TOMMY WHITLEY

• Assist in daily operations and visitor engagement within aquarium exhibits.
• Support behind‑the‑scenes programs requiring adherence to animal‑care procedures and data‑recording expectations.
• Implement safety protocols ensuring compliance during educational programs and events.
• Collaborated with educators and technical teams to maintain high‑quality learning environments.

• Supervised 15-20 hybrid team member case reviews to ensure accuracy, completeness, and compliance with state and federal regulations.
• Identified deviations, documented corrective actions, and ensured timely resolution of discrepancies.
• Managed confidential records, maintained documentation, and ensured proper archiving.
• Coordinated communication between technical teams, administrators, and policy units.

• Conducted detailed review of system outputs and documentation to verify accuracy and data integrity.
• Analyzed incident reports, documented defects, and escalated issues requiring corrective action.
• Collaborated with technical teams to validate updates, test system changes, and ensure compliance with procedures.
• Maintained detailed logs and reports.

• Developed SOP‑aligned training materials, job aids, and policy documentation.
• Trained staff on procedures, documentation standards, and compliance requirements.
• Supported onboarding processes and ensured staff readiness to follow established protocols.

• Conducted quality review of 500+ interactions monthly, verifying accuracy and adherence to guidelines.
• Identified trends, documented findings, and provided coaching to improve compliance.
• Resolved escalated cases while protecting sensitive information.

Maintained detailed logs and reports.

• Interpreted state and federal policy for 60+ customers daily via phone and webchat.
• Documented interactions and ensured accurate case records within case management systems.
• Conducted case reviews to ensure compliance and accuracy.

• Collaborated with cross‑functional teams to support product launches and operational efficiency.
• Trained new merchandisers on best practices and compliance expectations.
• Streamlined operations through optimized stock processes and documentation.