Melissa Brown

• Works with the Track and Trace Unit (TTU) Supervisor to develop, communicate, and implement guidance documents and procedures from the Department to ensure licensees are in compliance with Article XIV and 19 CSR 100-1, specifically related to the use of the statewide track and trace system and inventory control. Licensees include several different facility types that all make up the legal cannabis industry in Missouri. These include large scale, multi-million-dollar facilities that grow cannabis, manufacture product, test product, and dispense product to eligible individuals.
• Must have advanced knowledge of the provisions set forth in 19 CSR 100-1 and Article XIV, specifically related to inventory control, statewide track and trace system, and seed-to-sale requirements
• Must have advanced knowledge in general industry processes and procedures from seed or immature plant to sale.
• Exercises independent judgment in data analysis and trend deviations; receives general administrative direction; work is reviewed for validity and quality.
• Assists in developing and maintaining statewide track and trace processes, procedures, and training related to compliance investigations for all section staff that utilize the system; assists with general statewide track and trace system training, including refresher training for SCE staff.
• Assists in developing documents and tools for data obtained from the statewide track and trace system that provide evidence to support the section’s claims in an investigation or enforcement action support inversion or diversion of product).
• Develops, runs, and reviews established compliance data queries to determine overall industry trends, compliance issues, etc., including reporting non-compliant entries to other teams for review.
• Conducts in-depth reviews of the statewide track and trace system data for compliance and investigative purposes; utilizes this data and investigation tool on a daily basis to address issues and concerns.
• Reviews complex data and provides analysis to SCE staff and leadership.
• Actively researches and suggests new processes for data collection and review of statewide track and trace system information.
• Serves as an expert user in the statewide track and trace system.
• Collaborates with the statewide track and trace system and certified seed-to-sale systems for investigation purposes.
• Collaborates with other units and bureaus within DCR and assists with investigations that involve large or complex datasets.
• Participates in recommending changes to rules, regulations, technical standards and internal policies and procedures governing cannabis inventory control compliance.
• Completes related or similar duties as required or assigned.

• Build and maintain productive relationships with customers and internal producers.
• Act as main point of contact in matters relating to client concerns and needs. Including claim and billing issues with carriers.
• Research clients employee benefits and health and compliance practices, recommending changes or modifications to existing.
• Identified additional products and services in line with existing clients' benefit objectives.
• Coordinate benefits processing, including enrollments, terminations and claims.
• Provided assistance to plan participants by explaining benefits information to ensure educated selections.
• Assisted with Quarterly and Annual reviews by preparing accounts and providing information.
• Keep operations in compliance with requirements by applying knowledge of applicable regulations, legal statutes and tax code information.

• Coded invoices and other records to maintain organized and accurate records.
• Handled high-volume invoice processing with minimal supervision.

• Executed strategies to foster better customer service and promote positive and engaging environment for all.
• Addressed internal and external customer-related issues each day and affected strategic resolutions.
• Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
• Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
• Managed day-to-day operations, including supervision and assignment delegation for call center team.
• Recruited, hired and trained new employees, including monitoring and review of individual performance.
• Ran daily reports to assess performance and make proactive adjustments.
• Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.

• Performed billing, collections, purchasing, and financial reporting functions for DigitalNet Company.
• Compiled monthly reports to help CIO and managing partner enhance plans and make key operational decisions. Prepared and paid out sale commissions.
• Recruited, interviewed and selected employees to fill vacant roles.
• Researched and developed administrative policies, procedures and guidelines to facilitate operations.
• Managed daily operations within my department.

• Responsible for taking care of St Louis area customer base inclusive of over 15,000 active contracts. This entailed handling incoming calls from customers, terminating contracts, setting up new contracts, invoicing customers on a monthly bases, fixing any errors, providing and collecting data for customers and management.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Trained new employees on procedures and policies to maximize team performance.

• Position was responsible for data entry, researching and processing of invoices, statements, employee expense reports, issuing checks, working with vendors.
• Job entailed various office duties.
• Worked with purchasing group to resolve purchase order matching issues.
• Kept detailed records of accounts payable by creating reports and updating vendor balance sheets.

• A position that included opening sorting and processing mail, payments and data entry.

• Served food and beverages to customers and immediately remedied issues with orders.
• Stocked service areas with supplies during slow periods.
• Various cleaning duties at end of shift.
• Trained new employees on restaurant procedures.