and Grievances​ EDUCATION SAN FRANCISCO STATE UNIVERSITY, MA Composition ​ Dec 2017 – Oct 2018 May 2017 – Dec 2017 November 2015 – May 2017 May 2015 INTERESTS Emerging AI technologies & ethics, reading (sci-fi/fantasy, but always looking for a rec), cooking (and eating), coffee (brewing and drinking), board games, Thursday and Mochi (cats), table tennis (I’m bad but I love it)